Cashalot Casino - O levantamento dos prémios dos jogadores está atrasado.

Good morning,

I registered at this casino, made a deposit, and played various games.

I won €5000 and requested a withdrawal.

From that point on, I stopped receiving any responses. I contacted the online support, who told me it would take between 24-48 hours. It was always the same answer.

Yesterday they asked me for several personal documents, which I sent. They said nothing more. I sent multiple emails and heard nothing.

Today I spoke with chat support who told me that the account is verified, but they don't know when they will process the withdrawal.

I have sent multiple emails to support and no one responds.

They repeatedly cancel my withdrawal, even after account verification and they provide no explanation. When I ask why, they don't respond. I request the withdrawal again, and they cancel it once more.

The lack of response or the sending of "copy/paste" responses is absurd.

Bom dia,

Registei-me neste casino, depositei e joguei em vários jogos.

Ganhei 5000€ e solicitei o levantamento.

A partir daí, não obtive mais respostas a nada. Contactava o suporte online que me dizia que demoraria entre 24-48 horas. Sempre a mesma resposta.

Ontem pediram-me vários documentos pessoais, os quais enviei. Não disseram mais nada. Enviei vários e-mails e nada.

Hoje falei com o chat que me disse que a conta está verificada, mas não sabem quando vão realizar o levantamento.

Já enviei vários e-mails ao suporte e ninguém responde.

Cancelam sucessivamente o meu levantamento, mesmo após a verificação da conta e não dizem nada. Questiono o motivo e não respondem. Volto a solicitar o levantamento e volta a cancelar.

A ausência de resposta ou o envio de respostas "copy/paste" é surreal.

Dear Dezanove19,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Now they sent me an email saying that I can only withdraw 200 euros at a time. And even so, requesting a withdrawal of 200 euros, they still haven't processed it.

How will I withdraw 5000 euros in installments of 200 euros with this waiting time?

Agora enviaram-me um e-mail a dizer que só posso levantar 200 euros de cada vez. E mesmo assim, solicitando um levantamento de 200 euros, ainda não o processaram.

Como vou levantar 5000 euros em parcelas de 200 euros com este tempo de espera?

The casino sent me 200 euros to Astropay and in the meantime I asked to withdraw another 200 euros, without any kind of response or processing.

I continued playing and currently I have 13,242.00 euros, which I cannot withdraw.

I've already asked them to let me withdraw at least 6000 euros and they don't respond, they don't say anything at all.

O casino enviou-me 200 euros para o Astropay e entretanto pedi o levantamento de mais 200 euros, sem qualquer tipo de resposta nem de processamento.

Continuei a jogar e actualmente tenho lá 13.242,00 euros, que não consigo levantar.

Já pedi para me deixarem levantar pelo menos 6000 euros e não respondem, não dizem absolutamente nada.

Dear Dezanove19,

Have you received your withdrawal from the casino yet?

Hello,

Not received. I ended up having 15000 euros.

They said they paid 200 euros a day, paid for 3 days and stopped paying.

They took the 15000 euros from me and stopped responding completely.

This Casino is a scam.

Olá,

Nao recebi. Cheguei a ter la 15000 euros.

Disseram que pagavam 200 euros por dia, pagaram 3 dias e deixaram de o fazer.

Retiraram-me os 15000 euros e deixaram de responder completamente.

é uma burla este Casino.

Thank you very much for your reply, Dezanove19. Do I understand correctly that the casino confiscated your winnings? Or is the main problem the low maximum withdrawal amount?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Dezanove19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.