The player from Germany has requested withdrawal a few days ago. It hasn’t been received yet. We’ve reopened this complaint as per the player’s request. Player’s complaint has been resolved successfully.
CashiMashi Casino - Player’s experiencing difficulties withdrawing his winnings.
Amount: €450
CashiMashi Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
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The withdrawal request (via bank transfer, there were no problems with it for months) is simply not processed. Has been in progress for more than 48 hours. The casino doesn't contact me, doesn't respond to my inquiries about what's going on, simply doesn't do anything. Impossible to deal with a regular customer.
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3 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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 and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
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The problem has now been resolved. The case can thus be closed. However, things only got going after a moderator from the Gamble Joe Team took care of the matter and took care of it. At first I didn't even get an answer from CM. I thank the Casino Guru team!
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Stefan, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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3 years ago
Additional comments from the player:
"It seemed like everything was cleared up, but Cashi Mashi keeps doing the monkey with me. On October 29th, 21 I submitted a withdrawal request for EUR 450. This had been on pending for an unusually long time and the casino hardly responded, then not at all to my inquiries. It was only through the intervention of a Gamble Joe employee that the payout was then approved on November 1, 2021. Now it is 9/11 and I still haven't received any money. CM rejects the guilt and blames everything on my bank. I don't believe a word, because in September several payouts went smoothly and quickly. Same bank, same payout method (wire transfer). I am highly suspicious of CM and I am concerned about the profit I am entitled to. Please help me. ps. Gamble Joe is out of business. Have me deleted there. regards"
Since the funds haven't been received we reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
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3 years ago
Dear Stefan,
Do I understand correctly that your withdrawal has been processed but never reached you? Have you received a transaction tracking number from the casino? Thank you.
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3 years ago
Additional comments from the player:
"On October 29th, 2021 I requested a payment of EUR 450. These were finally approved on November 1, 2021. Today, on November 15th, 2021, I still didn't receive any money. The whole thing was a payout via Bank Transer (WIre Transfer), as always. This can take a maximum of 7 working days. These are long gone. Instead of being accommodating, the casino reacts stubbornly and only wants to research the money if original account statements are available in PDF format. But I cannot deliver this because my bank only sends me extracts in cvs format (Excel) during the month. A screenshot of my complete account transactions since October 29th, 2021 was not accepted or ignored by the casino. All other online casinos so far accept the cvs excerpts, screenshots. Casinomashi builds crap and now, like the biggest bureaucrats, makes wishful demands on me regarding file formats and does nothing to clarify the whereabouts of my money. Please help me !"
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3 years ago
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Hi there,
Unfortunately, we are unable to accept a transaction history that can be edited. Accordingly, documents such as a Word document or a CSV file can unfortunately not be accepted and so we can unfortunately not check it, as you can simply remove the booking there at any time.
With us, the payment was transferred on November 1st, 2021 via Wiretransfer.
Kind regards
Cashimashi Casino
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3 years ago
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Today, on November 15th, 2021, I received an email from the employee Miri to my email address registered with CM, with the request to send a screenshot of the transaction history. I've done this several times. This cannot be changed.
Minutes later a Karina tells me in the live chat that they will not be accepted. Every employee says something different. For me these are just lazy excuses. There is no will to research. I still haven't received any money on November 15, 2021. The money can't just go away. The payment service provider working for CM should simply see whether the money came back. In any case, I never got it.
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3 years ago
Dear Stefan,
Could you please confirm that you have provided your transaction history in a format that can't be edited? Ideally, please forward it to petronela.k@casino.guru. Thank you in advance.
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3 years ago
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You will then receive the mail Petronella. For me a word is a word.
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3 years ago
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I just sent you email. From my 2nd mail address.
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3 years ago
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Now also sent to you from my other mail. You now have everything you want, dear Petronella
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3 years ago
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Hello Stefan,
Yes, Miri wrote to you and said she forwards it. You can try it, because only original PDF account statements are accepted. However, these were rejected by the department, precisely for this reason. In addition, the department provided us with the transfer and it clearly went to your account and has not been returned.
Warm greetings
Cashimashi
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3 years ago
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I just sent the documents to Petronela that prove that the payment went out to us and didn't come back.
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3 years ago
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CM wrote me this by e-mail: "However, we also received an extract from the transfer and the payment was definitely sent to the correct account and did not come back. So you must have received your money."
No, I did not receive my money. Definitely not. Evidence of this went to Petronela earlier. Screenshot and file in csv format. On October 29th, I guaranteed not to have rotated numbers or anything else in the payout form on the HP of Cashimashi. It is also bad that Cashimashi never gives the account details again in the payment confirmation and these are also nowhere else to be seen. From here I can in no way judge where Cashimashi actually transferred the money.
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3 years ago
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However, until today, 11/16, money did not arrive.
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3 years ago
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But it didn't come back with us either. The payout definitely went to the correct Iban and you don't want to show us a normal bank statement. However, we can provide you with the payment confirmation. So you see, it's not that we're not following up on what you claim. It was checked and the payment confirmation proves that it went out and was not booked back!
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3 years ago
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By the way, you can find the account details in the file that was attached to your ticket. It is correct, we have also checked this several times to see whether there was a number rotated
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3 years ago
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Investigations have only been carried out since Casino Guru was switched on. It's not about wanting to get the account statement, as has already been explained many times. The point is that with this purely online account, the bank will not provide extracts in pdf until the first week of December. I have also explained that several times. Strangely, other online casinos accept the csv files for verification. The fact is that I never received the money and apparently nobody knows where it is. I would also like to have the detailed payment confirmation, from which the IBAN, BIC and other information can be found. I currently only have the meaningless entry posted above.
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3 years ago
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Then please have a look at your ticket, it was added to you as an attachment!
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3 years ago
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And it was already submitted to our support department before you contacted Casino Guru or Caro. That’s on the edge. There is no purely online account at Santander Bank. The Santander Bank also has branches where you can get your bank statements from the machine without any problems. And the financial overview doesn't look like what you sent us. The balance of the account is also displayed in the financial overview and you can set a filter for e.g. B. only outgoing or only incoming items.
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3 years ago
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You're wrong. At the bank mentioned, you cannot get statements from the machine if you opt for an online account. Either or applies there. What you then write is another insinuation. All sales were selected by me, I didn't filter anything. Entrances and exits. You got the same thing that Petronela received. The screenshot can be enlarged. I can read it with no effort.
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3 years ago
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Well insinuation or not, there is nothing that can be checked by the department, as it is not a full account statement. Furthermore, while we are talking about allegations, you are assuming that it has not been checked and that no one would care about what does not correspond to the facts. It has already been passed on for the test and you should perhaps also reconsider what you are saying about yourself in the forums and Caro has already pointed this out to you. What you're doing there is basically character assassination. The extract from us clearly shows when we instructed the payment and that the payment was successful. We also emailed this to Petronela. But you are welcome to contact us when you receive your bank statement. Unfortunately, we can't do anything beforehand.
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3 years ago
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Your casino group is known for such games. I am happy to link tens of similar cases from 2020 from Cashimashi and Rant Casino, where players only got their money after an eternity and only after tremendous pressure. Everything can also be read on the said forum. You assume that I would filter things out and would have received the money long ago. And it is clear that there is no independent judgment from said GJ employee, because CM is also advertised on the Gamble Joe forum. I will now no longer comment on your casino and will not seek or enter into any further confrontation with you. The fact is that I did not receive any money. Should Petronela from Casino Guru now make his final judgment on the matter. After clarifying the matter, you can also close my account at CM. It should go without saying that I no longer play there.
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3 years ago
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As I said, at the time when we receive a qualified account statement, we can check it again. You cannot or do not want to submit this to us. According to Santander Bank, you can collect statements from the statement printer at any time. But let that be put aside. The documents from our side are at Petronela. And now to make allegations to GJ is really not really slow anymore. And at Casino Guru you can also find our bonus as a recommendation. Whenever there have been cases where the payout has been delayed, we have always tried everything in our power to resolve it. Unfortunately, it was partly due to the users that the documents were not submitted and therefore the delay came, partly to us, which we then always admitted and apologized for. But the fact is, you are making statements that do not correspond to the truth and do not provide us with any evidence that really shows that you did not receive the money. But well now. We let Petronela do her job and you are welcome to block your account with us.
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3 years ago
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I received a completely contrary statement from the local bank. Probably depends on the account model you choose. Yes, I can impressively read all of this in your power regarding unprocessed payment requests and non-arriving funds on the Internet. I will block my CM account in due course. You can be absolutely sure of that.
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3 years ago
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As mentioned earlier, the best thing we can do is let Petronela investigate and take care of it. But if there is a bank on site, I wonder why you are not being helped there. But good. As I said, as soon as you provide us with a real bank statement, we can gladly reopen the case with us. The fact is, it went out with us and was not booked back.
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3 years ago
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That’s last. Your statement that I can get bank statements from the machine was wrong. I was there earlier and when I inserted the card, the message appeared that I was only getting extracts in my online post box. Then the card happily came out of the machine again. I have repeated several times that I will only receive this once in the pdf format that you have only accepted, namely in the following month, i.e. December. Incidentally, due to Corona, numerous branches have been closed for months and / or not staffed. May be different in Malta.
"The fact is, it went out with us and was not booked back."
Apparently you want to have sent me this proof already. I can not find him. You are welcome to send it to me again, by email. Now I would say we are really waiting for Mr Petronela and his result.
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3 years ago
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Please take a look at the ticket you received today, there is an attachment to it.
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3 years ago
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Most of the emails from CM always end up in the spam folder.
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3 years ago
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Has been sent out again. Otherwise Petronela also has it available.
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3 years ago
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I got the email from CM in the spam folder again. just read. Yes, also the attachment. Thank you for that. Cashimashi could have taken a lot of pressure out of the kettle if someone had sent me that much earlier. The IBAN and BIC are correct, and so is the rest. However, a small inconsistency that struck me. I received the payment confirmation from CM on November 1st, 2021 by email, which literally stated that my money had been transferred / paid out. In the current appendix, however, November 2, 10 p.m. 4 minutes, is given as the execution date. So the payout only really went on tour on November 3rd. That's not really bad, but it makes a difference and somehow of interest. So today is the 12th working day. I still haven't received the money, as of November 16, 2021 at 9:30 p.m. I am neither too stupid to read my account transactions correctly, nor am I interested in disguising or concealing incoming payments from CM. I don't know in which country the executing payment service provider is located, I hope not Curacao. Of course, I don't know whether it changed between September and October, because in September everything went smoothly. However, some mechanisms seem to have prevented my account from being credited this time. For me, however, nothing is evident in this regard, except the statement that nothing has just been received. I don't think that I am / will remain the only customer who has to experience something unpleasant. Therefore, the whole thing is anything but uninteresting for the casino operator and other players. The attachment that has now been sent again by CM makes me at least a little mild.
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3 years ago
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So, you will have the confirmation of the payment on November 1st. get in the evening that your payout was successful. It is then passed on to the bank. Of course, since it was after bank working hours, it will not be booked until the next morning, namely at 10.04 MORNING. Because AM is in the morning, not 10 p.m. in the evening. So that's not an inconsistency in how you put it. And if you think any "mechanisms" are preventing your account from being credited, you should perhaps ask your bank about these "mechanisms" as it has been transferred to our bank. Unfortunately we have had the case too often in which it was claimed that the money had not arrived and it was booked with the people and they wanted to collect twice. That is why we cannot act without an account statement, we have already told you this several times, be it in live chat or by email. We tried a screenshot and also passed these editable documents on to the department and we were told exactly this and the transfer slip was given to us accordingly.
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3 years ago
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A really great idea to ask the bank about a casino that is not licensed in Germany and that does not adhere to the new regulations that have been in effect since 1.7.21; but does not withdraw from the German market like other online casinos. And now I don't want to hear the suspicion of double cashing any more. This is department subordination, outrageous.
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3 years ago
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I didn't say that you do that, but that others have done it in the past 😉
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3 years ago
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Incidentally, today I received an email from the boss (?) Susanne, who wanted to contact the payment service provider. Some other employee answered the question later. Proverb many cooks spoil the broth. And everyone knows and says something else. Wouldn't it be great if Susanne could contact the payment service provider. Regarding the character assassination, I suspected that your group might have financial difficulties. You can legally make an assumption at any time. This is not a statement of fact. I made this assumption because I had to wait over 48 hours this time for the withdrawal approval alone, for my inquiries in this regard. was not reacted and only when the employee became active in the forum, things got going. Besides me, there were other people affected who had to wait a long time, at CM as well as at other casinos in your group. In addition, as I already mentioned, there are not just a few threads on Cashimashi, Rant and co. with problems like mine from the past.
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3 years ago
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And as for the law, you might want to do a little more research. It is not forbidden to play with us. We have an EU license that is valid and it is not forbidden for players from Germany to play with us. You are welcome to send us an email at CM, then I can give you links to explanations.
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3 years ago
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Payment processing generally takes two working days. You can also find this in our terms and conditions or FAQs. The claim it was only acted after Caro intervened is wrong, because I already had it on the table at the time 😉 On the subject of many cooks spoil the broth, that's why the tickets generally end up on your table with me Payment provider has already been contacted as a precaution. Susanne communicated this to you and is also correct. However, there will also be the problem that irrefutable proof cannot be presented by you that you have not received the money. That's why you received another email that we can't do much without a bank statement.
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3 years ago
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Then that's fine. So we hope your legal opinion about it may be correct. However, I don't think everyone sees it that way. However, I still ask myself why I did not receive anything from you today? Instead of continuing to assume that I want to collect double payments, it would make much more sense to do research on your part with the payment service provider. Because the PDF excerpts, which I cannot deliver yet and which you push forward, behind which you hide, come like the amen in the church and then you see that nothing came in.
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3 years ago
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I'm sorry, but there is no point in arguing with you. Please read and understand the post from me beforehand!
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3 years ago
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I read it and understood it. In addition, I do not understand your renewed quarrels today. I wrote to Susanne in a very nice way today by e-mail or replied to yours. Here I am waiting for Petronela's assessment. My daily schedule today wasn't actually a verbal firefight with CM employees. Doesn't do anything anyway. Even the good Lord doesn't know where my money is floating around and wrong.
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3 years ago
Thank you very much, both sides, for numerous replies and forwarded emails. I do apologize that I didn't intervene earlier however, we had a bank holiday yesterday.
To sum it up, we can see that the payment has been sent. Unfortunately, the only way to confirm that it hasn't been received yet is by obtaining a PDF bank statement. I understand that it is frustrating, Stefan, to be waiting for a payment that long, but please understand this is not the casino's fault and it hasn't been done intentionally.
Stefan, I will set the timer for additional 7 days and check back with you on Thursday next week. Hopefully, you will receive your payment by then.
Meanwhile, I'd like to ask the CashiMashi Casino team to check with the payment provider if they have any more information about where's the money stuck.
If there are any developments please let me know. I will be waiting for good news patiently.
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3 years ago
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Quote Petronela "In the meantime, I would like to ask the CashiMashi Casino team to check with the payment provider to see if they have any more information about where the money is."
And that's exactly what I've been waiting for, thanks for that. I never expected CM to simply write out the next transfer. That wouldn't make any sense at all, because there is more than a risk of recurrence for what has just happened. I don't know about banking. In my understanding, if the bank declines because of the payment service provider, the payment service provider would also have to be notified and the money would have to be returned to them. Maybe something like this takes forever?
I would like to emphasize that I currently have no information, notifications from my bank a la "we were unable to credit the receipt due to ......". In other words, I was told nothing and nothing.
The only thing I see is that no profit has been credited. This is happening for the first time.
Incidentally, I have now received the certificates from CM several times by mail. Thanks for that. It is not necessary to send this png file again.
Of course, CM will receive the required pdf excerpts as soon as I receive them.
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3 years ago
Thank you very much, Stefan, for your reply and cooperation. I have no doubts that this will be resolved soon.
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3 years ago
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Well, I already have doubts. It seems very confused, currently not transparent for any of us involved and I find it very strange that I am not even notified by the bank. Yesterday I read a very similar case in an OC forum, but different online casino / different group, but also Malta. Even after the payment was confirmed, the player never received any money and it was all months ago and nothing is cleared up.
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3 years ago
Thank you, Stefan, for your email. I will check back with you on Thursday.
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3 years ago
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You got a mail from me today, Petronela. Please take a look at you. There is also an attachment. Short form here: I still haven't received any money. At the beginning of the week contact with a Cashimashi employee by email. You are in contact with the payment service provider. After that nothing came from Cashimashi. The lost money is neither in my checking account nor back in my Cashimashi account. Apparently not even with the payment service provider. Talk money in nowhere. I requested preliminary PDF excerpts from the bank, but they do not react or take an eternity to react. All very big crap and inexplicable to me.
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3 years ago
Thank you very much, Stefan, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas 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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Thank you Petronela. I'm looking forward to hearing from Tomas then.
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3 years ago
Hello Nixcashi,
I will take care of your complaint from now on. I would like to ask the CashiMashi Casino representative to describe what steps were taken to verify the location of the player's money up to this point, from the point of view of the casino.
Nixcashi, please understand providing the PDF bank statement will be still needed to successfully resolve this situation. I understand this must be frustrating for you, but I believe this case can be resolved successfully.
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3 years ago
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Tomas, on the PDF excerpts: Yes, I understand, but I can't conjure it up. I only get the extracts in PDF format in the following month of December, around the 6th, automatically afterwards. My bank has still not responded to my request (for many days). As already mentioned, I cannot let any out of the machine with my account model. I already guarantee that the PDF excerpts will in no way contain anything else than the previous, provisional cvs format that was not accepted by CM. In return, I received a transfer confirmation from CM in png format. My question as to why my IBAN appeared twice in this one has not yet been answered. At the same time, I cannot identify the transferor's IBAN from the png file. I also have doubts that CM has actually contacted the payment service provider in detail in the meantime and had the whereabouts of the money clarified. I have the impression that CM is leaning back, has not done anything to clarify anything since then and is referring to the PDF excerpts that are currently not available from me. Unfortunately, I haven't had the best experience with the casino in other areas in the past either. So the level progress was not correct for many, many weeks, or was then no longer displayed at all. That was also downplayed, partly negated and only fixed after an inopportune time. A deposit of EUR 10 made with "Sofort" disappeared without a trace in winter 2021 and never reappeared and I was left with the damage.
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Also on November 29th there was still no money. And the casino doesn't respond here. Class !
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3 years ago
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1.12.2021. Still no money there. I quote Tomas: "I would like to ask the representative of CashiMashi Casino to describe what steps, from the point of view of the casino, have been taken to verify the location of the player's money up to this point."
Still no response from the casino. Great !! Only a few more days then I will receive the pdf excerpts. We’ll be curious what CM will come up with next.
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3 years ago
We would like to ask CashiMashi 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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3 years ago
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Side note from me: Cashimashi received the requested account statements in pdf format from me today, as soon as they were available to me. On my part, everything has been done to clear up the matter.
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3 years ago
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Hello Tomas. After CM got my statements yesterday, I checked my CM account this morning. The money was back on. CM did not contact me via email about this. If I had not looked into the CM account, I would not have been aware of it. In the live chat I only got the short answer when asked, my bank would have refused the credit. I can now make a new withdrawal request. Why it took weeks to make this statement and why the extracts were needed first is not clear to me. The money certainly didn't just come back to the payment service provider today. I also know from other OC that the bank gives the green light beforehand whether the payment will be accepted and credited. I was told that right at Queen Vegas. The processing time of up to 48 hours is also due to this. It's all very strange to me. I also don't understand why CM no longer reacts at all here. It seems as if your request, Tomas, to check the location of the money did not fit into the business.
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3 years ago
Hi Nixcashi,
thanks for the update about the situation. It might not be necessarily the casino's fault the payment didn't go through. It's good news the money reappeared in your account at least.
I would like to ask CashiMashi to give an explanation about the widrawal issue and advise what steps should Mixcashi make to withdraw successfully.
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3 years ago
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Whereby the "account" is the game account, i.e. the CM account. How and whether I can get my money at all is a completely different question. I would have appreciated it if Cashimashi had informed me about it by email after I had sent the statements the day before. So it was only by chance that the money went back to my gaming account.
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3 years ago
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Hello Nixcashi, no, I haven't contacted you yet because I don't have a 7-day week and yesterday was free. I forwarded your statements directly and it could then be checked. I would have contacted you via email today that you would like to make a new payment. For whatever reason, the bank refused the payment.
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3 years ago
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There is good hopeful news about the payout, I think it will work that way. But I will first contact the CM staff by e-mail before I rush to say something here. So please be patient Tomas. I will update on the matter.
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3 years ago
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So, Tomas, very good news in the early evening. I am absolutely amazed because I have now received the money. The Cashimashi employee was now absolutely reliable and immediately arranged for the withdrawal request to be processed as quickly as possible. I have now chosen a quite new payout method that promises instant and probably keeps it. Wow !! Case can be closed. Nixcashi is now called Mitcashi.
Many thanks to the Casino Guru team, i.e. Petronela and Tomas. Many thanks to the Cashimashi employee, starting with M.
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3 years ago
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You're welcome. Hope this has settled the issue. However, due to your many statements in the forums, the management has decided to close your account with us.
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3 years ago
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I gladly accept the decision. It was annoying enough anyway. And enough questions remain open.
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3 years ago
Dear nixcashi,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.
