Cashalot Casino - La retirada del jugador parece retrasada.

Even after asking several times when my winnings will be paid out, I am always put off with the excuse that the finance department is working on the payout. Haven't received my money yet

Auch nach mehrmaliger Nachfrage, wann es zur Auszahlung meiner Gewinne kommt, werde ich immer mit der Ausrede hingehalten, dass die Finanzabteilung an der Auszahlung arbeitet. Habe mein Geld bisher nicht erhalten

Dear LarsW97,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

Unfortunately, I wasn't able to identify when you requested the withdrawal of your winnings from the casino as the screenshot is very low resolution.

Could you please advise since when is your request pending and when was the last time you received a reply from the casino about the issue?

Thank you in advance for your patience and understanding.

Best regards,

Tomas

So the request has been running since June 17th, 2023 and the last contact was three days ago. They said that an email would be sent to the finance department and that they would then get in touch with me. Nothing has happened since then.

I will now wait for the period of 14 days you mentioned and then report back here if something/nothing has happened by then.

Thanks in advance

Also die Anfrage läuft seit dem 17.06.2023 und die letzte Kontaktaufnahme war vor drei Tage. Man hat gesagt, dass man der Finanzabteilung eine Mail zukommen lässt und das diese sich dann bei mir melden wird. Seit dem ist nichts passiert.

Ich werde jetzt die von ihnen genannte Frist von 14 Tagen abwarten und mich dann hier erneut meldet wenn bis dahin etwas/nichts passiert ist.

Vielen Dank im Voraus

My documents were checked by the casino two weeks ago and according to the support it was successful and my account is verified

Meine Dokumente wurden durch das Casino bereits vor zwei Wochen überprüft und laut dem Support war dies auch erfolgreich und mein Konto ist verifiziert

Thank you very much, LarsW97, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, LarsW97!

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!

Hello LarsW97, Tomas and Pavel!

Thank you for awaiting my reply. I was able to check with the finance department about the status of your application and it has not been 14 days since you applied for withdrawal so you do not need to worry.

At the moment your request is being processed by the finance department and I am sure it will be resolved successfully. 

LarsW97 , I would love to hear from you about a successful withdrawal.

Have a nice day!

Best wishes,

Compliance Officer

Affiliate Manager

Marina R***

Many thanks to the Casinoguru team and Cashalot representative. I have now received my money in full after 12 days.

The complaint can be closed as resolved.

Vielen Dank an das Casinoguru Team und dem Vertreter/in von Cashalot. Ich habe jetzt nach 12 Tagen mein Geld vollständig erhalten.

Die Beschwerde kann als gelöst geschlossen werden.

Dear LarsW97,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team