HomeComplaintsCashwin Casino - Player's withdrawal is delayed due to document requests.

Cashwin Casino - Player's withdrawal is delayed due to document requests.

Amount: €3,000

Cashwin Casino
Submitted: 09 Aug 2024 | Closed : 27 Aug 2024
Closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Italy struggled to withdraw winnings from the casino due to excessive document requests, including bank statements and ID cards, after making several deposits. The Complaints Team attempted to assist by seeking clarification on the provided documents but received no response from the player. As a result, the investigation could not proceed, leading to the rejection of the complaint.

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Translation

I have deposited a lot in this casino, but now that I have won, they are asking for a ton of documents—bank statements, photos of cards, ID cards. I don't know what else to send.

Automatic translation:
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Dear localzogabriele84,

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 confirm that you provided all the required documents? When exactly did you send the last document? 
  • Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

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Translation

They asked me for all the documents I have, but every time they ask me for a new one.

Automatic translation:
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Thank you for your reply, localzogabriele84. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

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Dear localzogabriele84,

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.

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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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