Cashalot Casino - Withdrawal of player's winnings has been delayed.

Good morning,

I registered at this casino, made a deposit, and played various games.

I won €5000 and requested a withdrawal.

From that point on, I stopped receiving any responses. I contacted the online support, who told me it would take between 24-48 hours. It was always the same answer.

Yesterday they asked me for several personal documents, which I sent. They said nothing more. I sent multiple emails and heard nothing.

Today I spoke with chat support who told me that the account is verified, but they don't know when they will process the withdrawal.

I have sent multiple emails to support and no one responds.

They repeatedly cancel my withdrawal, even after account verification and they provide no explanation. When I ask why, they don't respond. I request the withdrawal again, and they cancel it once more.

The lack of response or the sending of "copy/paste" responses is absurd.

Dear Dezanove19,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Now they sent me an email saying that I can only withdraw 200 euros at a time. And even so, requesting a withdrawal of 200 euros, they still haven't processed it.

How will I withdraw 5000 euros in installments of 200 euros with this waiting time?

The casino sent me 200 euros to Astropay and in the meantime I asked to withdraw another 200 euros, without any kind of response or processing.

I continued playing and currently I have 13,242.00 euros, which I cannot withdraw.

I've already asked them to let me withdraw at least 6000 euros and they don't respond, they don't say anything at all.

Dear Dezanove19,

Have you received your withdrawal from the casino yet?

Hello,

Not received. I ended up having 15000 euros.

They said they paid 200 euros a day, paid for 3 days and stopped paying.

They took the 15000 euros from me and stopped responding completely.

This Casino is a scam.

Thank you very much for your reply, Dezanove19. Do I understand correctly that the casino confiscated your winnings? Or is the main problem the low maximum withdrawal amount?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Dezanove19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.