CashiMashi Casino - プレイヤーのアカウントは閉鎖されました。

Hello,

I won a lot of money on CashiMashi casino, which is a MGA licensed casino. I made on 9-4 several withdrawals (total amound €30.000). My account was KYC verified, but after placing the withdrawals the casino asked for a ‘source of income’, which i submitted at 16-4.

In the past two weeks I asked several times why the verification takes so long, but everytime they told me that i have to wait longer.

Now they closed my account, without telling me. I dont know why and i am afraid that they will scam me.

Could you help me?

Kind regards,

Julian

Hello julianw85,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly you noticed that your account was closed? Have you accumulated your winnings with or without an active bonus, please?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.  Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

Thanks for the reply!

I noticed 2 days ago that my account was closed. After I sent my 'source of wealth', I was still able to access my account, but I couldn't play any games yet.

The profit is made without an active bonus.

I have sent the relevant communication via email.

Kind regards,

Julianw85

Thank you very much julianw85 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello julianw85,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CashiMashi Casino to join the conversation and participate in the resolution of this complaint.

Dear CashiMashi Casino,

Can you please explain the reason for the player's account having been blocked?

Hello Adam,

I have contacted the casino again via live chat, now they finally said the reason for closing my account:

'Please note that in order to have the account reopened, we still need you to send us the requested documentation as Source of Wealth to complete the verification procedure.'

Actually, i don't understand why my account is closed just because of the verification procedure. In addition, the verification procedure takes very long. I submitted my documents on 16-4 and submitted them again a few days ago.

I hope you can help me.

Kind regards,

Julian

Hello Julian,

Thank you for the additional information.

It is actually quite common for your account to be blocked while all of your documentation is being verified. Assuming that the documents are all in order, it should just be a matter of time until your account is reopened.

The verification process is not taken lightly by any of the serious casinos, and so it can take some time to complete. Please do continue to keep us updated of any developments.

Dear CashiMashi Casino,

Can you please advise if anything else is required of the player in order to complete the verification?

We would like to ask CashiMashi Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello,

the account has now been released again after the end of the SOW. The outstanding withdrawls were paid out.

Warm greetings

Cashimashi

Hallo,

der Account ist mittlerweile wieder freigegeben nach Beendigung der SOW. Die noch offenen Withdrawls wurden ausbezahlt.

Liebe Grüße

Cashimashi

I can confirm this!

thanks a lot

Thank you for your response, Cashimashi Casino.

Dear Julian,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.