The player from Germany was unable to withdraw €7,000 in winnings from Cashwin. Despite verification and assurances from support, the seven €1,000 transactions had not been processed within the stated 72-hour timeframe. We advised patience and cooperation, noting that withdrawals could take up to 14 days. The player received a partial payment, but without further confirmation, the complaint was closed.
Cashwin Casino - Player’s withdrawal from Cashwin is delayed.
Amount: €7,000
Cashwin Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Dear Sir/Madam,
I am writing to you today because I am experiencing significant issues with the withdrawal of my winnings (€7,000) from the online casino Cashwin.
I registered with the casino on June 14th and won through Blackjack games and sports betting. I am currently waiting for the withdrawal of seven transactions, each of €1,000.
According to the information on Cashwin's homepage, withdrawals should be processed within 72 hours. Unfortunately, this time frame has already passed.
In several chat conversations with Cashwin's support team, I was assured that my case would be handled with priority. Sadly, nothing has happened thus far.
My account is verified, and I have submitted the required documents.
What else can I do? Can you assist me in this matter?
Best regards,
Christoph
Automatic translation:
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6 months ago
Dear ChrisMZ05,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.
Could you please specify when exactly you submitted your withdrawal requests?
When was the last time you communicated with customer support regarding the delay in your payment? What was their reply?
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
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6 months ago
Translation
Hello Veronika,
Thank you for the fast feedback.
I submitted the first withdrawal requests on May 31st. Cashwin advertises that withdrawal requests are processed within 72 hours.
I chatted with customer support yesterday and the response was that the payments team is working on the withdrawals.
To be honest, I don't really understand why it takes so long. With all the other betting providers I've been active with so far, I had to go through verification and then I could make the corresponding withdrawals relatively quickly. With Cashwin, my account is also verified, but the withdrawal is on hold.
In the meantime, my withdrawal orders have totaled 10,000 euros (10 orders of 1,000 euros each).
Best regards,
Christopher
Automatic translation:
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6 months ago
Thank you for your reply. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
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6 months ago
Dear ChrisMZ05,
Could you please advise if you received any of your winnings yet?
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6 months ago
Translation
Yes, the first part has been transferred.
So that's it.
Thanks for the support
Automatic translation:
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6 months ago
Thank you for your information. Do you wish to close this complaint as resolved or do you wish to keep the complaint open until you receive all your winnings? Please let me know.
