The player from Germany, who was a verified VIP member at the casino, won €21,531.47. However, she could only withdraw €400 at a time and had not received her first payout after five days. The casino attributed the delay to issues with the finance department. We requested additional information from the player to investigate further, but no response was received. Consequently, the complaint was rejected due to lack of response from the player.
Cashalot Casino - VIP player's withdrawal of winnings is delayed.
Amount: €21,531
Cashalot Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Hello Casino Guru Team,
I sincerely hope that you can assist me.
I am a verified and VIP member at this casino.
I have won a total of 21,531.47€ in the aforementioned casino. This was a legitimate cash win.
This included a massive single win of 15,000€, which I recorded via video screen, confirming that it was indeed a cash win.
According to my VIP Manager, I can only request a withdrawal of 400 euros at a time, and according to him, this request should be processed by the casino within 24 to 48 hours.
I made the first withdrawal request of 400 euros on May 13th, 2024.
Now, five days have passed and I still have not received any payment.
Whenever I ask my manager about when the payout will be made, he tells me that there are problems with the finance department and he will inform me once these issues have been resolved. I have been receiving this standard response for days. I have documented and saved all transactions and such.
If this proceeds in the same manner, it could take months, if not an entire year, for me to receive my money.
I am appealing to you for help and I am ready to provide all necessary evidence.
I have seen many similar cases here wherein the status is marked as 'case closed'.
What was the outcome of these cases? Were you able to assist those who have had the same problem with this casino?
I truly appreciate your help in advance.
Sincerely,
Automatic translation:
Public
Public
6 months ago
Dear cbusch4khh,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashalot Casino.
I checked the website and the only withdrawal limitation mentioned in their rules is a 5000€ weekly limit:
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.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you made any successful cashouts in the past?
- Do you have the communication from the casino where the cashout limit is specified and share it with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
