Cashmo Casino - Player’s refund has been delayed.

Hello,

I self excluded and was told I would receive a refund and never did. The money on the account went on there after I self excluded in the first place. After a "technical error" I was told.

The casino refuses to reply to communication or answer the phone.

Thanks so much

Dear Jade,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

It’s quite usual for withdrawals or refunds 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. If you’re refund has been confirmed I truly believe it’s only a matter of time before you’ll receive it.

Could you please forward any relevant communication to petronela.k@casino.guru?

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

Hello,

Oh great thank you. It’s the lack of answering to any form of communication that made me worry.

Many thanks

Additional comments from the player:

"Hello, 

I self excluded my account on Cashmo casino. Then received several texts saying my account had been topped up via my mobile phone contract. So obviously I contacted them. They in turn responded very quick and said I would receive a refund. This was nearly two weeks ago. 

I have had no response to any emails since and cannot access the live chat. The phone number I think has no one on the other end as I was on hold for over an hour with no answer. 

Can you help me? I found this address on a thread with the same problem from the same casino. 

Many thanks 

Jade "

Could you please forward any relevant communication between you and the casino? Thank you very much in advance.

Dear Jade,

Could you please confirm that you have provided all the requested information?

Hello, I have sent all information. As well as to a secure link to Cashmo.

Thank you very much, Jade, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Jade,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Cashmo Casino to join this thread and participate in the resolution of Jade’s complaint.

That’s fine, I feel I should have received a refund by now

Hi Jade,

We are sorry for the late reply to your compliant and we apologies for any inconvenience caused. Our call center has tried to call you to discuss this matter as they just need to confirm some details before issuing the full refund.

Please could you give our call center a call at your earliest convenience to discuss this further.

Many thanks

Cashmo

I have tried to call repeatedly and have had to answer, could you advise me on the number that will be calling as I don’t respond to unknown numbers.

Thanks

This refund was resolved weeks ago and I was originally told would receive it shortly and then you went back on what I was told. Now it takes a week for a reply each time.

Each time I try to call I’m on hold for up to an hour and I have a 1 year old baby. I can’t stay on the phone.

I have done that also and it doesn’t let me send the text as it must cost money.

We would like to ask Cashmo Casino to comment on Jade’s last reply. 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’.

Thankyou.

I would also like to add that as of Tuesday the 20th of August I have lost my mobile phone so I have no way of contacting them on the ways they are demanding. There is no way is shouldn’t be able to be resolved online. Taking a ridiculous amount of time to reply for a small amount of money for them and such a large amount for me.

Hi Jade,

Our systems show our support team have been in contact with you on the 26th and 27th of August. We hope these have provided some clarification what is needed within the situation.

If any more help is needed please message this thread and we will do our best to sort this for you.

Many thanks

Cashmo

Thank you, Cashmo Casino, for informing us.

Dear Jade,

Since you’ve been in contact with the casino’s support team, could you please let us know if there have been any new developments in regards to your complaint?

Dear Jade,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Hello,

No there has been no progress, they continue to ask for the same or different evidence that I do or don’t have.

I recently lost my phone and had all the screenshots of evidence etc on there. Which also complicates things. As they continue to ask for evidence my phone bill is paid. I have cancelled this contract as I couldn’t afford to continue to pay a contract for a phone I no longer had and didn’t have insurance. So now I am paying the remaining with a debt management company.

Thank you, Jade, for the update.

Dear Cashmo Casino,

Can you please comment on Jade’s statements and state the reason why the process of refunding her deposits has not yet been concluded?

We would like to ask Cashmo 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’.

Dear Jade,

Thank you for your e-mail regarding our request for additional information from you, in order to process your withdrawal request. We are sorry to hear that you are unhappy with our processes. We take all reports of dissatisfaction seriously and will always investigate, and respond to all of the matters you have raised, in order to provide you with a full explanation for requesting this information from you.

We would like to reassure you that our request is not a reluctance on our part to send you your winnings, we are happy to see our players, and you, win and be successful. We do understand sometimes that it can be difficult for our players to understand why we ask for proof of ID and other documentation before making payments out. As a mobile casino we have a responsibility to our players to ensure as far as possible that payments are made to the correct people, and in a reasonable timeframe.

Because of our licence we have a responsibility to our regulators, as well as to other parts of the business community to ensure that our players are genuine, and that they are using legitimate payment methods. This includes being alert to the possibility that some players may unfortunately attempt to defraud their mobile phone or other payment providers.

We take our regulatory responsibilities seriously and therefore we have in place a number of internal procedures and controls to help prevent any potential abuse of the gaming system.

In this instance we have requested information from you not to verify your identity, but due to the deposit frequency and amounts you have deposited into your Cahsmo Casino account using your mobile phone. When making deposits using your mobile, your network provider credits us with the amount you have requested, which you in turn pay back to your network provider at a later date.

The possibility of us asking for this information is covered within our terms and conditions which was acknowledged and accepted by you when you first registered your account. For reference I would refer you extracts from the terms and conditions for Cashmo which apply to your circumstances as follows:

Section 5: Deposits

23. You may make a deposit by debit card and Paysafe Card. In addition, we may offer you a facility to top-up your Account by applying a charge to your mobile phone bill or mobile phone pre-pay account. We reserve the right to withdraw or limit any payment facility at any time and without notice. You may not use this facility if doing so is in breach of the terms of your mobile network operator agreement. If we are advised by your mobile network operator of your non-payment or misuse of this facility, or if payment is withheld by your operator or we reasonably suspect your non-payment or misuse of this facility, we may ask you to provide evidence of payment to your network operator and, if you have not been able to provide this for a period of 12 months or more, we reserve the right to close your Account. You will lose any amounts deposited and will not be entitled to withdraw any amounts in your Account if your Account is closed in these circumstances.

Section 9: Withdrawals

88. We reserve the right to void bets and refuse or withhold a withdrawal where we have any reasonable grounds for closing your Account (see Section 10 below), including where there is evidence of "suspicious activity" (see Section 13 below). In particular, if we suspect fraud or fraudulent activity on your part, or any of your deposits are charged back to us as a result of (alleged) fraudulent use, or loss, of your credit or debit card, we reserve the right to refuse or withhold a withdrawal from your Account and, if necessary, to lawfully collect any payments owed by you. It is your responsibility to provide correct bank details for winning payments. We will make reasonable efforts to contact you to obtain correct bank details.

89. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.

For clarification regarding our request, in order process your withdrawal request we kindly ask that you provide us with the information as follows:

·      Proof of your date of birth for example your

o  Passport,

o  Driving license, or

o  EU national ID card (both front and back).

All photo identification must be valid and within the expiry date. Please ensure we can clearly see the entire Driving license card, and full photo page of your passport including the numbers along the bottom of the page. Alternatively, If you do not have photo ID, we can accept other documents that are not photo identification such as your;

o  Birth certificate,

o  NHS medical card,

o  GP registration letter.

Please ensure we can clearly see the entire document, including your name, address, date of birth, and details showing your GP surgery’s address such as a letter head or stamp.

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A Screenshot or PDF showing the phone bill has been paid up to date. This is to show that the deposits you have made with us recently had been settled with your mobile phone network provider. Regrettably we cannot predict what deposit methods our players may choose to use, which is why this information cannot be requested in advance.

What we require for this proof would be, a copy of your network statement in PDF format or an appropriate image of your phone bill. The PDF copy of your phone bill can be obtained from your online account with your network. In this image we must be able to clearly see the following;

-         Contract holder's full name

-         Mobile phone number

-         The date the bill was issued

-         The total amount owing to the network.

In addition to this we also require supporting evidence of the payment to your network provider, in the form of a bank statement or online screen shot. Please be aware an acceptable screen shot would be of an online bank account summary page. We must be able to clearly see;

-         The date of payment,

-         The amount paid,

-         Your network providers name

-         The debiting balance on your account showing payment has cleared.

For your own peace of mind, please remove any other transaction information you wish to.

Should your mobile number be a Pay As You Go SIM, we will require some form of confirmation to show this. For example;

-         A live chat screenshot with your network provider's website, confirming the number is pay as you go,

-         A screen shot of an online pay as you go account showing your name, number and pay so you go tariff,

-         An airtime top-up, as long as this shows your mobile number.

To allow you to supply us with these documents to us we have sent a link to your registered email and phone number which will allow you to securely upload these documents to us.

Once we have received the documents showing the information required, it will be applied to your account and your request will be passed to our payments team to verify. Once verified, you will receive a text within 1 working day to inform you of the processed payment. We look forward to receiving your identification and moving forward with processing your winning payment. Please note, weekends and bank holidays are not included as working days.

We do advise that once the payment has been processed this then becomes out of our control and down to the procedure for your relevant withdrawal method, which as a guideline can take between 1-5 working days.

Many thanks,

Cashmo Casino

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Thank you Cashmo Casino, for your input.

Dear Jade,

Could you please specify the reason why you cannot get hold of and/or provide the proof that your phone bill has been paid?

I recently lost the handset so I have cancelled my contract with 02 and am paying off the remaining balance in instalments.

Dear Jade,

Your mobile network operator should be able to provide you with the phone bill, even though your contract is no longer active.

Have you tried inquiring about it?

Yes, but it’s unpaid.

Dear Jade,

I apologize for the delayed response. Could you please advise how much time will it take until the entire debt owed to O2 is paid?

Hello,

id have to call them to get an exact number. But it’s around 800 as it’s the price of my phone and my last bill act.

Thank you, Jade, for your reply. Please be informed that we’re discussing the issue with the casino representative.

We don’t see why the fact that your phone bill has not yet been paid should be a reason to withhold your withdrawal.

I’ll keep you posted on any news regarding the issue.

Thanks so much, I agree.

Dear Jade,

Please be informed that we are currently waiting for the casino to provide additional information regarding the issue. As more time is needed to investigate the issue, I’m extending the timer by 7 days.

Dear Jade,

We have tried to reach out to you but have been unable to do so with your provided points of contact. Therefore we invite you to get in touch with our Call Centre at your earliest convenience, so we can help to move forward and work to resolve this matter.

We look forward to your reply, many thanks.

Cashmo Casino

Thank you, Jade, for your reply.

We would like to ask Cashmo Casino to comment on Jade’s most recent reply.

Dear Jade,

Thank you for your reply. As we are asking for banking information we kindly request that you reach out to our Call Centre, either via phone, email or Live Support. We understand that Casino Guru has the ability to make replies Private, so if it was more convenient and you were comfortable doing so we could potentially ask that you include your banking information on this message thread?

Let us know which method suits you best and we will accommodate, many thanks,

Cashmo Casino

Thank you, Cashmo Casino, for the reply.

Dear Jade,

I’d like to kindly ask you to follow the given instructions. Please note that if you choose to attach the requested information to your reply, it will be marked as ‘Private’, meaning that only the involved parties will have access to it.

Dear Jade,

I’m sorry to hear that. Please be informed that we are in contact with the casino representative. We are currently waiting for them to clarify what information is requested.

Dear Jade,

Thank you for your patience while we reviewed your account.

We are sorry to hear of your personal circumstances.

As you are aware we had asked you for additional information due to the deposit option you used on your Cashmo Casino account, and we do maintain that under our terms and conditions we can ask for additional information from our players.

Following a review of your account and taking into consideration of your personal circumstances, we have taken the decision in this instance, and as a one off gesture of good will on our part, to process payment of your cashable credit totalling £50.11 to the bank account details you have provided us.

We will be arranging for this payment to be processed today, and we would advise to allow 1-5 working days once processed to reach you.

We do hope that that you are satisfied with this outcome and wish you well for the future.

Kind Regards

Cashmo Casino

Thankyou thats lovely,

I appreciate that.

Thank you, Cashmo Casino, for your cooperation.

Dear Jade,

Could you please let us know if you’ve received the payment? Thank you in advance.

Dear Jade,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will assume that the issue has been successfully resolved.

Hello,

yes I did

Thank you, Jade, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved thanks to a gesture of goodwill on the casino’s part, we will now mark your complaint as 'Resolved – Generous casino' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru