Cashed Casino - Player’s verification documents have been rejected.

I won 1,000 Reais at this Casino and requested a withdrawal. It took 5 days, after which they asked for verification. I sent the required documents, and they only accepted my proof of address and identification. They rejected the selfie with my ID and my deposit receipt. I don't understand why, as these are the same documents I usually send to other casinos, and they are always accepted. I sent them again, but I decided to file a complaint so Casino Guru can follow up on my case.

Hello leonardocaragua100,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cashed Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Did they specify what exactly was wrong with the rejected documents? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I was asked for the verification process 1 day ago, but I requested the withdrawal 6 days ago.

I sent my selfie holding the document, they rejected it, asked me to take a photo holding the document and with the Casino website open in the background of a computer screen.

And they also requested my account statement, I sent the deposit receipt, now they want my account statement.

Note that I already sent the absurd photo of the open casino screen, I didn't send the statement, just the deposit receipt, which they didn't accept.

They are requesting a statement for the order from 15/05 to 20/06. Do I have to send a statement of my account? Proof of deposit is not enough, I made several deposits on this site, always using my CPF/ID.

I understand that the verification process can take 14 days, but this Casino has gone beyond the standard of documents requested.

I sent all the requested documents, they accepted 3 documents, I sent the bank statements for May and June 2024 and they always ask again. I even sent it by email, and they always reject it.

In the chat they say they will check and come back with the following words "I can help with something else".

And I made 4 deposits at this casino as shown in the screenshot.

Hello leonardocaragua100,

Non of the requests are unusual so far. I can only recommend you to keep forwarding what they request as the verification is still within the recommended time frame.

As I informed you in previous messages, I have already forwarded everything, taking a selfie holding the document and the Casino screen in the background is not uncommon??? Everything has already been arranged, Mr. Nick. Normal deadline for me is the same deadline that you deposit in seconds, not waiting days for a withdrawal to be processed!

Hello leonardocaragua100,

Unfortunately it is not something you or we can change. We can't assist you unless the process is shorter than the recommended time frame. If it would take longer, we can try to intervene.

Today was the 14 days you told me to wait.

Hello leonardocaragua100,

You stated above that the verification began on 20.6. so it's only the 9th day.

Oh yes sir Nick I thought it counted when I requested the withdrawal, so there are 14 days for the withdrawal and 14 days for verification, it has to be 1 month old, thank you!

I inform you that I am sending statements for the requested period and they always reject and request the same documents again.

Eleventh time I upload statements and they always request it again.

This time they blocked the sending of documents or there is a problem with the document sending system.

Thank you leonardocaragua100 for all the information provided so far. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick.

Dear leonardocaragua100, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Cashed Casino representative to join this conversation. 

Dear Cashed Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi Katarina, thanks for getting back to us.

Dear all,

Thank you for reaching out.

We would like to inform you that we are waiting for the customer to provide us with his May bank transaction history showing all 3 deposits made to our casino in May. The transaction history provided so far only shows one deposit made.

Best regards,

Cashed.com

Hello cashed, I sent all the histories by email as shown in the print, I am trying to attach them to the verification app but it is not loading, this error message appears as shown in the print, and you in the chat told me that I had received the emails.

Below is a print of the email sent

Below is a printout of the error at loading time

If you look carefully, you will find the deposits made that I sent by email in my statements, as it doesn't load in your app.

You have to improve your verification, and do maintenance on the document upload part as it is not working, but in any case at least 3 emails were sent with the requested documents.

I even sent it again and they received my email as number 16586857.

Dear leonardocaragua100, 

thank you for the update.

Dear Cashed Casino,

can you please confirm whether you have received leonardocaragua100's emails? Were you able to verify them as well, please?

Dear Customer,

Thank you for providing us with the documents.

As we can see from your account information, your made 3 deposits for 120 BRL each in the month of May. However, in the transaction histories that you provided, we can only see 2 such deposits (one file shows 1 deposit made in May, another file shows 2 deposits made in May) which is why we requested to see the transaction history with all 3 of them visible.

Best regards,

Cashed.com

Honestly, I don't understand what you're asking for, if the files show the 3 deposits why are you asking for 1 file showing the 3 deposits, if the files are separate it's because I used 2 accounts in my name to make the deposit, if you've already identified all of my deposits, how difficult is my verification?

Cashed Casino, do you think it's fair that I made 3 deposits of 120.00 it wasn't just 1 deposit, I made 3 deposits, the first deposit I played and didn't get any winnings, you were left with 120.00 BRL at the time, the second deposit I lost, you were left with another 120.00 BRL from me, I deposited another 120.00 BRL on that deposit and I got winnings of 1,000.00 BRL, you have my 3 deposits in your account, and I don't have my 3 deposits and the winnings, I'm trying to withdraw more than 1 month at this Casino.

If I hadn't made any winnings, you would be with 360 BRL from me, but I made winnings, so the game is a game, honestly follow the rules, pay me to end this discussion, or don't pay me and Katarina puts it as an unresolved case.

Now many excuses, many requests with deposit already identified, with my document already sent, with my selfie already sent, with my address already sent.

A lot of advantage for you if the player loses you keep the winnings, if the player wins you don't want to pay.

Very easy to have Casino this way.

Dear Cashed Casino,

thank you for the update.

Will you be able to send me the screenshots of leonardocaragua100's deposits for the may in your system, please?

Dear leonardocaragua100, 

based on the previous messages in this thread, I would like to conduct a little investigation myself. Will you be able send me the very same document you sent to casino, please? My email address is katarina.d@casino.guru

Looking forward to your replies.

Hello Katarina, with great pleasure I am sending you the documents by email katarina.d@casino.guru .

Thanks!

Email sent!

Dear leonardocaragua100, 

thank you for the prompt reply. I have received your email. I am now waiting for the casino's email with the screenshots of the deposits.

Dear all,

Thank you for your patience.

We would like to inform you that upon further review, the account was verified on 18.07.2024. 

The withdrawal request in question was processed from our side on 19.07.2024.

Best regards,

Cashed.com

I would like to thank Casinoguru and Katarina, for their special attention in my case, I am convinced that if it were not for Casinoguru I would not have received my winnings, it is a warning to players regarding Casino Cashed, that it will not be easy to verify and in case of winnings the withdrawal, I confirm that I received my withdrawal of 1,000 BRL on 19/07/2024.

Thanks again Katarina.

Thank you, leonardocaragua100, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina