The player from Germany is dissatisfied with the verification and withdrawal process. The player informed us that the case can be closed, therefore we assumed that the issue was resolved.
CashiMashi Casino - Player’s withdrawal has been delayed.
Amount: €400
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, in the past I have used Neteller and PSC to make deposits and withdrawals at this casino. Withdrawals with Neteller without claiming a bonus were instant. Now, for the first time, I won a small amount of €400 there after using a bonus ((deposit via PSC), withdrawal via Neteller. I had myself verified by a copy of my ID card and LiveCheck as well as a copy of an invoice for proof of address (like required). I was only able to carry out this verification when asked in the live chat. When asked again in the chat, the verification of these documents is ongoing, now for 3 days. It can't be that you pay out on Sunday at 12 o'clock and on Thursday always has no money in hand and only receives sparse information from the chat when asked.
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2 years ago
Dear Siddie,
Thank you very much for submitting your complaint. I’m very 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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.
If all the data is correct, there should be no reason for the casino to delay your withdrawal. Because it may take a few days to fully review all documents, I would recommend that you wait for a few more business days.
If there is no development within one week, we will intervene. In the meantime, please keep us updated and let us know if there is anything new.
Best regards,
Kristina
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2 years ago
Translation
Hi there,
asked CashiMashi again yesterday in the chat about the status. No news there, the required documents are still in the verification department. A (!) week has now passed to look at an identity card and to check my address!?
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2 years ago
Thank you for the update, Siddie. Could you please forward all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Thank you in advance.
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2 years ago
Thank you very much Siddie for your email. I understand your frustration, but I would still give it at least 2 more days. I will keep this complaint opened and get back to you on Friday. If there is no development, we will intervene. Your patience is highly appreciated.
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2 years ago
Translation
Hello, my documents that were requested were approved yesterday... unfortunately no money yet 🙁
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2 years ago
I appreciate your update, Siddie. Casinos usually process withdrawals only after all documents have been successfully verified, which means it can take a few more days to receive a withdrawal. We always give casinos at least 14 days to process the payment.
I will keep this complaint opened in the meantime, and if there is no development by the end of this time frame, we will intervene. Let’s stay positive and hope for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
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Hi there,
According to LiveChat, the payment should take place today. I'll report then
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2 years ago
Translation
Hello, what can I say. According to LiveChat, the payout should go out. When asked a day later, the chat said everything was verified but a payout could take 2 working days. Why am I first told that the payment is going out, but then it takes 2 working days - which are over???
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2 years ago
Siddie, please understand that it can take a few business days to fully process an international transaction. If you don't receive your winnings within the given time frame (14 days) we will get in touch with the casino to find out what is going on. Please, get back to us if there is anything new. Your patience is highly aprreciated.
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2 years ago
Translation
Hi there,
Payment is on March 16th. went out with us. We apologize for the delays.
Best wishes
Cashimashi
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2 years ago
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Hi there,
Thanks very much!
I think the case is closed with that!
Many thanks to all contributors!
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2 years ago
Hello everyone,
Thank you very much Cashimashi Casino for taking your time to help us with this issue.
Dear Siddie,
Have you already received your withdrawal? If not, I would recommend that we wait for a few more days before we close this complaint, however, we will close it if you wish. Please, let me know how you would like to proceed.
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2 years ago
Dear Siddie,
Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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2 years ago
Well, since you weren't more specific in your last few messages, I assume that you have received your winnings. Therefore we will now close this complaint as ‘resolved’ in our system. Thanks for your cooperation and 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.
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