The player from Spain had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player reported that his account had been permanently blocked without justification, preventing him from accessing his funds of €2,200. Despite attempts to communicate with the casino and provide necessary documentation, the player did not respond to follow-up inquiries from the Complaints Team. Consequently, the complaint was closed due to this lack of communication, although the player retained the option to reopen it in the future.
Cashwin Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,870
Cashwin Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
COMPLAINT FOR IMPOSSIBILITY TO WITHDRAW MONEY IN ONLINE CASINO WITHOUT A LICENSE
I EXPOSE:
I am a user of the online gaming website called Cash Win (https://www.cashwin30904.com/es), operated by the company Softgenius NV, with registered office in Curaçao, without a valid or recognized license to operate in Spain or the European Union.
That I made the following deposits on the platform:
400€ initial, earning 50€ (total balance 450€)
I then deposited €800 and another €500, making a total bet of €1,700.
Currently, after playing and accumulating winnings, my available balance is €3,878.
When I tried to withdraw my money, I was asked to verify my identity, a process I successfully completed.
That, despite my repeated attempts to withdraw my funds, the casino refuses to process the transfer, citing an internal policy that requires wagering a minimum of three times my total deposits on slots and ten times in the live casino to withdraw my winnings.
I have told the casino that I have met their wagering requirements and wish to withdraw my money without continuing to gamble, but they insist that I continue playing in order to access my funds.
I have documentary evidence in the form of screenshots and records of conversations with customer service that demonstrate this unjustified refusal to return my money.
For all the above,
I REQUEST that the reported events be investigated and that the corresponding legal responsibilities for possible fraud or scams in the management and operation of the aforementioned online gaming platform be determined.
I attach as evidence:
Screenshots of balance and communications with the casino.
Emails and messages with casino support.
Receipts for deposits made.
Valencia, [date of submission]
Signature: _____________________________
Automatic translation:
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10 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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9 months ago
TranslationI have successfully passed the verification, I PLAYED AND BETTED what was required, even so THEY BLOCKED MY ACCOUNT WITHOUT ANY REASON, I had REAL money IN MY account, today I try to access and I find out to my surprise that I am permanently blocked without being able to withdraw my money, on Monday I will file a complaint with the national police against this Casino for fraud, I attach the photos as evidence
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9 months ago
TranslationThey are scammers
Don't play at that casino, they blocked my account permanently to not complete my withdrawals and reject them
I had €2200 in my account
They limited me to withdrawing €600 per day
I was subsequently permanently blocked for no reason.
On Monday they will surely reject my withdrawals and these scammers will wash their hands.
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9 months ago
TranslationCOMPLAINT FOR IMPOSSIBILITY TO WITHDRAW FUNDS FROM AN ONLINE CASINO WITHOUT A LICENSE
I EXPOSE:
That I am a user of the online gaming website called Cash Win ( https://www.cashwin30904.com/es ), operated by the company Softgenius NV, with registered office in Curaçao, which does not have a valid license to operate legally in Spain, nor is it authorized by the General Directorate for the Regulation of Gambling (DGOJ) or by any competent regulatory body in the European Union.
That I have made the following deposits on said platform:
A first deposit of €400, with which I obtained an initial profit of €50, reaching a balance of €450.
I subsequently deposited €800 and an additional €500, making a total of €1,700 deposited.
After placing several bets, I managed to accumulate a balance of €3,878 in my account. When I tried to withdraw this amount, the casino asked me to verify my identity, a process I successfully completed.
However, the casino imposed an additional condition, an internal policy requiring players to wager a minimum of three times the total deposits on slots (x3) and ten times in the live casino (x10) in order to release the funds.
I strictly complied with these wagering requirements, reaching a total balance of €4,406. Once my account was verified so I could withdraw my winnings, the casino decided to permanently block my account without justification. All my money was retained within the Cashwin platform, with no way of accessing the funds or receiving a clear response from customer service.
I have tried to contact the platform's support service on multiple occasions without receiving any solution, and I have documentary evidence consisting of:
Screenshots of my account balance and messages exchanged with customer service.
Emails and messages sent and received through official casino channels.
Bank receipts for deposits made.
For all the above,
I REQUEST that the facts reported here be investigated and that any potential legal liability arising from a potential scam or fraud by Softgenius NV be determined, for arbitrarily and without legal basis preventing the withdrawal of legitimately earned funds, as well as the unjustified blocking of my account.
Edited by a Casino Guru admin
Automatic translation:
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9 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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9 months ago
Dear player,
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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9 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
I kindly ask you to send us the full communication you’ve had with the casino so far, especially any messages or emails in which they explain the reason for permanently blocking your account. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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.
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9 months ago
Dear player,
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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8 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,
Dominika
Casino.Guru
