Cashwin Casino - O jogador ainda não recebeu os seus prémios.

Hello, I've made four withdrawals of €1000 each, even though it says you have to wait 72 hours. The other day it was €1000, and three days have passed and I haven't received anything. I've sent emails and haven't received a reply, and when I contact them via chat, they just ask for documents to verify things that I don't think are necessary. I've already uploaded at least 10 documents. I'm worried because I keep uploading documents, and there's a lot of information about me. I don't know if this is a safe casino. I need help. Thank you.

Buenas, he realizado 4 retiros de 1000 euros , aunque pone que hay que esperar 72h , el otro dia fueron 1000 y pasaron los 3 dias y no recibí nada. He escrito correos y no me contestan y hablas por el chat solo te piden documentos para verificar cosas que creo que no son necesarias , he colgado 10 documentos ya al menos, me preocupa porque solo hago colgar documentos y hay mucha información sobre mi. No se si esto es un casino seguro, necesito ayuda.. gracias

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Rodirgogoe,

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 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

I'm waiting, but they shouldn't ask for 30 documents. They should stop asking for documents and just tell me they're waiting to verify it, that's all. And I'll wait however long it takes.

Si estoy a la espera pero que no pidan 30 documentos que paren de pedirme documento y que me digan solamente que están pendiente de verificarla, solo eso. Y ya me espero los dias que haga falta

Hi, this isn't normal anymore. They're just asking me for pointless things, requesting impossible documents so they don't have to verify my account and give me the money.

Hola esto no es normal ya, solo me esta pidiendo cosas sin sentido ya, solo hacen pedir documentos imposible para no verificarme la cuenta y no darme el dinero

They keep asking me for unnecessary documents, like taking a selfie with a piece of paper that says "hello," the casino's name, and the date, with my address on the back. You do it, and then they say it's not valid. I think this has gone too far, and I think my privacy is at risk.

Solo hacen pedirme documento innecesario como por ejemplo que me haga un selfie con una hoja poniendo hola y el nombre del casino, y la fecha y que detrás salga mi dirección. Lo haces y encima dicen que no vale. Creo que esto se ha pasado el juego y creo que mi privacidad esta corriendo peligro

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rodirgogoe,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila