Cashwin Casino - Hráč má problémy s přihlášením a zadržuje peníze.

I've seen before that I'm not the first to have such a problem, so I'm going to give it a try. I paid 58,000 HUF to the site, and received 58,000 HUF in bonus money. I played, then canceled the bonus, and HUF 258,000 remained. I confirmed my account, verified myself PDF of my paysafe card, utility bill. I asked for a payment, and in response I received that the amounts were deleted from my account because I broke the rules and HUF 58,000 remained. I don't have a problem with that, I understand.

After that I tried to log in, but I couldn't and I received a network error message. I wrote to the customer service, they should delete the cookies as usual, and try logging in from other devices. I tried, it didn't work. Then they wrote that they have the error and that the IT specialists are already working on it. I wanted to request a manual payment, but they didn't reply. This was over a week ago, which is suspicious.

Thank you very much! 

Dear dudasrobi11,

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 your account access hasn't been restored so far?
• If there is any justification from the casino for any actions you are describing in your complaint, please forward this communication to my email at tomas@casino.guru

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.

Best regards,

Tomas

Thanks for the quick response. Unfortunately, I still can't log in, it's been more than 1 week. I talked to the live chat, where there are probably bots. They try to do something, then it's an IT problem and they quit. I sent the screen recording to the e-mail address provided.

Have you received any response from the casino regarding the rules that were broken?

Do I understand correctly you canceled the bonus before the wagering of the bonus was complete?

Dear dudasrobi11,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.