CazWin Casino - La cuenta del jugador ha sido cerrada y las ganancias han sido confiscadas.

Hello, I made a deposit of 100 euros on caz win a week ago and I won 1000 euros

They refuse to pay me under the pretext that I am French.

However, I know a lot of French people who made a withdrawal this week without any problem at Cazwin, that's why I played at Cazwin.

Before making my deposit I asked on the chat if I had the right to play as a Frenchman and resident in France and I was told that there was no problem.

You can also see everywhere that they advertise on French sites where it is noted that French people are accepted.

Today, they refused my withdrawal and closed my account.

I accept that they close my account but I want to recover my winnings of 1000 euros.

Can you help me please?

thank you in advance

nicolas b.

Dear ztrolympic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

hello, I translated the email they sent me when the payment was refused—->

« I regret to inform you that the gaming commission has refused your withdrawal request

in fact in accordance with our general conditions, we cannot accept French players domiciled in France, and therefore you do not have the right to deposit with our casino

therefore your withdrawal will be cancelled, your deposit will be refunded and your account will be permanently blocked»

then I can understand that they close my account but in this case I ask that they validate the withdrawal

Dear ztrolympic, thank you for the information.

Unfortunately, the links to the screenshots you provided are unavailable, could you send the screenshots to my email at dominika.l@casino.guru.

Could you share the communication with the casino confirming that you can play there even if you're from France?

Dear ztrolympic,

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.