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Dear Casinoguru team!

I have deposited three times (€250, €140, and €200) into Cashwin via my bank account and also used the sports betting bonus each time. I have met all wagering requirements, my account is verified, and I have also been able to withdraw three times to my bank account (€700, €600, and €400).

Cashwin consistently rejects any further withdrawals. I asked in the chat: They suddenly request another document with a bank statement from January 1, 2025, to the end of March 2025, with all transactions on it. Redacting third-party data is not permitted. You already received and accepted the bank statement with only the Cashwin payments during the previous steps of my verification.

On the one hand, you're demanding that the data protection of third parties be violated and my data protection be ignored. I've pointed this out to you, but my next withdrawal attempt was rejected again. I urgently request your help.

Sehr geehrtes Casinoguru-Team!

Ich habe bei Cashwin 3x (250€; 140€ und 200€) über mein Bankkonto eingezahlt und auch jeweils den Bonus für Sportwetten genutzt. Ich habe alle Umsatzbedingungen erfüllt, mein Konto ist verifiziert, habe auch inzwischen 3x auf mein Bankkonto (700€; 600€ und 400€) auszahlen können.

Eine neuerliche Auszahlung wird permanent von Cashwin abgelehnt. Ein Nachfragen im Chat: Sie fordern plötzlich ein weiteres Dokument mit einen Bankkontoauszug vom 01.01.2025 bis Ende März 2025 mit allen Transaktionen darauf; ein schwärzen der Daten Dritter ist nicht erlaubt. Den Bankkontoauszug nur mit den Cashwin-Zahlungen haben Sie bereits bei den vorherigen Schritten meiner Verifikation erhalten und akzeptiert.

Sie fordern einerseits den Datenschutz Dritter zu verletzten sowie meinen Datenschutz zu ignorieren. Ich habe Sie darauf hingewiesen, aber mein nächster Auszahlungsversuch wurde wieder abgelehnt. Ich bitte dringend um Ihre Hilfe.

Dear RG69,

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

Please understand that KYC verification is a crucial process that ensures funds are sent to the rightful owner. Since online casinos do not have the ability to verify players in person, they must rely on document verification to complete this process. Licensed and reputable casinos take KYC seriously, and it may take a few working days to finalize.

Additionally, requesting a bank statement showing all transactions within a selected period is a standard procedure in most online casinos. This allows the casino to confirm that all deposits were made from your own funds and not transferred by a third party who may also be playing at the casino. This requirement aligns with anti-money laundering (AML) regulations.

• Could you please confirm if you are willing to provide a bank statement for the last three months showing all transactions made?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello!

I have now uploaded a bank statement to my Cashwin account.

Best regards

Regina G.

Hallo!

Ich habe nun einen Kontoauszug bei meinem Cashwin-Konto hochgeladen.

Beste Grüße

Regina G.

Thank you for your response. Has the casino already checked the bank statement you provided? Kindly keep me updated.

Hello!

I took photos of the most recent bank statements (12 statements: 3 photos with 4 statements each, note: I receive my statements by mail) and uploaded them via my Cashwin account. Cashwin rejected them because they now suddenly require PDF format -> so the harassment continues...

Hallo!

Ich habe die aktuellsten Kontoauszüge abfotografiert (12 Kontoauszüge: 3 Fotos mit jeweils 4 Kontoauszügen, Bemerkung: Ich bekomme meine Kontoauszüge per Post zugesandt) und habe diese über mein Konto bei Cashwin hochgeladen. Diese wurden von Cashwin abgelehnt, da sie nun das Format PDF plötzlich verlangen -> also die Schikane geht weiter...

Have you uploaded the documents in PDF format as requested by the casino? Please make sure that the bank statements contain all the personal information necessary for verification.

Hello!

Not yet, as I'm still waiting for the latest statements from my bank and I'm currently on vacation.

Hallo!

Noch nicht, da ich noch auf die aktuellsten Kontoauszüge meiner Bank warten muss und ich derzeit auf Urlaub bin.

Please let me know once you have uploaded your documents to the casino for verification. This step is essential for us to be able to proceed with your case.

I'm back from vacation, but unfortunately, my bank statements weren't in the mail. I'll have to contact my bank directly to request the missing statements and get back to you.

Bin vom Urlaub zurück, leider waren die Kontoauszüge bei meiner Post nicht dabei. Ich muss mich nun direkt bei meiner Bank um die fehlenden Kontoauszüge kümmern und melde mich wieder.

Thank you for letting me know. Please inform me once you provide the requested documents to the casino so that we can continue with the investigation.

I have finally received my missing bank statements and have uploaded them to Cashwin in PDF format.

Ich habe nun endlich meine fehlenden Kontoauszüge erhalten und habe diese im PDF-Format bei Cashwin hochgeladen.

Thank you for letting me know. Could you please specify exactly when you sent these statements to the casino? Have you received confirmation that the casino has received them?

I uploaded the bank statements yesterday, May 19, 2025. The documents are visible in the account and have therefore arrived. I didn't receive a confirmation from the casino immediately afterward.

Ich habe die Kontoauszüge gestern 19.05.2025 hochgeladen. Die Dokumente sind am Konto sichtbar und damit angekommen. Eine Bestätigung vom Casino direkt danach habe ich nicht erhalten.

Thank you for your reply. Please let me know once the relevant department checks the bank statements.

Dear RG69,

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.

To date, I have not received any feedback from Cashwin regarding a positive review of my account statements. A partial payout of €600 was approved on May 26, 2025. I then immediately requested another partial payout of €700 on May 26, 2025. I have not received it yet.

Eine Rückmeldung über eine positive Prüfung der Kontoauszüge habe ich von Cashwin bis heute nicht erhalten. Eine Teilauszahlung von 600€ war am 26.05.25 nun positiv. Ich habe danach am 26.05.25 gleich eine weitere Teilauszahlung von 700€ beantragt. Diese habe ich noch nicht erhalten.

Thank you for the update. Please note that we generally advise players to allow up to 14 days for the funds to appear in their account. Have you received any updates regarding the withdrawal request, or have the winnings already arrived?

Dear RG69,

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.

I have now received all requested payments. Everything is currently OK again.

Ich habe nun alle beantragten Zahlungen erhalten. Momentan ist alles wieder i.O.

Dear RG69,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru