The player from Poland had requested two withdrawals on November 4 and November 11, but neither had been processed. After multiple emails and chat interactions indicating that the funds would be sent soon, he learned that his account was now closed and he still lacked access to his winnings. The issue was resolved when he received his payment, leading to the closure of the complaint.
Cawino Casino - Player’s account has been closed with pending withdrawals.
Amount: 2,370 zł
Cawino Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Cawino Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Please help casinoguru. I ordered two withdrawals of my money. The first on November 4, the second on November 11. The money has not been paid to this day. I wrote several emails and contacted support via chat. I was constantly lied to that the money would be sent soon. Today I sent another email. I received a reply that my account was closed and the funds would be paid. So now I don't have access to the account, plus I still don't have my money. I am asking for help from casinoguru.
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5 months ago
Dear Kakadu,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you submitted any identity documents to the casino for verification after requesting your withdrawal? If so, could you please specify which documents you provided?
Did you accumulate your winnings with or without a bonus? Additionally, could you clarify the types of games you played?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
I didn't use any casino bonuses. The casino never asked for any documents for verification. I want to emphasize that I have never broken any rules. I am an honest man and player. I don't understand the casino's actions towards me.
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5 months ago
Dear Kakadu,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
