Still waiting since December

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.

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