Cwinz Casino - Player's deposit is delayed and unprocessed.

i have deposit 10000 inr on 14 aug but yet not deposit in my account custmour service is not given any proper reply they told me after24 hours money is credit in your account but nothing happend then they told me record a video from your banking app and send us we just want to verify this account belongs to you after that i made a video of my transaction and give them for deposit now they stopped responding nothing happend after that they told me record another video in which you loging in to your app and sending money to the associates

Dear akshaykumar578,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Dear nick thankyu very much for helping me but cwinz custmor service accept that they recive the amount and we will add manually to the gaming account but they did not add anything after sending lot of messeges to them money will yet not deposited in to my account

after that they told me your money is added in to your gaming account but nothing happend after that they told me we will not credit any amount.

after that they told me to provide bank statement and video loging of account for further investigate i give everything to them but they still do nothing

dear casino guru no responce is provided by you and casino today is one week paased and money is not added in my gaming account

Dear akshaykumar578,

Is it possible to forward the screenshots and any other communication between you and the casino to nikolas.b@casino.guru?

yes i have forward all screenshot and communication everything on your mail sir please check and see all things what they do

thankyu very much for helping me

Dear akshaykumar578,

Where exactly did you send that money? Who is the receiver? Based on the description it does not seem like a casino.

i send money on the website of cwinz it is gaming account i have send you the detail again please see it is on the website account you can check the screenshot

Thank you akshaykumar578 for all 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 akshaykumar578,

I'm Michal, and I have taken over this complaint. I have reviewed your case and as was mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. I will contact the casino to see if I can help

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

Dear Cwinz Casino,

We would appreciate it if you could provide further clarification regarding the prolonged processing time for the player's deposit. Furthermore, could you inform us when the deposit will be visible in the player's casino account or returned to their bank account?

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.

Dear akshaykumar578,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming ("CEG") (Curaçao eGaming (curacao-egaming.com)) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru