The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player stopped responding.
CashiMashi Casino - Player’s struggling to complete the account verification.
Amount: €4,600
CashiMashi Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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2 years ago
Translation
Hello everyone since 3/11/22 I've been trying to get my payout was verified except for my payment method that was asked 5-7 times and everything was submitted they say every time takes 2-3 now the 31 is 20 days over and I still have nothing
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2 years ago
Dear outleto76,
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello, everything went well except for the payment process. I only have a virtual credit card we have 4/3/22 submitted it for the first time on 3/11/22 and 7 other times too. I can't access my account, I can't log in and I don't get an answer from the casino. When I go to live chat, I always get the same answer. It takes 1-3 days, 22 days have passed
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2 years ago
Thank you very much, outleto76, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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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2 years ago
Hello outleto76.
Thank you very much for sharing your negative experience with the Casino.Guru. We are now going to reach the casino team.
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2 years ago
Translation
Hi there,
After examining your profile, I have to say that you unfortunately did not submit the required documents. A bank statement, the screenshot of your MuchBetter account and the photos of the credit card are still missing. They sent us screenshots of the credit card. Unfortunately, there is no indication that the credit card is in your name. This was also written several times in the description of the request. You can also see what is required in the email in which these documents were requested.
Kind regards
Cashimashi
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2 years ago
Translation
That's a lie I'm happy to show you how many times I've sent you this and for the credit card I only have a virtual credit card I don't have a physical card I'll send you everything again
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2 years ago
Translation
We have neither a bank statement nor the MuchBetter account. For the virtual credit card, please send a screenshot that also shows your name. Otherwise we unfortunately cannot accept it.
Kind regards
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2 years ago
Hello outleto76.
Please, is there any issue with providing the casino team with the bank statement for MuchBetter account?
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2 years ago
We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.
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2 years ago
Translation
Hello outleto76,
please complete the verification anyway. As I said, we are still missing documents.
Kind regards
Cashimashi
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2 years ago
Hello outleto76.
Please, could you complete the verification process in the casino?
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