Cashalot Casino - The player's account got blocked.

I started gambling and deposited about 6.000€ till i started winning.

I played online casino, sports bets, slots.

When i tarted to withdraw money when I had 15.000€ in the account they started asking for many documents.

I sent all of them the same day they were asking.

They said that my account needed verification which is totally fair, but it could take about 2 weeks (too long in my opinion).

My money was increasing every day.

At the end i have 49.000€ In the account and today they disabled my account, i can’t log in and they say that could take weeks or months till we have a solution.

In my opinion they will get my money forever, total scam, they only say bullshit and lies.

Hello Lluis,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Cashalot Casino. Allow me to ask you a few more question before we would move forward.

Did you use any bonus to accumulate your winnings? Have you ever withdraw from the casino? How long after sending the documents did they block your account?

Note, that it is very common procedure that the casino block the player's account until the verification is complete, but of course it should not be for that long.

Please forward the mentioned screenshots and relevant proof to nikolas.b@casino.guru.

Regards,

Nick

Did you use any bonus to accumulate your winnings?

no, maybe 150€ at the beggining I don’t remember but after that i deposited 5.850€ more aprox.

Have you ever withdraw from the casino?

No never allowed me.

How long after sending the documents did they block your account?

After 10 days after sending the documents and keep winning money and asking for the payments to be done every day they proceed to block my account.

Please forward the mentioned screenshots and relevant proof to nikolas.b@casino.guru.

I send it now. Note that in the screenshots with 37.000€ i had pending withdrawals 8.000€ and 2 pending bets to pay from casino 4.000€, they say it’s under review.

best regards

Hello again Lluis and thank you for your respond and your e-mails.

Firstly, to answer your question - you do not have to pay anything to us, we provide our services for free.

Could you please clarify the exact date of block? From the screenshots you provided it just seems like an account block until they check your betting and game play history as your bets were really high which is unusual. If they still communicate with you, try to ask the about the reason of the block and let us know their respond.

Could you please clarify the exact date of block?

My account was blocked on this

monday.

From the screenshots you provided it just seems like an account block until they check your betting and game play history as your bets were really high which is unusual. If they still communicate with you, try to ask the about the reason of the block and let us know their respond.

They are still communicating with me, they say that my account is blocked due to check of activity of gambling. So they think winning this amount it’s not usual and they need to verify my account.

But 15 days waiting for it’s too much and without telling me how long is it going to take.

thank you

Hello Lluis,

I can assure that this is common procedure. I will however forward your complaint to my colleague Adam who will try to get in touch the casino and find out what takes so long.

Wish you best luck resolving it and I hope we will be able to help you out.

Regards,

Nick

So there is no way to be nervous if they are still verifying my account?

Even if it's been more than 2 weeks?

Do you know if this casino ever pay a winning from the players?

All the reviews are so bad.

Hello Lluis,

I have reviewed your case and will contact the casino to see if I can find out what is causing the delay.

We have seen issues such as this resolved successfully in the past.

We would like to invite Cashalot Casino to join the conversation and participate in the resolution of this complaint.

Could you please provide an update on the status of the player's account?

If they don't answer What can we do Adam? They don't look commited with their clients.

Hello Adam? What should we do? Time is almost Over and they don’t answer.

Hello Lluis,

When we have had no response in the first 7 days, it is our usual procedure to attempt to contact the casino one more time.

If there is still no response after a further 7 days, the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

We would like to ask Cashalot Casino to reply to this complaint, we are extending the timer by 7 days.

Dear Lluis,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

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.

In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). I wish I could be of more help.

Best regards

Adam