CazWin Casino - Player’s withdrawal has been confiscated.

I am having a very strange issue with cazwin casino. I will start from the beginning.

On 21st of June I made a deposit of 300eur which I lost and after couple of hours I made another deposit of 60eur. This deposit was never credited to my casino account even though it was confirmed on the blockchain (all the deposits were made via BTC). I contacted live chat and was told that there were some anomalies which were triggered by the legal department and I was asked to make another deposit with a different wallet and the previous deposit would be refunded in couple of hours. So that is exactly what I did. My refund was indeed refunded, however, the next day instead of couple of hours. But the problem is not here. So as advised by the casino I made a deposit of 80eur from a different wallet, which was credited and there were no issues. I kept playing and my balance reached 930eur. I requested a withdrawal of 900eur and was asked to send bunch of documents which I did and they were approved. However, I was told that the withdrawal procedure would take 5 business days while they advertise on their website that withdrawals take less than 2 hours. This was a bit strange but it was not the first time casinos do different things than they advertise.

But the whole problem started today when I accessed the account and so my balance was 0 and that the withdrawal was cancelled.

The live chat couldn't help at all but they gave me a contact which I could email. So we started emailing and what they told me was that my second deposit was marked by their financial partners as 65% risky meaning that is money laundering. Of course I know this is a nonsense and tried explaining them everything but as usually they just say this is their final decision. I can give the casino a credit that they are communicating with me, however, they just repeat pretty much the same thing.

Now there are two parts where they are in my opinion wrong. The first one is the moral one and the second one is that there is no money laundering and cannot be.

So let's start with the first one: They see the second transaction is marked as risky ("money laundering") but they let me deposit with different wallet, not just let me but offer this option". And then when I win they tell me it was money laundering and so on. So basically they encourage me to deposit with different wallet planning not to pay me out.

However, the other part is super strange. They sent me a screenshot showing that my second transaction was marked as risky by their financial partners. I am attaching the screenshot. First impression of mine was that they are a casino with random excuses not to pay out, but they told me they would pay out my deposits made, but asked me to send a USDT trc20 wallet (this is strange because I deposited via BTC and I have not received any refund yet). So when they told me they would refund the deposits I decided that maybe they were not unfaithful casino but instead there was some human error or system or whatever. So I started looking into my crypto wallet, I am not an expert of crypto but I am not a newbie as well. I know that with my wallet I have been depositing and receiving transfer only from casinos. And there are not a lot of transfers. So first what I did I googled various crypto trackers that track risky transfers. I entered both of my transfers that I made to the casino and both of them were marked as low risk. I understand that this trackers found on google was free and maybe they are using more sophisticated trackers but now the second part of this issue is super strange which shows there is no logic for any suspicion or risky transfer. So the first deposit was not risky according to them while the second one was . But the funny thing is with BYC when you make a transfer the funds leave from wallet "A" (which was my wallet) reached their BTC wallet "B" and the change (the difference of the wallet "A" balance and the transfer) returned to wallet "C" which is my wallet. And the second deposit was made from that specific wallet "C" again to their wallet "D" and the change returned to wallet "E" which becomes my wallet. I know that sounds complicated but if anyone who will check this complaint has at least little knowledge in crypto will simply understand what my point is. And I tried explaining everything to them, however, as I said before they are replying it is their final decision. And I am sure if anyone spent at least probably 15 minutes would see there is no issue here. But as usually, that is not an interest of the casino. I have all the communication with the casino which I can transfer wherever needed.

Dear sandussim,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re facing with CazWin Casino.

To help us understand and address your situation better, could you please provide us with some additional information:

• Could you share the screenshots of the communication you’ve had with the casino, particularly the ones where they discuss the "risky" transaction?
• Can you provide a detailed timeline of your deposits, withdrawals, and the communications you had with the casino?
• Could you clarify if you received any refund for your deposits or if the casino has specified a timeline for this?
• Have you received any further communication from the casino regarding the current status of your account or the withdrawal?

If you have any relevant communication or documentation regarding this issue, please forward them to petronela.k@casino.guru.

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,

Petronela

Hello,

I forwarded all the emails I had with the casino, every conversation is there. I also forwarded two live chat transcripts.

I made the deposits on 21st of June and requested a withdrawal the same day. And the communication regarding the risky transfer and everything else took place on 25th of June, that is when I found out my money was taken.

I can confirm I receive the refunds of my withdrawals on June 25th evening so they are definitely not complete scammers because they did pay me back at least my deposits. However even here it wasn't totally fair. The deposits made were 301.44 EUR and 80.36 EUR (the deposits were made via BTC) but they requested me to present USDT trc20 wallet for the refund. I did that but they paid me back 301.44 USDT and 80.36 USDT in two separate transfers. I tried explaining them it is less than I deposited as the deposit currency was EUR and I was paid in USDT which as per yesterday's exchange rate is a difference of 7.5% but they replied something confusing and after my last email stopped replying at all. But you will see all this conversation in the emails I forwarded to you. This 7.5% difference is not that important, the most important thing my balance was 930eur and they took this away.

Thank you very much, sandussim, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello sandussim,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite CazWin Casino to join the conversation.

Dear CazWin Casino,

Can you please provide further details regarding the flagging of the player's deposits as potential money laundering? It is my understanding that two deposits were made in the usual manner, so I would like to understand the reasoning behind this decision. Additionally, the player has won from a deposit that was received normally, so I am curious as to why this was confiscated. Furthermore, I would like to know why the player's deposits were not returned in the same currency (BTC) as they were initially made. I kindly ask for clarification on this matter. If this information cannot be shared publicly, please send it to me at michal.k@casino.guru

Dear sandussim,

Following a detailed discussion with the casino representative regarding your situation, we have carefully reviewed all the information and evidence provided. Regrettably, we must concur with the actions taken by the casino. As you were previously informed by the casino team, your deposits were flagged during the AML check as potentially linked to money laundering activities, resulting in your failure to pass the AML process. Consequently, you are not eligible to receive your winnings, even though they likely originated from a deposit made from a different wallet. Nevertheless, the casino team has confirmed that they have refunded your deposits, which I believe is the appropriate course of action. Your deposits were returned in the same currency in which they were initially made, BTC and USDT, hence there is no room for discussion regarding any exchange discrepancies.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. Casinos maintain a strict policy concerning AML policy breaches, such as in this case.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru