Cashalot Casino - Player’s struggling to complete account verification.

Ich habe Geld per Direktüberweisung eingezahlt, gespielt und nun warte ich seit einigen Tagen auf die Auszahlung.

Angeblich geht es nicht über Direktüberweisung aufgrund von Wartungsarbeiten, aber laut Live Chat (Verlauf dokumentiert) jede andere Auszahlung kein Problem.

Also eine andere Option gewählt, Tage nichts und dann neuen Live Chat eröffnet - Auszahlung dauert.

Wieder lange nichts, dann Storno und Dokumente angefordert, seitdem auch keine Rückmeldung oder Auszahlung.

Anzeige wegen Betrug geht raus, habe kompletten Schriftverkehr dokumentiert.

Dear sgutschow03,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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,

Petronela

Guten Tag

Ursprünglich angefordert vor mehr als einer Woche, Zertifizierung nun seit ca 4 Tagen. Allerdings sind es halt immer wieder Ausreden oder Verstrickungen in Lügen, warum welche Auszahlung nicht möglich ist.

Wenn ich eine verbindliche Aussage bekomme, habe ich keinen Zeitdruck.

Aufgrund der vielen ähnlichen Beschwerden, sieht es aber eher nach Betrug aus.

Thank you very much, sgutschow03, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Cashalot Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello sgutschow03,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Cashalot Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Offensichtlich wurde nun mein Konto gesperrt

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.

Good afternoon, sgutschow03 and Tomas!

I found out from the service support that: your account is already verified and the reason for the withdrawal denial was that your region was not available. This issue has already been resolved, but the second issue was the limit of 2,000.00 EUR, which you had for receiving funds. That is why we ask you to request a withdrawal of 1,999.00 EUR or to request 1,000.00 EUR twice via split withdrawals.

You will be contacted today and the withdrawals will be confirmed as soon as possible.

I hope I have been helpful. I wish you a fast access to your winnings and happy holidays!

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

Thank you, Cashalot Casino, for providing the information.

Dear sgutschow03,

Can you please try to follow the casino's recommendation above and update us once you receive the payment?

Kind regards,

Tomas

Guten Abend

Ich wurde weder kontaktiert noch kann ich eine Auszahlung bestätigen.

Gestern konnte ich nur per Astropay 1999 auszahlen lassen, aber heute ist mein Konto schon wieder gesperrt.

Ist das Masche?!?

Ich habe nun meine ausza

Ich habe nun meine Auszahlung erhalten, vielen Dank für die Unterstützung

Dear sgutschow03,

I'm glad to hear that your issue has been resolved successfully. 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,

Tomas