The player from Ontario had been attempting to verify his account for multiple weeks, but despite having provided his full credit card statement as requested, the verification had not been successful. After communicating with the casino and providing several deposit statements, the player was informed that his verification looked promising. The player later confirmed that his account had been successfully verified. Consequently, we marked the complaint as resolved in our system.
Cashwin Casino - Player struggles with account verification.
Amount: Can$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
10 months ago
Public
Public
10 months ago
Hi
my account is a***@hotmail.com
ive been trying to verify my account for weeks now. They asked me for my last payment I made. I sent them my whole credit card statement and still didn’t get verified
Public
Public
10 months ago
Dear ants123,
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.
Do I understand correctly that verifying the last payment seems to be the only obstacle between you and successful verification? Have you provided any other documents to verify your identity and have they all been approved?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
Public
Public
10 months ago
Correct. They first asked me for last depoist on my credit card. I sent in my statement. Today they asked me for my last depoist by interact. I sent that in today.
Public
Public
10 months ago
Thank you very much for your reply, ants123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
10 months ago
I have sent in multiple depoist I have made. The man in the chat said it looks good. So I will have an idea if it all worked now. By Wednesday. Hopefully my withdrawl goes through and this issue is now resolved
Public
Public
10 months ago
Alright, let's give it a few more days. I will leave this complaint open, so please keep us updated in the meantime.
Public
Public
10 months ago
Dear ants123,
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,
Kristina
Casino.Guru
