The player from Italy had requested a €150 withdrawal on 07/10/2024 from Cashed Casino, which was approved the next day but had been pending for 13 days. Support attributed the delay to high withdrawal volumes. The player's winnings were ultimately cancelled by the casino's provider during an investigation and added back to his balance, which he later played. Consequently, the Complaints Team concluded that there was no possibility of recovering the lost winnings, stating that the player was responsible for their account and bets.
Cashed Casino - Player’s withdrawal has been delayed.
Amount: €150
Cashed Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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5 months ago
Translation
Good morning, I requested a withdrawal of €150.00 on 07/10/2024 from the Cashed2 casino. The withdrawal was approved the next day but has been pending processing since 07/11. I contact support every day, and they tell me that there are no issues, just a high volume of withdrawal requests which is causing delays. How is it possible that it takes 13 days for a withdrawal that was approved the next day? I have attached a screenshot showing the status of the withdrawal process.
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5 months ago
Dear domenicorocco1995,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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5 months ago
Translation
Good morning Veronika. The accumulated balance for which the withdrawal was requested was free of bonuses. I recharged and with a real balance I won. I was not asked for any documents despite several reminders, I was always given the answer that there was a delay due to the high volume of withdrawal requests. I don't think the document is a problem as the withdrawal request was already approved the following day. The last response given today by customer service is that the request has already been sent to the payments department as everything has been duly approved. But I really don't understand why since 11/07 the request was approved it has always been processed. We are well out of 5 business days from approval.
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5 months ago
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Oh forgot to answer a question. No, this is the first withdrawal.
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4 months ago
Before we proceed with the investigation, could you please forward me all the communication between you and the casino customer support that could be relevant to your case? My email address is veronika.l@casino.guru. Thank you.
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4 months ago
Translation
Hi Veronica, I just sent you the emails between me and customer service. Thank you
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4 months ago
Thank you very much, domenicorocco1995, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Dear domenicorocco1995,
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.
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4 months ago
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Hi Katarina, I take this opportunity to attach the last and umpteenth response from their customer service from 03/08 in which they inform me again that everything is ok and that the withdrawal has been processed.
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4 months ago
Dear All,
Thank you for reaching out to us.
Please be informed that we have forwarded the information about the customer's withdrawal request to the relevant department for checking and will share more details as soon as possible.
Kind regards,
Cashed.com Team
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4 months ago
Dear domenicorocco1995,
thanks for the message.
Dear Cashed Casino,
thank you for your reply. We are waiting for your next update.
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4 months ago
Dear All,
Please be informed that we're still checking this case. Unfortunately, it may take some more time.
Kind regards,
Cashed.com Team
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4 months ago
Dear All,
Please be informed that the case is still being investigated.
Kind regards,
Cashed.com Team
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4 months ago
Translation
Good afternoon, but can I know what kind of problem there is?
I contact customer service and they tell me that everything is ok, making fun of me.
I ask if additional documents are needed and they say no.
for 150 euros a month of waiting!!!!
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4 months ago
Dear Cashed Casino,
thank you for the update. Could you please provide further details on the specific issue at hand? Is there any information or assistance you require from the player?
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4 months ago
Dear Katarina,
Thank you for reaching out to us.
Please be informed, that the customer's withdrawal request was cancelled by the provider yesterday and added back to his balance when the investigation was over. We informed the customer about this immediately via email and asked to resubmit the request and let us know when done, in order to process it with priority. The customer did what we requested, however later cancelled his withdrawal request and played it.
At the moment, there's no active balance or active withdrawal requests on the customer's account.
Kind regards,
Cashed.com Team
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3 months ago
Hello domenicorocco1995,
We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 months ago
Dear Cashed Casino,
thank you for your message.
Dear domenicorocco1995,
could you please confirm the statement made by the casino? Additionally, did you end up utilizing your balance?
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3 months ago
Dear domenicorocco1995,
thank you for your message.
Sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Should you require assistance with this or any other online casino, please feel free to reach out to us. We are committed to providing you with the support you need.
