The player from Ontario had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The delay was explained by the Complaints Team as a common occurrence due to KYC verification or a high volume of withdrawal requests, advising to wait at least 14 days before filing a complaint. The player acknowledged this explanation and agreed to wait, noting that her first payout had been processed much faster. The complaint was then marked as resolved following the player's confirmation that the issue had been addressed.
Cashwin Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: C$800
Cashwin Casino
Safety Index:Very highCase summary
Discussion
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4 weeks ago
I submitted a withdrawal request on Jan 25 2026 for the banking of 800.50 CAD Since then, I have contacted Cashwin multiple times via email and live chat, and despite repeated promises, my withdrawal has not been processed.
Support repeatedly tells me to "wait" or that my request is "in progress," but provides no timeline, no updates, and no clear reason for the delay. I have fully completed KYC verification and complied with all casino requirements.
No bonus was used
At this point, communication has stopped — they no longer respond on live chat or email. I have taken screenshots of all conversations, which I can submit as evidence.
This appears to be a deliberate delay tactic to avoid paying winnings.
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4 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 weeks ago
Dear Missmelly,
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 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
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4 weeks ago
Fair enough to give them 14 days
just found it odd when my first payout was less then 12 hours .
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Missmelly,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
