Cwinz Casino - Player is struggling with deposit issues.

I had added ₹4000 through paykasmmaPaytm on 28th September.

I was given a number on which I was asked to send ₹4000. I sent ₹4000 to Paytm and copied the transaction ID and uploaded it on my Cwinz account at the same time.

Then I messaged you after about 10 minutes. Your team replied to me that it may take 1 hour.

One Hour after that I contacted your team. His team told me that this transaction ID has already been added.

Your customer support told me that he has gone to another Cwinz account. He gave me the account number 1793112116

The user ID of your website account is 9 numbers.But the account number they gave me is of 10 numbers.

After that I sent money to him. I will give you a snapshot of their conversation.

You check where my ₹4000 went, send me the complete details of the ID in which it went, sir!

I have been cheated. Due to the mistake of your employee, money has been transferred to someone's account or the person to whom I sent it has shared the transaction ID with someone else.

Hello vicky0160,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cwinz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Was this your first ever deposit into the casino? Do I understand it correctly that the casino do the deposits manually? Couldn't you simply deposit directly into your casino account by the provided payment options? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was successfully verified in 2022.

This is not my first deposit. I have made many deposits before this.

This deposit is done manually through paykassamaPaytm.

In this deposit, a phone number is given by the payment provider on which money has to be sent and the transaction ID is submitted on casino website.

I will attach the snapshot to make it easier for you to understand.

There are many payment options available for deposit from which we can choose any option.

I talk to their customer support every day. Their reply comes that it has already been deposited in some other account.

And the last time I talked was just some time ago.

Hello vicky0160 and thank you for the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello vicky0160,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

Just to let you know, Cwinz Casino was not really cooperative with us in our attempts to mediate any kind of issue, and we've been informed to direct every player to contact them directly at complaints@cwinz.com, however, I will do my best to try to help you.

We would like to invite Cwinz Casino to join the conversation.

Dear Cwinz Casino,

Can you please provide information on why was the player's deposit credited to a different account and not theirs?

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 dear,

We are sorry for the inconvenience, I would like to inform you that we have received your request and we are investigating this matter.

We will make sure you are updated in the next few hours.

Thank you for your patience.

My problem allready resolved my money credited my gaming wallet

Thank you for the confirmation, vicky0160. I'm glad your issue was resolved.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru