Cashalot Casino - La gran solicitud de retiro del jugador se estaba retrasando.

I won 35000€ and have been trying to withdraw it for over a week. My withdrawal requests of 10,000€ were cancelled, stating that I need to verify myself. I did that and then requested another withdrawal of 10,000€. Then the feedback came that due to technical reasons, I can currently only withdraw 200€ per request until the end of the month. I don't think it's fair that I can deposit several thousand euros per day but can only withdraw 200€.

ich habe 35000€ gewonnen und versuche diese seit über einer Woche abzuheben. Meine Auszahlungsanträge in Höhe von 10.000€ wurden storniert mit der Aussage ich müsse mich verifizieren. Das habe ich getan und nochmals eine Auszahlung in Höhe von 10.000€ beantragt. Dann kam die Rückmeldung ich könne pro Antrag aktuell nur 200€ auszahlen lassen bis zum Ende des Monats aus technischen Gründen. Ich sehe das nicht ein, das ich mehrere tausend Euro pro Tag einzahlen aber nur 200€ auszahlen kann.

Dear 72fhx6psnf,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Could you please forward a screenshot of your withdrawal request to my email at tomas@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Tomas

Hello Tomas,

I have sent you the screenshots of the withdrawal requests by email.

Best regards

Hallo Tomas,

ich habe dir die Screenshots von den Auszahlungsanträgen per Mail zugesendet.

Viele Grüße

It is now about

€60,000.

Es handelt sich mittlerweile um

60.000€.

The amount in dispute is now €210,000….

Der Streitwert beträgt mittlerweile 210.000€….

Thanks for the updates, 72fhx6psnf. Congratulations on your wins.

Have been requesting 200€ daily from the casino as the casino support suggested?

Are there currently any outstanding 'pending' withdrawal requests on your account?

Were you able to withdraw any winnings since you filed a complaint here on Casino.Guru?

Please send me your correspondence with the casino to my email at tomas@casino.guru

Hello Tomas,

The amount in dispute is now €240,000.

Yes, so far I have applied for and received around 4 x €200 payments (only one payment request is possible and will be processed). But at this rate it will take 4 years if I get a daily payout (payouts usually take 2-3 days). The payout limit of a maximum of €200 remains in effect.

I will send you all the necessary information by email.

Hallo Tomas,

der Streitwert liegt mittlerweile bei 240.000€.

Ja ich habe bis dato etwa 4 x 200€ beantragt und ausgezahlt bekommen (Es ist nur ein Auszahlungsantrag möglich der bearbeitet wird). Aber bei dem Tempo dauert es 4 Jahre wenn ich täglich eine Auszahlung durchbekomme (Auszahlung dauert in der Regel 2-3 Tage). Die Auszahlungssperre von max 200€ besteht weiter.

Ich sende Ihnen alle nötigen Informationen per Mail zu.

The amount in dispute now amounts to €340,000

Der Streitwert beläuft sich mittlerweile auf 340.000 €

Thank you very much, 72fhx6psnf, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Cashalot Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello, 72fhx6psnf,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Cashalot Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Cashalot Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the transaction limits been decreased and are currently set up so low? What needs to be done on the player's side to speed the process up? Are there any options for how to speed it up? If yes, what options?

Can you please help the user and at least allow him to regularly withdraw amounts at least at the level of the monthly withdrawal limit? According to our data, it should be 20,000 €/month.

Is there a possibility to make manual withdrawals of higher amounts in this specific case, or to increase the limits for him? When should the limits be set up back to the original values? Currently, it looks like the casino decreased the limits only for him, individually, after attempts to withdraw his winnings.

If he is fully verified, why does 1 transaction (of only 200 €) take so long to be processed?

Please note that if this complaint ends up unresolved, it will have a significant impact on the casino's already rather low rating on casino.guru.

Thank you in advance for providing the information.

Hello Branislav and 72fhx6psnf !

Thank you for inviting me into the discussion.

72fhx6psnf I'm so sorry to hear that this situation happened to you. Unfortunately, this withdrawal limit is set by the payment provider.

Best wishes,

Affiliate Manager

Marina R***

Dear 72fhx6psnf,

I strongly recommend you not touch your winnings and stay patient as much as possible.

Dear Marina and the Cashalot Casino team,

Thank you for your reply. Unfortunately, no relevant information was provided at all.

To be honest, it seems a bit unbelievable and very strange that a player could first request withdrawals of €10,000 per request, but suddenly, after he passed KYC, his previous pending withdrawals were rejected, and the limits were significantly reduced.

However, I am afraid not all of my questions were answered.

Please, look at my previous post and the questions asked, and provide us with clear answers and relevant information. For now, it looks like the casino even does not comply with its own Terms and Conditions.

Looking forward to hearing from you.

Hello Branislav,

the topic has been resolved. Complaint can be closed.

Thank you &VG

Hallo Branislav,

das Thema hat sich erledigt. Bewchwerde kann geschlossen werden.

Danke &VG

Alright, 72fhx6psnf. I think I understand.

Thank you for letting me know and for using the Casino Guru complaint resolution centre. As you provided us with the information that the issue was resolved, I will now mark the complaint accordingly in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru