Cashed Casino - Player’s withdrawal is delayed due to account verification issues.

Good evening!

I have sent my documents to the casino many times. I had a good win and I want to receive my money in my account, but this particular casino is intentionally not verifying my account. From the beginning, I have taken many screenshots as proof, along with several videos of me playing online to have a record if needed in case they treat me unfairly. This way, I can take the necessary actions if required. I would like your help to receive my withdrawal in the proper way as soon as possible!

Dear Locogreko14,

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?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, I also want to collaborate with them but I don't understand why this is happening since I have even sent them my photo holding my ID, my card, everything, everything, if possible, guys, see the screenshots. I will send you the rest by email.

Logically, they are waiting for the December statements because I have them for November, but the bank I work with, the National Bank of Greece, issues the statements every end of the month and the beginning of the next, so I will wait to send them then! And if there is any problem, I will let you know, thanks.

Good evening, my identification was done, now I'm waiting for the withdrawals but they're not progressing, the first one was from the 27th of December.

Dear Locogreko14, do you have any updates on the withdrawal requests? Have they been approved?

Good evening, so far only one has arrived, I've been waiting since 2/1/2025 for the others I made! In general, I don't know why they take so long! They are supposedly well rated on your website!

With the identification everything is fine, I just don't know why the withdrawals are slow!

I haven't received my withdrawals except for one, the others have been 8 days and still nothing!

If possible, this casino is making fun of us. It's been 9 days since then and I still haven't received my withdrawals. Why is it doing this to a legally verified account?

Why do you have these casinos first on your list if they're making fun of people, guys, and they don't pay out the winnings?

Dear Locogreko14, 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. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals.

Have you received any withdrawals?

I have only received an OK, will it be cooperative simply because they say usually 3 to 5 business days, it has been 12 days, so is it recommended that I wait?

Thank you very much, Locogreko14, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Okay, yes, thank you, because it's been 18 days! That doesn't make sense!

Dear Locogreko14,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Cashed Casino representative to join this conversation.

Dear Cashed Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

21 days have passed since then and I have not received my withdrawals, if possible, what a joke this is, guys, then why is this particular casino advertised and we fall victim and play as long as we are to win something, all this happens! This is illegal and a scam when it happens!

I would like to inform you that after many days I received some money normally, but not all of it of course!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ok

Dear Locogreko14,

We are pleased to inform you that your first withdrawal request has been completed.

We would kindly request that you remain patient as we endeavor to complete the pending ones as soon as possible.

Thank you in advance.

Kind Regards,

Cashed Casino Team

Okay, thank you very much for that, and if you look in the comments above, I informed the casino guru officials that everything is going well for now and they are being patient as long as they need to be!

It's a shame you have negative comments because you seem like a good casino, try to fix this so players can play more with you and trust you.

Dear Locogreko14,

Have you received any following withdrawals since your last message?

Yes I have received so far they are starting to look very professional!

Dear Locogreko14,

Could you please specify, how much of the disputed amount has been paid out by now?

Thank you.

I'm just waiting for them to come in but 1000€

And they will have put everything in

Dear Locogreko14,

Could you please clarify, how much is still left to be paid out?

Good evening, I am pleased to inform you that I have received everything!

Dear Locogreko14,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka Dubasova 

Casino.Guru