Cashalot Casino - Hráč se snaží vybrat své výhry.

Dear CasinoGuru!

I hope maybe you will be able to help me to speed up a little bit the process what goung around me.

I requested for withdrawal 2 weeks ago. After this the support contacted with me with the verification, which went successfully, after this they told me to wait for the cashout. I was waiting 2 weeks and yesterday they contacted with me, that the withdrawal was cancelled because the payment was unsuccessful and i have to chosse and other cashout/payment method. Which is strange from the perspective, that i was able to pay in from that card (master card), also their regulation is saying that the cashout can only goes with the same payment methodology as the deposit and thirdly i already was able to use this card on other casinos for cash in and cash out. Yesterday morning i answered for them, but still no response and it goes a little bit slowly.

Can you please advice what to do? Can you please help me somehow to fix this problem?

Thanks,

Jhonny88

Dear Jhonny88,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas,

I will inform you once they answered me, but still no response on my mails. For the other payment methodologies i dont have any channel/account, i only have 2 bankaccount with Visa and Mastercard, what maybe can works is bank transfer or if im creating a new account on an other platform, but till i didnt get any answer and i havent got certainty that my existing payment methods are not working, i dont want to create any new one.

Sure, verification went well, also i had a confirmation email about this.

Thanks,

Jhonny88

Dear Jhonny88,

Did the casino inform you about any options for you to withdraw your winnings? Is there anything further we can help you with? Please let me know.

Good afternoon, Jhonny88 and Tomas!

Thank you for awaiting my reply. The finance department is processing your request. Please stay in contact with the customer support team, they guide you in your further actions.

I hope your request will be resolved very soon

Best wishes,

Compliance Officer

Max W****

Thanks for the reply to the Cashalot Casino representative.

Dear Jhonny88,

please let us know about how the withdrawal proceeds and if you require any additional assistance.

Dear Jhonny88,

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.

Hello,

Since the player has not responded for a while, I learned something about this complaint. The same day that the complaint was left, the player cancelled the withdrawal and played for the amount specified. After that, he was still active on the site. So this issue should be resolved as out of date.

Best wishes,

Compliance Officer

Max

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.