Cashy Casino - Player's withdrawal is delayed due to verification issues.

I opened an account with Cashy on August 11 and deposited 4,000 USDT. After winning on slots, my account balance increased to 27,177 USDT. Upon submitting a withdrawal request, the transaction was rejected, and I was asked to complete account verification.

I provided my ID documents, followed by the requested proof of income. Subsequently, Cashy asked me to email them from a Gmail address. I did not use a Gmail account during registration, nor am I able to create one.

My withdrawal requests are continuously rejected because my verification status remains pending. It has now been almost a month, and my documents have not been processed. Customer support states that this delay is due to a verification queue.

Please help me to receive my winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify why the customer support asked you to email them from a Gmail address? Could you please forward me the communication with this request to veronika.f@casino.guru?
• Which of your documents are still pending verification in your account?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot of it or a link to the promotional offer.

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

Best regards

Veronika

Hello,

1) I have no idea. They just asked it without any explanation.

2) ID from both sides, proof of address, payslip and my bank statement.

3) without bonus.

Thank you for your email. However, there was only one message from the casino attached. In this message, the casino informed you that you had received a separate email listing the documents required to verify your account.

To proceed with our investigation, we need to review this additional email, as well as the documents you submitted to the casino for verification.

Please forward the email containing the casino's verification requirements, along with copies of the documents you submitted in response, to me at veronika.f@casino.guru.

Thank you for your cooperation.

The problem is there no additional email from them. They always said that when they cancelled my withdrawal but never send me any additional email.

Dear estradododo

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, Barbora (barbora.p@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,

Veronika

Hello estradododo,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Casino replied to me yesterday:

"Hi there,

Thank you for reaching out!

We kindly ask for your patience regarding this, as it’s being checked by the verification team as we speak.

Rest assured that we will inform you about the requirements as soon as possible.

Thank you for your understanding and patience.

Best regards,

Cashy Crew"

Unbelievable long verification.

Hello estradododo,

Just a quick update: I’m now in contact with the casino regarding your case. I’ll let you know here once I receive further information from them.

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.

Hello,

We’ve been working on the technical setup to enable the casino representative to reply directly to public complaint threads. This should now be sorted, and the casino should be able to respond to your complaint soon.

Hello,

We've received some information from the casino regarding your case and are currently looking into the situation further.

We'll let you know once we have more information or if we need anything else from you. Thank you for your patience in the meantime.

Hello estradododo,

Could you please forward the employment contract and payslips you sent to the casino to me at barbora.p@casino.guru? Please send the same files you uploaded for verification so I can take a closer look.

Dear estradododo,

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.

You didn't receive? I sent 7 days ago.

Dear estradododo,

I received your documents, thank you. I’m sorry for the confusion, I forgot to update the public thread to confirm this.

I’m still in contact with the casino and discussing your case. As soon as I have any news, I’ll let you know here.

Dear estradododo,

The casino mentioned that you were unable to create a Gmail account for the video verification call. Could you please tell me what’s preventing you from creating one? Are you receiving an error message, or is there another issue?