Cashwin Casino - Player's withdrawal is repeatedly delayed.

Hola. He aportado toda la documentación necesaria para realizar un retiro en Cashwin. Sin embargo, desde atención al cliente se me requiere una y otra vez los mismos documentos, pese a haber sido aprobados en varias ocasiones. Mi cuenta aparece verificada, pero a la hora de solicitar un retiro este siempre es cancelado y el estado de mi cuenta vuelve a estar pendiente o en proceso. ¿Podríais ayudarme?

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.

• Could you please specify since when you have been attempting to withdraw your winnings?
• Could you please share screenshots documenting the previous withdrawal requests being rejected, if available?
• What documents were requested from you repeatedly? Have you provided the documents each time?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you discussed the issue with casino support? What response have you received? Send emails or chat transcripts of your interaction with support 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

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.

Dear Jugador19,

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.

Thanks for your provided information.

Have you discussed the issue with the casino ?

Has the casino explained why your withdrawals are rejected? Has the casino provided any alternative payment methods for you to use?

If you have saved any communication where you discuss the issue with the casino, please send it to me for review. My email is tomas@casino.guru

Looking forward to your reply.

Dear Jugador19,

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.

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,

Tomas

Casino.Guru