Cashalot Casino - La cuenta del jugador se cerró después de la solicitud de retiro.

I've been playing there for years but they've never paid me out. I made a deposit and finally won, and wanted to withdraw. After 5 days, I suddenly received an email saying my account was being closed due to a violation of section 7.6 of the general terms and conditions. I didn't play with a bonus, in fact I haven't in the last few months, and I didn't break any rules. They are no longer responding to my inquiries.

Ich spiele bereits seit Jahren dort haben mir aber nie was ausgezahlt, habe dann eingezahlt und nun Mal gewonnen und wollte auszahlen. Nach 5 Tagen bekam ich plötzlich die Email mein Account wird geschlossen aufgrund verstoßen gegen 7.6 der allgemeinen Bedingungen. Ich habe nicht mit einem Bonus gespielt auch in den letzten Monaten nie und habe keine Regeln gebrochen. Auf Nachfrage reagieren sie nicht mehr

Dear marcuslandwehr92,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise when was the last time you activated a bonus in your casino profile? Ideally, send me a screenshot of your bonus history.

Could you kindly confirm if you passed the full KYC verification?

When was the last time you communicated with customer support?

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. Since the casino closed my account just like that, I can't check it. I haven't claimed any bonuses there this year. Customer support hasn't responded to me by email for days.

Hallo. Da das Casino meinen Account einfach so geschlossen hat kann ich leider nicht nachsehen. Ich habe dieses Jahr gar keinen Bonus dort in Anspruch genommen. Der kundensupport per Email antwortet mir seit Tagen nicht.

When was the last time you deposited money into this casino?

Could you please specify which games you played to accumulate your winnings? Were they slots, live casino games, or did you participate in sports betting?

If you have any communication with customer support or any other evidence that could be relevant to our investigation, please forward it to me. My email address is veronika.l@casino.guru. Thank you.

I must have made my last deposit on around May 8th. I only played slots and live casino blackjack. I didn't use any bonuses.

Zuletzt eingezahlt müsste ich ungefähr am 8.5 haben. Ich habe ausschließlich Spielautomaten und live Casino blackjack gespielt. Ich habe keinerlei Boni benutzt.

Thank you very much, marcuslandwehr92, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, marcuslandwehr92!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank 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.

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 its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (compliance@gaming-curacao.com or info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team

We have decided to reopen this complaint by the request from the casino.

Dear Cashalot Casino, what exactly does ""Bonus hunt" without using the deposit bonus" mean and what advantage does player receive by betting minimum bets? Also, please, send the player's game history to my e-mail: pavel.k@casino.guru.

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.

Since the casino has not given us any appropriate response, the complaint will be closed as unresolved until the casino will attach required explanation together with an evidence to the reopen request.