The player from Italy was prompted to provide additional documents for the KYC, even if his account has been verified in the past. Player’s complaint has been resolved successfully.
Cashalot Casino - Player is struggling to withdraw his winnings.
Amount: €150
Cashalot Casino
Safety Index:Very lowSafety Index
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1.7
Cashalot Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi I would like to make a claim to get me a small sum won.
I paid 10 euros and my account was verified with all documents available. Played without good. And I won now I have 152 euros on the account.
I asked for a withdrawal of 100 euros. It was rejected with the excuse that I have to send documents for account verification. I sent all the documents to prove that I already had the verification and I had already sent all the documents. They seem like they don't want to pay and try to waste my time making the withdrawal request again. I have now requested a withdrawal of 150 euros. They will let more time pass then decline the request. I don't know what to do
Please take action then resolve this issue. A thousand thanks
Automatic translation:
Public
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3 years ago
Dear Duhniomar22,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously and when the last withdrawal has been requested?
I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
Public
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3 years ago
Translation
Thank you very much in fact this morning I solved it now everything is ok. A thousand thanks
Case closed
Automatic translation:
Public
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3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Duhniomar22, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
