Cashwin Casino - Player's account has been closed due to gambling issues.

So i played on CashWin Casino today, 26/2-2025. Opened this account today aswell,

Opened the account got my account verified with selfie, id and electricity bill.

Proof of payment also got uploaded.

I deposited 190 plus 400 euros. (4635 + 2202 swedish kronor).

I gambled this away and also realised they had the same layout as another casino. Exactly the same.

This is where i go to chat and ask about Sarah (same lady who told me to send an email about this "complaint" to them another casino i gonna mention soon) and confirmed she also works there.

So i checked further and saw they have the same "complaint email" but different support emails.

I sent (sushi casino) the same email i sent to CashWin casino and since it was the same email, i wrote the same thing, that i had my account blocked due gambling problems/self excluded from their casinos.

She told me the same thing as Sarah did at Sushi casino, that they gonna come back to me asap. Which nobody did. Also mentioned everything i stated here and they just stall and dont read everything you type to them.

I am concerned about these type of casinos because they dont help the players or actually have any intentions to give the money back, even tho we are self excluded/blocked due gambling problems/issues.

So Sushi casino and CashWin casino owes me 830 euros or 9621 swedish kronor, because they let/allow me to open an account and play even tho im self excluded

I have proof of deposits, info about me that i opened the account with (legit info about me) and also prints of the chat where they forward me to an email, the same email.

I used different emails on their sites, but same name, address, phone number etc on them both.

I need help with this issue and also warn other people about this.

Also i couldnt upload more than 5 pics

Dear Svettrulle,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashwin Casino.

Please note complaints are assigned to a single casino per thread. If you have an issue with another casino, kindly submit a new complaint for each one.

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Please allow me to ask you a few questions, so I can better understand the situation.

• Is your account in Cashwin Casino blocked?
• Could you please share confirmation regarding the self-exclusion you received from Sushi Casino, if available? Share screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Sent you some pictures via email.

Yes, my CashWin casino account got closed yesterday when i requested the refund. 26/2.

Regards

Im confused. Almost 5 days gone and still no respond or answer, even tho i sent two emails to the email i got.

Thanks for your patience and confirmation.

I went over the information you provided.

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

If you haven't previously informed the casino about any gambling issues directly, they might not protect you from further gambling.

If you haven't been informed that the self-exclusion is applicable to more than a specific brand, there is no expectation it will apply elsewhere.

Based on the information provided, we don't believe you are eligible for a refund.

Please let me know if there is any information I haven't considered or overlooked, otherwise your complaint will be closed.

Consider taking advantage of the following tools to limit your exposure to gambling:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers

Hello.

I contacted Sushi casino because they had some other casinos i played on, that i also self excluded from. Account on Sushi casino got closed week before i opened the account with CashWin casino (same owner, brand and license) and contacted them about this issue. And still it is possible to open accounts with same i provided the last times. Correct and real info about me.

I do find it weird that casinos can get away with this and the license provider takes ages to respond also.

But i need your help to take this issue further so nobody else can fall for the same problem.

Thanks.

I apologize but online casinos licensed in Anjouan, Curacao, and many others rarely extend self-exclusion to associated brands. It's not a service that is to be expected from these kinds of casinos. If it was not promised to you in any previous self-exclusion confirmations, the self-exclusion will apply to a single brand only.

Sadly to protect yourself, you need to request a self-exclusion due to gambling problems from each online where you create an account. We can't ask the casino for a refund of lost funds if the casino wasn't obligated to protect you.

Since you confirmed your casino account is already closed there is no further action we can take and the complaint will be closed.

Even though we couldn't help you in this situation, please do not hesitate to take advantage of the responsible tools I shared with you earlier and contact us if you run into issues with any online casino in the future.