Cashed Casino - Player’s withdrawal is delayed and account is inaccessible.

Hello,

I played at Cashes Casino and won $400 CAD. I submitted a withdrawal request on February 5th, but it has been pending ever since. I contacted the casino via email but did not receive a response since Feb 5th (screenshot attached). I also reached out via chat and was told that my withdrawal is in the final stages and will be reviewed soon. However, when I tried to log into my account tonight to check the status, I was unable to access it.

Given the numerous negative reviews regarding similar issues, I am starting to doubt whether I will ever receive my winnings.

Please note that a few days before winning the $400, I had requested self-exclusion. However, support replied and offered me a complimentary bonus instead of the closure, which I accepted, meaning I never proceeded with the self-exclusion. They also never gave me the bonus.

Can you assist me with this matter?

Many thanks,

Valeria

Dear vgnmsyph6m,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern.

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 the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

Are you still unable to access your casino account?

Have you contacted the casino about the inaccessible account or received any updates?

Please forward the account closure request you sent to the casino, along with their responses and the bonus offer. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

Hi Dominika,

Thank you for getting back to me. Sorry for the delayed response as I didn’t get an email notification that you replied.

Initially I had a "bad getaway" error message when trying to login but I few hours later it resolved and I was able to access my account again.

Withdraw is still pending and it’s been 10 days now. I reached out to support by chat yesterday and they said that they will write to financial department to try to accelerate the process. I have no faith that this will ever happen because even by email they just stopped responding since February 4th.

I will absolutely not touch the money and wait to have this resolved. I will reach out again when 14 days have passed.

Thank you again for your support and assistance.

Edit: I will email you me correspondence with support in a few minutes.

Valeria

This is to confirm that after two weeks my withdrawal request is still showing as pending (screenshot attached). I reached out to support again (via chat) 3 days ago and and other time last night and the response is always the same to be patient and that they once again left a note for financial department. And they still didn’t respond to my last email sent on February 4th. My correspondences via chat on February 16th and February 18th are attached. I think 2 weeks is a reasonable amount of time to process the withdrawal. I wasn’t even asked to submit my document for verification yet. 

Casino guru can you help? 

Valeria 

#2

UPDATE:

Cashed Casino processed processed my withdrawal 5 minutes ago. It took exactly 14 days.

I appreciate your involvement and assistance Casino Guru and Dominika.

Valeria

Dear vgnmsyph6m,

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