The player from Nebraska requested a withdrawal of $100 three weeks earlier, but it remained "in queue" despite being verified. He had contacted support multiple times but kept receiving the same response about escalating the issue. He later confirmed that this had been his first withdrawal, that no bonus winnings were involved, and that the payout was eventually received after nearly a month. We then marked the complaint as resolved because the winnings were paid, with the delay explained by the casino’s $100 maximum withdrawal limit until he moved up in tiers.
Cashoomo Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: $100
Cashoomo Casino
Safety Index 4.5 LowCase summary
Discussion
Public
Public
3 weeks ago
I have been verified and requested my redemption on the 9th of July. It’s now the 31st and it’s still sitting "in queue". I have spoken with support 4 times and get the same answer of "we’re escalating this to the payment department. We apologize… " blah blah blah. It’s only $100!!
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear Dednkg,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus, subject to promotional terms and conditions?
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
3 weeks ago
No. It’s the first time requesting a redemption and the only "bonus" was with a purchase. No freebies.
I am however, updating this complaint…
I finally received it just this morning after 6 days shy of a MONTH!! And $100 is the MAX you can withdraw until you pay enough to move up in tiers. I don’t understand how these people can take your money for a purchase the very second you make a payment, but they can wait however long they see fit to pay you. It’s BS and crappy way to run a "casino".
Public
Public
2 weeks ago
Dear Dednkg,
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,
Tomas
Casino.Guru
