Cashwin Casino - Player’s winnings were withheld.

Salve, è ormai da tempo che cerco di risolvere la mia grossa problematica di prelievo con cashwin. Premetto che quando effettuo l’iscrizione ad un sito non sono mai e poi mai interessato ai bonus.

Ricapitolando, effettuo un primo deposito e poi un secondo continuando a giocare. Controllo e mi accerto che i soldi utilizzati nella sessione di gioco fossero quelli reali e non bonus. Arrivo a una somma più alta di quella depositata e decido di prelevare.

La dicitura dal mio profilo era questa:

Saldo reale 670€

Saldo prelevabile: 620€

Saldo Bonus: 50€

Decido prima di prelevare 500€ e di lasciare sul conto la parte restante.

La procedura di prelievo mi richiede prima di effettuare l’identificazione, inserisco poi tutti i documenti, prova di abitazione e quant’altro. Tutto nella norma. Quando richiedo di prelevare una notifica mi avvisa che per farlo non devo avere bonus attivi sul conto. Contatto la live chat che mi dice che per effettuare il prelievo devo annullare il bonus. Dopo qualche giorno di attesa finalmente venerdì 12/01/2024 lo stato del mio prelievo cambia da "in sospeso" a "completato". Ad oggi, notando che non mi era ancora stato accreditato, decido di ricontattare l’assistenza per chiedere spiegazioni e mi viene detto che i 450€ li hanno detenuti loro lasciandomi in "regalo" gli stessi 50€ depositati. Vorrei risolvere quanto prima la problematica in quanto non ho deciso di mia spontanea volontà di annullare il bonus e per di più non l’ho mai giocato ma sempre e solo usato (come faccio sempre) il mio saldo depositato. Sfogliando su questo forum noto che non sono l’unico ad aver riscontrato questa problematica che risulta spesso evidente. Prima di definirla "truffa" e passare alle vie legali chiedo aiuto in questa sezione sperando nel buonsenso di qualcuno che possa finalmente risolvere questo mio problema. Grazie!

Dear Antonio007,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Cashwin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Since there is a bonus balance of €50 in your account, this means that you played with a bonus. Could you please specify what type of bonus you activated? Was it a no-deposit bonus or a deposit bonus?

Would you be so kind and send me the bonus history from your account?

Please understand that if you request a withdrawal before finishing wagering the bonus, the winnings accumulated with the bonus will be forfeited. As it's stated in the casino's Bonus Terms:

23.6. A Player has the right to cancel any bonuses without proceeding to their wagering, without any loss of their deposited funds. In the event the Player already played with bonus funds and decided to cancel the bonus before fulfilling the wagering requirements, all winnings accumulated during the bonus period will also be deducted.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Ho effettuato un primo deposito scegliendo di non ricevere alcun bonus.

Dopo aver giocato e perso ho effettuato un secondo deposito, dimenticando di scegliere l’opzione "nessun bonus".

Ho iniziato a giocare utilizzando per il mio saldo non quello bonus in quanto, come ho già scritto sopra, dopo le vincite il saldo reale è prelevabile era di 620€

The rules of the second deposit bonus state the following:

9.A player may cancel an active bonus at any time from the Profile section or by contacting us via Live Chat or email at support@cashwin.com. By canceling the bonus, the whole amount in the Casino Bonus balance and all winnings accumulated during the bonus period will also be voided.

The general Bonus Terms and Conditions further inform the player that:

23.12. In the case the Player has real money and bonus money in their account, real money gets exhausted first. As soon as bonus money is lost, the bonus is also lost.

Could you please specify how much money you deposited for your second deposit and how much of the money have you wagered before you decided to cancel the bonus?

Saldo depositato: 50€

Saldo reale giocato: 50€

Please send me the screenshots of your deposit history, withdrawal history as well as bonus history here. Thank you.

ecco a lei

Please forward me all the relevant communication between you and the casino regarding your cancelled winnings. My email address is veronika.l@casino.guru. Thank you.

Non c’è modo purtroppo di recuperare le chat vecchie in quanto una volta chiusa la chat si cancella tutto

Thank you very much, Antonio007, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Antonio007 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cashwin Casino for their help in resolving this complaint. We would like to know why the player's funds were confiscated and what can we do to help resolve this issue.

Thank you!

Grazie a voi per il supporto

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We hope this message finds you well. We understand that the player has raised concerns regarding the cancellation of their bonus and the subsequent deduction of winnings. We sincerely apologize for any frustration or inconvenience this may have caused.

Upon reviewing their account and the circumstances surrounding the complaint, we would like to clarify our terms and conditions regarding bonus cancellation and wagering requirements, as outlined in section 23.6.

As per our terms and conditions, once a player begins to play with a bonus, they are required to complete the wagering requirements associated with that bonus. Failure to do so may result in the cancellation of the bonus and the deduction of winnings accumulated during the bonus period.

We also understand that they encountered a pop-up message when attempting to withdraw, informing them that they could not withdraw while having an active bonus and prompting them to cancel it before proceeding with the withdrawal. It's important to note that while this message serves as a reminder of the active bonus, it does not negate the requirement to fulfill the wagering requirements before withdrawing any associated winnings.

In your case, our records indicate that they received the second deposit bonus and initiated gameplay with it. However, only a small portion of the required wagering amount was fulfilled before the bonus was cancelled. As such, the cancellation of the bonus and the deduction of winnings were in accordance with our terms and conditions.

We understand their frustration, and we sincerely apologize for any misunderstanding or inconvenience caused. It is important for us to maintain transparency and adherence to our terms and conditions to ensure fairness for all players.

In an effort to demonstrate our commitment to customer satisfaction, we have decided to reissue the Second Deposit Bonus to their account with reduced wagering requirements. We hope this gesture shows our dedication to resolving our players' concerns and improving their overall experience with us.

If you have any further questions or require assistance, please let us know.

Thank you for your understanding and patience in this matter.

Warm regards,

CashWin Support Team

Grazie mille per il supporto

Thank you for the update Cashwin Casino representative.

Dear Antonio007, can your issue be considered resolved or do you require any further assistance? Thank you in advance!

Può considerarsi risolto anche se con questa discussione aperta voglio invitare tutti i giocatori e leggere sempre tutte le varie dinamiche dei bonus per non ritrovarsi come nel mio caso

Dear Antonio007,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter