The player from North Rhine-Westphalia had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player had experienced difficulties during the withdrawal process, which had required her to create a Mifinity account, despite her initial deposit having been made via bank transfer. The casino had also restricted her withdrawal to €200 at a time, causing further delay. After discussing the issue with the casino's chat support and verifying her Mifinity account, she had been able to receive her full winnings. The issue had been successfully resolved, and the complaint was then marked as 'resolved'.
Cashalot Casino - Withdrawal of player's winnings has been delayed.
Amount: €315
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
I can't request a withdrawal!! I live in Germany.
I made my deposit via bank transfer, but I can't withdraw now
Automatic translation:
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5 months ago
Dear Maria111,
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
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5 months ago
Translation
Hello yes . But it was difficult. I had to create an account with Mifinity first, even though I deposited with a bank transfer. Then I couldn't withdraw the full amount of €400. At first I was only able to have €200 paid out, then I had to process a new withdrawal of another €200. That took days again. I was told it no longer works with Mifinity. I should provide a card number. But I don't have a card. Then they helped me in the chat after I told them that I had created a Mifinity account especially for the payout, which also had to be verified. Then things went very quickly in the chat and I received my second payout from Mifinity. But the casino made it very, very difficult.
Automatic translation:
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5 months ago
Dear Maria111,
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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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