Cashalot Casino - Player’s experiencing difficulties withdrawing his winnings.

Good day. Please help withdraw funds.

Registered at this casino on 23/03/2022. Played only in slots, without bonuses and free spins. Only at their own expense.

He first made three deposits of UAH 1,000 + 700 + 2,400.

Won 17053 hryvnias. He applied for withdrawal of funds. Asked if you need documents in the support and withdrawal time. They said that I would receive an answer by e-mail.

Then he made 5 more deposits: 1000 + 1000 + 1000 + 2000 + 3000 + canceled the withdrawal request. He played, unscrewed his deposits several times. After there were 19587 hryvnias left on the account, he created an application for payment of 19400 hryvnias.

The next day I received a message in the mail about the verification. I sent all the necessary documents (ID card, bank statements, which contain all the data). The account was verified, but the payment request was canceled.

Then I made 4 more deposits: 500 + 1000 + 1500 + 1300. Played, played.

Created an application for payment on 25/03/2022 01:39 of the night in the amount of UAH 31,413.

The next day I asked the caliper when the application would be processed. To which I was told that applications are processed 24-48 hours.

I made 3 more deposits (1000 + 2000 + 3400) so as not to cancel the application, but to play. He lost this money.

After 48 hours of creating the application, I turned to support again. I was told that the application is currently being processed.

It's been 57 hours, I wrote in the mail. I was told that they could not name the exact date of processing the application.

Help please. I have all screenshots of deposits, correspondence and letters.

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your reply.

Best regards,

Petronela

The issue is resolved. They paid.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Mark, for your confirmation, and please don’t 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,

Petronela