Cashwin Casino - Player's withdrawal is delayed and funds are confiscated.

I am beyond fed up with Cashwin Casino. I’m trying to withdraw just €68, and they are making this impossible. I have provided all the valid documents they themselves say are enough – a utility bill in my name with my current address, complete with name, address, and date. Yet, they refuse to pay me, demanding completely absurd things like:

A selfie in front of my old German address (I live in Brazil now, 9,000 km away).

My parents’ utility bill AND my birth certificate.

I have been dealing with this nonsense for over three months. Every time I talk to their support, I get the same ridiculous excuses, and they just escalate my case without solving anything. It’s like they are intentionally dragging this out to avoid paying me.

I’m not asking for thousands, I’m not asking for anything crazy – just €68 that is legally mine. And yet, they treat me like I’m trying to scam them. This is insane, unfair, and mentally exhausting.

I’m posting this here because Cashwin is clearly not cooperating in good faith. I demand that they release my money immediately. This is not about verification anymore, it’s about them refusing to pay a customer over the smallest possible sum.

If anyone has advice on how to get this €68 back, I would appreciate it. But most importantly, avoid this casino at all costs.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Please specify when you created your account at Cashwin.
• Were you living in Germany at that time? Did you provide your German address during registration?
• How long have you been in Brazil? Did you update your new address in your casino profile?
• What document did you provide to the casino as proof of your relationship with the person named on the proof of address document?
• Do you have a Birth Certificate document in your possession?
• Can you please confirm if your other documents were accepted for KYC, and the problem lies solely in proof of address?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Natalia,

Thank you for responding. Let me make a few things crystal clear, because this has already been dragged out for more than three months over a €68 withdrawal:

• My account was created around mid-2023.
• Yes, when I created my account I was living in Germany. I provided multiple documents in my name to verify my German address at the time, including: government registration, work contract, N26 bank statement, and — most absurd of all — a photograph of myself holding my ID (with all details legible) and a note on a checkered piece of paper saying "Hello Cashwin" with the date, taken in front of my German address with my hair, eyes, ears, nose, mouth, chin, elbow, and even a street sign visible. I took that picture to the best of my abilities while still in Germany (attached), but it was rejected because my ID wasn’t readable. That’s when I realized that request was literally impossible to satisfy.
• No, I did not update my address. However, I discussed this with customer support multiple times, and they never instructed me to update it. If I do need to update it, that shows at least zero interest on helping
• I will not provide my birth certificate. It is irrelevant, as I provided an utility bill in my name, at my current address. Asking for my parents’ bills and a birth certificate is unreasonable.
• I do not have a birth certificate at hand, and obtaining one costs money, time, and effort. I do, however, have another official document that shows my full name, ID, driver’s license, and parentage — but Cashwin refuses to accept it.
• All of my other documents were accepted.

This is not about "serious KYC." This is about withholding my €68 using impossible requirements. I have already proven my identity and my address with valid documents.

I am asking once again: Why is a utility bill in my name, with my current address, not sufficient?

Enough is enough.

Best regards,

Henrique

Dear Player,

Thank you for your response. I completely understand how frustrating a lengthy verification process can feel. I just have a few follow-up questions that should help clarify the situation:

• Could you confirm your permanent address? Is it the same as the one listed in your casino profile and the address you are trying to verify?
• In your last message, you mentioned having a utility bill in your name. My understanding was that the initial issue arose because the bill you provided was in your parent’s name and the casino asked for a document proving your relationship. Is this utility bill connected to a different address?
• Lastly, did the verification process only begin about three months ago, or was any verification required between mid-2023 and now?

Dear Natalia,

Let me lay out the situation as clearly as possible:

• First submission: I originally provided a utility bill in my parent’s name.
• Casino request: Got asked for a birth certificate to prove the relationship.
• My attempt: I sent an alternative document that also proves paternity.
• Casino response: Document got rejected and insisted on a birth certificate only.
• My solution: Since I do not have a birth certificate available, I provided a utility bill in my own name, which should make the birth certificate request completely irrelevant.
• Current situation: Despite this, the casino continues to demand a birth certificate, even though my address has already been proven with a valid utility bill in my name.

On top of this, my account still shows my previous German address [hidden by Casino Guru team] even though I have contacted live chat multiple times to update it. The casino refuses to change it, which blocks me from properly updating my profile and causes even more issues.

At this point, the only document that is still being challenged is proof of address, and I have already provided more than enough to satisfy that requirement.

I am only trying to withdraw 68 euros. The endless requests for unnecessary documents feel like deliberate obstruction.

Regards,

Henrique ****

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Natalia,

Thank you for your response. I have forwarded most of the communication history with CashWin to you so you can review everything in detail.

Best regards,

Henrique ****

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Kelhor,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Cashwin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Cashwin Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello,

Thank you for informing us about this matter.

Your request has been forwarded to the appropriate department for further review and consideration. Please rest assured that we take all matters seriously and are committed to handling them with the utmost care.

We greatly appreciate your patience and will provide you with an update as soon as possible.

Best regards,

CashWin Team 

Dear Cashwin Casino,

I am following up to check if there have been any updates regarding this matter and your review. Could you please share the current status of how this issue is being handled? Has the review been completed?

Thank you for your cooperation, and I look forward to your response.

Hello,

Thank you for the opportunity to reply to this.

We would like to take this opportunity to assure you that we have carefully reviewed your case and remain committed to providing you with a customer-focused and supportive experience, available to you 24/7.

Following our thorough review, we are pleased to inform you of an additional resolution: you may create a new account on our platform with the correct details, reflecting your recent relocation.

Once the verification process is successfully completed on the new account, the active balance from your previous account will be transferred accordingly. You will then be able to withdraw your funds without difficulty and continue enjoying our services.

Please note, however, that promotions previously redeemed under the Welcome Package on your old account will not be available again on the new one.

To proceed with this solution, we kindly ask that you confirm your agreement with us via chat or email, and our team will be glad to assist you throughout the process.

We thank you for your understanding and trust, and we hope this resolution demonstrates the openness and commitment we bring to supporting our valued customers.

Best regards,

CashWin Team

Dear CashWin Team,

Thank you for your response and for finally providing a clear solution.

I agree with your proposal to create a new account with my current, correct details so that my balance can be transferred and withdrawn. Please confirm the exact steps I should follow to ensure this process goes smoothly and without further delays.

I also kindly ask for written assurance that once my new account is verified, the balance (€68) will be promptly transferred and made available for withdrawal to the same bank account I originally used for deposits.

Thank you again for your cooperation. I look forward to resolving this matter quickly.

Best regards,

[redacted by Casino Guru]

Dear Cashwin Casino,

Thank you for your response and for proposing this solution. I sincerely appreciate your additional efforts to ensure fair treatment of the player.

Dear Kelhor,

As suggested by the casino, please confirm your agreement via their chat or email. The casino representatives should provide you with all the necessary instructions. Once you receive a response, kindly let me know.

Thank you for your cooperation.

Hello,

To proceed further with this process, we kindly ask you to create an account using the correct details, ensuring that your current address is accurately provided. Once your account is set up, please contact us via live chat, and our team will be happy to guide you through the next steps.

Thank you for your cooperation.

Best regards,

Cashwin Team

Dear CashWin Team,

I’m writing to confirm that I have created a new account using my correct and current address, as requested. The verification process for the new account has been successfully completed.

Please proceed with transferring my remaining balance (€68) from my old account to the new one, as per your earlier message.

Thank you for your cooperation, I look forward to the completion of this process.

Best regards,

[redacted by Casino Guru]

Hello,

Thank you for your cooperation so far.

The next step is to complete the verification process on your new account. Once you have submitted the required documents, please contact our Support Team via Live Chat using the new account so we can expedite the process for you.

After the verification is successfully completed, we will proceed with transferring the necessary data to your new account.

Best regards,

CashWin Team

Dear Kelhor,

Please follow the casino’s instructions and proceed with the verification process. Kindly let us know once you have completed the required steps so we can continue assisting you.

Thank you for your cooperation.

Dear Kelhor,

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.

Dear Kubo,

I am currently following CashWin’s instructions via email, as they requested. However, they have not replied to my messages for over 15 days now.

It’s also important to note that CashWin has never responded to a single email I’ve sent directly to them, despite me having sent around three in total. The only replies I’ve received have come through the Casino Guru mediation channel.

I just wanted to keep you updated, as I have been fully cooperating and following their instructions, but the lack of communication from their side is preventing any progress.

Best regards,

[redacted by Casino Guru]

Dear Kubo,

I am contacting you once again to formally report CashWin’s ongoing unethical and potentially fraudulent behavior.

After following every instruction from CashWin — including creating a new account at their request — they transferred my balance internally to this new account. However, they are now demanding a proof of deposit before allowing me to withdraw, even though the funds were never deposited by me but rather transferred internally by CashWin themselves.

This is a clear stalling tactic and an attempt to extort additional money from users before allowing withdrawals. I have exchanged several emails with CashWin and have never received a single response from their support team, not even after over 15 days.

I demand immediate action by investigating CashWin and suspending their "safe" safety index. The fact that a supposedly verified casino can withhold user funds under such conditions severely undermines player trust and casino guru's credibility as a mediator.

Please confirm receipt of this complaint and provide an update regarding the review of CashWin’s safety index and behavior.

I have the transcript and can forward them to you via email

Sincerely,

[redacted by Casino Guru]

Dear Kelhor,

Please note that the casino has the right to request proof of deposits made on their platform from their players. Even though the funds were transferred to your new account by the casino from your previous one, the original deposits were made by you. Therefore, the casino is entitled to request evidence of these transactions, and we kindly ask you to follow their instructions accordingly.

Regarding your concerns and request to suspend the casino’s Safety Index - please understand that casino's refusal to omit or simplify standard verification procedures (such as KYC and AML checks) is not considered a violation from our perspective. These procedures are legitimate and required by law to ensure secure and compliant operations.

Thank you for your understanding and cooperation.

Kubo, the funds currently in my CashWin account were transferred internally by the casino itself, not deposited by me. Therefore, the request for a "proof of deposit" is not only illogical but impossible to comply with, as there was no deposit made in the first place

Furthermore, the original account already had its proof of deposit successfully verified by CashWin. This means the casino has already confirmed the legitimacy of the original transactions and cannot reasonably demand the same verification again for funds they themselves transferred internally.

Dear Kelhor,

That’s what I meant by your original deposits — the deposits made to your old account. Thank you for the clarification; the fact that these funds were already verified on your previous account is important information.

Dear Cashwin Casino,

Could you please clarify why you are requesting proof of deposits for funds that were transferred to the player’s account by your team?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for the opportunity to further clarify this matter.

Please note that a proof of deposit was not requested in this case, as the deposit had already been successfully verified.

To proceed with your withdrawal, kindly select one of the currently available withdrawal methods and complete its verification in order to use it securely.

If you require any additional assistance, please feel free to contact us directly via live chat or email.

Thank you for your cooperation and understanding!

Best regards,

Cashwin Team

Dear CashWin Team,

Thank you for your message.

However, your statement that "a proof of deposit was not requested" directly contradicts what your own support agent asked from me during our live chat.

Here is the exact quotation from your agent Maverick:

"Understood, once you will complete your first deposit and have a valid proof of deposit, you will be able to withdraw."

"You require to make a deposit and verify the method before you can withdraw."

This makes it very clear that proof of deposit was requested, and in fact, I was explicitly told that I must make a new deposit in order to proceed. That requirement is both illogical and impossible given that the funds in my new account were transferred internally by CashWin.

Additionally, as previously stated, my original deposits were already verified on my old account.

I kindly ask CashWin to clarify:

Why was I instructed to provide a proof of deposit or make a new deposit,

when the casino now claims that no such requirement existed?

Thank you.

Dear Kelhor,

Regardless of the evident discrepancy between the casino’s recent statement and the information you received from customer support, could you please confirm whether you have attempted to submit a withdrawal request using the available withdrawal method outlined in the casino’s latest message?

If you have tried, do you receive an error message stating that your deposit needs to be verified? If so, does this occur with all available withdrawal methods?

Thank you for your clarification.

That is correct, the casino does not allow me to withdraw. Screenshot attached

Dear Kelhor,

Thank you for your confirmation, and please accept my apologies for the delayed response.

Dear Cashwin Casino,

Could you kindly look into this issue? Although you stated that the player is free to use any available withdrawal method, it appears that the system does not allow the player to select any option, and the same error message continues to appear.

Would it be possible for you to process the withdrawal manually on your end, or provide the player with clear instructions on how to proceed?

Thank you for your cooperation.

Hello,

Thank you for providing us with the chance to get back to you with more details.

We would like to highlight the fact that a Proof of Deposit is not required at this time, as there were no deposits on the new account. However, we would like to point out that the customer can try again to make a withdrawal request, with their choice of method.

It is important that once the customer makes the withdrawal request, the verification process starts for that method (e.g: if the customer chooses to withdraw via an e-wallet, they should provide proof for that method in parallel with their withdrawal request).

Once the withdrawal request has been submitted and the relevant document provided, we suggest reaching out to our Customer Support team, who can offer guidance to help ensure the process moves forward smoothly.

That being said, we hope that this message brings more clarity, and for any other questions, please let us know.

Warm regards,

CashWin Team

Dear Kubo,

I would like to report a new and serious issue.

It has now been more than 24 hours since I submitted a Bitcoin withdrawal request, and the withdrawal is still marked as pending.

Additionally, I would like to formally complain about the fact that CashWin only allows withdrawals via cryptocurrency. No bank transfer or card withdrawal options are available in Brazil at least, despite the original deposits being made through traditional payment methods. This restriction was never clearly disclosed and effectively forces players into a withdrawal method they may not wish to use.

Given the length of this case and the repeated obstacles encountered at every step, I kindly ask that this matter be treated with urgency. At this point, I am not asking for explanations, but for a clear resolution: either the transaction hash confirming the blockchain transfer or confirmation that the withdrawal has been completed.

Thank you for your assistance, and I look forward to your prompt response.

Kind regards,

H**** M**** P****

Dear Cashwin Casino,

Once again, thank you for your clarification.

Dear Kelhor,

At this moment, I would recommend following the casino’s instructions provided in their most recent message in this thread and contacting the casino’s customer support directly to inquire about your pending withdrawal request. We are not aware of the specific procedures or potential issues that may arise at each individual casino.

I understand your concern regarding the available withdrawal methods; however, the selection of payment methods and their availability for specific markets is solely at the casino’s discretion, and there are no grounds for us to urge the activation or deactivation of particular methods.

Please contact customer support and share their response with us.

Thank you for your understanding and cooperation.

After almost 1 week of my withdrawal being pending, I sent a text to live support to see what's up... I can't believe my eyes

Dear Kubo,

Dear Casino Guru Team,

The situation continues to escalate in a concerning way.

At the time of writing, the withdrawal has still not been completed. It has now been pending for over one week, and CashWin has introduced yet another verification requirement, this time labeled a "crypto withdrawal verification."

This verification allegedly requires me to provide a photograph of myself with:

• My full face visible,
• Elbow visible,
• My government-issued ID fully visible and legible,
• A handwritten checkered paper containing the message "Hello CashWin."

This demand comes after months of prior verification, including successful validation of proof of deposit on my previous account, internal fund transfers performed by the casino itself, and multiple rounds of identity checks.

The introduction of such a requirement at this stage is not only excessive but borders on the impossible to justify from a compliance or security standpoint.

The overall withdrawal process has now stretched to approximately half a year. I firmly believe that at least 95% of players would have abandoned the process long ago, which makes this system functionally effective at preventing withdrawals without issuing an explicit refusal.

CashWin has shown no flexibility, continuously added new requirements, and repeatedly demanded documents that are unreasonable or disproportionate. Notably, genuine cooperation only began after I escalated the issue publicly via Casino Guru. Prior to that, communication was slow, repetitive, and unproductive. This strongly suggests that assistance was offered to mitigate reputational damage, not as part of a consistent or fair internal process.

Even if one assumes the absence of deliberate bad faith, which I personally find unlikely, the withdrawal system remains severely inefficient, opaque, and hostile to players. Restricting payouts to cryptocurrency only, resetting verification states, and introducing new identity demands mid-process cannot reasonably align with the standards of a "safe" casino.

I respectfully urge Casino Guru to continue investigating this case thoroughly and to further reassess CashWin’s Safety Index. Regardless of the final outcome, this process itself is evidence of systemic failure.

Best regards,

H**** M**** P****

Dear Kubo,

I would like to report the content of a recent live chat with CashWin support, as it clearly demonstrates contradictory and unreasonable behavior regarding my withdrawal.

During the conversation, the agent confirmed that:

• I have an active pending withdrawal.
• At the same time, they claimed my account is not verified.

This is logically inconsistent. If my account were not verified, the system should not have allowed me to submit a withdrawal request in the first place.

The agent further stated that the "green tick" on my account represents an automatic verification, but that a separate "human verification team" now requires an additional document after the withdrawal request was made. This document consists of a photograph of me holding my ID and a handwritten note on checkered paper saying "Hello CashWin", with specific body parts visible.

When repeatedly asked why this document is required, the agent was unable to provide any concrete reason beyond repeatedly stating "for verification purposes". No regulatory basis, no risk explanation, and no justification for why this requirement was introduced only at the withdrawal stage.

This demonstrates:

• Post-withdrawal escalation of verification requirements
• Internal inconsistency between system verification and manual verification
• Lack of transparency and inability to explain compliance requirements
• A process that effectively blocks withdrawals while maintaining plausible deniability

I am happy to provide the full chat transcript if needed.

Best regards,

H**** M**** P****

Dear Kelhor,

Please note that the casino has provided clear instructions on how to complete your verification process. Requesting a selfie with your identification document and a piece of paper showing the casino’s name and the date is a standard procedure in the online casino industry.

If you choose not to comply with these instructions, no amount of complaints will allow us to offer further assistance in this matter, as we cannot require the casino to change or bypass their verification procedures.

Could you please confirm whether you are able to provide the requested selfie according to the casino’s instructions?

Thank you for your cooperation.

Dear Kubo,

I must strongly disagree with the characterization of this situation as a "standard verification procedure," and I believe it is important to clarify the factual reality.

I have attempted multiple times to comply with the casino’s selfie verification request. Each submission was rejected on the grounds that my ID details were "not legible," despite the fact that the requirements themselves make legibility extremely difficult, if not practically impossible, to achieve.

The casino simultaneously demands:

• A selfie showing my full face, forehead, and elbow
• My physical ID held in the same frame
• A handwritten note on patterned paper
• All ID details to be fully legible

These requirements directly conflict with one another from a technical standpoint. Holding an ID close enough for full legibility while also keeping all requested body features visible results in either motion blur, loss of focus, or insufficient resolution. This is not a matter of unwillingness or poor cooperation, but of physical and technical impracticability.

Additionally, CashWin has demonstrated zero flexibility throughout this process (I even suggested sending a video). No alternative verification method has been offered, no partial acceptance, no manual assistance, and no adjustment despite repeated failed attempts. The casino only began responding constructively after the issue was escalated to a mediating platform, which raises serious concerns about whether cooperation is driven by fairness or by reputational pressure.

While I acknowledge that identity verification itself can be legitimate, the way it is being applied here — post-withdrawal, without flexibility, and with internally conflicting requirements — goes far beyond what can reasonably be described as standard practice.

At this point, I am complying to the extent that is physically possible, but I cannot manufacture legibility under contradictory constraints.

I believe this context is essential for a fair assessment of the case.

Best regards,

Henrique Mendes Pileggi

Hello Everyone,

Wishing you a Happy New Year 2026!

Dear Kelhor,

Thank you for bringing this issue to our attention and for your thorough breakdown. Your points are valid, without any doubt.

Dear Cashwin Casino,

It appears that the conditions under which the player is required to provide the requested selfie are not realistically achievable. While we understand that player selfies are part of standard verification procedures, requiring the presence of all specified body parts together with documentation and a handwritten note (while still maintaining full ID readability) seems extremely difficult, if not impossible. Additionally, given the relatively moderate amount in question, these requirements appear highly excessive.

Therefore, I kindly request that you provide assistance once again and offer alternative options on how the player can complete the verification. I am not asking you to bypass your procedures, but rather to suggest a feasible solution for all parties involved - for example, conducting a verification call or requesting additional supporting documents.

Thank you for your cooperation.

Hello,

Thank you for your message.

We would like to clarify that the customer has previously been in contact with our team via Live Chat, during which the customer inquired about the purpose of the aforementioned document requested for verification.

At this stage, however, we haven’t received any documents in the designated verification page. In order for the process to move forward, the required documents may be submitted through the appropriate section of the website, and once this step is completed, the verification review can continue and the withdrawal request may be examined accordingly.

We trust that the above provides the necessary context regarding the situation.

Warm Regards,

CashWin Team

Dear Kubo,

I need to correct an inaccuracy in CashWin’s latest statement.

It is not true that no documents were submitted. On my previous account, I did submit the exact selfie attached to one of my replies (ID visible, handwritten note, face visible). That submission was explicitly rejected by CashWin, with the stated reason that the ID details were not legible.

In other words:

• The document was provided
• It was reviewed
• It was rejected, not missing

This is precisely the issue being raised: the casino is requesting a type of photograph that is, in practice, extremely difficult to produce while keeping all ID details fully readable. The current claim that "no documents were received" omits this prior rejection and creates a misleading impression that the player has not attempted to comply.

Additionally, the same document requirements are now being reintroduced on the new account, despite:

• The original deposits having already been verified on the previous account
• The funds having been transferred internally by the casino itself

I remain willing to complete verification through any realistic alternative method, as you already suggested (for example, a video instead of a picture, which I suggested but got turned down), but repeating the same impractical requirement does not resolve the issue.

Best regards,

H**** M**** P****

Dear Kelhor,

Could you please provide an official email from casino or any other evidence confirming that your document submission was rejected?

You are welcome to share any relevant materials directly in this thread or send them to me via email at [email protected].

Thank you very much for your cooperation.

Hello Kelhor,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru