Complaint #19 Cashmo Casino

Withholding my winnings and being very difficult

By Agata` U.

4 years ago

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.

Disputed Casino Cashmo Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

4 years ago

Dear @agata1467,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Cashmo Casino team accordingly.

Please keep in mind 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Cashmo Casino

• Representative

4 years ago

Dear AGATA1467,

Thank you for your response, we are sorry to hear of you concerns regarding our security process.
We certainly understand your frustration however we do have a regulatory responsibility and have requested this information from you in line with our terms and conditions which you agreed to adhere to when you registered your Cashmo casino account with us.

At that this time our request for an original unedited and uncensored bank statement from you is still outstanding, and until such time that this is received your withdrawal will remain pending on your account.
At this time we would like clarification from you if you are willing to or refusing to forward the requested information to us?

We look forward to receiving this information working to resolve this matter with you.

Kind Regards,
Cashmo Casino

agata1467

4 years ago

Dear Cashmo,

Following our conversation you asked me for proof of deposit made on my bank card. Which I have provided you with. All other transactions are for my own personal use and I don't feel safe to provide you with it.

During our skype conversation you didn't turn on camera at all!

I never felt so intimidated! I don't know who I am talking with and you keep asking me for more personal information!!!

I only made one deposit with you. Since I hit big win you asked me for bunch of different document and HooYu verification, I done all you asked for!

Then you asked me for skype conversation which I done aswell !!! You are clearly trying not to pay me my money!!!

I tried to set up skype conversation with you 5 times and you just avoided me.

It's been 6 months now and you are keep requesting more and more.....

I can't believe you can treat people like that!

Cashmo Casino

• Representative

4 years ago

Dear AGATA1467,

Following our call with you on 4th November we had asked you to provide us with additional information regarding your depositing card ending 2467. Specifically we had requested you provide us with a PDF bank statement for the account associated with that card covering the whole month of May.

At that time you had acknowledged our request for this information, and advised you would be contacting your card issuer to obtain the relevant statement, regrettably while we have received information from you, it appears to have been edited and information redacted or censored.

We would kindly ask that you submit to us an original unedited and uncensored bank statement.

We look forward to receiving this information working to resolve this matter with you.

Kind Regards,
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

Delayed Payment of £12,319

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

Rejected

£12,319