The player from Germany was prompted to provide additional documents for the KYC, even if her account has been verified in the past. We ended up rejecting the complaint because the player stopped responding to our messages and questions.
CashiMashi Casino - Player is struggling to withdraw her winnings.
Amount: ??
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
At the beginning of the year I cashed out a large sum, which was a lot
was tedious. Here a case was open as you can see in the history
be able.
I had to submit everything 4-5 times, it was still incomplete
it was often said to be his. Verification revolves around Source of Whealth.
After a lawyer and public complaint, the money was paid out.
Now, lo and behold, the game starts all over again. Access is blocked by account.
Out of anger I signed up at 2 other casinos.
Vegadream.com and locowin.com. They have the same Linzers or what
whatever you call it. This gammix limited there. By the others
both I was completely verified to the outside world. Without any
I can't get into communication either. This is an insolence !!
And I did everything at least 3 times this time just like the previous one
Posted. Be it by email, by email separately to the vip support
Cashi Mashi or via upload link! (which, by the way, is 99% not
works because the requested files mostly exceed the limit of 3MB
exceed. ) which of course was also addressed 64728 times
became.slowly it's really getting to the incompetence level at the maximum!! Yes it can
not be that you have to re-submit everything every 6 months and / or
have to run to the lawyer
Automatic translation:
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1 year ago
Dear karynameltsyna,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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1 year ago
Translation
I have sent all the requested documents multiple times. Here are the screenshots attached. But KYC was also long overdue. It's just about source of whealth.
Automatic translation:
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1 year ago
Thank you very much, karynameltsyna, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi karynameltsyna,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite CashiMashi Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
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’.
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1 year ago
Translation
Hello Peter, hello Karyna.
Yes, you sent a lot, but there are some ambiguities in your uploads. This was also written to you. What you didn't comment on. The VIP support has also pointed out to you several times that something is missing.
Unfortunately, it is necessary for the sums that you pay in that we make a sow. We are obliged to do this. So it's not verification like you say, it's the source of wealth. The department emailed you again on 08/20/2022. And again no response from you. Then we are unfortunately forced to close the account. Of course, you will also be denied access to all other Gammix casinos until the SOW has been completed. The problem with your first big payout was that your name didn't appear on your bank statement, as you may remember, of course that has to be checked then.
LG
Cashimashi
Automatic translation:
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1 year ago
Dear karynameltsyna,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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