Cashalot Casino - La retirada del jugador se ha retrasado.

Good morning.

On May 2, he proceeded to make a withdrawal of €4,848.60. The amount that had been deposited was around €4,400.

I made the first withdrawal a few days before and they denied me because they needed a photo with the ID in hand and with the computer screen with my casino account open. I sent it to them and via chat they confirmed that my account was verified. Since then I have contacted them on multiple occasions. In their terms and conditions, all in English, they speak of 24-48 hours. Now they simply tell me to be patient and wait, but I have the feeling that they are giving me a long time so as not to pay.

I don't know how I can claim the money or what I have to do. I have only played slots. No roulette, no bets.

Any information you need, tell me

Buenos dias.

El dia 2 de mayo procedi a realizar una retirada de 4848.60 €. La cantidad que llevaba ingresada rondaba los 4400 €.

La primera retirada la hice unos dias antes y me la denegaron porque necesitaban una foto con el DNI en la mano y con la pantalla del ordenador con mi cuenta del casino abierta. Se lo envie y via chat me confirmaron que mi cuenta estaba verificada. Desde ese momento me he puesto en contacto con ellos en múltiples ocasiones. En sus terminos y condiciones, todo en ingles, hablan de 24-48 horas. Ahora simplemente me contestan que sea paciente y espere, pero tengo la sensación de que me estan dando largas para no pagar.

No se como puedo reclamar el dinero ni que tengo que hacer. Solo he jugado a slots. Ni ruleta, ni apuestas.

Cualquier dato que necesiteis, me comentais

Dear JESUSRR,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Those winnings have been obtained without any bonus. I didn't want to play them. I have only played for real money. There is no significant response. I have claimed the money several times, but they simply tell me to be patient and wait.

Esas ganancias se han obtenido sin ningun bono. No quise jugarles. Solo he jugado con dinero real. No hay significativa ninguna respuesta. Les he reclamado varias veces el dinero, pero simplemente me comunican que tenga paciencia y espere.

By the way, I forgot to say that I hadn't made any withdrawals yet. It's the first thing I do

Por cierto, se me olvidó decir que no habia realizado ningun retiro todavia. Es el primero que realizo

Thank you very much for your reply, JESUSRR. Which payment method to withdraw your winnings have you opted for? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

I have chosen card. I just looked at the status of the request and it's still pending. Nothing has changed since May 2.

He elegido tarjeta. Acabo de mirar el estado de la solicitud y sigue marcando pendiente. No ha cambiado nada desde el dia 2 de mayo.

Thank you very much JESUSRR for your reply. 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 JESUSRR,

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 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’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

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 JESUSRR lost all their winnings. Therefore, we were forced to mark this complaint as rejected.