Cashville Casino - Player's withdrawal delayed and account closed.

Good day... I didn't want to make this post public temporarily. However, I would appreciate your help with the following: Cashvillecasino.com. I discovered it on the recommendation of one of the biggest slot creators on YouTube, and trusting them, I created an account and made a deposit. After successfully passing the KYC, I deposited around 700 euros and ended up with no active bonuses and around 30,000. When I requested a withdrawal of 300 euros to test, an additional verification was requested - a photo of me holding the card that I used for the deposit. The verification was successful, but the withdrawal never arrived. I wrote to the support but never received a response until I wrote and asked for the account to be closed, which was quickly and unexpectedly accepted. I made this request because I had read the terms and found out that it's impossible to close an account with pending withdrawals and positive balances. Yet, there is the option to request the reopening of the account, which, of course, there was no response to my request. I would be grateful if you could look into this matter, and, at the very least, help someone else avoid depositing and using this casino. Thank you very much.

Hello davidepola92,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cashville Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? How much did you deposit exactly and how much is your current casino balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening… account verified in December. Verified further at the casino's request on January 30th after requesting a withdrawal for the first time with a positive outcome via email. The deposits were 90 euros on January 15th, one of 50 and 3 of 200 on the 29th. No ongoing bonus and current balance of 33,000. I never received a response to my requests for an explanation for the failure to progress the withdrawals. At this point I read the terms and find that if a customer requests the account to be closed and the balance is active and there are no withdrawal requests the balance is returned. I had pending withdrawal requests. Obviously (since the closure involves the repayment of the balance) to my email requesting account closure with the reason for problems with withdrawals they quickly responded with the request accepted and the account closed. From there more heartfelt. Thank you

I forgot that the live chat is available but not working... Having said that, however it goes (I hope well) I'm interested in helping others to inform themselves well before doing anything, not to trust anyone and it's a bad thing to help them not to make the same mistakes as me and stay away from scams and money losses. Thank you

Obviously it is not my intention to defame/slander the casino but rather on the contrary, thanks to your professionalism, to ensure that the casino is serious and can be recommended to others. This is what this community is for. Thanks, see you soon

Thank you davidepola92 for all the information provided. As long as you have real money balance on your casino account, it should be paid out even though it is closed (if there wasn't any breach of casino terms). I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you.

Hello there,

Thank you davidepola92 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cashville Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

I got in contact with the casino but they chose not to share any details about your issue. I’m afraid there is not much that can be achieved without cooperation from the casino. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear davidepola92, a casino representative has contacted me that your account has been reopened, has your issue been fully resolved? Thank you in advance!

Good morning... I am in contact with the casino... they are making themselves very helpful... the account has reopened and as soon as I have completed the transactions and withdrawals, I would have been happy to communicate the seriousness and beauty of this casino here to let the community know. However, since you reopened the complaint, I'm happy to say that the account is reopened and we are getting closer to fully resolving the issue. I confirm again that the casino is making itself fully available. In the meantime, thank you all.

Dear davidepola92, Thank you very much for the update. We will keep this complaint open until you confirm your issue has been resolved. Please keep me informed about any further developments.

I am always in contact with the casino... as soon as everything is resolved I will be happy to tell you about it... thanks

Good morning… I can say that my problem has been solved. The casino was very helpful and courteous. After the various checks that had to be done, everything was resolved. I thank you all for your help. Thank you

Dear davidepola92,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter