Cashed Casino - Player’s winnings haven’t been received yet.

I withdrew my funds of $500CAD on Friday November 8th at 12:48am eastern standard time. The casinos withdraw terms and conditions states 3 business days. I contacted them on Tuesday they said to wait which I did and didn’t think to much of it because it was the 3rd business day. There finance department works 6am-5pm GMT they had an entire business working day Friday, Monday and Tuesday. I contacted them Wednesday to which I just got the run around "5 business days now" and "it’s the next processing day" so I went to read the terms and conditions myself and no where does it say any of that in fact it only says 3 business days! It’s now been an entire week but 5 actual business days and I still haven’t received my winnings. I sent there complaint department an email today as well with the terms and conditions attached to it. I’ve also attached it to this email for your reference. I spoke to many people on the chat as well such as Mari, Juliet and Britteny. Thank you

Dear Gpower89,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hey Nick! Thanks for the response I appreciate it. Everything on my end is good. I submitted this claim basically to cover all my basis, when dealing with a casino I find it best. I have been given the absolute run around this past week with this casino. I have been told my withdrawal is in the final stage on Tuesday, I was also told to cancel it and resubmit to which another rep told me not to do that as it will just delay it more, I’ve been told it’s being dealt with on "priority" basis and that it’s been "escalated" etc.. I just felt it best after emailing their support team to submit a claim and get the ball rolling.

I hope that this has cleared up by day 14 and if it does I will inform you. But if not I will talk to you then! Kind regards