Cashalot Casino - プレイヤーの撤退が遅れています。

On August 11, 2024, I made a deposit of 70 reais on the Cashalot site. I did not activate any bonuses and reached a total balance of R$730, which I then requested to withdraw. I completed the verification of my account, and the verification process was concluded. However, it's been 2 days since my withdrawal request was made, which is the timeframe established by them for the payment of withdrawals, but my withdrawal is still pending.

No dia 11 de agosto de 2024 fiz um depósito de 70 reais no site cashalot, não ativei bônus, fiz um saldo total de R$730 reais, que solicitei o saque, fiz a verificação da minha conta, a mesma verificação foi concluída, porém já se passaram 2 dias da solicitação do saque que seria o prazo estabelecido por eles para o pagamento do saque e o saque ainda continua pendente

Dear Fdvascokrlh,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

My account has already been fully verified, but 3 days have passed since the withdrawal request and it is still pending and when I contacted the chat they told me that the deadline for payment was 2 days, which have already passed, and when I asked again why it is still pending they told me that they don't know the reason and that they can't give a deadline

Minha conta já foi verificada totalmente, porém já se passaram 3 dias da solicitação do saque e o mesmo segue pendente e ao entrar em contato com o chat me disseram que o prazo pra pagamento era de 2 dias, que já passaram, e ao perguntar novamente sobre o porquê de continuar pendente me informaram que não sabem o motivo e que não podem dar um prazo

Thank you for your reply, Fdvascokrlh. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep us informed about any further developments.

Dear Fdvascokrlh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.