CashiMashi Casino - Вывод игрока был отложен.

Hello hello, I made an account and won arount 16300 euro at this casinos. I verified my account and started to withdrawal money. I received a total of 7k euro, have 4k in my casino account , so Im missing 5k euro. They claimed that they sent it, but coulnd give me proof.

I attached the screenshots for my withdrawals.

Dear eriksenvvv31,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise which of the transactions on the screenshots you submitted didn't reach you? Please highlight the specific transactions in question.

Could you please send me the response you received from the casino? My email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Hello again,

The problem is that before I made any withdrawal I had around 16k euro in my account. I attached above my 7 transactions that got through ( 7K euro ) and now in my account I should ve had 9k euro, but I only have 4k euro.

Also spoked with the casino days before I made this complaint and they told me on live support that they sent me the 5k euro im talking about, but when I requested proof that they sent, they just ignored me. We can see on blockchain all the transactions I got from the casino anyways..

Thanks

Dear eriksenvvv31,

Do the transactions 'in progress' affect your overall balance that is displayed on your account?

Could you please send me the communication where the missing 5000 is discussed between you and the casino?

My email is tomas@casino.guru

Hello Tomas,

The transactions in progress doesnt exist. I take a look at "Pending Withdrawals" and its empty there, no transactions.

I actually have it, I ll send it now on your email. They just told me that I receive it without proof when I requested.

Also they didnt try to reach out to me from 3 weeks ago.

Thank you very much, eriksenvvv31, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear eriksenvvv31,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CashiMashi Casino representative to join this conversation and participate in resolving this complaint.

Dear CashiMashi Casino,

Could you state why the player's withdrawal of 5000€ has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Stefan and Eriksenvvv31,

I take a look into your account. It was a little bit tricky to find all, cause we had the licencechange

5000€ were sent via Ezee Walltet Withdrawl on 20.08.2023, like you can see on the screenshots

This were send before we changed the licence. While licence change on the new licence were added 11387,50€ to the balance.

The player requested the rest with ltc crypto payout. So we checked his ltc adress on blockchair as we were sent the requested withdrawls via ltc.

The player balance is actually 4387,50€

this was also submitted to the player by the support. The support was all the time in contact with the player like you can see on the next screenshot.

yesterday we sent him the answer of the financial department, that the blockchair was checked by them and all was successfully transmitted

Thanks,

Cashimashi management

the information on blockchair was made on 04.10., which is why only 6504,58€ are displayed instead of 7000€. Since the dollar and the Ltc value have both fallen since then. At the time of the transaction the dollar value was higher than the euro value. The transactions are displayed on the Blockchair in dollars

Dear CashiMashi Casino,

Thank you for your response and the information provided.

Dear eriksenvvv31,

Could you confirm if you have received the funds as the casino representative has stated above?

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Hello!

Yes, they are right about this.

Didnt notice the ezeewallet and forgot about it since I didnt see on the New casino ezeewallet withdrawals.

I ll make the last withdrawal of 4k and I ll post here if there are any problems.

Thanks for the help!

Dear eriksenvvv31,

Please, let me know once you receive the last payment of 4000€.

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Dear eriksenvvv31,

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,

Made the withdrawal 8 days ago but still nothing from them...

Only this email when I made the withdrawal, but no money yet nor updates...

I really hope they can send the money and not delay...

Thanks!

Dear CashiMashi Casino,

Could you state why the player's withdrawal has not yet been processed and when he can expect the payment?

I am looking forward to your response.

Kind regards,

Stefan

10 days has passed since they apporved my withdrawal.

Nothing new from them...

Dear eriksenvvv31,

Have you received any confirmation that the withdrawal was approved?

I am looking forward to your response.

Kind regards,

Stefan

Hello again...

No, just that they received my withdrawal, but I didnt receive any confirmation about it.

Very sad that they take this long to make a payment...

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 eriksenvvv31,

Did you manage to receive the withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Hello, unfortunately no.

They blocked my account and stole my money. I made all the verifications possbile with them and waited this long and now they blocked my account.

Im looking forward seeing a response from them here.

Very unprofessional of them.

Dear eriksenvvv31,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Dear CashiMashi Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 eriksenvvv31,

Did you manage to receive the funds even when they blocked your account?

I am looking forward to your response.

Kind regards,

Stefan

No... no updates and still no money...

Hello eriksenvvv31,

Thank you for your response and the information provided. I have contacted the casino one more time and let's hope we will get an answer here.

Your patience is much appreciated.

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.

Hello eriksenvvv31,

I understand this must be frustrating for you that the casino is not responding, but I am in contact with the casino outside of the complaint. I hope they will come up with an answer here soon. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Hello eriksenvvv31,

It looks like the casino was not able to locate the transaction on the back office which means the transaction was not charged.

Could you provide us with proof of payment? You can post it here or send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

Dear eriksenvvv31,

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.