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