Cashalot Casino - Player’s withdrawal is delayed.

They won’t let me withdraw my €1000 all at once and are saying that I can only withdraw €400 per day. This seems to be their way of delaying payments to customers.

I made a withdrawal request via Skrill, which can only be done through live chat because their website only offers three methods: Crypto, JetonWallet, and MiFinity.

I made the request on 06/07, and today is 06/13, and I still haven’t received a response. In live chat, they keep giving me the same answer, saying they can't provide an exact time but that it's being processed. This has been going on for 5 days. When they finally respond, they'll just ask for more documentation, further delaying the payment. I need your help.

Dear hug8silva2k23,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

https://cashalot.bet/pages/accounts according the casino's policies:

2.8. A customer can withdraw up to €5,000 (or equivalent in other currencies) from his/her account for a period of 7 consecutive days. In any case, however, the player’s identity will be verified once the player has deposited a cumulative amount of € 2,000, on a 180-day rolling period, or whenever the licensee deems it necessary.

Could you please explain how did the casino justify the 400€ daily withdrawal limit in your situation?

I'll await your reply.

They didn't justify it, they just ignored me completely.

And their answers are always the same and say they can't do anything. Today I insisted again to have an update on the withdrawal and they told me that it had been canceled and that I had to do it using another method, they didn't explain why. They only have 3 withdrawal methods available, there could be a bank transfer option but no, they choose to use the Mifinity Wallet, in my case I don't use it and if I check, there are only negative reviews in relation to withdrawals with casinos. Now to deposit there are several methods, including bank transfer, strange, to deposit it can only be via Iban but to withdraw we already have to have the MiFinity Wallet. The chat agent was very rude to me, leaving me without answers and even just because I gave her chat service 0 stars, she blocked my account and I took screenshots to prove it, this isn't exactly the case, there have to be limits for everything. After 2 hours the account was unlocked but I had no access to the chat and now if I want to talk to them, I only have to email them, which is impossible because they never respond. Update I played a little more and the balance was €900.

Hello colleagues!

The request to withdraw this user was not processed due to the fact that during verification on the site the user uploaded a document confirming the address of residence in an incorrect format.

The photo of the document was of poor quality and it only showed just small part of the document.

We recommend the user to pay attention to the incoming email from us on his imail and, following the recommendations in this letter, to complete the verification of the account.

Once the user's game profile is verified, his next withdrawal request can be processed by us.

Sincerely, Cashalot team.

Your response here is very nice, but when it comes to customer service and email, not so much. Furthermore, it always takes 2 days or more to provide each response. And what's more, I didn't receive any email from you saying that the format of the file I sent was incorrect, you didn't specify any type of format or explain anything. And now you should also answer why my account was limited to €400 per day and only had 3 methods of which are known to have difficulties with withdrawals. I'm waiting for the email saying that the format was incorrect and that I didn't show the entire document. By the way, you should also explain here why when withdrawing from Mifinity, why do you ask for prints of personal details and other details. They know to tell you here that it was cancelled, but I didn't receive anything via email, bunch of liars. I leave below the only email I received from them, after I made a withdrawal 2 days later I received this response, in other words, they canceled the withdrawal and asked for proof which delays the payment further. And as you can see in the email, he didn't ask for anything more and I sent him what he asked for.

Hello colleagues!

Our website team has the authority to set restrictions on a player's account at their discretion.

 This is in accordance with clause 6.2 of our Terms and Conditions, which states:

"Cashalot.bet reserves the right to change the maximum allowed amount for each payment system per one transaction at any time and without prior notification".

In the case of this user this very situation happened and the withdrawal limit of 400 EUR per one request was set on his account.

Also please note that the user received verification instructions and after that his withdrawal request was successful.

Regards, Cashalot team.

Thanks to both parties for your replies.

Dear hug8silva2k23,

Were you able to withdraw all of your winnings yet? Please let me know if any withdrawal requests are waiting to be processed, or whether you need any further assistance.

I still haven't gotten the second withdrawal and it's been about 6 days and they still haven't processed the withdrawal.

Good evening casino guru, I'm waiting for a response from you too.

Thanks for your patience, hug8silva2k23.

Can you please share screenshots of your active withdrawal requests?

Hi, here it is. Since the 19th, they still haven't processed my request and then they always say that I will receive an email from them and I never receive anything. But to start sending emails with announcements, you can now send them.

Good afternoon, I already received the last withdrawal today, can you consider the case as resolved.

Even though they took a long time to pay and never responded to emails and the customer service was terrible, they ended up paying everything. Hugs and thanks for your help.

Dear hug8silva2k23,

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 and Cashalot Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru