The player from Germany had requested account closure and a withdrawal of 1,000€, having previously received 500€. Despite assurances via live chat that the remaining balance was being processed, the player was still waiting for the payout. The Complaints Team had extended the response time for the player to address the issue; however, due to a lack of communication from the player, the complaint was ultimately rejected.
Cashed Casino - Player's payout is delayed after account closure.
Amount: €1,000
Cashed Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 weeks ago
Public
Public
1 month ago
Translation
On November 18th, I requested to have my account closed and asked for my balance of 1,000€ to be paid out to the registered payment method. In parallel, I had already requested 500€ and received this amount on November 21st.
Via live chat, I was assured that I would receive the remaining balance as requested. In the past few days, I was also informed that the payout is being processed.
Automatic translation:
Public
Public
1 month ago
Dear polz1894,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
