Cashwin Casino - Виведення гравцем затримується, а кошти повертаються.

I haven't received my money even after 3 days. When I asked what's going on, they rejected my withdrawal. Then they refused to verify me and simply returned the money to my casino account. I didn't want to play anymore, but they made it possible again. I also asked about a cashback or something similar, but they rudely said I must lose my money first to qualify for one. I want a full refund of my money.

Ich hab mein Geld nach 3 Tagen immernoch nicht bekommen darauf hin haben sie es abgelehnt nachdem ich gefragt was los ist dann wollten sie mich nicht verifizieren dann haben sie einfach das Geld wieder auf das Casino Konto gemacht und ich wollte nichtmehr spielen und dann haben sie es dadurch wieder möglich gemacht hab auch gefragt wegen einem cashback oder ähnliches dann sagen sie noch so frech das ich erst mein Geld verspielen soll das ich einen bekomme. Ich will mein Geld komplett zurückerstattet haben

Dear MGx11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashwin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you played down your winnings in the casino?
• Have you informed the casino you don't want to play? In which way?
• Have you asked the casino for a refund already? With what result and on what basis?
• Have you completed account verification?

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello yes I told them I don't want to play anymore

and yes I confirmed myself

and yes I played down my winnings because they didn't want to pay out at first

Hallo ja ich hab denen gesagt ich möchte nichtmehr spielen

und ja ich hab mich bestätigt

und ja ich hab meinen Gewinn runter gespielt weil sie erst nicht auszahlen wollten

Dear MGx11,

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, don't hesitate to get in touch with us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close the complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear MGx11,

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.