The player from Spain was having difficulties withdrawing 500 euros despite his account being fully verified. He had been waiting for over 3 days while receiving responses only via live chat. We advised the player to wait up to 14 days for the withdrawal process to complete. The player later confirmed that he had received his winnings, and the complaint was marked as resolved.
Cashwin Casino - Player's withdrawal is delayed.
Amount: €500
Cashwin Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Good afternoon, I’m having difficulties withdrawing my money. My account is 100% verified, including payment methods, identification, and postal address. I haven't played with any bonus, only with my own money, and it isn't even a large amount, just 500 euros. However, days have passed and it still isn’t processed. I’m writing this for someone to help me. They do respond to me in the live chat but not to the email I sent. It has been 3 days already awaiting processing, and they said a maximum of 72 hours but that hasn't been met. What else can I do?
Thank you for your help and I look forward to your response.
Automatic translation:
Public
Public
6 months ago
Dear Turele,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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.
Best regards,
Tomas
Public
Public
6 months ago
Dear Turele,
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.
Public
Public
6 months ago
Translation
Good morning, I have already been paid and everything is correct
Automatic translation:
Public
Public
6 months ago
Dear Turele,
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,
Tomas
Casino.Guru
