Cashoomo Casino - Player's account has been closed unexpectedly.

Two days ago I won $150 so I tried to redeem my winnings when I tried to redeem it, it said contact support. Well I contacted support and they said well. Just try again. Delete the app and the app again then try it so I did well. The second time it acted like it was gonna go through then I get a email saying that it was rejected. I contact support. They told me to try it again that it should go through this time. Well, it didn’t go through when I get a message from Mike, the supervisor saying that the my account verification didn’t go through that they had to close my account. They never asked me for no documentations to verify I have multiple multiple social casinos in real life casinos on my phone and none of them has given me any problems. I have all the documentation that I need to prove that they never sent me once asking for the verification documentation and I also have emails me tell Mike to send me my transaction records and all that and he won’t do it.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashoomo.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that the casino never requested you to provide verification documents in order to complete the verification of your identity and account? Would you be able to share this communication with me? Send it to my email at tomas@casino.guru or post it here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Jmatt304,

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.

I've been a member of cashoomo since July 2025 they blocked my account on may 8th 2026 I won the winnings on a slot game not sure witch one now I'm trying to send the screen shots of all the conversations I had with the support team of cashoomo but it's not netting me here

I'll send it to your email

Dear Jmatt304,

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, Martin (martin.l@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,

Tomas

Hello Jmatt304,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Ok thank yall very much I don’t think that is right there’s so many casinos out there that does that I think the need punished and learned a lesson I was also don’t that way with another casino betcoin social casino me for $300

Dear Jmatt304,

thank you for your continued cooperation. In case you believe you had your money withheld in a different casino as well, please try to file another complaint on our site. Our team will evaluate it and we might be able to help you.

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.

Dear Jmatt304,

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 their side. I will mark the complaint as "unresolved" in our system, which will negatively impact their safety index on our website. I understand this isn't a satisfactory solution to your issue, but the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at martin.l@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Martin