The player from Germany faced difficulty receiving his winnings after years of play. The casino closed his account, citing a terms and conditions violation, although the player claimed he had not used a bonus or violated any rules. The casino did not respond to his inquiries. We attempted to contact the casino multiple times but received no response. As a result, the complaint was marked as unresolved, and the player was advised to contact the Curacao Gaming Authority for further assistance.
Cashalot Casino - Player’s account was closed after the withdrawal request.
Black points: 60
Amount: €450
Cashalot Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 months ago
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5 months ago
Translation
I've been playing there for years but they've never paid me out. I made a deposit and finally won, and wanted to withdraw. After 5 days, I suddenly received an email saying my account was being closed due to a violation of section 7.6 of the general terms and conditions. I didn't play with a bonus, in fact I haven't in the last few months, and I didn't break any rules. They are no longer responding to my inquiries.
Automatic translation:
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5 months ago
Dear marcuslandwehr92,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise when was the last time you activated a bonus in your casino profile? Ideally, send me a screenshot of your bonus history.
Could you kindly confirm if you passed the full KYC verification?
When was the last time you communicated with customer support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
Translation
Hello. Since the casino closed my account just like that, I can't check it. I haven't claimed any bonuses there this year. Customer support hasn't responded to me by email for days.
Automatic translation:
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5 months ago
When was the last time you deposited money into this casino?
Could you please specify which games you played to accumulate your winnings? Were they slots, live casino games, or did you participate in sports betting?
If you have any communication with customer support or any other evidence that could be relevant to our investigation, please forward it to me. My email address is veronika.l@casino.guru. Thank you.
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5 months ago
Translation
I must have made my last deposit on around May 8th. I only played slots and live casino blackjack. I didn't use any bonuses.
Automatic translation:
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5 months ago
Thank you very much, marcuslandwehr92, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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5 months ago
Hello, marcuslandwehr92!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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5 months ago
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.
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4 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (compliance@gaming-curacao.com or info@gaming-curacao.com) 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 or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Pavel K
Casino Guru Team
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4 months ago
We have decided to reopen this complaint by the request from the casino.
Dear Cashalot Casino, what exactly does ""Bonus hunt" without using the deposit bonus" mean and what advantage does player receive by betting minimum bets? Also, please, send the player's game history to my e-mail: pavel.k@casino.guru.
