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Cashmio Casino - Delaying 2 withdrawals totaling 440 Euros

RESOLVED
Complaint Info
Disputed casino Cashmio Casino
Reason Delayed payment
Amount € 440
Ynochk New Zealand
Posted on November 25, 2019

Hi,

On the 14th of November I requested two withdrawls, one for 300 euros and one for 140 euros. The following day I received an email asking to verify my account which was completed and approved on the 17th of November. I have been on chat everyday asking why the withdrawls still haven’t been approved and the casino is saying it’s the payment provider. 2 days ago I was asked to send my bank statement as proof that I haven’t received any payments from them which I did and was told they would get back to me within 24 hours. However no one did so again I went onto chat today (nearly 72 hours later) to ask when I could expect to hear something only to be told now they can’t give me a timeframe as they are busy with other cases and that dept does work 24/7. I feel like I’m being given the run around and can’t seem to get a straight answer from anyone why these withdrawls still haven’t been approved 10 days after requesting them and providing all documents requested by the casino. Please help me get this resolved ASAP, thanks ask gamblers.

Nicola

Posted on November 25, 2019

Hi Nicola!

We are really sorry about the inconvenience and delay with your withdrawal.

We have been investigating the situation with our payments team, and the issue has now been escalated to Payments Operations Executives.

This issue is under further investigation at the moment and we are trying to get this solved as soon as possible.

Unfortunately, this withdrawal issue is new for us also, and this is why it has taken longer than normal.

We will keep you updated on the situation.


Kindest regards,
Lisa
Head of the customer service.

Ynochk New Zealand
Posted on November 27, 2019

Hi again,

Finally after spending over an hour on live chat to assist me the payment was processed and the funds arrived in my account yesterday, the problem apparently was converting euros to nzd. A happy outcome, thanks all.

Nicola

Posted on November 27, 2019

Hi Nicola!

Good to hear the withdrawal reached your bank account finally!

We are so sorry for the inconvenience the delay of your withdrawal caused you.

Please let us know if there is anything we can do for you! :) Our live chat is open every day 8-12 (UTC time).

Best wishes
Lisa
Head of the Customer Service

AskGamblers
Posted on November 27, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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