The player from Germany faced difficulties withdrawing €3820 from Cashimashi due to a verification issue with his Mifinity account. The casino mistakenly associated the wrong email address with his Mifinity account, despite his deposits being made with the correct email. He attempted to resolve this problem through email communication but did not receive a response. The issue was resolved after the player confirmed that the money had been paid out, and the complaint was marked as 'resolved' in the system.
CashiMashi Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €3,820
CashiMashi Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
3 weeks ago
Translation
Hello,
I deposited €334 at Cashimashi on October 22, 2024 with the third welcome bonus and received a 150% bonus.
(https://cashimashi.com/de/promotions/150-3rd-deposit-bonus)
After meeting the turnover requirement, I was able to request a payout of €3820 on October 23, 2024.
My identity and address have already been verified.
The problem occurs when verifying my Mifinity account.
Cashimashi wants screenshots of my Mifinity with the email address: r*******@mailbox.org.
However, I deposited using my Mifinity account with the email address: m*******@mailbox.org.
I don't understand how the casino comes to the conclusion that my Mifinity account has the email address: r*******@mailbox.org.
r*******@mailbox.org is simply the email address I used to register with Cashimashi and is not the email address of my Mifinity account.
I have already tried to contact the casino and resolve the issue but the casino does not respond to my emails.
I can prove that all three deposits I made at Cashimashi were made using my Mifinity account and the associated email address: m*******@mailbox.org.
I have already sent the corresponding screenshots of my Mifinity account to the casino, but they do not accept them on the grounds that the Mifinity account is not linked to the email address: r*******@mailbox.org.
I hope you can help me with this problem.
kind regards,
Michael G*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 weeks ago
Dear Popy71,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do I understand correctly that the only issue is that the email address you used to create your casino account does not match the email address associated with your Mifinity account?
Is your Mifinity account registered under your name?
Could you please share your communication with the casino regarding the verification of your Mifinity account? 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 very much in advance for your reply.
Best regards,
Dominika
Public
Public
2 weeks ago
Translation
Hello dear Casino Guru Team,
The money was then paid out and the case is therefore closed.
Thank you for your help.
Kind regards,
Michael G*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 weeks ago
Dear Popy71,
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,
Dominika
Casino.Guru
