The player from Germany had deposited 20 euros and attempted to withdraw 215 euros but had 40 euros deducted as a bonus. After initiating the withdrawal, Cashwin canceled 155 euros, leading the player to believe he had been defrauded. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Cashwin Casino - Player's winnings have been partially confiscated.
Closed
Our verdict
Player stopped responding
Amount: €175
Cashwin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 months ago
Translation
Hello,
I deposited 20 euros and played, played around and it showed me that I could withdraw 215 euros and that I still had a 40 bonus, so I pressed withdraw and 40 euros of the 215 euros were deducted, so I had a credit of 175 euros that was also displayed for withdrawal. I also printed withdraw and it was OK.
Unfortunately, Cashwin canceled 155 euros today. I consider this to be fraud on the part of Cashwin.
Automatic translation:
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3 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Cashwin Casino. I have checked the terms and conditions of the casino and have found the following rules:
23.14. At the end of the bonus period, if the bonus is not spent and the conditions of wagering are not met, all bonus money and winnings are void.
23.17. The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus and winnings are void, and the remaining funds, if any, are paid to the player.
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- When did you make the deposit? Was the bonus added to your account automatically upon making the deposit?
- Can you specify what bonus it was? If it's possible, please share the link for this specific bonus.
- Have you started the bonus wagering?
- What was the exact reason given by Cashwin for canceling the 155 euros?
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
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3 months ago
Dear Borussia1365,
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.
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3 months ago
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,
Natalia
Casino.Guru
