CashiMashi Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hello,

I deposited €334 at Cashimashi on October 22, 2024 with the third welcome bonus and received a 150% bonus.

(https://cashimashi.com/de/promotions/150-3rd-deposit-bonus)

After meeting the turnover requirement, I was able to request a payout of €3820 on October 23, 2024.

My identity and address have already been verified.

The problem occurs when verifying my Mifinity account.

Cashimashi wants screenshots of my Mifinity with the email address: r*******@mailbox.org.

However, I deposited using my Mifinity account with the email address: m*******@mailbox.org.

I don't understand how the casino comes to the conclusion that my Mifinity account has the email address: r*******@mailbox.org.

r*******@mailbox.org is simply the email address I used to register with Cashimashi and is not the email address of my Mifinity account.

I have already tried to contact the casino and resolve the issue but the casino does not respond to my emails.

I can prove that all three deposits I made at Cashimashi were made using my Mifinity account and the associated email address: m*******@mailbox.org.

I have already sent the corresponding screenshots of my Mifinity account to the casino, but they do not accept them on the grounds that the Mifinity account is not linked to the email address: r*******@mailbox.org.

I hope you can help me with this problem.

kind regards,

Michael G*****

Hallo,

Ich habe bei Cashimashi am 22.10.2024 mit dem dritten Willkommensbonus 334€ eingezahlt und 150% Bonus erhalten.

(https://cashimashi.com/de/promotions/150-3rd-deposit-bonus)

Nach Erfüllung der Umsatzanforderung konnte ich am 23.10.2024 3820€ zur Auszahlung beantragen.

Meine Identität als auch meine Adresse sind bereits verifiziert.

Das Problem tritt bei der Verifizierung meines Mifinity Accounts auf.

Cashimashi möchte Screenshots von meinem Mifinity mit der Emailadresse: r*******@mailbox.org haben.

Eingezahlt habe ich aber mit meinem Mifinity Account mit der Emailadresse: m*******@mailbox.org.

Wie das Casino darauf kommt, dass mein Mifinity Account die Emailadresse: r*******@mailbox.org hat verstehe ich nicht.

r*******@mailbox.org ist lediglich die Emailadresse, mit der ich mich bei Cashimashi registriert habe und ist nicht die Emailadresse meines Mifinity Accounts.

Ich habe bereits versucht mit dem Casino in Kontakt zu treten und das Problem zu klären aber das Casino reagiert nicht auf meine Emails.

Ich kann nachweisen, das alle drei Einzahlungen die ich bei Cashimashi mit meinem Mifinity Account und der dazugehörigen Email: m*******@mailbox.org getätigt habe.

Die dazugehörigen Screenshots von meinem Mifinity Account habe ich dem Casino bereits gesendet aber sie akzeptieren diese nicht mit der Begründung das der Mifinity Account nicht mit der Email Adresse: r*******@mailbox.org verknüpft ist.

Ich hoffe sie können mir bei diesem Problem behilflich sein.

freundliche Grüße,

Michael G*****

Dear Popy71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Do I understand correctly that the only issue is that the email address you used to create your casino account does not match the email address associated with your Mifinity account?

Is your Mifinity account registered under your name?

Could you please share your communication with the casino regarding the verification of your Mifinity account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hello dear Casino Guru Team,

The money was then paid out and the case is therefore closed.

Thank you for your help.

Kind regards,

Michael G*****

Hallo liebes Casino Guru Team,

das Geld wurde dann doch ausgezahlt und der Fall ist somit erledigt.

Vielen Dank für Ihre Hilfe.

Freundliche Grüße,

Michael G*****

Dear Popy71,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika 

Casino.Guru