Cashalot Casino - Player complains about delayed withdrawal.

I made a deposit, received a bonus, did the wager and requested a withdrawal. In fifth day they asked for KYC verification and i sent the documents the same day. Next day i passed the verification. It is 10 days in total and still haven't received a single euro, my cashout is still pending without any reason and explanation from tha casino.

Dear jzaf,

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

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear jzaf,

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.

As you can see in the photo my request is still pending and every time i contact their support they replied to me to be patient to wait, this situation lasts from 20/6/2023 till now

In the screenshot, it seems that your last withdrawal request was submitted on June, 27. As I mentioned before, usually, we recommend players wait up to 14 days for their withdrawal to be paid out. In your case, the 14th day will be July, 11. Please let me know if you do not receive your winnings on Tuesday and we will intervene. Thank you for your patience and understanding.

Here we go again.. We reached day 14 and my cashout is still pending. I don't have any information from casino's side, they do not reply to my mails. I'm very upset, i haven't experienced such a bad treatment from a casino again. Please help me.

Thank you very much, jzaf, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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 in the near future.

Hi jzaf,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Cashalot Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a delay? When the player can expect you to process the payment?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Veronika, Natalia and Jzaf!

Thank you for inviting me into the discussion.

Jzaf, I'm really sorry about the situation. Let me handle it. I'll do my best to help you with it.

Best wishes,

Affiliate Manager

Marina R***

Omg i cannot understand what happens with this "casino". My card cashout was cancelled again with any reason. Just cancelled. I requested a bitcoin cashout. I hope they proceed it fast and don't wait again 14 days

Dear jzaf, don't worry and follow all instructions from support and finance department for successful withdrawal.

I am really sorry for this situation, but I am sure you will receive your payment soon.

Best wishes,

Affiliate Manager

Marina R***

Thank you for your response Marina. I would like to mention that the only instruction i have so long from support is to wait and wait and wait. I wait, i m patient, i submitted the proper documents and what i receive is payment cancellation. I would like also to mention that i play in more than 40 casinos worldwide and it is the first time i experience such a bad payment policy and customer treatment. Really thank you for listening to my concerns and hope to receive my money until Friday.

Dear jzaf , I have been relayed that the withdrawal was successful . Please confirm receipt of payment .

Dear Cashalot Casino, thank you for your replies.

Dear jzaf, according to the casino representative, your withdrawal request seems to be processed. Please, let us know if you have received the payment already.

Yes finally i received my money. I don't know why card withdrawal cancelled i was forced to withdraw with bitcoin and lost almost 30 euro but ok. I'm not going to play again in this casino. Thank you for your help casino guru ♥️

That's great to hear that Bitcoin withdrawal worked for you, jzaf!

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia