Cashwin Casino - Player's withdrawal is delayed due to account verification.

Summary of the dispute

I registered at CashWin, deposited €300 via MiFinity, and claimed the €300 welcome bonus. I wagered the real money portion of my balance first, in compliance with the bonus terms (3x wagering on the deposit), and accumulated winnings that brought my total balance to €3,018.50, comprising €2,718.50 real money and €300 bonus.

I then began the verification process. CashWin confirmed by email that my Proof of Identity and Proof of Address had been approved, and requested proof of deposit. I submitted the MiFinity deposit screenshot and MiFinity profile screenshot as instructed.

Despite this, my withdrawal was declined. I have been in endless back and forth correspondence with their support team, repeatedly submitting the same documents (MiFinity deposit proof, MiFinity profile screenshot, passport) only to be told again and again that the documents do not meet their verification criteria. This continued for months and dragged on into the beginning of this year without any resolution. At no point has CashWin specified which element of the submitted documents is allegedly deficient, and at no point have they alleged any breach of terms on my part.

At some point during this process, the €300 bonus balance was cancelled. I have screenshots showing my balance before cancellation (real €2,718.50, bonus €300, total €3,018.50) and after cancellation (real €2,718.50, bonus €0, total €2,718.50). The casino has provided no explanation for why the bonus was voided.

The €2,718.50 real money balance represents cleared funds (my own deposit and winnings from completed wagering on real money). There is no bonus condition outstanding on this portion of the balance, yet I have been unable to withdraw it.

I am turning to Casino Guru because I have previously had a very positive experience with your team, who successfully helped resolve a €15,000 win dispute for me in the past. I trust Casino Guru's process and am hopeful you can help bring this matter to a fair resolution as well.

What I am requesting

Payment of my €2,718.50 real money balance via MiFinity, my original deposit method. If CashWin maintains that there is an outstanding verification issue, I request a clear written explanation identifying the specific document and the specific element that has failed their criteria, so I can address it.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashwin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you activated this bonus, or was the bonus different? https://www.cashwin636026.com/promotions/firstDepositCasinoCashwin
• Where does the information about the real money wagering come from?
• Since when are you attempting to withdraw winnings from the casino? (date)
• Could you please specify which documents the casino requested from you altogether?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas,

1. Was this the bonus you activated?

Yes, that is the bonus. I used the standard sign-up / first deposit welcome bonus, where I deposited €300 and received a €300 bonus on top.

2. Where does the information about real money wagering come from?

It comes directly from CashWin's own bonus terms. Their structure is that the real money portion of the balance must be wagered first, and the bonus only activates after the real money wagering is cleared. That is exactly what I did. I played through my €300 deposit on real money and built up the winnings on the cash balance. The bonus balance of €300 sat separately and was never touched.

This is also confirmed by the casino's own system behaviour. My screenshots show:

Before bonus cancellation: real balance €2,718.50, bonus balance €300, total €3,018.50

After bonus cancellation: real balance €2,718.50, bonus balance €0, total €2,718.50

If the winnings had been generated from bonus play, the real balance would have dropped when the bonus was voided. It did not. The system kept the €2,718.50 in the real balance because it is real money won from real money wagers.

3. Since when have you been trying to withdraw?

The deposit and winnings were from May 2025 (deposit date 2 May 2025). I started trying to withdraw shortly after and have been going back and forth with the casino ever since. My account is still active and I was still in contact with them in December.

4. Which documents did the casino request?

Over the course of the process, CashWin requested:

Passport (photo of both pages, all four corners visible, not a scan or screenshot)

Proof of address

Proof of deposit: MiFinity screenshot showing the deposit of €300 dated 2 May 2025 with my name

MiFinity profile screenshot showing account holder name, email address, and account number

My Proof of Identity and Proof of Address were both approved. The verification has since been resolved overall, but it took a very long and difficult process to get there. The remaining issue is purely the casino refusing to pay out my real money balance, claiming the winnings are linked to the cancelled bonus, which contradicts both their own system records and standard licensing principles.

5. Communication with the casino

I will forward all my email correspondence and chat transcripts with CashWin support to tomas@casino.guru shortly, including the most recent exchange with their agent Riven, where the casino's position on the bonus cancellation was stated.

Please let me know if you need anything else from my side.

Thank you, Bobby

My two key points:

The casino's own system kept the €2,718.50 in the real money balance. Under clause 23.12, real money is exhausted first and bonus money sits separately. If clause 23.6 truly applied to void all winnings during the bonus period, the system should have zeroed the real balance too. It did not. The platform itself treated these as real money winnings from real money play, not bonus-linked winnings.

Clause 23.17 supports payout of real money funds. It states: "The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus winnings are void, and the remaining funds, if any, are paid to the player." The casino's own terms expressly contemplate that real money funds remain payable to the player even when bonus wagering is not completed.

Can we look at this?

Dear WinBobbyWin,

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, Kubo (jakub.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,

Tomas

Dear WinBobbyWin,

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,

We are currently conducting a full review of your case and gathering all necessary information to provide you with a comprehensive response. Please rest assured that we take this matter seriously and are committed to addressing it in accordance with all applicable standards and procedures.

We sincerely appreciate your patience and understanding. An update will be provided as soon as the review is completed.

Best regards,

CashWin Team

Dear Kubo,

Thank you for taking over the case and for inviting CashWin to respond.

I note CashWin's message stating they are conducting a full review. I want to be clear about the single point that matters here, as this has dragged on since my deposit on 2 May 2025.

The only outstanding issue is payment of my €2,718.50 real money balance. This is cleared funds: my own €300 deposit plus winnings from completed real money wagering. The €300 bonus was voided separately, and CashWin's own system left the €2,718.50 untouched in the real balance when it did so. If these winnings had been bonus-linked, the system would have zeroed the real balance too. It did not. The platform itself treated this as real money won from real money play.

I would ask CashWin to confirm a concrete timeline for processing payment of the €2,718.50

I want this resolved. Thank you both.

Hello WinBobbyWin,

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

They returned my deposit and still haven't verified my account what is this??

The only outstanding issue is payment of my €2,718.50 real money balance.

Dear Cashwin Casino,

I am following up on your previous communication from almost two weeks ago.

I believe that sufficient time has passed for the necessary review to be completed. Could you please provide an update on this matter and clarify the next steps the player needs to take in order to receive the payout of his outstanding balance?

Thank you for your cooperation.

Hello,

Thank you for the opportunity to clarify this matter.

After reviewing the customer's account activity, we can confirm that the customer successfully claimed and received the First Deposit Bonus.

Upon activation of the promotion, the customer began the wagering process, which requires both the deposited funds and the bonus funds to be wagered in accordance with the bonus terms and conditions.

However, before completing the wagering requirements, the customer chose to cancel the active bonus. A pop-up notification was displayed to inform the customer about the active bonus and provide an opportunity to confirm their decision before proceeding. As correctly referenced by the customer of the agreed Terms and Conditions states:

"The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus winnings are void, and the remaining funds, if any, are paid to the player."

By cancelling the active bonus before completing the wagering requirements, the customer forfeited the promotion. Consequently, all bonus funds, together with any winnings generated while the bonus was active, were voided in accordance with the Terms and Conditions in place.

We would also like to clarify that there are currently no pending withdrawals on the account.

Regarding the verification process, during the review of the account, it was noticed that the active bonus had been cancelled before the wagering requirements had been completed. As a result, the account balance was adjusted in accordance with the applicable bonus terms and conditions. We can further confirm that there were no undue delays in the verification procedure. All requests for documentation and all relevant updates were communicated to the customer promptly via email. Unfortunately, the verification process could not be completed without the customer's full cooperation and submission of the requested information.

We kindly encourage the customer to review the communications sent by our Team and to contact our support department should any further assistance be required.

Kind regards,

Cashwin Team

Dear Kubo and CashWin Team,

With respect, CashWin's response does not hold up to scrutiny, and I want to push back firmly because they are misrepresenting both the facts and their own terms.

1. I did not cancel the bonus.

CashWin claims I "chose to cancel the active bonus" before completing wagering. That is simply not true. The bonus was cancelled by the casino during the verification process. CashWin has not produced any evidence whatsoever that I clicked a cancellation button, confirmed a pop-up, or initiated any cancellation from my end. They are inventing a player action to justify a casino action. If CashWin maintains this position, I request they produce the log entry, timestamp, and IP address of the alleged cancellation action from my account. They will not, because it does not exist.

2. CashWin has now misquoted their own terms.

Look carefully at how CashWin has rephrased clause 23.17 in their response. The actual clause reads:

"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."

The clause says "remaining funds, if any, are paid to the player." That is the entire point. Even on CashWin's own (incorrect) version of events, where the player cancels before wagering is complete, the terms expressly require the remaining funds to be paid to the player. CashWin has quoted the exact clause that obligates them to pay me, and then concluded they don't have to pay me. That is not a defence, that is a contradiction.

3. The structure of bonus money makes their position impossible.

This is the core of the matter and I want it addressed directly. Bonus money and real money are separate, ringfenced balances on CashWin's own platform. This is confirmed by:

Clause 23.12: real money is exhausted first, bonus money sits separately.

The casino's own UI showing two distinct lines: "Real Balance" and "Casino Bonus."

My screenshots showing both balances before and after cancellation.

How can a player's own deposit and the winnings on that deposit be "linked" to a bonus that was sitting in a separate, untouched balance? They cannot. The whole point of separating real money from bonus money in the player's wallet is precisely so that real funds remain the player's property and cannot be confiscated when a bonus is voided.

If CashWin's position were correct, that any winnings during an "active bonus period" are bonus-linked and voidable, then there would be no point in having a separate real balance at all. The separation is meaningless under their interpretation. That cannot be what the terms say, and it is not what the system behaviour shows.

4. The system itself contradicts CashWin's position.

The most powerful piece of evidence in this case is CashWin's own platform behaviour:

Before bonus cancellation: Real Balance €2,718.50, Casino Bonus €300.

After bonus cancellation: Real Balance €2,718.50, Casino Bonus €0.

If the €2,718.50 were truly bonus-linked winnings that should be voided under clause 23.6, the system would have zeroed the real balance at the moment the bonus was cancelled. It did not. The platform itself recognised these funds as real money winnings derived from real money wagers, and kept them in the real balance line. CashWin is now asking Casino Guru to ignore what their own platform did and accept a verbal reinterpretation that contradicts their own system records.

5. The verification narrative is also wrong.

CashWin claims there were "no undue delays" and that the verification could not be completed "without the customer's full cooperation." This is not accurate. POI and POA were approved in May 2025. I then submitted the requested MiFinity proof of deposit and MiFinity profile screenshot repeatedly from May 2025 onwards. Each submission was rejected without CashWin ever specifying which element of the documents was deficient. The screenshots requested on 21 June 2025 were identical in substance to those I had already submitted on 23 May 2025. That is the definition of an undue delay.

CashWin also says my deposit has been returned. That is not a resolution, it is the casino unilaterally reversing the transaction to avoid having to deal with the winnings. The deposit refund does not extinguish my claim to the €2,718.50 in winnings that sat in my real balance.

6. What I am asking for.

I am not asking for the bonus. I am not asking for the deposit (which has already been returned, apparently). I am asking for the €2,718.50 in real money winnings that:

Sat in the Real Balance line on CashWin's own platform, not the Bonus line.

Were unaffected when the bonus was cancelled.

Are payable under clause 23.17, which CashWin themselves have now quoted.

Cannot be "linked" to a bonus that was held in a separate, untouched balance.

I have done everything that was asked of me. I submitted every document, multiple times. I wagered, I won, I followed the structure of the casino's own platform where real money plays first. CashWin cannot reasonably take a player's own funds because of a bonus the player never touched and never cancelled.

Kubo, I would ask CashWin to produce:

The cancellation log entry showing I initiated the cancellation, with timestamp and IP.

The specific clause that permits voiding a player's real money balance when the bonus funds were never touched.

The reason their own system kept €2,718.50 in the real balance line if it was truly bonus-linked.

Without these, CashWin's position is not supported by their own terms, their own system, or the evidence.

Thank you,

And honestly, how can my own money be locked to a bonus I never touched? Real money and bonus money are separate balances on their own platform. Before cancellation: real €2,718.50, bonus €300. After: real €2,718.50, bonus €0. If the winnings were really bonus-linked, the system would have zeroed the real balance. It didn't, because they are my real money winnings.

On top of that, they first took my money by voiding the balance, then made me run through the whole verification process, and now they have reset my verification so I have to start over from scratch. That is not fair treatment.

I want to be reasonable. If CashWin won't just pay the €2,718.50, then as a compromise: restore my balance to the original €3,018.50, reactivate the bonus, and let me finish the wagering properly. That is how it was supposed to work in the first place. If I clear it, I withdraw. If I don't, I don't. Fair to both sides.

Dear Cashwin Casino,

I would kindly like to request the player's complete gameplay history, covering the period from the moment of the relevant deposit until the balance was voided.

Additionally, please let me know whether there is any evidence demonstrating that the player voluntarily and knowingly forfeited the bonus, rather than the bonus being canceled automatically by the system. If such evidence is available, please provide it as well.

Please send the requested information and supporting documentation to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Hello Kubo,

Thank you for the opportunity to clarify this matter.

We have reached out to you directly via email with further details and supporting information for your consideration. We kindly ask you to review them at your earliest convenience and let us know if any additional clarification is required.

We look forward to your feedback.

Best Regards,

CashWin Team

Dear Kubo,

Thank you for requesting the gameplay history and evidence of any voluntary cancellation. That is exactly the right information to ask for.

A few quick points from my side:

If CashWin provides an honest gameplay history, it should confirm what my screenshots already show: real money wagered on real money rounds, with the real balance intact when the bonus was voided.

CashWin publicly claimed I "chose to cancel" the bonus and that a pop-up was shown. If true, there will be a log entry with a timestamp, my IP, and the click action from my account. Please don't accept a general statement here, the specific cancellation log is what matters. If they cannot produce it, their entire basis for voiding my balance falls apart.

Could you also ask why my verification has now been reset? POI and POA were already approved months ago. First they voided my balance, then made me run through full verification, and now they have reset it so I start over. That looks like delay, not process.

My position is the same: either pay out the €2,718.50 under clause 23.17 (which CashWin themselves quoted), or restore the original €3,018.50 with the bonus reactivated so I can finish the wagering properly. Either is fair.

Thanks for handling this properly, I trust your process.

Best regards,

Dear Cashwin Casino,

Thank you for providing the requested evidence.

There is just one final point I would like to clarify in order to complete the assessment of the case.

Could you please provide a visual example or screenshot of the pop-up notification displayed to players when they attempt to cancel an active bonus?

From some previous complaints, I understand that a similar pop-up may be displayed when a player attempts to withdraw while having an active bonus, and that this pop-up directly prevents the player from submitting the withdrawal request. However, in this case, the withdrawal request was submitted only one week after the bonus in question had been cancelled.

For that reason, I assume the pop-up you are referring to here is a different one. Is that correct? If so, could you please confirm whether this notification is displayed immediately after the player attempts to cancel the bonus from their account?

Thank you for your cooperation.

Dear Kubo,

While we wait for CashWin to produce the pop-up screenshot and cancellation log, I want to draw your attention to one more detail on my own dashboard screenshots that I think is decisive.

Compare the two states of my account, before and after the bonus cancellation:

Real Balance: €2,718.50 → €2,718.50 (unchanged)

Casino Bonus: €300 → €0

VIP points: 149 → 149 (unchanged)

Points to next step: 51 → 51 (unchanged)

Prize at next step: 40 FS → 40 FS (unchanged)

VIP points at CashWin are earned through wagering activity. CashWin is telling you that the wagering and any winnings generated during the bonus period were voided. But if that were true, the VIP points and progression earned from that same wagering should also have been rolled back. They were not. The VIP totals are identical before and after the bonus cancellation.

This means CashWin's own loyalty system continued to recognise my play as valid, real-money wagering that earned me progression rewards. The casino cannot consistently claim that the same wagering activity is "void" for the purpose of withholding my balance and "valid" for the purpose of awarding me VIP points. The system itself has resolved the contradiction in my favour.

Combined with the fact that the Real Balance line stayed at exactly €2,718.50 through the cancellation, the platform's own behaviour confirms these are real money winnings, not bonus-linked funds.

Thank you for pressing CashWin on the pop-up evidence. I look forward to your assessment.

Best regards,

Hello,

Please be informed that we have provided additional information for your assessment via email.

Best regards,

CashWin Team

Dear Cashwin Casino,

Thank you for providing requested information.

Dear WinBobbyWin,

I understand your frustration regarding the outcome. However, after reviewing all the available information, we have concluded that there is no valid basis for a refund.

The bonus in question was subject to a wagering requirement. Therefore, it would not be reasonable to cancel the bonus during active wagering while retaining the winnings generated through that bonus. Although the funds may have appeared in the real-money balance, they were accumulated during bonus play and remained subject to the applicable bonus conditions.

The wagering requirement was not three times the deposit amount, as you stated. According to the information displayed in the bonus details, the requirement was 35 times the combined deposit and bonus amount. You deliberately claimed the bonus and subsequently cancelled it before completing the wagering requirement. As a result, the associated bonus funds and winnings were forfeited in accordance with the bonus terms.

Bonuses with wagering requirements generally operate in this manner. Winnings generated from an unfinished or cancelled bonus cannot normally be withdrawn unless the wagering conditions have first been completed.

For these reasons, I must reject your complaint as unjustified.

Best Regards,

Kubo