The player from Germany had been unable to withdraw his winnings from Cashwin Casino for a month due to continuous requests for additional verification documents. Despite having provided all necessary documents, the player had faced issues with the withdrawal process. The casino had claimed the issues were due to difficulties encountered at the player's bank. The matter had been resolved when the player used an alternative bank account for the withdrawal. The player had received his winnings successfully and confirmed the resolution of his complaint. The player's username had also been changed as per his request.
Cashwin Casino - Player's withdrawal has been delayed due to the unfinished verification.
Amount: €8,700
Cashwin Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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7 months ago
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I have been unsuccessfully trying to receive payouts to my account. They keep asking for different information/documents. I've had extensive chats with the ladies and have submitted several tickets. I initially trusted their services due to favorable reviews and I am not accusing them of fraud; however, the positive comments posted online about their short payout times do not match my experience at all. It's unusual to have such long payout days in the present time! I am supplying them with the chat/email correspondence and more information as an email attachment. However, I assume they already know where the payout issue with Cashwin is, and it is definitely not related to the continuously requested bank statement for the ongoing September. As I have already informed several times, this cannot be delivered as it is only prepared for the completed month, which would be early October for September. I have provided the relevant transactions.
Best regards, Rüdiger
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7 months ago
Dear Rogerhund,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise if your bank statement is the only identity document that needs to be sent and verified? Have you informed the casino that your bank statement can be sent only for the completed month?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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7 months ago
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The verification was completed by Cashwin; The payouts of €790 and 3x €1,000 have been released and confirmed. I have submitted statements from August 1st to August 31st, 2023 and sales for the current month of September several times. It has also been pointed out several times that no statements are created for current months. I recommended that you get this confirmed by the bank over the phone. Delaying tactics!!! What happens in early October if I submit the September statement in early October? Do you then insist on the October departure!? As a former banker, I am familiar with the processes involved in requesting transfers. The sender to whom the money was debited asks his bank to inquire about the transfer process. Then you can see where the money is, assuming that you have also transferred it. I doubt it!
The starting value is currently €4,700. There are still €1,000 instead of the €4,900 that are "hanging" in the account and have not yet been released. In order to repair the tool, I was also asked to send account statements again. I have referred to the previous transmissions and information about the September move-out.
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6 months ago
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Hello addition:
I uploaded the September statement today and after another request uploaded the August statement and sent the corresponding email. I'm excited to see what comes next? Maybe you can bring this tragedy to an end. I'm going nude. of fraud!
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6 months ago
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Hello, the €4,700 has just been transferred back to my casino account. I would like to request the payouts again. The maximum amount according to VIP level is €5,000. However, the €4,700 is rejected because the maximum amount is exceeded.
I have sent appropriate emails.
I'll go through with it; I have nothing left to lose anyway. Impudence!
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6 months ago
Thank you for the update.
Could you please specify what your VIP level is? Have you discussed the issue with the withdrawal limit with customer support? Kindly forward any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.
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6 months ago
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As requested, email with attachments sent today to mailto:veronika.l@casino.guru .
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6 months ago
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Addition:
I forwarded new email traffic to Veronika!
Let's see what happens! In any case, I will take action against this so that others are spared this behavior from Cashwin and its subsidiary casinos. I can't imagine that you tolerate this behavior. Image damage?
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6 months ago
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I have just sent another copy of the email correspondence with Cashwin to Veronika. Cashwin would like to have documents again! So back to the beginning! This is misappropriation of customer funds. Maybe you can help me get my money,
Thanks
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6 months ago
Thank you very much, Rogerhund, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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6 months ago
Hello Rogerhund,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Cashwin Casino to join the conversation.
Dear Cashwin Casino,
Although it is a standard requirement to ask the player for certain documents before every withdrawal, it looks like the player has provided you with numerous documents repeatedly, so the withdrawal should have been processed without any further delays.
If there are any other legitimate reasons that prevent you from processing a player's withdrawal, please share them with us. If this information cannot be shared publicly, please send it to me at michal.k@casino.guru
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6 months ago
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I just made a new addition:
Posted. In the email I tried to show the transfer path of a payment and that of a transfer request/giro request. As a former banking economist, I am familiar with the processes and the behavior of Cashwin Casino and the payment service provider is incomprehensible. I hope you have the opportunity to provide clarifying support here.
Thanks
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6 months ago
We sincerely apologize for any inconvenience the player may have faced during this process and we appreciate their patience.
First and foremost, we want to clarify that the player's account verification was successfully completed, and their withdrawal requests were indeed approved from our end. However, upon receiving the player's notification that the funds had not reached their bank account, we initiated an investigation in collaboration with our payment provider.
The reason we requested the player's full bank statements was to ensure we could gather all relevant information to identify any issues that might have occurred during the transaction. We wanted to verify that the approved funds were indeed not received by their bank account. After an in-depth investigation, our payment provider confirmed that the transactions were approved from their side but encountered difficulties at the beneficiary bank's end.
It appears that the issue primarily lies with the beneficiary bank, which, unfortunately, is beyond our control. We genuinely believe that this issue was on the bank's side and not due to any errors on the player's part or ours. To resolve this matter as quickly as possible, we have suggested the player using an alternative payment method or provider to withdraw their funds to their bank account.
In the meantime, we have manually credited the missing funds back to the player's balance, ensuring they have access to their funds for withdrawal via an alternative payment provider.
We understand the importance of a timely resolution, and we want to mention that we are actively working with both the player and our payment provider to find a solution as swiftly as possible. Their satisfaction is our top priority, and we will continue to do everything in our power to assist the player throughout this process.
Best regards,
Cashwin Casino
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6 months ago
Thank you for your response, Cashwin Casino.
Dear Rogerhund,
As per the casino team's response, I believe choosing a different payment method is the right thing to do here. Please provide the casino team with your payment details via your other preferred payment method so they can process your withdrawal. I have my fingers crossed 🤞 that it will work as it should this time.
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6 months ago
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In my opinion it was done. See my email to Michal.
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6 months ago
Dear Rogerhund,
Yes, I have read your email, and I have replied back. I have my fingers crossed that your withdrawal via a different payment method will be processed normally.
I will keep this complaint open until you successfully receive all your winnings.
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6 months ago
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Ash from Casino I just sent an email to my bank clarifying the current status and the solution.
Michal has just received a copy of the email!
greeting
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6 months ago
We would like to provide an update regarding this situation. The customer Rogerhund reached out to us and confirmed that he has successfully received the funds through a different personal bank account. We appreciate his cooperation and patience in resolving this matter.
We want to reiterate our apologies for the situation he experienced. We would like to emphasize that the issue was not on our side but, in fact, on the bank's side, which was beyond our control.
Thank you for your understanding, and we remain committed to providing the best service and support to our players.
If there are further questions or concerns, please let us know, and we will be more than happy to assist.
Best regards,
Cashwin Casino
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6 months ago
Thank you all for your responses.
Dear Rogerhund,
Based on the information we've gathered, it seemed that the bank you initially used for withdrawal was unable to accept payments from the casino. Subsequently, transactions to your alternative bank were processed without significant issues. Nevertheless, I'm pleased that a satisfactory resolution was achieved, and that you ultimately received your winnings successfully.
Do you require assistance with anything else, or can we consider your complaint to be resolved?
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6 months ago
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Thank you for your personal work.
The complaint has been resolved. When publishing my complaint, please ask me again to replace my visitor's name with a pseudonym or anonymous or to refrain from publishing it completely.
Thanks
Edited by a Casino Guru admin
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6 months ago
Thank you for the confirmation, Rogerhund. I'm glad we could help resolve your issue.
As for your username/nickname. You can simply change it yourself in "My profile". If for any reason this won't work, I can do it for you manually when you send me your desired nickname via email.
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6 months ago
Translation
Hello, one last time I need your help! I can't change the username myself. Maybe I'm already too stupid. Would you please change it to: Rogerhund
Thanks
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6 months ago
Dear Rogerhund,
I've updated your username/nickname to the one you specified above, and I'm confident that we can now consider this complaint completely resolved.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
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