The player from Italy faced severe withdrawal issues at Cashwin casino, with around 90% of his withdrawal attempts being declined and only a few successful after repeated attempts. He experienced an alarming gambling addiction, which led to significant losses, including a jackpot win that the casino claimed was not legitimate. Despite his requests to close his account, the casino continued to offer bonuses until he formally threatened to escalate the issue, resulting in the sudden closure of his account. The Complaints Team concluded that without proof of a self-exclusion request indicating his gambling problem, they were unable to assist further, and the complaint was closed.
Cashwin Casino - Player’s requesting a refund.
Amount: €10,000
Cashwin Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Good morning,
I signed up at Cashwin casino.
Initially, it seemed like a reliable institution, as it met all the necessary requirements.
After completing the registration with face scan, front and back document scan, bank card scan and proof of residence, my account was fully compliant with the casino rules.
I started depositing small amounts and when I was lucky I tried to withdraw my winnings.
However, that's when the problems started: about 90% of my withdrawals were declined and the funds were returned to my gaming account.
Unfortunately I suffer from a strong gambling addiction and I have replayed the rejected sums, losing them all.
Withdrawals were blocked without any logic or explanation; only after losing a significant amount of money did some withdrawals go through.
I have made between 50-70 withdrawal attempts but only a few were successful.
I also provided additional documents to my bank such as bank statements and proof of payment but almost always there was some problem.
Over the summer I achieved a casino balance of over €130,000.
According to the information on the casino website, if you win the progressive jackpot, it is paid out immediately with no restrictions on withdrawals.
However, after winning a progressive jackpot of €70,000 with the provider Amunsnet EGT I was told that it was not actually a real jackpot but rather a very high win.
From that moment on, it became increasingly difficult to carry out the withdrawals: out of ten attempts only one was successful;
Day after day with the rejected withdrawals and my addiction I saw my balance decrease from €130,000, €120,000, €80,000 .... until reaching zero euros accumulating debts with my bank.
Throughout my membership period I asked several times to close my account knowing my gambling addiction;
every time they offered me free bonuses to continue playing instead of closing the account as requested.
These institutions have devised this system to maximize players' losses by minimizing the amounts they can withdraw from their accounts.
Only after I sent a formal threat via email did they proceed to immediately close my account without any prior warning or confirmation.
Now I find myself facing numerous debts to pay off thanks to the illegal system implemented by this institution that has partially ruined my personal and economic life.
There are over one hundred and fifty emails relating to deposits, discussions and withdrawals made during this period which attest to the above.
I would like a partial refund of the deposits if possible
Automatic translation:
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2 months ago
Dear Ciubb1992,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you currently don't have access to your casino account?
- Could you please clarify if you had any remaining balance in your casino account before it was closed?
- Did you inform the casino about your gambling addiction at any point?
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,
Kristina
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2 months ago
Translation
Hello, I have asked for the account closure 4 times at different times, each time I was offered a bonus to make me play. Only after I threatened them that they cannot continue to offer bonuses feeding my addiction. If this casino behaved correctly now I would not have all these debts. Even the jackpot has never been possible to withdraw. I have 150 emails that testify that the casino behaved incorrectly to make me lose all the money won. We are talking about € 130,000. 90% of the withdrawals were refused on purpose to make me lose everything as quickly as possible.
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2 months ago
Thank you very much for your reply, Ciubb1992. Could you please provide the exact date when you first notified the casino about your gambling problem and when your account was officially blocked?
Additionally, please forward the self-exclusion request you sent to the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 months ago
Translation
I asked for the first account closure on June 6th, then on June 13th, then on September 30th, then on October 14th. On October 18th I threatened them that I would report them. During all this time they have always offered me bonuses trying to keep me in their casino. As I said in the previous email if they had been honest I would not have lost so much money. I have emailed you a couple of screenshots.
Automatic translation:
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2 months ago
I went through your email exchange and all I could find were the account closure requests in which you asked the casino to close your account because you were dissatisfied with bonuses, lack of winnings, and RTP. Unfortunately, without proof that you informed the casino about your gambling problems or addiction, we are unable to assist you with asking for a refund.
If you find any other supporting evidence regarding the events as you describe them above please forward them to me and we'll try to assist you.
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1 month ago
Translation
So you are saying that their behavior is correct? With all withdrawals refused on purpose? It is as if I go to a real casino and I can only withdraw the winnings every now and then. I do not know if I explained myself well. As we players have the obligation to provide all the necessary documents and to respect the rules, the casinos should do the same, have you investigated the € 70,000 jackpot? I am looking in the backups of the old phone for all the screens of the chat with them.
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1 month ago
I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't provide the request, we cannot proceed with this case and consider this a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
