The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The player had highlighted that the casino's payout terms specified a processing time of three working days, which the casino had exceeded without explanation. The Complaints Team had advised patience and requested updates after the 14-day period but received no response from the player. Consequently, the complaint was closed due to lack of communication, with the option to reopen if the player chose to resume contact.
Cashed Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Cashed Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Casino name: Cashed Casino
Type of problem: Delayed payment
Amount: €1,500 (3 payments of €500 each)
Description of the problem:
I requested my first payout on January 27th at approximately 2 PM.
Since only €500 can be paid out per day, I requested a total of three payouts of €500 each on January 27th, 28th and 29th.
According to the casino's terms and conditions, withdrawals should be processed within 3-5 business days. This deadline has now passed.
I have contacted live chat and email support multiple times. Unfortunately, I receive identical standard replies each time, such as:
"Your payout is safe."
"The finance department is processing the application."
"The payout is in its final stages."
At the same time, I receive conflicting information:
Some support staff say the payout is in its final stages.
Others say they have no insight into the status
I was never given a specific reason for the delay.
The casino has confirmed to me several times:
No verification is required.
No documents are missing.
There is no bonus or account violation.
Despite this, not a single payment has been completed to date, and the status remains "in process / pending".
I have successfully withdrawn winnings from this casino in the past – usually within a few days, sometimes even over the weekend. I have never experienced such a long delay before, which is why the situation is making me very uneasy.
I request support in this matter.
to clarify the actual status of my payout
and to ensure that the payout is completed in accordance with the stated conditions.
Automatic translation:
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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
Dear ali1991,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months ago
TranslationAdditionally, I would like to draw your attention to point 6.15 of the General Terms and Conditions.
It states that payouts should be processed within 3 working days.
My payment from January 27th significantly exceeds this deadline, without any concrete explanation or status update.
I therefore request that this be taken into account when reviewing my case to ensure that the casino complies with its own terms and conditions.
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3 months ago
Dear ali1991,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
Dear ali1991,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
