The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing additional verification. After the player's account had been successfully verified, the player confirmed receipt of the payment afterwards.
Cashalot Casino - Player’s struggling to complete account verification.
Amount: €2,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I deposited money via direct transfer, played and now I've been waiting for the payout for a few days.
Supposedly it's not possible via direct transfer due to maintenance work, but according to live chat (history documented) any other payout is no problem.
So I chose another option, nothing for days and then opened a new live chat - payout takes time.
Again nothing for a long time, then cancellation and documents requested, since then no feedback or payment.
Report of fraud goes out, have documented all correspondence.
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1 year ago
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
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1 year ago
Translation
Good day
Originally requested more than a week ago, certification for about 4 days now. However, there are always excuses or entanglements in lies as to why which payment is not possible.
If I get a binding statement, I'm under no time pressure.
Due to the many similar complaints, it looks more like a scam.
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1 year ago
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.
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1 year ago
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
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1 year ago
Translation
Apparently my account has now been blocked 
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1 year 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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1 year ago
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****
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1 year ago
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
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1 year ago
Translation
Good evening
I have not been contacted nor can I confirm a payout.
Yesterday I could only withdraw via Astropay 1999, but today my account is blocked again.
Is that a scam?!?
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1 year ago
Translation
I have now received my payout, thank you for your support
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1 year ago
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
