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

Hello CasinoGuru Team,

I am filing this complaint against Cashbox Casino regarding a withdrawal of 400€ (ID 141072) which I requested on February 7th, 2026.

My account is fully verified (KYC completed), and I have provided all necessary profile information. I played with small stakes (0.30€) and followed all terms and conditions.

Despite my patience and a final formal notice sent via email on February 16th, the withdrawal remains "Pending" without any explanation or update from the casino. They are ignoring my deadlines and keeping my funds frozen.

I have screenshots of my verified status, the pending withdrawal, and my communication with the casino. I would appreciate your help in mediating this case to receive my rightfully won funds.

Thank you, Richard

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Richmanvxx,

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

Dear Richmanvxx,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for reaching out. Unfortunately, I have not received my money yet, and there have been no updates from the casino.

As you can see in the attached screenshot from today (February 21st), my withdrawal of €400 from February 7th is still marked as 'Pending'. The casino has not contacted me at all.

I would appreciate it if you could now proceed with the next steps and contact the casino directly.

Best regards.

Dear Richmanvxx, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Thank you for the clarification.

I did play with a 400% Bonus on my €20 deposit.

I successfully completed the wagering requirement of approximately €3,800. I did this by playing with an average stake of €0.30 per spin. It took me about 4 days of playing several hours each day to complete the wagering.

I played Casino games (slots) consistently and fairly over this long period.

Regarding your other questions:

KYC Verification: My account is fully verified. I have already passed the KYC process.

Previous withdrawals: I have not made any successful withdrawals yet. I am attaching a screenshot of my withdrawal history as proof.

Communication: I have chatted with the support twice. Both times, they told me that they still need to perform 'some checks', without giving any specific details or a timeframe. I have not received any emails from them.

I will now forward the emails I personally sent to the casino to your email address.

Best regards.

Dear Richmanvxx, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Dear Karla,

Payment Method: I used Apple Pay with my linked debit card for the deposit. For the withdrawal, I chose the exact same method and card.

Current Status: The withdrawal is still marked as 'Pending'. Absolutely nothing has changed since February 7th.

I am attaching a fresh screenshot of my withdrawal history as proof.

Best regards.

Dear Richmanvxx,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Hadi hadi.a@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Richmanvxx,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

We would like to ask the 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’ which may negatively affect its rating.

Dear Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi