Cashwin Casino - Player's winnings are confiscated.

I payed 1000€ and received the 1000€ welcome bonus. First, the real balance is used and then the bonus balance. However, before reaching the bonus balance I hit a huge win with my real balance and now had a real balance of 7720€ + a bonus balance of 1000€. I decided to withdraw my real balance and accept that my bonus balance of 1000€ will be lost. After a few weeks of waiting, my withdrawal requests were cancelled and my winnings were deleted. In live support they told me that is because the bonus was cancelled. This is a complete joke as my winnings weren't bonus winnings but real money winnings. They are not answering my mails... What a joke...

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When you activated the bonus, could you see your balance divided into real money and bonus money, or did your entire balance become bonus money?
• Did you see any pop-up notifications or warnings informing you that once you cancel the bonus, your winnings will also be lost?
• When was the last time the casino customer support communicated with you regarding this issue?
• How much of your balance had already been wagered at the moment you cancelled the bonus?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Veronika,

Yes, the valance was clearly divided into real blance and bonus balance. No, the pop up I received said I would lose bonus of the amount 1000€. It did not say anything about losing the real money winnings. I sent my latest email on this on December 20 and have not received a reply. Live Chat always tells me thesame thing (I attached the Screenshot). They have not once answered an email.

I don't believe my real money bets contributed to the bonus wagering, so I had wagered 0€ or close to 0€ as far as I remember.

Please request the casino to send you your entire gaming history in Excel format, starting from the moment you activated the welcome bonus, up to the moment you cancelled the bonus and had your balance confiscated, and then forward it to me at veronika.f@casino.guru.

Also, please send me a screenshot of the bonus history in your casino account.

Dear Veronika,

I requested the excel history but didn't receive it. The gaming/ bonus history does also not show in my account anymore as only 2026 can be selected so I can not even send screenshots...

Please forward me the emails between you and the casino customer support regarding your requests for gaming history at veronika.f@casino.guru, along with all the other communication relevant to your case. Thank you in advance.

Dear Veronika,

The Casino has never answered a single mail of mine. I asked them to send the excel statement on live support, but didn't receive it.

I understand your situation. However, in order to proceed with your case, we need to see evidence that you attempted to contact the casino’s customer support via email to request your gaming history in Excel format and did not receive a response. For this reason, please forward the emails you sent to the casino to veronika.f@casino.guru.

Please also note that requests for detailed gameplay history are usually not handled via live chat, as the casino typically requires confirmation of personal information through email before providing such data.

They have requested the personal details via email and I gave them but I still did not receive the Excel. I forwarded the emails.

They have just now sent me the statement, but in PDF format and not in Excel format as requested. I sent it to you with email.

Dear luggef3

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear luggef3,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Cashwin Casino to join this conversation and assist in addressing the complaint.

Dear Cashwin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello,

Thank you for the opportunity to clarify this matter further.

After carefully reviewing the customer’s gaming activity, we confirmed that the active promotion was canceled by the customer.

As stated in the Terms and Conditions (Section 23.6), customers have the right to cancel any bonuses before starting the wagering, without losing their own deposited funds. However, if a bonus is canceled after playing with bonus funds but before completing the wagering requirements, any winnings accumulated during the bonus period are removed, as outlined in the same section.

In this case, the customer made a deposit specifically to claim a promotional offer. Therefore, both the deposit and the bonus balance fall under the Terms and Conditions of the promotion. Once wagering has begun, canceling the bonus before fully completing the wagering requirements of the promotion results in the voiding of both the bonus funds and any winnings generated from the promotion.

Additionally, each promotion clearly outlines its applicable Terms and Conditions. For the promotion in question, the wagering requirement is explicitly explained, specifying that it applies to both the deposit and the bonus together.

Moreover, when a customer attempts to make a withdrawal while having an active bonus, a pop-up notification alerting them is displayed. In this case, however, it seems that the customer ignored the notification and chose to cancel the bonus anyway.

As a gesture of goodwill, we returned the customer’s deposit.

We trust this demonstrates our commitment to providing a reliable and transparent environment for all our customers.

Best Regards,

CashWin Casino

There were multiple untrue statements made. First of all, i NEVER specifically requested or selected this stupid bonus, it was automatically on my account after my deposit without me doing anything. Secondly, i did not receive a notification that i would lose all my real money winnings. The pop up clearly stated, that I would lose the 1000€ bonus money.

Are you really saying the pop up sayed something else? Because then you are just straight up lying. I don't think it's fair at all to first of all don't give me a choice of receiving the bonus or not and also to split up my balance into real balance and bonus balance, giving me a message i will lose 1000€ bonus money when cancelling the bonus and then just cancelling the real balance aswell. There was no reasonable way for me to figure that that is going to happen. Also I think my bets didn't even contribute to the wagering I honestly don't know how you can think that is fair play what you are doing. I risked my real money for this and deserve all the wins I made.

Dear luggef3,

Thank you for your detailed response and for sharing your perspective on this matter.

After carefully reviewing all the information provided by both you and CashWin Casino, including the applicable promotional Terms and Conditions, we have concluded that the casino acted in accordance with its stated rules.

As outlined in Section 23.6 of the Terms and Conditions, if a bonus is canceled after wagering has begun but before the wagering requirements are fully completed, any winnings generated during the bonus period may be voided. Based on the records provided, the bonus was active and gameplay had already taken place prior to its cancellation. Therefore, the removal of the associated winnings appears to be consistent with the promotion’s rules.

Given that your original deposit was returned, we do not find sufficient grounds to challenge the casino’s decision in this case. As a result, the complaint will be rejected.

We understand that this is not the outcome you were hoping for. Please know that we always aim to assist players to the fullest extent possible. Unfortunately, in this instance, we must base our decision on the available evidence and the casino’s published rules.

Should you encounter any issues with this or any other casino in the future, you are always welcome to contact us again. Our team will be happy to review your case.

Kind regards,

Stefan

Casino.Guru