The player from Spain requested a withdrawal at the beginning of May, but it hasn't been processed yet. The casino provided us with evidence confirming the player later lost all their funds, therefore we rejected this complaint.
Cashalot Casino - Player's withdrawal has been delayed.
Amount: €4,848.6
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
Public
Public
2 years ago
Translation
Good morning.
On May 2, he proceeded to make a withdrawal of €4,848.60. The amount that had been deposited was around €4,400.
I made the first withdrawal a few days before and they denied me because they needed a photo with the ID in hand and with the computer screen with my casino account open. I sent it to them and via chat they confirmed that my account was verified. Since then I have contacted them on multiple occasions. In their terms and conditions, all in English, they speak of 24-48 hours. Now they simply tell me to be patient and wait, but I have the feeling that they are giving me a long time so as not to pay.
I don't know how I can claim the money or what I have to do. I have only played slots. No roulette, no bets.
Any information you need, tell me
Automatic translation:
Public
Public
2 years ago
Dear JESUSRR,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Those winnings have been obtained without any bonus. I didn't want to play them. I have only played for real money. There is no significant response. I have claimed the money several times, but they simply tell me to be patient and wait.
Automatic translation:
Public
Public
2 years ago
Translation
By the way, I forgot to say that I hadn't made any withdrawals yet. It's the first thing I do
Automatic translation:
Public
Public
2 years ago
Thank you very much for your reply, JESUSRR. Which payment method to withdraw your winnings have you opted for? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
Public
Public
2 years ago
Translation
I have chosen card. I just looked at the status of the request and it's still pending. Nothing has changed since May 2.
Automatic translation:
Public
Public
2 years ago
Thank you very much JESUSRR for your reply. 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.
Public
Public
2 years ago
Hello JESUSRR,
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?
Public
Public
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’.
Public
Public
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’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
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.
