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 Cura?ao, 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 Espa?a 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: www.kpvfaw.com 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 www.kpvfaw.com 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.