Cashalot Casino - La retirada del jugador se ha retrasado.

Hello,

I made a deposit at Cashalot Casino and now I want to withdraw more than €2,000, unfortunately the casino does not pay out.

My account is fully verified.

So far I have not received any funds from the site.

All deposits were made with MiFinity.

I also requested the payment via MiFinity.

I have a total of 2 open withdrawal requests:

1x €2,000 and 1x €73.

Both have not been processed since 14.04.

I haven't played with bonus and I've been waiting for my payout for 7 days now.

The chat always just writes that the finance department is working on it and I will receive my money soon, which is obviously not the case. It is also not possible to state when the payments should be made.

In the terms and conditions, the casino states that the payment should be made within 2 working days.

I hope you can solve my problem.

Thanks

Hallo,

ich habe beim Cashalot Casino eingezahlt und möchte nun über 2.000€ Auszahlen, leider zahlt das Casino nicht aus.

Mein Konto ist vollständig Verifiziert.

Bisher habe ich von der Seite noch keine Gelder erhalten.

Alle Einzahlungen fanden mit MiFinity statt.

Auch die Auszahlung habe Ich über MiFinity beantragt.

Ich habe insgesamt 2 Offene Auszahlungsanfragen:

1x 2.000€ und 1x 73€.

Beide werden seit 14.04 nicht bearbeitet.

Ich habe nicht mit Bonus gespielt und warte nun seit 7 Tagen auf meine Auszahlung.

Der Chat schreibt immer nur das die Finanzabteilung daran Arbeitet und ich meine Geld bald erhalten werde, was offensichtlich nicht der fall ist. Auch kann kein Zeitpunkt genannt werden wann die Auszahlungen erfolgen sollen.

In den AGB gibt das Casino an, das die Auszahlung innerhalb 2 Werktagen erfolgen soll.

Ich hoffe Sie können mein Problem lösen.

Danke

Dear Timo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Hello,

so far nothing has happened.

The live chat cannot give me any information on multiple requests when my money will be paid out.

In the meantime, there is only one request for €2,000. I gambled away the excess €73. So it's just a big withdrawal request. This has been under transactions since April 14th and is not being processed.

Hallo,

bisher ist weiterhin nichts passiert.

Der Livechat kann mir auf mehrfache nachfrage keine Auskunft geben wann mein Geld Ausgezahlt wird.

Mittlerweile handelt es sich nur noch um eine Anfrage über 2.000€. Die überschüssigen 73€ habe ich verspielt. So handelt es sich nur noch um eine große Auszahlungsanfrage. Diese steht jetzt seit 14.04 unter Transaktionen und wird nicht bearbeitet.

Hello, still everything unchanged and no payout

Hallo, weiterhin alles unverändert und keine Auszahlung

Thank you for keeping us updated, Timo. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Hello Kristina, I have sent you an email.

Hallo Krisitina, ich habe Ihnen eine Email gesendet.

Thank you very much Timo99 for your cooperation so far. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.

Hello Timo99,

I looked at your complaint and will do my best to help you. I would like to invite Cashalot Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Cashalot 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’.

I contacted the casino chat again. Unfortunately, I still get the same answer that the payment team is currently reviewing my request and the casino cannot give me an exact time when the money will be paid out.

I have never experienced anything like this at any casino.

What else can I try to get my money?

Ich habe den Chat des Casinos erneut Kontaktiert. Leider bekomme ich nach wie vor immer dieselbe Antwort, das dass Zahlungsteam meine Anfrage aktuell überprüft und das Casino mir keinen genauen Zeitpunkt nennen kann, wann das Geld Ausgezahlt wird.

Ich habe sowas noch bei keinem Casino erlebt.

Was kann ich noch versuchen, um mein Geld zu erhalten?

Dear Timo99,

you can contact Curacao gaming license here: http://www.gaming-curacao.com/

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

The casino has provided evidence confirming that Timo99 lost all his winnings. Therefore, we were forced to mark this complaint as rejected.