Cashed Casino - Player's withdrawal has been delayed.

Good afternoon. I have had a withdrawal request of 70 euros pending since the 19th of June. At the time of the request, I had around 2000 euros, but I asked for a small amount to verify the account. For the past 11 days, I have been continuously sending documents and continuing to play, but nothing is being resolved. As of today, 30th of June, my balance is down to 400 euros, and the 70 euro request is still pending. I believe that once I deplete my entire balance, the account will finally be verified. Could you please help me resolve this issue? Thank you.

Dear josebastos111965, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been successfully verified?

Also, please keep in mind that usually, we recommend players wait up to 14 days for their withdrawal requests to be processed and paid out.

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

Best regards, 

Veronika

Good morning. The last time I sent it was on the 27th of June but from day to day they change the request dates and we are on this. The strangest thing as you can see in the image is that the transaction history has already been approved. I don't understand why they ask The same thing twice. I had so much money in my account and soon I won't have any. Thank you

Good afternoon. Once again asking for the MBW PDF statement. The casino doesn't even know that MBW doesn't give statements or if it does, it's just to complicate matters. I sent several prints of the MBW APP and spoke to chat once again and explained which had to be prints when they told me that it wasn't the transactions they wanted but the MBW information. Just a note I paid with skill and they ask for MBW

Thank you for the update. Before we proceed with the investigation, please forward me all the communication between you and the casino regarding your verification that could be relevant to your case. My email address is veronika.l@casino.guru.

Good afternoon. It's no longer worth continuing with the complaint, I no longer have anything to receive because my balance is gone and I can't validate the account. I don't intend to play any more at this casino that shouldn't even be open. Thank you

Thank you for letting me know. I am sorry you played away your winnings. This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.