The player from Germany had been waiting for two weeks for a withdrawal from Cashbox Casino, which was reportedly delayed due to an internal review. He noted that other customers had been waiting for payouts since February 2026 and was frustrated by the lack of payment for his winnings. The player confirmed he had played slot games without a bonus and had submitted his ID for verification. Despite attempts to resolve the issue, the casino blocked his live chat access and failed to respond to communications. The complaint was marked as unresolved due to the casino's lack of cooperation and absence of a valid license or dispute resolution service.
CashBox Casino - Player’s withdrawal is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 147
Amount: €550
CashBox Casino
Safety Index 0.0 Very lowCase summary
Discussion
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3 months ago
Translation
Cashbox Casino simply isn't paying out my winnings. They claim it's due to an internal review. I've read in forums that customers have been waiting for their payouts since February 2026. I play at many online casinos, but this has never happened to me before. I would like to receive my winnings.
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
- Did you accumulate your winnings with or without a bonus?
- What types of games did you play? Were they slots, live casino games, or sports betting?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
TranslationHello ,
I didn't have a bonus. I played on a slot machine. Coins Clown hold @ win. Yes, I sent my ID. This would be the payout I requested.
Best regards
Andy S.
Edited by a Casino Guru admin
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3 months ago
TranslationHello ,
I didn't have a bonus. I played on a slot machine. Coins Clown hold @ win. Yes, I sent my ID. This would be the payout I requested.
Best regards
Andy S.
Edited by a Casino Guru admin
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3 months ago
Dear Arthas
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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3 months ago
Hello Arthas,
I’m sorry to hear about the difficulties you’ve been experiencing.
My name is Barbora, and I’ll be handling your complaint from this point onward.
As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.
Best regards,
Barbora
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3 months ago
TranslationHello, I contacted the casino again yesterday via live chat. At the end of the chat, she wrote something to me, but I couldn't read it because the casino has now blocked me in the chat! I can no longer contact the casino. The casino has blocked me, but I still have access to my account. I also have screenshots of this.
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3 months ago
We would like to ask the 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’ which may negatively affect its rating.
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2 months ago
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
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 could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Barbora
