The player from Austria expressed frustration with the casino's excessive security measures, which complicated payouts and resulted in delayed processing times. She noted a lack of response from support and felt that the casino encouraged players to gamble away their winnings instead of allowing cash outs. The Complaints Team acknowledged the player's concerns regarding withdrawal delays and the casino's support issues. However, since she had gambled away her balance, the complaint was closed as there were no funds left to recover. The team encouraged her to reach out sooner in future instances for better assistance.
Cashed Casino - Player experiences delayed payouts and poor support.
Amount: ??
Cashed Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.7
Cashed Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
The security index for Cashed is completely over the top if you ask me. Payouts are problematic, support doesn't respond to emails. Payouts take days to process. They want the player to gamble away the money, and they often succeed in doing so. This should have a massive impact on the index. What is more important in a casino than the ability to cash out?
Automatic translation:
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1 month ago
Dear Alpha33,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with Cashed.
- To better understand your concerns, could you clarify if you're experiencing a specific issue with a withdrawal or if your complaint is based more on general frustrations with their process?
- For example, have you requested a withdrawal recently, and if so, what has been the response from their support team?
- Have you received any updates or explanations regarding delays?
Your cooperation is essential for us to move forward and address this issue properly. In order to help, we'll need as much specific information as possible regarding your experience—any communication, timelines, or details about the payout delays you've encountered. The more we know, the better we can work toward resolving this matter. You can forward any relevant communication to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience while we investigate further after your reply.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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1 month ago
Dear Alpha33,
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.
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3 weeks ago
Translation
Additional comments from the player:
After not receiving a response to my requests from support for days, I was tempted to gamble away the money because I had the feeling that I wouldn't get it anyway.
My frustration is related to the rating from casinoguru and your security index, which conveys that cashed casino is a good choice. A security index should primarily be based on whether the casino pays out, whether support can be reached, and whether verification works quickly. None of this is the case with cashed. Verification can only be done when support sends you a request, which didn't happen for me after days.
Thanks for everything anyway
Automatic translation:
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3 weeks ago
Dear Alpha33,
I completely understand how frustrating and discouraging this experience must have been for you. A casino should process withdrawals in a timely manner and provide responsive support.
Unfortunately, if you have already played down your balance, there is nothing we can do at this point to recover your funds. However, in the future, I strongly encourage you to reach out to us as soon as you experience any delays or issues with withdrawals. The earlier we step in, the better the chances of resolving the situation successfully.
Regarding the security index, I appreciate your feedback. Please know that we continuously evaluate casinos based on real player experiences, including complaints like yours. Cases like this do impact the casino’s rating over time.
Regrettably, since there is no longer a balance to claim, we have to close your complaint now. If you ever need assistance again, please don’t hesitate to contact us earlier in the process—we’re always here to help.
Wishing you the best,
Petronela
Casino.Guru
