Cash o' Lot Casino - Player cannot withdraw his winnings.

Casino sent me an email saying we want u back and gave me a 20.00 no max cashout chip.No play through but if it had it I think I made it.my bet was 2.00 and I played over 5 hours.I haven't dep here in a few years now,becouse I never won.This time I did but can't seem to get in touch with them yet.

Dear ken,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do I understand correctly that you are not able to withdraw your winnings? Could you please describe in more detail what is going on?

Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Site sent me an email saying we want you back.So I logged into account and had 25.00 chip.I made playthough and cashed out.i haven't heard a word from them

Thank you for your reply, ken. Have you made any successful withdrawals before? Could you please advise whether you passed the KYC?

Whats KYC,yes meny years ago i played and got my money.

Please note KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Have you provided any documents to verify your identity?

Yes along time ago.my withdraw says pending in withdraw area on site.Ive emailed them and tried to call with no luck.I don't think I'm going to get my money

Could you please clarify when exactly you requested this withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

I Asked for it in bitcoin.Just forget it.you guys can't help.im screwed.oh well I hope something happens to thier site

We can try to get in touch with the casino and ask for their assistance, but of course, we cannot force you to keep this complaint opened, if you are no longer interested in our help. Please, let me know how you wish to proceed.

I'd like to get this

Thank you very much ken for your confirmation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, ken,

I am sorry to hear about your negative experience. From now on, I will assist you with resolving your issue.

Allow me please a question before I contact the casino.

Does this bonus offer have any special terms and conditions? I found in the casino's terms (here, point 4.8.) the maximum cashout is $100 for free bonuses.

I have no idea. The casino sent me an e-mail. The email stated we want you back please enjoy our free bonus. It was a $25 free chip and it said no Max cash out. So I have no idea if it comes with any requirements. I've been trying to contact the casino to ask them this but no one's responding. My withdrawal is still sitting in the withdrawal department on their site. It still says pending next to it and it's been about a month now

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Cash o' Lot Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Cash o' Lot Casino Team,

Could you please provide us with an explanation for the player's situation in more detail? What is needed to be done from the player's side to be able to withdraw his winnings?

Thank you in advance for providing the information.

We would like to ask Cash o' Lot Casino Team 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 will have a negative impact on the casino's rating.

Ok,don't know why these guys do this.now I'm trying to get 400.00 from posh casino.its been 2 weeks now

Dear ken,

I recommend you file a new complaint regarding your issue in another casino.

Dear ken,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. Moreover, the license is not verifiable on the casino's website, it is only mentioned on the website, without placing any license validator there, which means the casino may have no valid license at all.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru