Cashoomo Casino - Player's withdrawal request is delayed.

Week three now trying to withdraw winnings from these guys. I verified my account before I even deposited because I’ve been burnt so many times. I’m familiar with all the common reasons for them to not pay. I’ve not violated anything. When I tried to pull $3k it went thru at first then was canceled. All the sudden I had a big balance again. No explanation. So I contacted customer service. They said don’t worry but check my email they need some docs. Long story short, they’ve requested the most ridiculous verification docs over 3 weeks. They promised this last one was the last so I turned it in. They wanted a selfie of me holding my ID but WITH our correspondence visible in the background!! lol! That was tricky so I sent them a few versions in good light. It’s all clearly me. So that was three days ago that I turned in those docs. Crickets. Once per day I inquire with online support and they say the same thing, they’ve asked the verification team to speed it up and I’ll hear from them soon. Crickets. They’re hoping I give up, spin away my winnings, or do something to compromise them. It ain’t happening! I want my money!

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please share a screenshot of the verification status of your player's account if available?
• Have you accumulated your winnings with the help of a bonus?
• Is your payout request currently pending in your account? Could you please share a screenshot of it as evidence?
• Share screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

hello! And thanks so much for your time!

-no, never made withdrawal before.

-

hi! Thanks sooo much.

-no never made successful withdrawal with them.

-I originally deposited I believe $12 for 30sc. All requirements have long been met and they haven’t even mentioned that.

-so it is not pending because it won’t let me initiate a withdrawal anymore. But it does say I’m verified.

-additional comment- I just got word from their department via email asking to retake the last photos in better light. I’m doing

that now. To be fair, it was night time. But they’re just trying to stall.

screenshots attatched

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello lillianbarr102240,

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

Great, thanks so much. Good to have someone on my team.

update as of today I sent new photos of me holding current id with our correspondences visable in background but this time in better light and higher resolution. I sent three different perfect photos. They asked for these documents again twice since last post here saying they hadn’t heard from me in a while and they are waiting to get the new photos.

Oh I Also replied to one of those emails to let them know I was going to send them soon and that I had not been able to send them yet due to complications from a chronic illness that I suffer from and would send once I was stable again. Which was the truth.

Dear lillianbarr102240,

thank you for keeping us updated. In the meantime, we are still trying to reach the casino from our side.

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.

Very frustrating! They sent me a blank email.

Ok so I received an email right before the blank one actually I hadn’t seen saying I was verified and good to go! I went to withdraw $2950 of the $3100 odd on account and it did not go thru. Apparently they’re only letting me take out $100/day!! Hey it’s better than nothing. So I successfully initiated an ACH withdrawal for the amount of $100 ten minutes ago. Fingers crossed.

I’ll mark resolved once it hits my account.

Hello lillianbarr102240,

thank you for the update. I am happy to hear things are going in the right direction, although the withdrawal limit seems very low. As you've mentioned yourself, we would like to keep the complaint open until you receive all your funds. I would also like to ask you to give us an update on the state of the issue in about a week or so.

Oh my gosh! These guys are impossible. They cancelled my redemption and it has been days of waiting. I initiated another and emailed customer service to ask what the heck happened now.

Dear lillianbarr102240,

as more time has passed I would like to ask you to give us an update on the current proceedings. Have you received any further communication from the casino?

Dear lillianbarr102240,

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.

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,
Martin
Casino.Guru