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Cashmio Casino - Most complicated account verification I have encountered

Complaint Info
Disputed casino Cashmio Casino
Reason Delayed payment
Amount £ 1115
Posted on December 24, 2018

I created a new account at the site cause it had a more variety of games then their partner online gambling site which i had an account in so i made my first deposits and started playing and after requesting the first withdraw i was asked to submit few documents in order to verify the account and process the withdraw and the withdraw was processed few days after sounds normal procedure until now .

So after waiting few more days for the withdraw to arrive to the bank account i received an email mentioning the the withdraw have been returned by the bank for some reason that i used a third party credit card which i sent the verification for already and the withdraw was processed accordingly .

That's fine so i was asked to submit more documents which i did immediately again and all the documents got rejected around 12-14 documents submitted all was rejected ( which sounds wired that all those documents is rejected not one or two ) and i asked for the reason they said i had to send them all again which didn't make sense that all those documents getting rejected for quality of photos etc... so i took photos of all what was requested again and waited for the response .

After few more days i was asked to send a photo of me holding the passport and then i was asked to re send the bank statement again which i did .

Few more days later i was asked then that i will be receiving a phone call so i sent them the timing that i will be available in to receive the call , i received a call answered the questions and was told that everything is fine and that they will process the withdraw at the soonest ,

After few more days i received an email saying the account is verified contacted the live support to get an update and i was asked to create another account with a my country currency ( which the site doesn't offer ) and that the funds will be transferred their and then i have to submit a withdraw again . I said fine i tried to create an account while the live chat is still on but new accounts didn't have the option to make me choose a currency it automatically choose British pounds for me to play in like the account i had already with them , so i informed them and was asked that i will be contacted shortly which was almost 2 days from now .

In this point i started to get upset about all this back and forth and the thing that upset me the most that the withdraw was accepted at the beginning and processed and when it got returned they asked for more documents and more requests and once i complete a request they ask for one more request and more and still ongoing .

Here are the requests that the casino asked me to do and still the withdraw not processed

- Bank Statements
- Passport Copy
- Utility bill
- Photo me of holding the passport
- Phone call
- Creating a new account with different currency

I hope i can resolve this issue at the soonest also i would like to add that i had an account in their partner website guts and i used third party deposits but didn't have to go through all this hustle with them to process the withdraw .

Posted on December 24, 2018

Dear @wast147,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on December 24, 2018

The total amount of withdrawal is 1115 British Pounds .

Posted on January 14, 2019

This complaint has been reopened as per Cashmio Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on January 18, 2019

Dear @wast147,

AskGamblers Complaints Team have been informed on behalf of Cashmio Casino management, that casino email address that you entered within complaint submission form, is not valid, and most probably you did not use that email address for registering casino account. In addition, casino representative already sent you the private message asking for your casino user/email, but you have never responded back. We would greatly appreciate if you could contact back casino and provide them with your casino credentials, in order to be able to investigate the issue, and make sure to post the public message informing AskGamblers Complaints Team that you have cooperated as suggested.

Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

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