Complaint #38 Cashimashi Casino

Regarding SOW verification and great delay

By C. B.

4 years ago

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.

Disputed Casino Cashimashi Casino

Reason Verification issues

Amount €2300

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

doffer

• Sweden • 1 reviews

4 years ago

I just got the email i was waiting for.
"We are happy to inform you that your account is now verified."

So we can call this resolved.

Thank you.

doffer

• Sweden • 1 reviews

4 years ago

I get that, nothing strange about that.
But the fact that this has taken 31 days, that's the issue really.

I've recieved that email, and answered it aswell.
I added all the information needed, even more than that to be honest.
If this isn't enough, then i don't know really.

Lets hope this will be done today.

Cashimashi Casino

• Representative

4 years ago

Unfortunately, we noticed with your bank statements that there were many incoming payments from other accounts, which is why we need to check where they come from. We are obliged to do so. therefore your sow is unfortunately stretching out. I have already passed it on to the account manager, who is now taking care of the case

Cashimashi Casino Complaint Stats

Resolved 14 / 15

Avg. Amount $4,587

Avg. Complaint Duration 5 days

Avg. Response Time 3 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

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

Payment not being processed

Hi!

14 of april i became a member on cashimashi.com casino. I put in 168 euros and got 168 in bonus. I wagered the bonus the same day, bets ranging from 1,5 euro to 3 euros. I did not break any bonus terms.

When all said and done, I requested a withdrawal of 4300 euros in two separate withdrawals, since the limit for skrill was 2300 per withdrawal. This was the 14. Of April.

I have been in contact with the casinos live chat three times. Once after 48 hours, I asked if they would process my withdrawal and if they needed any of my documents. They said they didn’t need any documents, only after I had deposited more than 2000 euros. Regarding the withdrawal, they said it would take from 24-72 hours.

I contacted them again after 72 hours, and they apologized, and said they would forward a message to financial.

I have cancelled one of the withdrawals a couple of times, but one has stayed in processing since 14. April 18:58 (time).

I sent an email to support at Saturday, I have not gotten any response. I contacted live chat again today, and they said financial had a too much on the plate so my withdrawals had been delayed.

Not at any point have I gotten any information other than confirmation of my withdrawals, only vague answers when I contacted the live chat.

When will I get my money?

Rejected

€4,000