Cashed Casino - Виведення коштів гравцями було затримано.

Good morning,

I would like to contact Casino.Guru to request assistance with withdrawing my funds from Cashed.com. Below, I will describe the full course of the situation in detail.

Between 12 October 2025 and 19 October 2025, I submitted three withdrawal requests in the amounts of €750, €750, and €800.

On 2 November 2025, the bookmaker requested via email that I complete the verification process, which I did. The documents were reviewed, and the casino then asked me to submit additional documents in the form of a selfie holding both sides of my ID, which I also provided.

On 19 November 2025, I contacted the bookmaker via email to ask about the status of my verification, but I did not receive any response. Instead, the option to upload new documents was blocked.

On 9 December 2025, I attempted to contact the bookmaker again via email, but I also received no response.

Less than a week ago, all of my withdrawal requests were canceled. My documents are still not verified, and I have not received any response to my emails. In the live chat, I am only provided with generic rules that do not resolve the issue.

I kindly request assistance in recovering my funds, as the casino is deliberately prolonging the verification process in order to avoid processing my withdrawals.

All relevant evidence, including screenshots and email correspondence, has been submitted to Casino.Guru.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear sarna,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with the verification process and the canceled withdrawals.

Thank you for providing a detailed timeline of events and for already submitting screenshots and communication with the casino. To help us clarify the situation further and determine how we can proceed, I would like to ask you a few additional questions:

• Could you please confirm the exact current status of your verification in your casino account (e.g. pending, rejected, or no status shown)?
• Did the casino ever explicitly confirm that any part of your verification was successfully approved, or has it remained under review since you submitted the documents?
• Are you currently able to submit or re-upload documents, or is this option still blocked in your account?

Your cooperation in providing these details will help us investigate and work towards a resolution. Clarifying the verification status, communication gaps, and the reason for the canceled withdrawals will allow us to better assess whether the delays are reasonable or unjustified and how we can intervene.

If you have any additional communication with the casino or clearer screenshots showing the current verification and withdrawal status, you are welcome to forward them to [email protected] for further review.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

sorry for some delay in response due to Christmas time, now I will stay connected. Below I write answers.

Could you please confirm the exact current status of your verification in your casino account (e.g. pending, rejected, or no status shown)?

No status shown, nothing has changed.

Did the casino ever explicitly confirm that any part of your verification was successfully approved, or has it remained under review since you submitted the documents?

I did not receive any email notification, and I do not remember whether there was a confirmation on the cashed.com website in the Verification tab, because shortly afterward I was asked to upload a selfie with my ID and the status changed to "Under Review," which reopened the option to submit documents. I assume that since I was asked to provide a selfie with my ID, the first set of documents must have been accepted.

Are you currently able to submit or re-upload documents, or is this option still blocked in your account?

This option is still blocked, exactly as shown in the screenshot that I sent you as proof. I will send you current status via email. There wasn't any additional requests, casino still hasn't responded to my emails.

One thing has changed since this thread was started — the casino changed my betting limits from partial to total, meaning I can now only play with a few dozen euro cents. This shows that they are fully aware of my account’s existence, but for now they have no intention of verifying it, in order to avoid processing withdrawals.

Regards

Dear sarna,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello sarna,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Cashed Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Is there an issue with the documents sarna provided? Alternatively, can you give us some guidance on how to proceed?

Dear All,

Thank you for reaching out and for your cooperation.

We would like to reassure you that we are currently looking into this case. We have requested a detailed update from our relevant department regarding the status of the player’s verification.

As soon as we receive the necessary clarification, we will provide a comprehensive response here. Thank you for your patience and understanding in the meantime.

Best regards,

Cashed Casino Team

Dear casino representative,

thank you for your response. Can you please give us an approximate timeframe when you will be able to give us more information?

Dear All,

Thank you for your patience throughout this process.

We are pleased to inform you that the player's account has been successfully verified. We would also like to thank the player for their cooperation in providing the necessary documentation.

As the account is now fully verified, withdrawal requests can be submitted freely. Please be assured that any pending requests are already being prioritized and will be processed as soon as possible.

Best regards,

Cashed Casino Team

Dear casino representative,

thank you very much for your response, I hope the issue will be solved soon.

Dear sarna,

please keep us updated on the status of your withdrawals.

Hello,

I’ve made first withdrawal 4 days ago (500€ is maximum daily limit) and two next. Atm I am still waiting.

Regards

Hello sarna,

I am happy to hear things are moving in the right direction I will leave this complaint open for now. Please keep us updated on any new developments.

Dear sarna,

as more time has passed, I would like to ask you for an update on the current proceedings. Have you received your funds?

Hello,

I am waiting on last withdrawal. I will inform you after it confirms.

Regarda

Hello sarna,

I am happy to hear things are moving in the right direction. I will leave this complaint open until you give us the last confirmation.

Hello,

last payment has been completed.

Huge thanks to the Casino.Guru team for handling the case efficiently and bringing it to a successful conclusion. I have no doubt that without your help, cashed.com would have continued to avoid verification and payment, as I had been trying to reach them through various channels for months and kept being brushed off.

I strongly advise all users who come across this thread not to cooperate with this casino. They use subtle scamming techniques, and only the last resort — the forum, where their reputation could be publicly damaged — finally made them act.

Regards!

Dear sarna,

I am glad to hear that your issue has been resolved, though I also fully understand your dissatisfaction with the whole situation.

However, I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both the support team from Cashed Casino for their involvement in the mediation process and you for your cooperation and confirmation. I hope you won't be forced to message the Complaint Resolution Center again, but, if an issue arises, we are here to help!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru