Cashwin Casino - Player's withdrawal is delayed and incomplete.

Hello,

So far to date my total funds that I have received from Cashwin has been €400 out of €750.

They said it would be sent via the same payment method to which I deposited via Visa/Mastercard. Then there was a delay.

They asked for my bank details which were provided then there was another delay in my payment.

I then received €50 into my main bank account and €350 via the Visa/Mastercard payment method I used.

I enquired about the rest of the funds and was told it was in the process of being sent. Still to this date (23 June 2023) I haven't received the remaining €350 of my funds.

This dispute has been on going since 29th of May 2023.

All information can be seen through the screenshots provided as communication has been done through both email and live chat.

If you can help with this issue that would be great as they have stated funds were sent but the full amount hasn't been received. They are constantly making excuses about their being problems with the payment provider and then provided me with ARN's which didn't match anything from both my bank and the method which I used to deposit so not being provided with the correct information either.

If you can help in anyway that would be greatly appreciated.

Kind regards,

Shandy37

Dear Shandy37,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

What payment methods have you used for the previous successful deposits and withdrawals?

Could you also please send me the communication between you and the casino regarding the incorrect ARN number? My email address is veronika.l@casino.guru.

Could you please advise if you already contacted the licensing authority about this issue?

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

Best regards

Veronika

Hello Veronika,

I sent all the relevant information to your email a few days ago. Apologies for the delayed response on here.

Shandy37

Thank you for your email. Since you submitted your complaint to the licensing authority, we would not interfere with their investigation. I understand that you have not received any response from them so far. Please bear in mind that due to the high volume of requests, it may take the authority several days to reply to you regarding the complaint.

If you submitted your complaint to the right email address of Gaming Curacao (complaints@gaming-curacao.com or info@gaming-curacao.com), I recommend we wait for their answer till 10 July. If you do not receive any reply from them by then, please let me know and we will intervene. Thank you for your understanding.

Hello Veronika,

This issue has now been resolved and money has been received on my end.

Thank you for your help.

Kind regards,

Shandy37

Dear Shandy37,

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,

Veronika

Casino.Guru