The player from Germany requested a withdrawal, but it has not been processed yet. The casino provided us with evidence confirming the player later lost all his funds, therefore we rejected this complaint.
Cashalot Casino - Player’s withdrawal has been delayed.
Amount: €2,000
Cashalot Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I made a deposit at Cashalot Casino and now I want to withdraw more than €2,000, unfortunately the casino does not pay out.
My account is fully verified.
So far I have not received any funds from the site.
All deposits were made with MiFinity.
I also requested the payment via MiFinity.
I have a total of 2 open withdrawal requests:
1x €2,000 and 1x €73.
Both have not been processed since 14.04.
I haven't played with bonus and I've been waiting for my payout for 7 days now.
The chat always just writes that the finance department is working on it and I will receive my money soon, which is obviously not the case. It is also not possible to state when the payments should be made.
In the terms and conditions, the casino states that the payment should be made within 2 working days.
I hope you can solve my problem.
Thanks
Automatic translation:
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2 years ago
Dear Timo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
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2 years ago
Translation
Hello,
so far nothing has happened.
The live chat cannot give me any information on multiple requests when my money will be paid out.
In the meantime, there is only one request for €2,000. I gambled away the excess €73. So it's just a big withdrawal request. This has been under transactions since April 14th and is not being processed.
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2 years ago
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Hello, still everything unchanged and no payout
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2 years ago
Thank you for keeping us updated, Timo. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
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2 years ago
Translation
Hello Kristina, I have sent you an email.
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2 years ago
Thank you very much Timo99 for your cooperation so far. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Timo99,
I looked at your complaint and will do my best to help you. I would like to invite Cashalot Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
We would like to ask the Cashalot 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’.
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2 years ago
Translation
I contacted the casino chat again. Unfortunately, I still get the same answer that the payment team is currently reviewing my request and the casino cannot give me an exact time when the money will be paid out.
I have never experienced anything like this at any casino.
What else can I try to get my money?
Edited
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2 years ago
Dear Timo99,
you can contact Curacao gaming license here: http://www.gaming-curacao.com/
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2 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
