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COMPLAINT FOR IMPOSSIBILITY TO WITHDRAW MONEY IN ONLINE CASINO WITHOUT A LICENSE

I EXPOSE:

I am a user of the online gaming website called Cash Win (https://www.cashwin30904.com/es), operated by the company Softgenius NV, with registered office in Curaçao, without a valid or recognized license to operate in Spain or the European Union.

That I made the following deposits on the platform:

400€ initial, earning 50€ (total balance 450€)

I then deposited €800 and another €500, making a total bet of €1,700.

Currently, after playing and accumulating winnings, my available balance is €3,878.

When I tried to withdraw my money, I was asked to verify my identity, a process I successfully completed.

That, despite my repeated attempts to withdraw my funds, the casino refuses to process the transfer, citing an internal policy that requires wagering a minimum of three times my total deposits on slots and ten times in the live casino to withdraw my winnings.

I have told the casino that I have met their wagering requirements and wish to withdraw my money without continuing to gamble, but they insist that I continue playing in order to access my funds.

I have documentary evidence in the form of screenshots and records of conversations with customer service that demonstrate this unjustified refusal to return my money.

For all the above,

I REQUEST that the reported events be investigated and that the corresponding legal responsibilities for possible fraud or scams in the management and operation of the aforementioned online gaming platform be determined.

I attach as evidence:

Screenshots of balance and communications with the casino.

Emails and messages with casino support.

Receipts for deposits made.

Valencia, [date of submission]

Signature: _____________________________

DENUNCIA POR IMPOSIBILIDAD DE RETIRAR DINERO EN CASINO ONLINE SIN LICENCIA

EXPONGO:

Que soy usuario del sitio web de juego online denominado Cash Win (https://www.cashwin30904.com/es), operado por la empresa Softgenius N.V., con sede registrada en Curazao, sin licencia válida ni reconocida para operar en España o la Unión Europea.

Que realicé los siguientes depósitos en la plataforma:

400€ iniciales, ganando 50€ (saldo total 450€)

Posteriormente ingresé 800€ y otros 500€, sumando un total apostado de 1.700€.

Que actualmente, tras jugar y acumular ganancias, mi saldo disponible es de 3.878€.

Que, al intentar retirar mi dinero, me solicitaron verificar mi identidad, proceso que superé con éxito.

Que, a pesar de mis repetidos intentos de retirar mis fondos, el casino se niega a efectuar la transferencia alegando una política interna que exige apostar un mínimo de tres veces el total de mis depósitos en tragamonedas y diez veces en casino en vivo para poder retirar mis ganancias.

Que he manifestado al casino que he cumplido con sus requisitos de apuesta y que deseo retirar mi dinero sin continuar apostando, pero insisten en que debo seguir jugando para poder acceder a mis fondos.

Que poseo pruebas documentales en forma de capturas de pantalla y registros de las conversaciones mantenidas con el servicio de atención al cliente donde se evidencia esta negativa injustificada a devolver mi dinero.

Por todo lo anterior,

SOLICITO que se investiguen los hechos denunciados y se determinen las responsabilidades legales correspondientes por posible estafa o fraude en la gestión y operación de la plataforma de juego online mencionada.

Adjunto como pruebas:

Capturas de pantalla del saldo y comunicaciones con el casino.

Emails y mensajes con el soporte del casino.

Comprobantes de los depósitos realizados.

Valencia, a [fecha de presentación]

Firma: _____________________________

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

I have successfully passed the verification, I PLAYED AND BETTED what was required, even so THEY BLOCKED MY ACCOUNT WITHOUT ANY REASON, I had REAL money IN MY account, today I try to access and I find out to my surprise that I am permanently blocked without being able to withdraw my money, on Monday I will file a complaint with the national police against this Casino for fraud, I attach the photos as evidence

He Pasado la verificacion con Exito, JUGUE Y APOSTE lo requerido, aun asi ME BLOQUEARON CUENTA SIN MOTIVO ALGUNO, tenia dinero REAL EN MI cuenta, hoy intento acceder y me encuentro la sorpresa de que estoy bloqueado permanentemente sin poder retirar mi dinero, el lunes hago una denuncia con la policia nacional a este Casino por fraude, adjunto las fotos como pruebas

They are scammers

Don't play at that casino, they blocked my account permanently to not complete my withdrawals and reject them

I had €2200 in my account

They limited me to withdrawing €600 per day

I was subsequently permanently blocked for no reason.

On Monday they will surely reject my withdrawals and these scammers will wash their hands.

Son unos estafadores

no jueguen en ese casino, me bloquearon la cuenta permanentemente para No completar mis retiros y rechazarlos

tenia en mi cuenta 2200€

me limitaron a retirar por dia 600€

posteriormente me bloquearon permanentemente sin motivos.

El Lunes seguramente rechazaran mis retiros y se limpiaran la mano estos estafadores

COMPLAINT FOR IMPOSSIBILITY TO WITHDRAW FUNDS FROM AN ONLINE CASINO WITHOUT A LICENSE

I EXPOSE:

That I am a user of the online gaming website called Cash Win ( https://www.cashwin30904.com/es ), operated by the company Softgenius NV, with registered office in Curaçao, which does not have a valid license to operate legally in Spain, nor is it authorized by the General Directorate for the Regulation of Gambling (DGOJ) or by any competent regulatory body in the European Union.

That I have made the following deposits on said platform:

A first deposit of €400, with which I obtained an initial profit of €50, reaching a balance of €450.

I subsequently deposited €800 and an additional €500, making a total of €1,700 deposited.

After placing several bets, I managed to accumulate a balance of €3,878 in my account. When I tried to withdraw this amount, the casino asked me to verify my identity, a process I successfully completed.

However, the casino imposed an additional condition, an internal policy requiring players to wager a minimum of three times the total deposits on slots (x3) and ten times in the live casino (x10) in order to release the funds.

I strictly complied with these wagering requirements, reaching a total balance of €4,406. Once my account was verified so I could withdraw my winnings, the casino decided to permanently block my account without justification. All my money was retained within the Cashwin platform, with no way of accessing the funds or receiving a clear response from customer service.

I have tried to contact the platform's support service on multiple occasions without receiving any solution, and I have documentary evidence consisting of:

Screenshots of my account balance and messages exchanged with customer service.

Emails and messages sent and received through official casino channels.

Bank receipts for deposits made.

For all the above,

I REQUEST that the facts reported here be investigated and that any potential legal liability arising from a potential scam or fraud by Softgenius NV be determined, for arbitrarily and without legal basis preventing the withdrawal of legitimately earned funds, as well as the unjustified blocking of my account.

DENUNCIA POR IMPOSIBILIDAD DE RETIRAR FONDOS DE CASINO ONLINE SIN LICENCIA

EXPONGO:

Que soy usuario del sitio web de juego online denominado Cash Win (https://www.cashwin30904.com/es), operado por la empresa Softgenius N.V., con sede registrada en Curazao, la cual carece de licencia válida para operar legalmente en España, ni se encuentra autorizada por la Dirección General de Ordenación del Juego (DGOJ) ni por ningún organismo regulador competente en la Unión Europea.

Que he realizado los siguientes depósitos en dicha plataforma:

Un primer ingreso de 400 €, con el que obtuve 50 € de ganancia inicial, alcanzando un saldo de 450 €.

Posteriormente, deposité 800 € y 500 € adicionales, sumando un total de 1.700 € depositados.

Que tras realizar diversas apuestas, logré acumular un saldo de 3.878 € en mi cuenta. Al intentar retirar dicha cantidad, el casino me solicitó verificar mi identidad, proceso que completé satisfactoriamente.

Que, no obstante, el casino impuso como condición adicional una política interna por la cual exigía apostar un mínimo de tres veces el total de los depósitos en tragamonedas (x3) y diez veces en casino en vivo (x10) para poder liberar los fondos.

Que procedí a cumplir estrictamente con dichos requisitos de apuesta, alcanzando un saldo total de 4.406 €. Una vez verificada mi cuenta para poder retirar mis ganancias, el casino tomó la decisión de bloquear mi cuenta de forma permanente y sin justificación alguna, quedando todo mi dinero retenido dentro de la plataforma Cashwin, sin posibilidad de acceder a los fondos ni recibir respuesta clara por parte del servicio de atención al cliente.

Que he intentado contactar en múltiples ocasiones con el servicio de soporte de la plataforma, sin obtener solución alguna, y que dispongo de pruebas documentales consistentes en:

Capturas de pantalla del saldo de mi cuenta y de los mensajes intercambiados con el servicio de atención al cliente.

Correos electrónicos y mensajes enviados y recibidos a través de los canales oficiales del casino.

Comprobantes bancarios de los depósitos realizados.

Por todo lo anterior,

SOLICITO que se investiguen los hechos aquí denunciados y se determinen las posibles responsabilidades legalesderivadas de una potencial estafa o fraude por parte de la empresa Softgenius N.V., por impedir de forma arbitraria y sin fundamento legal la retirada de fondos legítimamente ganados, así como el bloqueo injustificado de mi cuenta.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

Ok

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

I kindly ask you to send us the full communication you’ve had with the casino so far, especially any messages or emails in which they explain the reason for permanently blocking your account. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Dear player,

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,

Dominika

Casino.Guru