The fully verified player from Portugal, who had previously made several successful withdrawals via Neteller, faced constant cancellation of withdrawal requests by the casino, allegedly due to issues with Neteller. After the player had contacted the Complaints Team, the casino had asked the player to withdraw via bank transfer instead of Neteller. The player complied and later confirmed that the withdrawal had been successful.
Cashwin Casino - Player's withdrawal requests are being cancelled.
Amount: €1,400
Cashwin Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good afternoon
My account is fully verified, and I have successfully made several withdrawals (via Neteller).
At this moment I am unable to make any withdrawals at all, they are constantly cancelling my withdrawal requests claiming it to be a problem with Neteller.
What more can I do?
Automatic translation:
Public
Public
1 year ago
Dear gomalopes,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashwin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Has the casino offered you any alternatives in order for you to withdraw your winnings?
- If there is any relevant communication between you and the casino, please forward it to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 year ago
Translation
Hello good afternoon, thank you for the brief response
- The Casino did not offer me any alternative to withdraw my money
- I have no relevant communications to send you, they were all done via Chat. IN THE single email I sent to question the situation, I received no response.
- At the weekend they don't give me answers because they say the survey team doesn't work on weekends, however, yesterday (weekend) they rejected my withdrawal request again.
I'm desperate to solve the problem because I've also deposited a lot at this casino and so far I haven't had any problems.
Thank you for your help
Automatic translation:
Public
Public
1 year ago
Translation
New update
The withdrawal was canceled again but they sent me an email asking me to withdraw again via bank transfer instead of Neteller.
I have already placed the order via bank transfer, I will update you as soon as anything happens.
Thanks
Automatic translation:
Public
Public
1 year ago
I understand it must be frustrating for you. Please let me know when the withdrawal is either processed or rejected, so we may ask the casino for assistance when necessary.
I'll await your response.
Public
Public
1 year ago
Dear gomalopes,
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
1 year ago
Translation
Goodnight
everything resolved without any further problems! Prizes paid and no more problems so far!
Apart from this bad experience, the casino is impeccable
Automatic translation:
Public
Public
1 year ago
Dear gomalopes,
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
