Cashwin Casino - Player's deposit has been delayed.

Hello! On 20 January, made a 10 EUR deposit to Cashwin Casino. Money was debited from my bank account and not credited to the casino account. Immediately send a screenshot to support by email. The support agent told me to wait 5-7 business days. Nothing happens. I uploaded my bank statement; here casino can see that money is debited and not returned. Every day I ask support about updates; the reply is "wait for email." I've been waiting 2 weeks now.

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Dear aolegf,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Hello! Deposit still not returned to my bank and not credited to casino. More than month.

Thank you for your patience, Olegs. I completely understand how frustrating this situation is. I can see that the investigation has already been started and forwarded to our management team, and it is still being handled. We truly appreciate your understanding while we work on this and will update you as soon as we have news.

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear aolegf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru