The player from Germany initiated a withdrawal from Cashwin for 441 Euros, and established a loss limit of 10 Euros per week. However, the limit wasn't set until 16 hours later. After gathering more information we concluded we cannot help the player with his request for a refund.
Cashwin Casino - Player's loss limit was applied too late.
Amount: €441
Cashwin Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Hello, I won at Cashwin and wanted to withdraw an amount of 441 Euros. I initiated a withdrawal of 441 Euros and then went to the chat where I set a loss limit of 10 Euros per week. However, Support didn't set the limit until 16 hours later when my balance was down to 0 Euros. According to the website, a reduction in the limit should become effective immediately, but this did not happen. If you need evidence such as chat logs and timestamps, I will send them to you.
Automatic translation:
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9 months ago
Dear yasin61,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashwin Casino.
Could you please provide the additional information so we may have a more complete picture of the situation?
Kindly send the evidence you have at your disposal to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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8 months ago
Thanks for your email yasin61,
I can see the live chat agent informed you the loss limit will be applied the next morning and later that any loss limits will be honored within 24 hours.
Unfortunately, there aren’t unified regulations that would be applied to all casinos, and player protection tools are managed by the casino exclusively. Some casinos have a wide variety of responsible gambling tools such as deposit limit, loss limit, time limit, etc., but none of them is mandatory and sadly some casinos operate without them completely.
I apologize, but we cannot penalize the casino if it didn't set the loss limit for you before you were able to lose your winnings.
Unfortunately, our hands are tied and we are not in a position to ask the casino for a refund of your played funds.
Please let me know if there is anything else, otherwise, I'll close the complaint.
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8 months ago
Translation
If the casino says next morning and then decides much later in the evening, then you can do something about it. At least I want the balance I had in the morning back. On the screenshots you can also see when and how much I wanted to pay out. In addition, if a player says, for example, he would like to close his account because of addiction, then the casino conveniently leaves the account open for the time being. And that's why it must never have such a ranking
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8 months ago
Thanks for your reply.
Contrary to a loss limit, we would consider a self-exclusion in the casino due to a gambling problem a mandatory tool.
If the self-exclusion due to this reason fails, we consider such a situation warranting a refund of the player's deposits.
Please let me know if you wish to request a self-exclusion in the casino or if you've done so already.
I'll await your reply.
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8 months ago
Translation
As you can clearly read, this is about the loss limit. If the casino tells me the block is active the next morning, but the block is not set in the morning but in the evening, then the casino is lying and the casino should admit the mistake. And in the same way, as a team from Casinoguru, you could talk to the casino about the fact that this is not ok and will be handled differently in the future. Therefore, the balance I had that morning is fair enough to return simply for the casino to realize their mistake. But in the meantime there is no help at all anymore, the main thing is that they get their affiliate funds, that's what it's all about
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8 months ago
Thanks for your comment.
To your hypothetical example, alleging casino would let your casino open in case of self-exclusion, I can only say that while we consider self-exclusion due to a gambling problem a mandatory tool, we understand that not always these tools can be turned on immediately. This seems to be also the case with applying the loss limit in your situation.
If you don't need any more assistance, there are no options for us to help you with your request for a refund due to the reasons I mentioned above, therefore the complaint will be closed.
I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
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