Cashalot Casino - A retirada do jogador está atrasada.

They won’t let me withdraw my €1000 all at once and are saying that I can only withdraw €400 per day. This seems to be their way of delaying payments to customers.

I made a withdrawal request via Skrill, which can only be done through live chat because their website only offers three methods: Crypto, JetonWallet, and MiFinity.

I made the request on 06/07, and today is 06/13, and I still haven’t received a response. In live chat, they keep giving me the same answer, saying they can't provide an exact time but that it's being processed. This has been going on for 5 days. When they finally respond, they'll just ask for more documentation, further delaying the payment. I need your help.

Não me deixam levantar logo os meus 1000€ e dizem que só posso levantar 400€ por dia. Parece uma prática deles de demorar a pagar as pessoas.

Fiz um pedido de levantamento por skrill o que apenas pode ser feito pelo chat ao vivo porque no site deles só tem disponivel 3 metodos que sao Crypto, JetonWallet, e MiFinity.

Fiz isso desde o dia 07/06, hoje dia 13/06 continuo sem resposta. E no chat ao vivo dão me sempre a mesma resposta, que não me sabem dizer a hora certa mas que esta a ser processado, e isto ja ha 5 dias. E quando me responderem so vao pedir mais comprovativos, e atrasando sempre o pagamento. Preciso da vossa ajuda.

Dear hug8silva2k23,

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.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

https://cashalot.bet/pages/accounts according the casino's policies:

2.8. A customer can withdraw up to €5,000 (or equivalent in other currencies) from his/her account for a period of 7 consecutive days. In any case, however, the player’s identity will be verified once the player has deposited a cumulative amount of € 2,000, on a 180-day rolling period, or whenever the licensee deems it necessary.

Could you please explain how did the casino justify the 400€ daily withdrawal limit in your situation?

I'll await your reply.

They didn't justify it, they just ignored me completely.

And their answers are always the same and say they can't do anything. Today I insisted again to have an update on the withdrawal and they told me that it had been canceled and that I had to do it using another method, they didn't explain why. They only have 3 withdrawal methods available, there could be a bank transfer option but no, they choose to use the Mifinity Wallet, in my case I don't use it and if I check, there are only negative reviews in relation to withdrawals with casinos. Now to deposit there are several methods, including bank transfer, strange, to deposit it can only be via Iban but to withdraw we already have to have the MiFinity Wallet. The chat agent was very rude to me, leaving me without answers and even just because I gave her chat service 0 stars, she blocked my account and I took screenshots to prove it, this isn't exactly the case, there have to be limits for everything. After 2 hours the account was unlocked but I had no access to the chat and now if I want to talk to them, I only have to email them, which is impossible because they never respond. Update I played a little more and the balance was €900.

Não justificaram, apenas ignoraram me completamente.

E as respostas deles são sempre iguais e dizem que não podem fazer nada. Hoje voltei a insistir para ter alguma atualização sobre o levantamento e disseram me foi que tinha sido cancelado e que tinha que ter por outro método, não explicaram o porquê. Só têm 3 metodos de levantamento disponíveis, poderia ter a opção de transferência bancária mas não, eles optam por usar a Mifinity Wallet, eu no meu caso não uso e se for a verificar é só criticas negativas em relação a saques com casinos. Agora para depositar já têm vários metodos, inclusive por transferência bancaria, estranho, para depositar pode ser apenas pelo iban mas para levantar ja temos que ter a MiFinity Wallet. A agente do chat foi muito rude comigo deixou me sem respostas e inclusive só por eu ter dado 0 estrelas no serviço de chat dela ela bloquiou me a conta e tirei prints para comprovar, isto não é bem assim tem que haver limites para tudo. Passado 2h a conta ficou desbloqueada mas fiquei sem acesso ao chat e agora se quiser falar com eles só por email o que é impossível porque eles nunca respondem. Atualização joguei mais um pouco o saldo ficou em 900€.

Hello colleagues!

The request to withdraw this user was not processed due to the fact that during verification on the site the user uploaded a document confirming the address of residence in an incorrect format.

The photo of the document was of poor quality and it only showed just small part of the document.

We recommend the user to pay attention to the incoming email from us on his imail and, following the recommendations in this letter, to complete the verification of the account.

Once the user's game profile is verified, his next withdrawal request can be processed by us.

Sincerely, Cashalot team.

Your response here is very nice, but when it comes to customer service and email, not so much. Furthermore, it always takes 2 days or more to provide each response. And what's more, I didn't receive any email from you saying that the format of the file I sent was incorrect, you didn't specify any type of format or explain anything. And now you should also answer why my account was limited to €400 per day and only had 3 methods of which are known to have difficulties with withdrawals. I'm waiting for the email saying that the format was incorrect and that I didn't show the entire document. By the way, you should also explain here why when withdrawing from Mifinity, why do you ask for prints of personal details and other details. They know to tell you here that it was cancelled, but I didn't receive anything via email, bunch of liars. I leave below the only email I received from them, after I made a withdrawal 2 days later I received this response, in other words, they canceled the withdrawal and asked for proof which delays the payment further. And as you can see in the email, he didn't ask for anything more and I sent him what he asked for.

A vossa resposta por aqui é muito bonita mas no atendimento ao cliente e por email nem tanto. Além de que demoram sempre 2 dias ou mais para dar cada resposta. E alem do mais nao recebi nenhum email por vossa parte a dizer que o formato do ficheiro que enviei era incorreto, voces nao especificaram nenhum tipo de formato nem explicaram nadinha de nadinha. E ja agora também devias responder ao porque da minha conta ter sido limitada a 400€ por dia e apenas ter 3 metodos dos quais sao conhecidos por haver dificuldades em saques. Tou a espera do email em que diz que o formato era incorreto e que eu nao mostrei o documento todo. Já agora deviam explicar aqui também porque é que no saque em Mifinity porque é que vocês pedem prints dos detalhes pessoais e de outros detalhes. Sabem avisar aqui que foi cancelado no entanto por email não recebi nada bando de mentirosos. Deixo abaixo o unico email que recebi deles, depois te der feito um levantamento passado 2 dias recebo esta resposta, ou seja eles cancelam o levantamento e pedem comprovativo oqe atrasa mais o pagamento. E como podem ver no email ele nao pediu nada de mais e eu mandei o que ele pediu.

Hello colleagues!

Our website team has the authority to set restrictions on a player's account at their discretion.

 This is in accordance with clause 6.2 of our Terms and Conditions, which states:

"Cashalot.bet reserves the right to change the maximum allowed amount for each payment system per one transaction at any time and without prior notification".

In the case of this user this very situation happened and the withdrawal limit of 400 EUR per one request was set on his account.

Also please note that the user received verification instructions and after that his withdrawal request was successful.

Regards, Cashalot team.

Thanks to both parties for your replies.

Dear hug8silva2k23,

Were you able to withdraw all of your winnings yet? Please let me know if any withdrawal requests are waiting to be processed, or whether you need any further assistance.

I still haven't gotten the second withdrawal and it's been about 6 days and they still haven't processed the withdrawal.

O segundo saque ainda nao consegui e ja passou cerca de 6 dias e eles ainda nao processaram o levantamento.

Good evening casino guru, I'm waiting for a response from you too.

Boa noite casino guru, estou a espera de uma resposta vossa também.

Thanks for your patience, hug8silva2k23.

Can you please share screenshots of your active withdrawal requests?

Hi, here it is. Since the 19th, they still haven't processed my request and then they always say that I will receive an email from them and I never receive anything. But to start sending emails with announcements, you can now send them.

Boas, aqui está. Ja desde o dia 19 que ainda não processaram o meu pedido e depois dizem sempre que vou receber email por parte deles e nunca recebo nada. Mas para tarem a enviar emails com anuncios ja podem mandar.

Good afternoon, I already received the last withdrawal today, can you consider the case as resolved.

Even though they took a long time to pay and never responded to emails and the customer service was terrible, they ended up paying everything. Hugs and thanks for your help.

Boa tarde, ja recebi hoje o ultimo saque, podem dar o caso como resolvido.

Apesar de demorarem muito a pagar e nunca responderem aos emails e o atendimento ao cliente ser pessimo eles acabaram por pagar tudo. Abraço e obrigado pela vossa ajuda.

Dear hug8silva2k23,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Cashalot Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru