100,000$ Win (Cashoomo) HELP

Hello all,

Previously on the morning of 4-13-2026 i won the grand x1000 jackpot on Playsons Sugar Teddy x1000. The site in which this big win was won is named cashoomo. Lets state this first, I have been playing here for about a year. I have 10 successful redemptions to multiple bank accounts. Each bank account must be verified by their team. I have complied with these verification checks several times, Ive NEVER had an issue. Right after the win i emailed support, in which they congratulated me on my big win, confirmed that the win was legitimate and i was entitled to the winnings in my account! I was pretty stoked, finally a slice of good luck had found me only not so fast. On Friday 4-10-2026 previous redemption was paid to one of my bank accounts. The total was 200 USD. After this i submitted another redemption on Friday 4-10, the same day as i had more funds in my account. Mind you this was before the big win. So, days after my big win on 4-15 they started asking for verification of my Paypal account. An account i have deposited/redeemed with in the past. I had no problem providing them information. Beforehand i let them know i had no issues providing multiple documents showing i owned this account as I have already provided documentation twice for this EXACT ACCOUNT. At this point i knew what was coming, a backdoor of my account so they didnt have to pay. I sent them my account statement, i sent them a direct deposit form with their company name on it showing my name, routing/account number, i sent previous transactions ive had with them including deposits/redemptions with transaction numbers to match etc. You get the point. LOW AND BEHOLD, I GET AN EMAIL INFORMING ME THAT THE DOCUMENTS I PROVIDED WOULD NOT SUFFICE THIS TIME AND MY ACCOUNT WILL BE SHUT DOWN IMMEDIATELY. Mind you I have verified this account previously with ONLY an account statement, the last time being this past march of 2026. i casually went back and forth with them but they would not budge. So that Friday morning my account was indeed closed, i no longer have access.

Heres the thing, i have screenshots/emails of my win on the game, the transaction ID in which the win occured, detailed breakdown of my winning from my casino transactions profile, confirmation from the VIP manager that my win was legitimate, VIP manager stating i am entitled to the funds in my account, VIP manager stating yes this account has TWICE been verified already but they wanted to verify it once more (even thought i havent redeemed to this account since 2025), VIP manager stating i went above and beyond witht he documentation I sent in for account verification and ANY relevant info that would be needed by a lawyer.

WHERE DO I GO FROM HERE? IS THERE ANYTHING I CAN DO? THIS WAS WON FAIR AND SQUARE ON A 15 DOLLAR SPIN BONUS ROUND. THEY REFUSE TO ANSWER ANYMORE QUESTIONS AND STATED THAT MY ACCOUNT WAS CLOSED FOR "NOT PROVIDING PROPER VERIFICATION OF A BANK ACCOUNT" EVEN THOUGH I SENT MORE INFO THAN I HAVE WHEN I VERIFIED IT TWICE BEFORE. REALLY NEED SOME GUIDANCE HERE IF POSSIBLE. THESE GUYS HAD NO PROBLEM TAKING AND REDEEMING PREVIOUSLY. ITS OBVIOUS THAT MY ACCOUNT WAS CLOSED FOR WINNING 100,000 ON A GAME FROM A MAJOR GAME PROVIDER LIKE PLAYSON

Hello, if I got it correctly, this is not a standard online casino but a sweepstakes model; is that so? I'm asking because we don't fully review those sites, but this one is in the system and is not particularly safe.

Well, you can try to lodge a complaint request, so my colleagues from the Resolution Center will provide more details. I wish I could tell more, but those are not usual situations, I would say.

https://casino.guru/complaints/create

Yes this is in fact a sweepstakes model. I really appreciate the link. I am new to the forum but was recommended to post here by a few others in a discord. Thank you for your reply, any other bits of info or recommendations for my situation would be greatly appreciated. Thank you

Thank you for such a quick reply. You know I really understand that instead of enjoying nice winnings, you are forced to search for some clues on how to get support. So, my best regards to people who sent you to this forum and welcome.

I believe the complaint is not something you should be afraid of, but it's fair to say that sometimes it needs a bit more time, so kindly be prepared for eventual waiting. Hopefully, my colleagues will be able to find a fair solution in the end.

The forum is here 24/7, so every time something feels odd, you could use some support; please do not hesitate to reach out. We try to be there for you. 🙂

Wow this gave a small sense of hope for the first time. I’ve truly been depressed since the closing of my account. If I were cheating or breaking the rules, of course I’d expect this. However to block accounts of fully verified players whom have 0 bans across 100s of different sweeps casinos, follow the rules and deposit our hard earned money makes the whole industry look bad. Hopefully I can get some more feedback here. Once again thanks youve been amazing

No problem 🙂.

I'm not saying we do miracles here at Casino Guru, but the complaint mediators are eager and dedicated people who are not easy to get rid of if they smell something unfair. Complaints are mainly about understanding the problem, and providing both the casino and the player with, let's say, a neutral space to clear out the matter and find a fair ending for ideally both sides. However, as you can imagine, we always need a casino or the operator included and willing to cooperate and that's not always so easy. 

So, let's stay positive and see what happens next. 

Thanks for a quick breakdown is there anyway to get in contact with them besides the form from the url you posted previously as I cannot find cashoomo on the list of casinos. As said I know you all don’t really deal with social casinos but I’d still like to attempt something. I can provide everything stated in my main posting etc. unfortunately when I was asked for verification of an account I wasn’t redeeming to, haven’t redeemed too since 2015 and have previously verified twice before last time being early March I knew what was coming.

Oh, I should have mentioned that earlier... if the casino is not on the list, no need to worry. Just please use the option under the actual list, which says something like, "The casino is not on the list."

This choice allows you to complain about any site; just providing its full URL is necessary so we can actually detect the casino.

Kindly let me know whether that did the trick for you.