Cashed Casino - Player's account verification is delayed.

There was a problem with the kyc process....at first there was difficulty in getting all the documents sent approved. Now the address, selfie, ID card are approved. The casino asked for a bank statement from the bank where the deposit was made on 11.2 from 11.1-11.2. I sent it and it was approved. Then the casino asked for a bank statement from my other bank where I had previously made a deposit...I sent it a week ago, it was rejected and the same bank statement was requested again, I sent it but it was not approved but today 24.2 the casino is still asking for the same bank statement. I have nothing more to send. My bank's online bank is not available except for the bank statement I sent twice. The casino also does not tell me what the kyc problem is in the documents sent. The chat cannot answer, nor do they reply to emails. An unconfirmed kyc prevents a withdrawal. I no longer understand what document the cashed casino wants, because no bank statement in a different format is available. So I have sent the required bank statements for the period 11.1-11.2.2025 and separately the bank receipts for deposits to the casino. I would like to politely ask the casino guru for help. If necessary, I will send you all the documents sent to the casino.

Dear Koppari,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you're experiencing.

Could you please forward the bank statements you sent to the casino for verification, which have not been approved yet? My email address is veronika.f@casino.guru.

Are you uploading the bank statements directly to your casino profile, or are you sending them via email to the casino?

If you're uploading them through the website, do you see any suggestions regarding the required information that the document should contain in order to be approved for KYC?

Have you uploaded the bank statement in the correct format, and does it contain all the necessary information, including your personal details?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Documents uploaded via the website. The bank statement you get from the bank shows the name and account number.

Today, 26.2, cashed rejected the downloaded bank statement again and is requesting the same bank statement from 11.1-13.2.2025 again. Sent 3 times now, Rejected 3 times. Previously, a bank statement from 11.1-11.2 was requested, which I sent 3 times and was rejected 3 times.

Veronika/casinoguru....I have sent you the bank statements requested by the casino.

From 11.1-11.2 and 11.1-13.2.2025

Today cashed.com rejected the bank statement again. Cashed first requested a bank statement from 11.1-11.2, sent/rejected 4 times. Next, they demanded the same bank statement from 11.1-13.2.2025....downloaded several times and rejected and demand the same again....reject. Today came a new demand for a bank statement from 11.1-20.2.2025. I have also made 2 deposits on 31.1.2025 from Osuuspankki, from which they received a bank statement from 11.1-11.2 and 11.1-13.2 and also Zimbler deposit receipts. 11.2.2025 deposit from S-Bank. S-Bank's bank statement showing the 11.2 deposit of 60e has been downloaded and approved. The requirement is still a 31.1 deposit statement with a constantly changing date. I think cashed.com has no right to demand documents with constantly changing dates because there are no transactions/deposits after 11.2. Only rejected withdrawal requests, dozens of documents on 13.2.2025.

1.3 In my profile, the "documents" have now been approved but the "review" is still ongoing and withdrawal cannot be made. There will probably be a new document requirement....?

Today 3.3.2025

Documents approved. Withdrawal request blocked. Still "reviewing" in progress.

Thank you for keeping me updated. I am glad to hear that your documents have finally been approved and verified by the relevant department.

Could you please specify since when exactly your withdrawal request is shown in your account as pending?

3.3 chat agent said account was verified.

On 3.3 I made a withdrawal request which is now being processed.

4.3 lifting under review

5.3 lifting to be checked

My 5.3 withdrawal was transferred to my bank account. A very time-consuming process that I don't want anyone to experience.

-customer service is not good, emails are not answered

I’m glad to hear that your winnings have finally been successfully transferred to your bank account! Now that the verification process has been completed, I believe your future withdrawal requests should go much more smoothly, and the casino shouldn't require such exhaustive verification again.

Please feel free to let me know if there’s anything else we can assist you with or if this complaint can be closed.

Thank you, the complaint can be closed. The cashed process was all consuming. I sent an email to cancel the account and I will not return there. Complete lack of trust in customer service. You probably noticed that the feedback and complaints from forum users are not in balance with the "high" security rating in my opinion.

Dear Koppari,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru