FIRST WITHDRAWAL APPROVED (COMPLETED) AND NEVER ARRIVED AT DESTINATION

Below is the summary of what happened:

07/09/2023 22:01 CEST - Additional documents required (duplicates)

08/09/2023 18:21 CEST - Confirmation of complete verification of the gaming account

08/09/2023 18:32 CEST - First deposit of NZD 198.70

08/09/2023 22:54 CEST - Additional documents required (duplicates)

09/09/2023 13:01 CEST - Second deposit of NZD 200.09

09/09/2023 15:58 CEST - First withdrawal request of NZD 1,091.09

09/10/2023 02:29 CEST - VIP level 1 passage

10/09/2023 22:28 CEST - Second withdrawal request of NZD 1,089.28

11/09/2023 13:37 CEST - First payment reminder

12/09/2023 09:01 CEST - Withdrawals cancelled

12/09/2023 10:23 CEST - Third withdrawal request of NZD 1,268.00

09/12/2023 09:02 CEST - First withdrawal approved (completed)

09/13/2023 09:36 CEST - Cancellation of the other two pending withdrawals

13/09/2023 13:15 CEST - Confirmation of payment of NZD 1,091.09 (first withdrawal) confirmed via email from Cameron (support)

09/13/2023 16:40 CEST - Fourth withdrawal request of NZD 1,268.00

09/13/2023 16:41 CEST - Withdrawal canceled again

13/09/2023 13:00 CEST - Technical error declared by Cashwin

Dear Nemokid,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

The KYC check was carried out immediately after the first deposit and confirmed shortly after:

The problem arose from the moment in which I accumulated a winnings of approximately NZD 3,800.00 with multiple withdrawal requests in stages of approximately NZD 1,091.00 always denied without a real reason and after a wait of three days if not immediately , thus preventing me from being able to collect this win... perhaps with the petty intention of making me gamble the sum I won again? The first withdrawal was approved and confirmed via email, so much so that when I went to check at the cash desk the withdrawal was in fact COMPLETED . Subsequently, the withdrawal was canceled manually without this sum having actually been received or re-credited to my gaming account and without receiving any written communication regarding this event. It is well known that once a payment has been processed or the money has been sent in cryptocurrency, it cannot normally be cancelled!

La veriica KYC é stata efettuata immediatamente dopo il primo deposito e confermata poco tempo dopo:

Il problema é nato dal momento in cui ho accumulato una vincita di circa NZD 3.800,00 con molteplici richieste di prelievo a scaglioni di NZD 1.091,00 circa sempre negate senza un reale motivo e dopo un'attesa di ben tre giorni se non addirittra immeditamente, impedendomi cosí di poter incassare tale vincita... forse con il meschino intento di farmi rigiocare la somma vinta? Il primo prelievo é stato approvato e confermato via email, tanto é vero che quando sono andato a controllare in cassa il prelievo risultava difatti COMPLETATO. Successivamente il prelievo é stato annullato manualmente senza che tale somma fosse stata effettivamente ricevuta oppure riaccerditata sul mio conto gioco e senza ricevere alcuna comunicazione scritta in merito a tale avvenimento. E' risaputo che una volta elaborato un pagamento overo inviati i soldi in criptovaluta questo non puó essere di norma assolutamente annullato!

It makes no sense to wait 14 days since paradoxically this first withdrawal, after having been approved and confirmed, therefore paid via cryptocurrencies, was subsequently declared unsuccessful in the chat by Cameron upon my request, which is quite unlikely given that when sending cryptocurrency the the service provider notifies the outcome instantly, as this has first been confirmed and then executed, it certainly cannot fail at a later time as I would be led to believe, the money remains in the blockchain and cannot be called back. Furthermore, I repeat that this amount has not been received or credited back to my gaming account as it should have happened:

Non ha senso attendere 14 giorni dal momento che paradossalemente tale primo prelievo dopo essere stato approvato e confermato, quindi pagato tramite criptoaluta, successivamente su mio sollecito é stato dichiarato in chat da Cameron fallito, cosa alquanto inverosimile in quanto in fase di invio di criptovaluta il fornitore del servizio notifica all'istante l'esito, essendo stato questo in primis confermato e quindi eseguito lo stesso non puó certamente risultare fallito in un secondo momento come mi si vorrebbe far credere, i soldi rimangono nella blockchain e non posso essere richiamati indietro. Inoltre ripeto che tale importo comunquesia non risulta né ricevuto né riaccreditato nel mio conto gioco come sarebbe dovuto avvenire:

Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Nemokid for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cashwin Casino for their help in resolving this complaint. We would like to know what happened to the withdrawal and how can we resolve this issue.

Thank you!

I would add that on September 13th the casino sent me an email where it admitted its responsibility for the withdrawals regularly requested and never paid . At that point I would have expected him to at least provide for the immediate payment of the first withdrawal which was reported to have been completed from an accounting point of view immediately after having requested customer support in the person of Cameron in the chat who had reassured me that the first withdrawal had been made even though it was canceled. Immediately afterwards the status was updated to completed, therefore the money clearly appeared to have been sent to my BTC wallet, money which unfortunately has never arrived to date.

Aggiugno che il 13 di settembre il casinó mi ha inviato una email dove ammette la propria responsabilitá sui prelievi regolarmente richiesti e mai pagati. A quel punto mi sarei aspettato che lo stesso provedesse almeno al pagamento immediato del primo prelievo che risultava contabilmente in stato completato subito dopo aver sollecitato in chat il supporto clienti nella persona di Cameron che mi avveva rassicurato come il primo prelievo fosse stato efettuato nonostante risultasse contabilmente annullato. Subito dopo efettiamente lo stato risultava aggiornato a comlpetato pertanto i soldi risultavano cotabilmente essere stati inviati al mio wallet in BTC, soldi che purtroppo non sono ad oggi mai arrivati.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to address the recent complaint regarding the withdrawal issue the player encountered while using our casino services. Firstly, we sincerely apologize for the inconvenience and frustration he may have experienced during this process.

Upon investigating the matter, we have reviewed the details of the player's withdrawal attempts and account history. Here is a summary of what transpired:

The player initiated several withdrawal requests through cryptocurrency, and our system encountered a technical error that resulted in automatic declines for each of these withdrawal attempts after they were approved. Consequently, the funds from all these declined withdrawal requests were returned to the player's casino account.

At one point during this process while the issue was still under investigation, we have approved one of the player's withdrawal request and the status of the transaction was changed to "Processing" and we sent the player an email notification confirming the approval. However, due to the persistent technical issue, the transaction was subsequently declined, and the funds were once again returned to the player's casino account. We understand that this situation was confusing and frustrating.

We also acknowledge that the player engaged in a LiveChat conversation with one of our Payment Support Agents, who provided him with updates on the status of the ongoing investigation into the system issues. 

Unfortunately, the technical issue was not resolved before the player opted to play with the funds that had been returned to his casino account. As a result, the funds were used in gaming activities and subsequently lost.

We genuinely apologize for the inconvenience and frustration experienced during this process. It was not our intention for the player to encounter such difficulties, and we understand the disappointment this may have caused.

We take the feedback seriously, and we are committed to improving our services to ensure a smoother experience for all our players. 

We understand that this situation may have left the player dissatisfied, and we apologize for any inconvenience he have experienced. Please know that we are committed to addressing and resolving issues promptly to enhance the overall player experience.

Best regards,

Cashwin Casino

What is stated is false! Not all four withdrawals were credited back to my gaming account and the gaming account balance was NZD 3,800.00 of which 2,700.00 was replayed (I have proof of what I am saying as I took several screenshots when I was playing with the relevant balances ). The first withdrawal, as confirmed via email, was duly approved and completed via cryptocurrency and never reached the writer. Only later was it declared bankrupt in the chat by Cameron stating that I had been notified of the non-payment, which never happened! At first, Cameron himself had confirmed to me in chat that the first withdrawal had been paid despite the fact that it was in the rejected state on the cashier's screen. He also warned me of a system (technical) error that didn't show me the actual status of the transaction which instead appeared to have been completed and sent, to confirm this I was sent the notification of the completion of this first transaction via cryptocurrency. Not yet seeing the money in my BTC wallet, I contacted Cameron himself again in chat where this time he informed me that the transaction which initially appeared to have been paid was now instead failed and that the money had been credited back into the gaming account and an email was was sent, money never seen and email never received. I would add that it is paradoxical that a cryptocurrency transaction confirmed by the blockchain and the casino subsequently fails for no real reason. However, the money was clearly never transferred to my gaming account. Gaming account which had a balance of almost NZD 3,800.00 as per the screenshot in my possession. It is clear how the casino tried to hinder my withdrawals with the intention of making me replay them all with the excuse of the technical error, an error which upon my first complaint had coincidentally been immediately corrected at the cash desk, correcting the status of the first withdrawal from refused and completed with immediate notification of payment, then the event happened or without notifying me anything I was told verbally (chat) that the payment had instead failed! And where did NZD 1,091.00 go? I would also add that I could also request compensation for damages for the continuous disservices suffered.

This behavior on your part is truly dishonest. I therefore request the sending via email of all the accounting transactions (casino and sports) carried out since I registered with you and the immediate payment of the first transaction which appears to have been paid in all respects as per the notification sent via email and never reached the writer. Failing this, I will be forced to take legal action in the appropriate offices with a further increase in the costs incurred and the damage suffered.

Quanto affermato é falso! Non tutti e quattro i prelievi sono stati riaccreditati nel mio conto gioco ed il saldo del conto gioco era di NZD 3.800,00 di cui 2.700,00 rigiocati (ho prova di quello che dico in quanto ho effettuato diversi screenshots quando giocavo con i relativi saldi). Il primo prerlievo come da conferma avvenuta tramite email é stato regolarmente approvato e completato tramite criptovaluta e mai giunto allo scrivente. Solo successivamente é stato solamente dichiarato fallito in chat da Cameron affermando che mi era stato notificato il mancato pagamento, fatto mai avvenuto! In un primo momento lo stesso Cameron mi aveva conffermato in chat l'avvenuto pagamento del primo prelievo nonostante a schermo in cassa risultasse nello stato di rifiutato, lo stesso mi avvisava di un errore di sistema (tecnico) che non mi faceva vedere l'effettivo stato della transazione che risultava invece essere stata completata ed inviata, a conferma di ció mi veniva inviata la notifica del completamento di tale prima transazione a mezzo criptovaluta. Non vedendo ancora i soldi nel mio wallet in BTC ho ricontattato lo stesso Cameron in chat dove questa volta mi avvisava che la transazione che in un primo momento risultava pagata adesso risultava invece fallita e che i soldi erano stati riaccreditati nel conto gioco ed una email era stata inviata, soldi mai visti ed email mai ricevuta. Aggiungo che risulta paradossale il fatto che una transazione in criptovaluta confermata dalla blockchain e dal casinó, successivamente risulti invece fallita senza un reale motivo. Comunquesia i soldi non sono chiaramente mai stati stornati nel mio conto gioco. Conto gioco che aveva un saldo di quasi NZD 3.800,00 come da screenshot in mio possesso. E' evidente come il casinó abbia cercato di ostacolare i mie prelievi con l'intento di farmeli rigiocare tutti con la scusa dell'errore tecnico, errore che al mio primo reclamo era stato guardacaso immediatamente corretto in cassa, correggendo lo stato del primo prelievo da rifiutato a completato con immediata notifica di avvenuto pagamento, poi é successo il fatto ovvero senza notificarmi nulla mi é stato detto a voce (chat) che tale pagamento era invece fallito! E NZD 1.091,00 circa dove sono andati a finire ? Aggiungo inolttre che potrei anche richiedere un risarcimento del danno per i continui disservizi subiti.

Tale comportamento da parte vostra é veramente disonesto. Chiedo pertanto l'invio tramite email di tutti i movimenti contabili (casino e sport) effettuati da quando mi sono registrato presso di Voi e l'immediato pagamento della prima transazione che risulta essere stata a tutti gli effetti pagata come da notifica effettuata a mezzo email e mai giunta allo scrivente. In difetto mi vedró costretto ad agire legalmente presso le opportune sedi con ulteriore aggravio delle spese sostenute e del danno subito.

After conducting a thorough review of your account, including the transaction history, we would like to clarify that the information provided in our previous responses is accurate. The transaction history clearly shows that the funds from your withdrawal attempts were returned to your casino account, and this amount was subsequently used in gaming activities.

We understand that there may have been a misunderstanding or confusion regarding this situation, and for that, we sincerely apologize for any frustration this may have caused.

In light of your request for your account's transaction history, we have initiated a GDPR (General Data Protection Regulation) email to provide you with the comprehensive information you seek. This email will contain a detailed account of all your bets, withdrawals, and transactions, enabling you to review the entire history of your interactions with our casino. We kindly ask for your prompt response to this GDPR email so that we can promptly provide you with the requested information.

We believe that once you have access to your full transaction history, you will be able to gain a clearer understanding of the situation and the sequence of events that led to the current scenario. We genuinely hope this will assist in resolving any remaining concerns or doubts.

We appreciate your cooperation and understanding as we work to provide you with the requested information and seek a resolution to this matter. Our aim is to ensure transparency and fairness in addressing your concerns.

Thank you for your patience, and we look forward to providing you with the necessary information to address this issue comprehensively.

Best regards,

Cashwin Casino

The writer has been playing in online casinos for over twenty years and something like this had never happened to him . The focal point of the issue is that the first withdrawal in cryptocurrency, initially rejected, was then declared approved, but not visible in this last state at the cash register (on the screen) due to a system error as declared in the chat by Cameron! It is therefore disconcerting that the same transaction immediately after my complaint was corrected in the accounts (at the cash desk) to the status COMPLETED with subsequent communication via email (notification) from Cameron himself of his actual payment in BTC . In fact, therefore, this transaction carried out by the casino (payment) appears to have been processed, sent and finally approved by the blockchain. The fact that Cameron himself, upon my new payment reminder, declared in chat that this transaction had instead failed after its completion does not prove anything as he should also have sent a notification via email WITH A LOT OF ATTACHED DOCUMENTATION RELATING TO THIS TRANSACTION , which never happened as the fact evidently does not exist. I remind you that the notification has probative value, contrary to what one can say verbally or in chat. In this regard, to date I am not aware that any cryptocurrency transaction, once sent and therefore confirmed by the blockchain and subsequently notified by the casino, could subsequently result in failure.

PREVENTING A PLAYER FROM BEING ABLE TO WITHDRAW HIS WINNINGS AS CLEARLY HAPPENED IN THIS CASE DOES NOT SEEM TO ME TO BE NOTEWORTHY BEHAVIOR WHICH DOES NOT AT ALL RESPECT THE SO-CALLED FAIR PLAY WHICH MUST BE THE BASIS OF EVERY PLAY AND SPORTS EVENT.

FOR THESE CONCRETE REASONS I ASK THAT THE EQUIVALENT AMOUNT OF THE FIRST "LOST" TRANSACTION ( WITHDRAWAL) BE HONORED REGARDLESS OF WHAT ACTUALLY HAPPENED IN THE CASINO SYSTEM WHICH EXPLODES THE WRITER FROM ANY RESPONSIBILITY, SINCE THEY DO NOT HAVE THE CASINO COMMUNICATED VIA EMAIL (NOTIFIED) IN USE IN TIME ITS FAILURE IS JUSTIFIED WITH CERTAIN EVIDENCE (FAILED TRANSACTION ETC...) AND IN A CREDIBLE MANNER AS THEORETICALLY HAPPENED ACCORDING TO THE SAME (VERY UNLIKELY FACT).

Lo scrivente gioca nei casinò on line da oltre venti anni ed una cosa del genere non gli era mai capitata. Il punto focale della questione è che il primo prelievo in cryptovaluta, in un primo momento rifiutato è poi stato dichiarato approvato, ma non visibile in tale ultimo stato in cassa (a schermo) per un errore di sistema così come dichiarato in chat da Cameron! Risulta pertanto sconcertante il fatto che la stessa transazione subito dopo il mio reclamo venisse corretta contabilmente (in cassa) nello stato COMPLETATA con successiva relativa comunicazione tramite email (notifica) da parte dello stesso Cameron del suo effettivo pagamento in BTC. Allo stato di fatto quindi tale transazione effettuata dal casinò (pagamento) risulta essere stata elaborata, inviata ed infine approvata dalla blockchain. Il fatto che lo stesso Cameron su mio nuovo sollecito di pagamento abbia dichiarato in chat che tale transazione risultasse invece fallita dopo il suo completamento non prova un bel niente in quanto avrebbe dovuto altresì inviare una notifica tramite email CON TANTO DI DOCUMENTAZIONE ALLEGATA RELATIVA A TALE TRANSAZIONE, cosa mai avvenuta in quanto evidentemente il fatto non sussiste. Ricordo che La notifica ha valore probatorio al contrario di quanto uno possa affermare a voce od in chat. A tal proposito non mi risulta ad oggi che alcuna transazione in cryptovaluta, una volta inviata e quindi confermata dalla blockchain e successivamente notificata dal casino possa invece risultare in seconda battuta fallita.

IMPEDIRE AD UN GIOCATORE DI POTER PRELEVARE LE PROPRIE VINCITE COSI' COME PALESEMENTE AVVENUTO NEL CASO DI SPECIE NON MI SEMBRA UN COMPORTAMENTO DEGNO DI NOTA CHE NON RISPETTA AFFATTO IL COSIDETTO FAIR PLAY CHE DEVE ESSERE ALLA BASE DI OGNI AVVENIMENTO LUDICO E SPORTIVO.

PER TALI CONCRETE MOTIVAZIONI CHIEDO CHE VENGA ONORATO L'IMPORTO EQUIVALENTE DELLA PRIMA TRANSAZIONE (PRELIEVO) ANDATA "PERSA" A PRESCINDERE DA COSA SIA REALMENTE AVVENUTO NEL SISTEMA DEL CASINO' CHE ESULA LO SCRIVENTE DA QUALSIASI RESPONSABILITA', NON AVENDO IL CASINO' NE' COMUNICATO TRAMITE EMAIL (NOTIFICATO) IN TEMPO UTILE IL SUO FALLIMENTO NE' GIUSTIFICATO CON PROVE CERTE (TRANSAZIONE FALLITA ETC...) ED IN MANIERA CREDIBILE QUANTO TEORICAMENTE AVVENUTO SECONDO LO STESSO (FATTO MOLTO IMPROBABILE).

I inform you that in the meantime the gentlemen of Cashwin, fearing a complaint from me, immediately suspended the gaming account! Great move. Compliments.

Comunico che nel frattempo i signori di Cashwin, temendo una mia denuncia hanno immmediatamente sospeso il conto gioco! Ottima mossa. Complimenti.

Dear Nemokid, seeing as we cannot come to a conclusion between you and the casino, I'd recommend you contact the Gaming Curacao Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint ([email protected]). I'd appreciate it if you could share that you filed the complaint before I close the complaint as "waiting for a decision from the regulator". I am sorry I could not be of more help on this occasion.

Best regards,

Peter

The casino declares things that have never been proven in fact, while I have all the necessary documentation to demonstrate that the first withdrawal was lost I don't know where and never reached its destination. I know from experience that making a complaint to the licensee will certainly be dismissed as nothing because that type of license only protects the casino 100%. At this point I will take legal action, but please downgrade this casino by at least three stars as I consider this very serious. This casino never sent me any notification regarding the failure of this transaction (email notification and transfer made in BTC rejected never reached my email as proof of the fact). Indeed, he admits having had a generic technical problem and then they declare the first transaction failed when it had instead been processed by the casino, approved by the network and notified as paid to the undersigned and then paradoxically declare it failed when it is known that a transaction in BTC once sent and approved can never subsequently fail!

Il casinò dichiara delle cose mai dimostrate nei fatti, mentre io detengo tutta la documentazione necessaria per dimostrare che il primo prelievo è andato perso non so dove e non è mai arrivato a destinazione. So per esperienza che facendo reclamo presso il licenziatario sicuramente verrà archiviato nel nulla perchè quel tipo di licenza tutela al 100%il solo casinò. A questo punto agirò per vie legali, ma vi prego di declassare tale casinò di almeno tre stelle in quanto ritengo tale fatto molto grave. Tale casinò non mi ha mai inviato alcuna notifica in merito al fallimento di tale transazione ( email di notifica e trasferimento effettuato in BTC rifiutato mai giunte alla mia email come prova del fatto ). Anzi ammette di avere avuto un problema tecnico generico e poi dichiarano fallita la prima transazione quando questa era stata invece elaborata dal casino, approvata dalla rete e notificata come pagata al sottoscritto per poi dichiararla paradossalmente fallita quando è risaputo che una transazione in BTC una volta inviata ed approvata non può successivamente mai fallire!

Hello Peter,

the casino appears to have, among other things, two sites, one of which has a fake license: https://www.cashwin745221.com

GC's 365/JAZ license type doesn't bode well! You advised me instead to appeal to Curacao eGaming (CEG) but I doubt they can do anything about it, as they report the fact but essentially do nothing because they are not the direct licensees of this site. It is well known that this sub-license linked to the particular mother license GLH-OCCHKTW0709022022 issued by the Government of Curacao unfortunately only protects the operating site, therefore not guaranteeing a fair and equitable decision in the event of a complaint being lodged by the player. The other alternative to implement is certainly to contact the government bodies so that this does not happen in the future and the casino respects the principles of transparency and correctness or those basic codes of conduct that regulate this sector.

I THEREFORE ASK THAT THE CASINO IN QUESTION SEND TO MY EMAIL A COPY OF THE TRANSACTION IN QUESTION WHICH AT FIRST APPEARED TO HAVE BEEN COMPLETED AND THEREFORE SENT (PAID) VIA BLOCKCHAIN TO MY PERSONAL WALLET AS SHOWN BY THE EMAIL SENT TO ME SEVERAL TIMES BY CAMERON, AND THEN IT WAS DECLARED IN THE CHAT TO BE FAILED AFTER SEVERAL DAYS BY THE SAME, WITHOUT HOWEVER HAVING NEVER BEEN CONFIRMED OR NOTIFIED BY EMAIL TO THE UNDERSIGNED.

I ALSO UNDERLINE HOW THE FIRST TWO WITHDRAWALS WERE IN COMPLIANCE WITH THE CURRENT CONSTRAINTS OF THE CASINO AS THEY DID NOT EXCEED THE AMOUNT OF EUR 600.00 (NZD 1,092.00) DAILY AND EUR 3,000.00 (NZD 5,460.00) MONTHLY FOR THE BASIC LEVEL, THEREFORE THEY SHOULD NOT BE CANCELED AS HAPPENED IN THIS CASE!

On the 12th of September, having previously moved to the upper VIP level 1, therefore with higher withdrawals, I decided to withdraw or at least try to withdraw again the sum of NZD 1,268.00 (EUR 700.00) again with negative results as on the 13th ! These new requests were again refused without any justified reason! !

What can I say, every time I tried to withdraw, the casino systematically refused such withdrawals! The final conclusion of this shameless attitude is yours! Furthermore, why was it that upon entering the cash register there were no accounting records of the cancellations made (refunds)?

Ciao Peter,

il casinò risulta avere fra le altre cose due siti di cui uno con licenza falsa: https://www.cashwin745221.com

Il tipo di licenza 365/JAZ della GC non promette nulla di buono! Mi hai consigliato invece di fare ricorso presso la Curacao eGaming (CEG) ma dubito che possano fare qualcosa in merito, in quanto loro segnalano il fatto ma in sostanza non fanno niente perchè non sono i diretti licenziatari di questo sito. E' risaputo che tale sub-licenza collegata alla particolare licenza madre GLH-OCCHKTW0709022022 rilasciata dal Governo di Curacao tutela purtroppo esclusivamente il sito operante, non garantendo quindi una giusta ed equa decisione in caso di presentazione di un reclamo da parte del giocatore. L'altra alternativa da attuare è certamente quella di contattare gli organi governativi affinchè tale fatto non avvenga in futuro ed il casinò rispetti i principi di trasparenza e correttezza ovvero quei codici di condotta base che regolano tale settore.

CHIEDO PERTANTO CHE IL CASINO' IN QUESTIONE INVII ALLA MIA EMAIL COPIA DELLA TRANSAZIONE IN OGGETTO CHE IN UN PRIMO MOMENTO RISULTAVA ESSERE STATA COMPLETATA E QUINDI INVIATA (PAGATA) TRAMITE BLOCKCHAIN AL MIO PERSONALE WALLET COSI' COME TESTIMONIA L'EMAIL INVIATAMI PIU' VOLTE DA CAMERON, PER POI INVECE ESSERE DICHIARATA IN CHAT FALLITA DOPO DIVERSI GIORNI DALLO STESSO, SENZA PERO' MAI ESSERE STATA CONFERMATA OVVERO NOTIFICATA A MEZZO EMAIL AL SOTTOSCRITTO.

SOTTOLINEO INOLTRE COME I PRIMI DUE PRELIEVI FOSSERO IN REGOLA CON I VINCOLI ATTUALI DEL CASINO' IN QUANTO NON SUPERAVANO L'IMPORTO DI EUR 600,00 (NZD 1.092,00) GIORNALIERO ED EUR 3.000,00 (NZD 5.460,00) MENSILE PER IL LIVELLO BASE, PERTANTO NON DOVEVANO ESSERE ANNULLATI COME INVECE AVVENUTO NEL CASO DI SPECIE!

Il 12 di settembre essendo passato precedentemente al livello VIP superiore 1 quindi con prelievi più alti decisi di prelevare o quantomeno cercare di prelevare nuovamente la somma di NZD 1.268,00 (EUR 700,00) anche questa volta con esito negativo così come per il 13! Tali nuove richieste mi vennero nuovamente rifiutate senza alcun giustificato motivo!!

Che dire, ogni qualvolta il sottoscritto cercava di prelevare, il casinò sistematicamente rifiutava tali prelievi! A voi la conclusione finale di tale spudorato atteggiamento! Inoltre come mai entrando in cassa non si trovavano i riscontri contabili degli storni attuati (rimborsi) ?

Dear Nemokid, the casino has stated that they initiated a GDPR (General Data Protection Regulation) email to provide you with the comprehensive information you sought before in the thread. I recommend you respond to this email the get the information you want or if you have not received this email let us know and we'll contact the casino representative.

Thank you in advance!

Hi Peter, this information should be regularly visible to the player upon entering the cashier as in all self-respecting casinos in the world. You can enter the gaming account exclusively with your own credentials even after having completed the KYC, credentials which are strictly personal and inviolable (therefore privacy is fully protected according to current international regulations). It is quite incorrect as well as illegal not to be able to enter your account and not be able to read in chronological order all the movements including any reversals (credits) made in the selected historical period. In fact, in this casino only the deposits and withdrawals are read while the reversals that have occurred (credits) for the rejected transactions as in the present case are absolutely not recorded and therefore are not visible, by doing so the casino could at its own discretion modify the same and get your accounts back to your liking! From an accounting perspective, all of this is irregular and not transparent.

Ciao Peter, tali informazioni dovrebbero essere regolarmente visibili dal giocatore entrando in cassa come per tutti i casinò al mondo che si rispettino. Nel conto gioco si entra esclusivamente con le proprie credenziali dopo addirittura aver effettuato la KYC, credenziali che sono strettamente personali ed inviolabili (quindi la privacy è tutelata appieno secondo le normative internazionali vigenti). E' alquanto scorretto oltre che illecito non poter entrare nel proprio conto e non poter leggere contabilmente in ordine cronologico tutte le movimentazioni comprensive di eventuali storni (accrediti) effettuati nel periodo storico selezionato. Difatti in tale casinò si leggono solo i depositi ed i prelievi mentre gli storni avvenuti (accrediti) per le transazioni rifiutate come nel caso di specie non vengono assolutamente registrate e quindi non sono visibili, così facendo il casinò potrebbe a propria discrezione modificare gli stessi e farsi tornare i conti a proprio piacimento! Contabilmente tutto ciò è irregolare e non trasparente.

Dear Nemokid, I understand your frustration but even though this is uncommon in the industry as you have observed, I'd appreciate your cooperation in the matter so we can work with what we have. If the casino provides you the information after you respond to the email could you please send it to my email? ([email protected])

As you may know, we at Casino Guru act as mediators in resolving players’ disputes. We have no authority to enforce the legality of rules so if you wish to take this case to the authorities I can close this complaint as "waiting for a decision from the regulator" and you can let us know how your dispute has been ruled once it is resolved.

Thank you in advance!

The casino in question has always been uncooperative, in fact I would say not at all. He intervened on this complaint many weeks after the incident and at my explicit request of which I sent you a copy of the email. Loyalty known as fair play and transparency in online gaming are not commodities that are easily found and this case is a clear example of how these 365/JAZ licensed casinos have been operating for years and to which the Government Authority of Curacao is listening as a merchant perhaps due to a very obvious conflict of interest for me! At this point if the casino is not willing to pay at least the first withdrawal of NZD 1,091.00 I will not only be angry on a political level but also on a legal level. Personally I find it paradoxical that they have to initiate a useless internal procedure when this information must be made clear and transparent in the player's cash register regardless, accounting for all income and expenditure including any cancellations that have occurred. If the casino responds to me within an acceptable timeframe, I will certainly send you everything as I always have. I repeat, mine is a question of principle and not economic. Honesty and fairness come first to everything for me.

Il casinò in questione è sempre stato poco collaborativo, anzi direi proprio per niente. E' intervenuto in merito a questo reclamo dopo molte settimane dall'accaduto e su mio esplicito sollecito di cui ti ho inviato copia della email. La lealtà nota come fair play e trasparenza nel gioco on line non sono merci che si trovano facilmente e questo caso è un chiaro esempio di come questi casinò con licenza 365/JAZ operino da anni e verso i quali l' Autorità Governativa di Curacao fa orecchie da mercante forse per un conflitto di interessi per me molto evidente! A questo punto se il casinò non è intenzionato a pagare almeno il primo prelievo di NZD 1.091,00 non solo adirò a livello politico ma anche legale. Personalmente trovo paradossale che debba avviare un inutile loro procedimento interno quando tali informazioni devono essere rese chiare e trasparenti nell'apposita cassa del giocatore a prescindere, contabilizzando tutte le entrate ed uscite comprensive di eventuali storni avvenuti. Se il casinò mi risponderà in tempi accettabili ti invierò certamente il tutto come ho sempre fatto. La mia ripeto è una questione di principio e non economica. L'onestà e l'equità per me passano in primo piano rispetto a tutto.

Dear Nemokid, have there been any further developments in the case?

Thank you in advance!

Dear Nemokid,

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.