The player from Germany had encountered repeated difficulties trying to withdraw €90. Initial problems were related to KYC verification, and subsequent withdrawal attempts using a credit card and crypto had been denied multiple times without reason. The player had sought assurance from support that they had submitted the withdrawal correctly and was still having issues. We engaged the casino in the conversation and they explained that the player's crypto wallet had been labeled as "high risk", hence the withdrawal issues. They advised the player to use an alternative payment method, Mifinity wallet. The player confirmed receipt of the funds in their Jeton Wallet and considered the case resolved.
Cashalot Casino - Player's withdrawal attempts are continually denied.
Amount: €90
Cashalot Casino
Safety Index:Very lowSafety Index
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1.7
Cashalot Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Hello,
a few days ago, I deposited 10 Euro using my credit card, without any bonus. After playing, I requested a withdrawal of 90 Euro. My first request was denied because of KYC, which I completed successfully.
Then, I was asked to request a withdrawal using my credit card. This was obviously pointless since my bank doesn't accept payment this way AFAIK, but I did it anyway. The withdrawal failed, I was asked to request a new one using a different method. I choose crypto, which was denied several times without any reason, and submitted several more.
I specifically asked support to check if my withdrawal was submitted correctly for the last one, they confirmed this. It was denied again, without any explanation.
Please send me my winnings ASAP.
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8 months ago
Hello PatJustPat,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cashalot Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? When exactly did you request for a withdrawal for the first time? Is there any other payment method which you can choose from to withdraw? When was the last time you contacted the casino regarding this issue and what was their response?
Looking forward to your answer.
Regards,
Nick
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8 months ago
Hello,
the successful KYC was confirmed via email, first withdrawal request was on the 08.03.2024.
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8 months ago
There is also Mifinity and MasterCard available for withdrawal, I don't think I would be able to use MasterCard though.
My last email to the casino was on the 14th of March.
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8 months ago
Hello PatJustPat,
Did you receive any confirmation from the casino that your account is now verified? Did they specify why was the crypto transaction rejected?
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8 months ago
No, they did not explain that. The confirmation for successful KYC is in the second email (please don't put my full name online, guys!).
The text is in German, and reads: "Hello, your account was successfully verified. You can submit a withdrawal request."
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8 months ago
They just cancelled all crypto payouts (although they asked me to enter a new payout request after the first, failed one, because my bank doesn't allow payments to a credit card) with no explanation.
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8 months ago
Thank you PatJustPat for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello, PatJustPat,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear Cashalot Casino team,
Could you please provide us with an explanation of the player's situation in more detail? What should he do to withdraw his winnings? Why were his withdrawal requests denied?
Thank you in advance for providing the information.
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7 months ago
Hello!
Thank you for choosing Cashalot.bet!
Our main goal is to satisfy every customer and provide the best service on the market.
When examining your complaint in detail, we were able to identify the reason why you experienced difficulties when applying for a withdrawal.
Each time you tried to request a withdrawal to a crypto wallet address that was labelled "high risk" by the payment provider, so each time your withdrawal was not processed.
We advise you to use an alternative payment method and withdraw your winnings to Mifinity wallet.
For any other questions, you can contact us via email or Livechat.
Regards,
Cashalot.bet team
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7 months ago
Hello,
I just received my withdrawal on my Jeton Wallet, and therefore consider this case closed.
Thanks a lot for your help, Casino Guru!
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7 months ago
What great news!
Thank you for your replies and updates, guys, and for your confirmation, PatJustPat. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, Cashalot Casino Team, for your help and cooperation!
Best regards,
Branislav, Casino.guru
