Cashwin Casino - Player’s account closure request is ignored.

I requested the closure of my account due to my addiction problem. They ignored my request and didn't close it. I asked for a refund since they hadn't paid attention. After I complained, they blocked my access.

Dear Santititi,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Cashwin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you request to close your account due to gambling addiction? Have you contacted the casino via email or live chat?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru.
• Please specify if you made any deposits that led to losses after your self-exclusion request. If yes, then when exactly?

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I requested it twice, via chat and email, and they ignored me. I bet 5,000 and when I asked for a refund, they blocked it. Now it's closed.

Dear Santititi, could you please forward me the actual email that was sent by you to the casino? You have shared the screenshot in which the request is not sent. It looks like you made a screenshot while typing the text of the email. To proceed with this complaint, we need an actual email. Thank you for your understanding.

Dear Santititi, if you don't know how to forward emails, here's a little instruction:

1. On your computer, open Gmail.
2. Open an email.
3. At the bottom of the email, click Forward.
4. In the email, add your recipients.
5. Click Send.

If you won't be able to provide us with your real communication with the casino to support your claims, unfortunately, I will be forced to reject your complaint. Thank you for understanding.

I have already sent it to you.

Dear Santititi, I have checked the email you sent me. Unfortunately, it is not the email I asked you about. You forwarded me the new email you were writing on 20th May 2025. We cannot build a case for a failed self-exclusion if you do not cooperate and fail to provide the evidence to support your claims after being asked for it three times.

I'm really sorry, but due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Natalia