Complaint #9 Cashmo Casino

Delayed Payment of £12,319

By Ellie M.

5 years ago

Hi there, On 25th August I had a life changing win at Cashmo casino, £12,319. I still have not been paid a penny to this day. I deposited £500 which was my third deposit of the day after previously depositing £200 and £300 which both lost.

I have been cooperative and sent every document. As far as I have been told, the casino does not need any more documents from me.

I had the following communication on live chat with "Joshua T" on the 11th November, I unfortunately dont have a screenshot but I did copy and paste it at the time:

6:41, 11 Nov

Cashmo - Joshua T

We have now received all the identification from yourself and can now move forward with processing your withdrawal Ellie < surname removed >.

Since then I still have not been paid. My account is locked, so I can no longer chase this win on live chat as you must be logged in now to use their live chat service you used to be able to live chat without logging in).

Any help is appreciated. My last complaint was rejected for lack of information, I was advised my post was unclear. I hope this is clear enough, I have tried to explain the facts in a simple way and I hope you give me a chance to publish this askgamblers. I am happy to clarify any further details, but I cannot gather screenshots as I am locked out of my account.

Note to askgamblers - all communication has been via live chat, the casino have not sent me any emails that I can show you. As requested, I have attached a screenshot where they informed me my withdrawal had been voided. I have also attached below a transcript from November when they then backtracked and told me the withdrawal was under review:

Ellie

ok I was told they had been voided✔

3:49, 16 Nov

Ellie

so this is not true?✔

3:49, 16 Nov

Ellie

When will I find out the outcome of the review?✔

3:49, 16 Nov

mFortune - Natascha E

It is just the case we need to review this further to get a definite answer for yourself. We do not have a timescale to give unfortunately. However, please rest assured we will be reviewing this as quickly as we can.

I have also attached proof of my account being locked, therefore I am unable to login, and proof that I cannot live chat any more when not logged in. I hope this is sufficient evidence.

Kind regards

Disputed Casino Cashmo Casino

Reason Delayed payment

Amount £12319

Discussion

AskGamblers

• Support Team

5 years ago

Dear @mumby1996,

Please let us know if there are any updates regarding your ongoing complaint.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

mumby1996

• United Kingdom

5 years ago

I will be in touch when I find time to do the call and hopefully the complaint can be resumed then.

AskGamblers

• Support Team

5 years ago

Dear @mumby1996,

Please let us know if there are any updates regarding your ongoing complaint.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

Cashmo Casino

• Representative

5 years ago

Dear MUMBY1996

Thank you for your post. It is regrettable that you do not want to discuss your account with us directly.

As you are aware we have to complete checks with you, under our Due Diligence process where we would review the information that you have supplied to us. Unfortunately this can not be done on the Ask gamblers website.

We have sent you an email from our complaints team with information, and requested a Skype call with you to resolve this situation as quickly as possible.

We would be grateful if you could please respond to the email at your earliest convenience and we will certainly help you in resolving your query, if you have any concerns regarding completing a Skype call with you, we would be happy to address them directly with you.

Many thanks,
Cashmo Casino

Cashmo Casino Complaint Stats

Resolved 1 / 1

Avg. Amount $2,000

Avg. Complaint Duration 9 days

Avg. Response Time 3 days

Cashmo Casino Complaints

See all complaints for this casino

Still waiting since December

I put a couple withdrawals in 10 months ago. I noticed they hadn’t been paid in June. Had called what feels like hundreds of times, emailed.

I have given additional I’d, bank statements etc etc. Still nothing. Since 20the September I have been told transaction is with payment team - utter rubbish.

I’m so fed up with this and just need my 2k - huge money to me.. Nothing to the casino

Resolved

$2,000

Withholding my winnings and being very difficult

Hello,

I won 1050 pounds playing slots at Cashmo website. When trying to withdraw my winning Cashmo asked me to go through some verifications. I followed every step and completed everything they asked me to do.

Then they asked me to do HooYu ID confirmation service which I done and passed successfully thought they would process my withdrawal after that but no. They asked to skype them. Firstly I thought it is very intimidating and didn't want to do it but I need that money so I decided to try to set a date to do skype conversation. It's been weeks now!!!!

I was trying to contact them on live chat and there is 45 minutes que... Whenever I started chatting with someone on LC, an agent would just leave chat with no word said!

I send them email to set that skype conversation for Sunday after my work but they said it must be Monday to Friday between 9am-6pm.

So I took time off from work to do it at 5.30pm but then they changed it cannot be done at that date and it has to be between 10-3pm.

They don't care I have work at all!!! Worst casino ever! I cant do that at this time. Why do they even want to skype me it is so weird.

I have been trying to withdraw my money for several months now! They are just being difficult and avoid contact with me.

I contacted them by live chat at least 15 times.

I only have emails as proof that I did try to contact them.

The have all of live chat conversations.

Rejected