The player from India had deposited 12,000 Rs on October 2, 2025, but did not see the funds reflected in his casino account despite having provided his bank statement multiple times. After over two months of communication and confirmation from his bank that the money had been debited, he continued to face delays, with the casino support repeatedly asking him to wait. The player was requested to provide multiple documents to support his case, but due to his lack of response to these requests and reminders, the complaint was closed at that time. The option to reopen the complaint remained available if the player chose to resume communication.
Cwinz Casino - Player's deposit is delayed.
Closed
Our verdict
Player stopped responding
Amount: 12,000 INR
Cwinz Casino
Safety Index:LowCase summary
Discussion
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2 months ago
I have deposited 12000 Rs on 2nd october 2025, today is 26th November 2025.
I have provided them with my bank account statement several times over these 2 months i have a mail trail with their support over 50 emails.
they keep saying they did not receive the money they did not receive the money.
please help me in this regard,
I have also confirmed from my bank that the money is debited from my bank successfully and if it is not recieved by the beneficiary it need to be handled at their end. They keep saying wait for 24-48 hours again and again and again.....
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2 months ago
Important notice:
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2 months ago
Dear Karansharmazz,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
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2 months ago
I was not able to find the contact details of the payment provider, and for proof when i asked the casino about their payment partner contact details they asked me another 48 hours ignoring my request, please find attached screenshot.
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2 months ago
Thank you for your reply.
To proceed with your case, could you please forward me the following documents?
- deposit receipt
- screenshot of your transaction history in your casino account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is [email protected]. Thank you for your patience and cooperation.
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2 months ago
Dear Karansharmazz,
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.
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1 month ago
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,
Veronika
Casino.Guru
