HomeComplaintsCashwin Casino - Player's verification is being repeatedly rejected.

Cashwin Casino - Player's verification is being repeatedly rejected.

Amount: €1,000

Cashwin Casino
Safety Index:High
Submitted: 22 Oct 2023 | Case closed : 07 Nov 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Portugal is struggling with verification process. Despite many attempts with legal documents, the casino continually rejects them, causing issues with withdrawal. The complaint was rejected as the player stopped responding.

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1 year ago
Translation

Good day, I hereby seek your assistance as I have sent numerous documents for verification, however, the casino simply rejects all of them. These documents are legal and within the timeframe. I have an amount in my account that I wish to withdraw, but it seems like they are doing everything they can to prevent it. They are asking for documents that have already been sent and they are not verifying my account....

Automatic translation:
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1 year ago

Hello Xanarony,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cashwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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1 year ago

Dear Xanarony,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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