Cashalot Casino - Hráč se snaží dokončit ověření účtu.

They always want something to verify they don't want to pay out my money

Sie wollen immer was zur vertifizierung wollen mein Geld nicht auszahlen

Dear Cornelia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided and when exactly? Have you submitted all the required documents?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello I have sent all documents ID with selfie proof of invoice and all account details

Hallo ich habe alle Unterlagen geschickt Ausweis mit Selfie Rechnung snachweis und alle Kontodaten

Yes, I have submitted all of them. For the past 2 weeks I have been trying to pay out my money, each time I have to send the documents again

Ja ich habe alle eingerreicht seit 2 Wochen probier ich mein Geld auszuzahlen jedes Mal muss ich dann die Unterlagen neu schicken

I kept having to send documents. I can't give an exact date, the last document I sent was Friday or Thursday evening

Ich habe immer wieder Dokumente schicken müssen . Genaues Datum kann ich keines nennen das letzte Dokument war Freitag was ich geschickt habe bzw Donnerstag Abend

Thank you for your reply, Cornelia. Could you please forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru.

Thank you very much Cornelia for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@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.

OK great thanks for your support

OK super danke für ihre Unterstützung

Hi there so nd 2700 not 2800 excuse me.

Hallöchen es so nd 2700 nicht 2800 entschuldigen sie.

Hello Cornelia,

I will assist you with your complaint from now on. I went over the details of the case and will do my best to help you. If I understand correctly, the last documents requested by the casino were a selfie with your passport, with a specific background, which you provided recently. We would like to ask the representatives of Cashalot Casino to join the discussion and provide an explanation.

Cashalot Casino,

Have the documents provided to you to your satisfaction? What steps should be taken so that Cornelia can withdraw successfully? Please advise if you require anything that will resolve the verification & withdrawal issue.

OK great thanks yes the last photo was my card from n26 account and before that the selfie.

LG ***** Cornelia

OK super danke ja das letzte Foto war meine Karte von n26 Konto und davor das Selfie .

LG ***** Cornelia

Hello, did you get an answer yet?

Hallo haben sie schon eine Antwort bekommen?

We would like to ask 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’.

Hello Cornelia,

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’.

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.

You should consider contacting the Curacao Gaming Authority (certria@gaminglicences.com) and submitting a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied to my email at tomas@casino.guru I wish I could be of more help.

I hope you won't come across a problem like this again. The Casino can ask to reopen this complaint anytime.