Complaint #1 Cashimashi Casino

Refuse to pay my deposits back

By HJK L.

7 years ago

Hello dear Askgamblers,

I registred a new account at Cashimashicasino and play for a while, i made several deposits and after w while i have won 500.
I thought i made a cashout.
i already had sent my documents a week before, so i thought everything was fine.
Then i get a email from them saying i made a mistake when i registring a account, i have set germany instead of The netherlands.
I can not recall that because iam extra carefull upon register a account, so i read the T&C and there is nothing saying that players from The Netherlands are not accepted ( see attached file) so i thought it's OK to play here.
But now the withdrawal is refused, my account closed and they refuse to pay back my deposits??
If they refuse to even pay my deposits, its in my eyes robbery?

Hope Askgamblers can help me out.

Best Regards,

Disputed Casino Cashimashi Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Cashimashi Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Cashimashi Casino

• Representative

7 years ago

The mentioned user registered his account on the 19.04.2019. At that time (and up until the 13th of May, 2019), the Netherlands was not included on the list of countries eligible in the registration form. To bypass this restriction, the player chose Germany, as his country of residence. To further cover-up his real location, the player also used a VPN service to connect to our website from a location in Germany. This was an act of entering misleading and incorrect personal information and therefore breaches the following fundamental terms and conditions:

1. General Rights and Obligations & Account

“You must enter all mandatory information requested into your registration form and you acknowledge and agree that all information that you give us, such as but not limited to, valid address and email, during the term of validity of this agreement is complete, true, correct, and that you will immediately notify us of changes of such information or change such details by yourself on the Website.

You are hereby notified that we carry out verification procedures and that, your Account may be blocked for access or closed if you are found to supply false or misleading information. You are required to update and keep up to date the mandatory information provided in the registration form in the event such information changes.”

Furthermore and in addition to closing the account, we reserve the right to confiscate any winnings associated with the illegal account:

4. Anti-Money Laundering and Funding of Terrorism Due Diligence

“If we become aware or suspect that the information provided by you is materially false, we shall cancel your registration and take such other steps as may be required by us under law. We will not pay out any winnings to you in such circumstances.”

Despite the player´s intentions on breaching our terms and conditions, we were nonetheless willing to refund his deposits.

Since the player has deposited via Paysafe vouchers only, we require a bank statement of a bank account owned by the mentioned player, to where we can carry out the refund. We have requested a bank statement from the player

Best regards,

Cashi Mashi Team

AskGamblers

• Support Team

7 years ago

Dear Cashimashi Casino,

AskGamblers Complaints Team is awaiting you to post the public message explaining what happened, in as many details as possible, accompanied with the quotes of all the relevant terms that have been breached by the complainant, if any.

Betman

• Netherlands

7 years ago

Still no answer? :(

Cashimashi Casino Complaint Stats

Resolved 14 / 15

Avg. Amount $4,587

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

Cashimashi Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 14 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Cashimashi Casino Complaints

See all complaints for this casino

Delayed withdrawal for 5 weeks

Hello ladies and gentlemen

I made 19 thousand euro profit without a bonus and am fully verified.

I submitted my first payment on May 21st and the rest until June 12th weekly 5 thousand euros.

I ask AskGamblers if you would help me with this matter.

Full verified on 3.05.2023

First withdrawal on 21.05.2023 (5.000euro)

Second withdrawal on 29.05.2023 (5.000 euro)

Third withdrawal on 05.06.2023 (5.000 euro)

Fourth withdrawal on 12.06.2023 (4.000 euro)

I trust AskGamblers and await your help maybe you could contact Cashimashi.

Thanks.

Resolved

€19,000

Delaying my withdrawal

Cashimashi is really bad. I wait 3 weeks for the verification.

Every time they asked for new documents. After 3 weeks I was verified.

Than there was the next part!

They will proceed my withdrawal with priority but every time I asked what the status is they say please wait for the confirmation mail.

Every time they come with a new excuse to delay the withdrawal! I am getting really sick of this.

Resolved

€16,781

Delaying my withdrawal

Hello,

Cashimashi doesn't accept my withdraw and everyday I got ask why. They just say they will try to speed this issue and nothing happens. I did deposit 1000 € 26.11 and made my first withdrawal 26.11. Then I canceled it on 3.12 because I thought there is some bug. I made new withdrawal on 3.12 and been waiting since then. Every day they just say they try to speed this. Still waiting my money 1076 €

Resolved

€1,076

Missing €740 Withdrawal, No Adequate Support

Hi Askgamblers team,

I would really like some help resolving my issue with a missing payment from Cashimashi casino.

Since 02/12/2021, I have stopped receiving communication/help from Cashimashi casino regarding my missing Trustly withdrawal of 740 EUR.

It has now been a total of 16 days since my approved withdrawal confirmation was sent to me via email without receiving my funds.

On the 7th business day (02/12/2021, 2:17 PM) I sent a requested email to the Cashimashi team with a bank statement from 23/11/2021 - 02/12/2021 showing the payment was in-fact not received. I still have not received a response to that email/ticket.

Every time I contact live support I get the response in short "Nothing we can do, it's with technology" but I receive no communication or help from "technology" to move forward.

I had my suspicion that there was a problem from the start when they removed Trustly as a payment processor from the website just a few days after I started my withdrawal. Even though I knew a Trustly withdrawal did not take 7 business days to complete (from years of experience) I waited like they asked, to now just be completely ignored.

All I want is my funds back so I can start a bank wire transfer, which will also take 5-7 business days to complete.

I have attached evidence of the withdrawal confirmation email, bank statement & screenshot of the processed transaction from the website.

I have full transcripts of all conversations between me and the Cashimashi team so if any further evidence is needed I can post at any time, but for now this is all the evidence I think that you will need/want.

Regards,

David Jones

Resolved

€740

Regarding SOW verification and great delay

Hi there.

I just want to start this out and say that I haven't had any problems with this casino at all, until now.

As soon as I finally win something and want to make a cash out, this happens..

It's been 4 weeks now (2021-10-21) since my account got "locked".

After speaking with live-chat they said that I need to sign and send in Source of Wealth document.

I've done that, and a lot more.

Since then I have sent in 16 different documents: Source of Wealth e-signed, bank statements in PDF (a lot of different ones, more than enough), winnings from other casinos (pics that shows transaction from the casino and that it arrived in my bank), even my personal loan (showing that it arrived in my bank).

This shows more than enough proof that the money I have deposit into this casino comes from my salary, other casino winnings, and loans. Way more than enough.

I've sent this as soon as I got the emails from them.

Now it's been another week and I have heard nothing since.

I've been dealing with SOW documents before, on other casinos.

But I have never experienced this before. 4 weeks. 1 month? That's crazy really.

And the time between each email is really under all criticism. I hope that this will resolve in something, at least speed up the process.

Thanks a lot.

Resolved

€2,300

They keep say I should wait for my 1400

Hey!
I used a bonus called Halloween 100%. Lost everything with that bonus. Made several deposits afterwards without bonus. Still, I seemed to keep trading bonus money for a while strangely enough.
I never played higher than € 2 per click. I did not buy any bonuses. On their side it says that they must pay out within 2 working days. I have now been waiting since last Sunday when I made a withdrawal of 1400 € which is pending. I have chatted with them 3 times and asked if I need to do something? Got an answer from Susanne that I should just wait. I want my money and feel stressed. What to do?

Resolved

€1,400

Withdrawal Stalling Trustly

Sadly I am forced to open a complaint here as my last effort before taking further action I wish I didn't have to make an account just to do this.

Deposited for there halloween Bonus on 29/10/2021 for the 100% bonus. Managed to get up to $450 after wagering requested cashout on the 30th October .

There terms state : "We shall be processing withdrawals within 2 business days of the request" that is written black and white in there own terms.

It has now been 6 total days (I am including the weekend as there excuse is a "backlog" of withdrawals"). 3 going on 4 work days and still nothing this seems to be happening each time on there Gammix group bluvegas/crazeplay etc.

I can only presume they are trying to stall to cancel withdrawals and play funds but I never have and never will do that you have to take what you can when you win!

Deposit was instant via trustly and I know withdraws are processed instant with trustly to so I can't fathom any reason why it's almost 7 days.

Reached out several times in support because filing a complaint here is just extra stress that we could all benefit from avoiding but they was no use saying "we will email the payment's team to speed up the payment" they did this 3 times and nothing changed.

It seems once a complaint is opened it gets resolved quickly and money paid just wish it didn't have to come to doing all this extra steps.

Unresolved

$450

Withdrawals still pending

I made four withdrawals, in total 6170€, on friday 22nd October.

I got email for verification and my account was verified on Monday 25th.

I have asked from live chat several times where my withdrawals are and they said you will receive payment confirmation "soon" and they will "forward it to payment department" but nothing happen.

Resolved

€6,170

Missing withdrawal of 2200 Euros

On July 14th i made 3 withdrawls - together 2200 euros. As the AGB of Cashimashi says they need to verify the account at 2300 euros or higher. other than told in theyre AGBs they sent me an Email to verify my account , what i did. A day later i got an email that my account is now fully verified. i also got an email on tuesday 18th that the withdrawel is approoved. The money still hasnt arrived

Resolved

€2,200

Waiting for 3290 Euro

On the 18th of April i did 4 withdrawls in a total of 3290 Euro. My Account was already verified and i already did a withdrawl. The pending time on this Casino is statet 24-72 Hours. On the 23rd of April i contacted the Livechat about the withdrawls and ask about it. After like 15 Minutes i got the answer, there are still processed and they will contact the Finacial Department and ask about the Delay. On the next day they told me that i will get an answer in a few hours. Until now i didnt heard anything and the withdrawls are still pending.

Resolved

€3,290