Cashalot Casino - Player’s winnings were confiscated and account closed.

The site keeps rejecting the cashout requests without any reason. First they said it was unsuccessful, I should try again using an other method. I did add a cashout request, got rejected after 2-3 weeks with the reason, i need to send some selfie with website and my ID. I did send the picture. My account got super verified. Now the request is pending for 5 weeks. All together well over 2 month since i added the first cashout request. Funny fact that i got paid twice before this large sum without any issue and in a week. However the transfers were made in the name of unknown Russian ladies....The support completely useless, I am quite sure they scammed me and probably a lot of other people.

Dear nagymarcint,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, 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

Thank you for your prompt reply. Yes the amount is visible as pending for the last 5 weeks - since the second rejection. All together 2 times rejected, added back the request every time and complied with every bald request they made. Attached the screenshot of the trx within the account. 770000 HUF = approx 2000 EUR.

No explanation given even though I asked for it multiple times. Also asked to speak with level 2 support, I get the same copy c, copy v answer. Chat is not helpful, I belive the very same person handles all chats emails. Their payout rules says, all requests are handled in 2 banking days but sometimes might take more. This technically can mean forever. Hard to belive that they can do this freely without any consequences

Never ever had a bonus on this site, I always play raw.

Best regards,

Marton

Thank you very much, nagymarcint, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 several unresolved complaints marked "No Reaction Policy" we keep on trying.

I'm pretty sure they are a huge scam. I just do not get how they can still operate like that.

Dear nagymarcint,

I've reviewed your case and fully understand your concerns. To help you with the issue I'll contact the casino and then we'll see what can be done here.

I'd like to invite Cashalot Casino to join this conversation and take a part in resolving the player's problem with the withdrawal request. Can you please explain why the last withdrawal request has been in a "pending" status for more than 5 weeks?

Best regards,

Natalia

We've got no reply from the casino so far. I would like to ask the Cashalot Casino to respond to the complaint. I'm extending the timer by 7 days. In case the casino doesn't reply in the set time frame, we will be forced to close the complaint as "unresolved".

Hi nagymarcint,

I'm very sorry to inform you that since we haven’t received any response from the casino regarding your problem, we cannot continue resolving this complaint and are forced to close it as ‘unresolved’. But at least it will negatively influence the casino's rating and other players can read about your experience in our review.

Hopefully, you won't come across a situation like this again.

Kind regards,

Natalia

The complaint was reopened as per the player's request:

My cashout request got approved yesterday and today they closed account and took my winnings away. They are saying i had multiple accounts, which is obviously a lie. I see more and more situations like this with this website. Can you advise what to do next?

Dear nagymarcint, if it's possible, can you please send all the relevant communication between you and the casino to my email address natalia.b@casino.guru?

Dear Cashalot casino, I'd like to kindly ask you to participate in the resolution of the complaint. Can you please share more information regarding the case? Are there any confirmations that allow you to accuse the player of having multiple accounts?

Best regards,

Natalia

sent it. 3 pdfs roughly 60+ emails from the past 4.5 month.

Best wishes,

Marton

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’.

Hi nagymarcint,

I'm very sorry but there's been no reaction from the casino again so we cannot keep on resolving your complaint since we cannot do anything here without the casino's cooperation. My apologies for not being of more help, but I'm forced to close your complaint as "unresolved".

I hope you won't run into any troubles with online casinos in the future, but always feel free to contact us in case of any problems.

Best regards,

Natalia

Hi all, we reopened this complaint again as per the casino's request.

Good afternoon, nagymarcint & Petronela!

Thank you for your appeal. I apologize that your complaint was not resolved in time and that it went without a response. As you may remember, Nagy, you had a lengthy communication with support agents regarding the verification of your account. The key point was that there were found a second account on our website. That is why according to the rules, your last winnings were cancelled and the deposit amount was returned.

Also, I should mention that earlier you had received withdrawals from our site in amounts larger than your deposits, which is, of course, in no way influenced subsequent withdrawals. However, it was found out later that you had two accounts at cashalot.bet. That's why the certain rule was applied (From Cashalot.bet Terms & Conditions):

'4.8. The player’s account must be registered in his/her own, personal and correct, name and personal details. The individual has to ensure that all data given at registration stage is true, complete and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address and shared computer, i.e. Public Library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the player has to register personally. Furthermore, a player can only have one account. Any other accounts which a player opens with NewEra B.V., or which are beneficially owned by the player shall be considered as duplicate accounts. We shall close any duplicate account/s consequent to the identification of the main account. If we close a duplicate account, deposits will be refunded, and all bonuses, free bets and winnings acquired from such promotions using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to us, we shall seek to recover the loss incurred directly from any other of your accounts. Duplicated accounts are threaten as fraud and available funds in duplicated accounts are impound with immediate effect without refunding the deposit.'

I will send you all the details with all the information to Natalia. I wish you a good evening and hope for the speedy closure of this dispute.

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

I'll be awaiting the supporting evidence from the casino (natalia.b@casino.guru).

Regards,

Natalia

Hi,

they closed my account and deducted all winnings, saying I had multiple accounts - not true ofc. they are 100% scamming people.

I never had any other account on their site then the one I'm registered everywhere. n********@gmail.com. They are liars, they are scammers. This is no way now gets lightened that they f**** me over. They are here to clean themselves from bad reviews.

you have been doing a account verification 3 times and you had the payout there for more than 3 month and at the end you just closed the account. You never supplied any evidence, 1 day I saw my winnings are accepted and then I did not even receive an email but had to talk to live support to find out the accusations. And now a few month later you come and start all over again? What's the point? I will never admit something I did not do. I have been playing on a lot of sites, never ever had an issue like that. You are the only ones who took away a fair and square winning on a bold accusation.

The only resolution for this to be solved is paying my 770000HUF, nothing else.

I know for a fact around my winnings you were working hard moving your websites to a new country, new company applied for new licences etc. This whole issue I had was around that time, so when you actually managed to move your business you suddenly - after looking closely for 4 month - miraculously find out about a second account.

Please do not be ridiculous, please.

You made me so angry again, i cannot put into words.

1 more thing to add. I'm 98% sure that around the time my first cashout request was made your company and the website did not even have a valid way to pay players and that is due to the sanctions eu put on russian tied shell companies like the "previous" owner and operator of your brand. That is why you needed so bad to move everything but there were people left unpaid so you had to come up with something. Your first try was rejecting payouts saying it is because of a technical issue ( like you did to me i belive 2 times).

You told me to add request as crypto even though i deposited via mastercard, so in theory as per your terms and conditions you were obligated to pay me via the same way i did the deposit.

But ofc you can go against of your own terms.

Even before, around the second half of February when i had two "successful" cash outs, money arrived to my card in the name of completely stranger russian ladies which makes me belive you have had serious issues in the payments even before the moving.

All in all, you can come here to try cleaning your name but that not gonna change the facts that you and your website is shady and the internet would be a better place without you.

Oh and you never gave me back the original deposit 🙂

I have no iphone hence no i cloud mail neither so you are very wrong 😀 i have been on Android since 1.5 a simple IP match is not a basis for your accusation, as on mobile data people can get the same Ip.

Also Nagy is one of the most common names in hungary, there is even a Marton Nagy in the government still I'm not the one.

Never in my life touched an iphone.

You have nothing, no password match, no user agent match 😀

My cc i used on your site had been expired at the end of march. Please let me know how you refunded money on an expired cc.

btw I'm ready to go legal anytime. give me the contact of your legal team as i asked for it many times already on chat.

I also got in touch with your affiliate who probably refered me to your site, we can include her as well because you must have paid some royalties after my spending to her. she knows my case she even tried to reach contacts of her to ask what is happening and why are not you paying me. let's all have a party🙂

Hello!

Of course our casino values its reputation, especially we are obliged to deal with every complaint, so that there would be no more unconfirmed allegations against us.

Let's not resort to involving a third party (affiliates) in this dispute. I have provided irrefutable evidence to Natalia and she said she would check it and give me an answer. I have been waiting for about five days.

I really hope that everything will be resolved soon.

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

Hello,

Of course our casino values its reputation, especially we are obliged to deal with every complaint, so that there would be no more unconfirmed complaints against us.

Let's not resort to involving a third party (affiliates) in this dispute. I have provided incontrovertible evidence to Natalia and she said she would check it and give me an answer. I have been waiting for about five days.

I really hope that everything will be resolved soon.

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

It took you just 8 month to come out with this 🙂 Max max, I really think you will need a bit more than this if you wanna live up to the role of a compliance officer. I bet you are the same person I talked with via payments@cashalot.bet, strange you were not that talkative back then.

Hi nagymarcint,

I received some proof from Max and I'll be in contact with him to get some additional information regarding your case. I'll let you know as soon as there're any updates. I'm sorry it takes a long time and thank you for being patient.

Regards,

Natalia

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’.

Good afternoon,

I already provided all the evidence to Natalia some time ago. I honestly don't understand why the case is still open. Let's get it over with and move on to the rest of the complaints.

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

I'm neither, you cannot prove something I did not do 😀

Hi all,

I'd like to point out that even though there's evidence that nagymarcint could have created two accounts, there's no evidence that it was used to get any unfair advantage. The first account was only created but never used. Later there's been another account created, it was verified and used, according to the log activity there've been many deposits made and even 3 successful withdrawals. So our point of view is that the player should be paid out.

Regards,

Natalia

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.

I'm afraid we lost Max. He might be back in 6-8 month with a new evidence though.

I do not get it, he was so eager to get this done and now the sudden radio silence. 😀

Dear nagymarcint,

My name is Stefan and I am taking over this case.

As Natalia stated above, our point of view is that you should be paid out. Let's wait for the casino's response.

Thank you very much for your patience.

Kind Regards,

Stefan

Hi all!

I hope you are doing well.

We consider we legally denied the payout referring to the rules that were violated by the player. The deposit amount has been refunded and we cannot change this decision, but we ask for a fair closing of this case.

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

Dear Cashalot Casino,

Thank you very much for your response.

The player hasn't used the first account and hasn't gained any unfair advantage. The player had many successful deposits and withdrawals. I am afraid, we stand by our point of view, so the player should be paid in full.

I hope we can come to a mutual agreement.

Kind Regards,

Stefan

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.

Dear nagymarcint,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I wish I could be of more help.

Kind regards,

Stefan