Nightmare getting my 2050 from cashmio

[vince69]

I just wanted to share my experience with Cashmio casino. After seeing all the good reviews I decided to join and play some slots. Won a tidy sum and decided to withdraw £2050. My verification was not easy. Photos rejected etc etc. Had to wait 24hrs after each rejection. Finally verified then tried to withdraw. Withdrawal cancelled by cashmio twice. I was then told I had to withdraw via bank transfer even though I deposited via visa debit. More docs had to be sent of bank statements. I eventually managed to give them all they required and made the withdrawal.One week later still no payment. Was told to contact my bank. Then told to prove I never had the payment. More statements sent. This was not good enough, they wanted my statements to show transactions before the payment was even sent. Eventually I took the day off and went to see my bank manager who told me categorically he could do nothing and it was upto the sending bank to do an 'audit trail' as it had to be traced from source. Cashmio will not accept this and after sending more'evidence' from my statements that I did not have the money I was told the same story I was told right at the start. That they had sent the money and to go to my bank. It is now 2 weeks since I made the withdrawal and I have no hope of ever seeing the money as they will not trace this payment. I have contacted the relevant gaming authorities and am waiting for a response. The girl on chat told me she was the MD of cashmio but would not give her full name which seems pretty unfair as they have so much personal info on me I a=have decided I will change my banking details.

Without them co=operating as I have done there is absolutely no hope of me ever seeing my winnings and have also lost the money I wagered with. I have been advised by a legal source that the only way to clear this up is for their bank to contact my bank. I have been treated as if I am a liar and have wasted so much time and also money chasing what they owe me. I am very disappointed they are unwilling to trace this payment.

 

[nachhaltig]

Hey vince, just asking. Was your Withdrawl "processed" on December 6th or 7th?

 

[Adriana B]

Have you contacted Keith Hathaway? Albeit, he has not been on here lately. My bank withdrawal was rejected due to insuffient information but they did trace it and put it back into my Cashmio account. That did take about 7 days. They are a good casino so I would not worry too much. You will get your money.

 

[vince69]

Hey vince, just asking. Was your Withdrawl "processed" on December 6th or 7th?

Yes processed on 6th

 

[vince69]

Have you contacted Keith Hathaway? Albeit, he has not been on here lately. My bank withdrawal was rejected due to insuffient information but they did trace it and put it back into my Cashmio account. That did take about 7 days. They are a good casino so I would not worry too much. You will get your money.

They are not tracing the payment. They said if I provided bank statement etc to prove I did not have the money they would but after sending these in they then asked for a letter from my bank and more statements showing transactions from dates before 6th. I mean if I am asking them to trace it they would find out if I already had it. I have now resigned to never getting this payment I just can't invest any more time to it. It has been really frustrating. I only have asked them to conduct an 'audit ntrail' as my bank have instructed me that this is the procedure.

 

[vince69]

Yes processed on 6th

Why? do you think this is significant?

 

[KasinoKing]

As Barbara said, try contacting Kieth: Link Outdated / Removed

I know him personally and I know he is only "consulting" for Cashumo - but he is still listed as their rep on the forum, so he may be able to help.

KK

 

[nachhaltig]

Yes processed on 6th

Indeed, I have the same Problem. I requested a Withdrawl on Dec. 6th. They said it was processed fine, but the money never arrived at my bank. They are currently looking into my case. The weired thing is, I have another Withdrawl from Guts, also processed on Dec. 6th which also didn't arrived. I also had to send them my transactions from bank account.


I withdrew at both, guts and Cashmio in the past without any problems. The money was in 2 days at my bank account.

Maybe there is a connection between our cases vince.


Both are operated by MT Secure Trade. I bet there is a processing failure on their side. I mentioned this at both casinos, but neither guts nor cashmio made a statement about this.

 

[vince69]

Indeed, I have the same Problem. I requested a Withdrawl on Dec. 6th. They said it was processed fine, but the money never arrived at my bank. They are currently looking into my case. The weired thing is, I have another Withdrawl from Guts, also processed on Dec. 6th which also didn't arrived. I also had to send them my transactions from bank account.


I withdrew at both, guts and Cashmio in the past without any problems. The money was in 2 days at my bank account.

Maybe there is a connection between our cases vince.


Both are operated by MT Secure Trade. I bet there is a processing failure on their side. I mentioned this at both casinos, but neither guts nor cashmio made a statement about this.

At least they are looking into yours. They have told me they cannot do any more as they have confirmed the payment was processed. This leaves me at a dead end. I sent the transactions but then they wanted me to send more prior to the 6th. They have wasted my time as I did all they asked and they still have not started to trace it. They told me there was no problem with their processing! I'm unconvinced they care as I have just had barriers ever since I had the win. Never had so much agro just for a withdrawal. Let me know if you find out what happened. I have had the run around from chat

 

[nachhaltig]

At least they are looking into yours. They have told me they cannot do any more as they have confirmed the payment was processed. This leaves me at a dead end. I sent the transactions but then they wanted me to send more prior to the 6th. They have wasted my time as I did all they asked and they still have not started to trace it. They told me there was no problem with their processing! I'm unconvinced they care as I have just had barriers ever since I had the win. Never had so much agro just for a withdrawal. Let me know if you find out what happened. I have had the run around from chat

I'll keep you informed when I receive something. The support-Agent told me on Friday, that they would send my transactions to the payment-department and they would inform me in a timeframe of ~24-48 hours. Well, thats obiously not the case. I will ask them tomorrow.

This can't be random, since in the sum there are 4 Withdrawls which didn't arrived. Yours, 2 of mine at cashmio, and one at guts.

 

[vince69]

I'll keep you informed when I receive something. The support-Agent told me on Friday, that they would send my transactions to the payment-department and they would inform me in a timeframe of ~24-48 hours. Well, thats obiously not the case. I will ask them tomorrow.

This can't be random, since in the sum there are 4 Withdrawls which didn't arrived. Yours, 2 of mine at cashmio, and one at guts.

Yes it is looking as though something wrong there. Thanks for the info. Going away from Wednesday and don't expect to hear anything as they actually seemed to wash their hands of my case. Actually sick of it now. I won't be depositing there again. That's enough for me.
Sad news from Berlin

 

[mina1929]

Yes it is looking as though something wrong there. Thanks for the info. Going away from Wednesday and don't expect to hear anything as they actually seemed to wash their hands of my case. Actually sick of it now. I won't be depositing there again. That's enough for me.
Sad news from Berlin

Have you even tried to contact Keith yet?

He will definitely sort it out for you, he is a great rep and I never had problems with Cashmio.

Good luck hope you hear some good news soon

 

[Harry_BKK]

Yes it is looking as though something wrong there. Thanks for the info. Going away from Wednesday and don't expect to hear anything as they actually seemed to wash their hands of my case. Actually sick of it now. I won't be depositing there again. That's enough for me.
Sad news from Berlin

Vince, you are in the UK, where according to the UKGC regulations every casino has to nominate and publish an ADR (Alternative Dispute Resolution) in their T&C's. Good news, Cashmio has ThePogg.

Quote Cashmio T&C's 23.6

"ThePOGG.com. Address: ThePOGG.com, PO Box 2089, Livingston, EH54 0GF Email: [email protected]. Your complaint can be submitted at -

You do not have permission to view link Log in or register now.

."

Submit your complaint asap, ThePogg will surely help, i have no doubt about it.

 

[Jasminebed]

Vince, you are in the UK, where according to the UKGC regulations every casino has to nominate and publish an ADR (Alternative Dispute Resolution) in their T&C's. Good news, Cashmio has ThePogg.

Quote Cashmio T&C's 23.6

"ThePOGG.com. Address: ThePOGG.com, PO Box 2089, Livingston, EH54 0GF Email: [email protected]. Your complaint can be submitted at -

You do not have permission to view link Log in or register now.

."

Submit your complaint asap, ThePogg will surely help, i have no doubt about it.

He is indeed a great guy. He won't accept lame excuses from Cashmio.

It is up to the originator of a transfer to request a trace. While I can understand having to send proof it wasn't received before they go to that effort, you've provided that.

And given another member has issues from same timeframe, perhaps a whole batch was not dealt with properly in which case they should be aware of the issue.

 

[vince69]

Have you even tried to contact Keith yet?

He will definitely sort it out for you, he is a great rep and I never had problems with Cashmio.

Good luck hope you hear some good news soon

I will do but I am due to go on holiday for xmas tomorrow and I have spent so much time and energy on this I need to do xmas shopping before I go. I am actually sick and tired of it. I wish I had not won any money because I am much worse off than before I won that day! I have been so stressed out by cashmios response I have lost sleep. Thanks for your advice. I will get back onto it when I get back.

 

[vince69]

Vince, you are in the UK, where according to the UKGC regulations every casino has to nominate and publish an ADR (Alternative Dispute Resolution) in their T&C's. Good news, Cashmio has ThePogg.

Quote Cashmio T&C's 23.6

"ThePOGG.com. Address: ThePOGG.com, PO Box 2089, Livingston, EH54 0GF Email: [email protected]. Your complaint can be submitted at -

You do not have permission to view link Log in or register now.

."

Submit your complaint asap, ThePogg will surely help, i have no doubt about it.

Really helpful. Thanks! I will do this but may be better when I get back from holiday as going tomorrow and I won't be available for replies etc. Need a break from the whole episode. I will inform cashmio that there are other players with issues from the payment provider with payments generated 6th Dec.

 

[vince69]

He is indeed a great guy. He won't accept lame excuses from Cashmio.

It is up to the originator of a transfer to request a trace. While I can understand having to send proof it wasn't received before they go to that effort, you've provided that.

And given another member has issues from same timeframe, perhaps a whole batch was not dealt with properly in which case they should be aware of the issue.

Thanks very much for that advice. Will do that.

 

[vince69]

I'll keep you informed when I receive something. The support-Agent told me on Friday, that they would send my transactions to the payment-department and they would inform me in a timeframe of ~24-48 hours. Well, thats obiously not the case. I will ask them tomorrow.

This can't be random, since in the sum there are 4 Withdrawls which didn't arrived. Yours, 2 of mine at cashmio, and one at guts.

Just contacted them again. Rude chat staff. Now telling me I need to send in statements.. PLeaaaase someone help me????????? I have sent them in again yesterday. Now questioning my email address. Explained I use this as a spare as I run a business and do not want all the spam. This casino is absolute rubbish. I am going to gtry to forget about them. I just am being constantly wound up. No apology. They need to remember I am the loser here.
I will give it one last go when I get back from holiday. Can't let this ruin my xmas. Good luck with yours. Perhaps if you contact them aswell they may take it seriously

 

[Borgie]

Just contacted them again. Rude chat staff. Now telling me I need to send in statements.. PLeaaaase someone help me????????? I have sent them in again yesterday. Now questioning my email address. Explained I use this as a spare as I run a business and do not want all the spam. This casino is absolute rubbish. I am going to gtry to forget about them. I just am being constantly wound up. No apology. They need to remember I am the loser here.
I will give it one last go when I get back from holiday. Can't let this ruin my xmas. Good luck with yours. Perhaps if you contact them aswell they may take it seriously

Everybody helped you by saying contact the rep - or at least the contact as in Keith . It seems instead you went back to the useless chat again. Let Keith help you ! You asked for help and people have suggested where you can find it

 

[vince69]

Everybody helped you by saying contact the rep - or at least the contact as in Keith . It seems instead you went back to the useless chat again. Let Keith help you ! You asked for help and people have suggested where you can find it

When I posted I did not ask for help. I am used to sorting out my own affairs. I have actually spoken to my solicitor today and will sort this out when I get back from my holiday. I merely was posting my experience and as it happened someone had the same problem as me. Please don't tell me what to do. I make my own decisions and am intelligent enough to know what I need to do. I will continue through the proper channels and start with their ADR. Thanks for your advise but none needed

 

[The Dude]

When I posted I did not ask for help. I am used to sorting out my own affairs. I have actually spoken to my solicitor today and will sort this out when I get back from my holiday. I merely was posting my experience and as it happened someone had the same problem as me. Please don't tell me what to do. I make my own decisions and am intelligent enough to know what I need to do. I will continue through the proper channels and start with their ADR. Thanks for your advise but none needed

We have policies in this forum to contact the casino rep when posting complaints. This should have been done right away. Also, we are an ADR as well - Cashmio lists thePogg - which is great, but if you are posting here at Casinomeister, you might as well use our PAB. As per the UKGC regs, players can chose anyone to act as an ADR. Please read this page:
Alternative Dispute Resolution at Casinomeister

There is no reason to waste money on a solicitor what you have both our PAB and thePogg to use for free. But besides that, the casino rep should be able ot handle this as soon as he sees this.

 

[vince69]

We have policies in this forum to contact the casino rep when posting complaints. This should have been done right away. Also, we are an ADR as well - Cashmio lists thePogg - which is great, but if you are posting here at Casinomeister, you might as well use our PAB. As per the UKGC regs, players can chose anyone to act as an ADR. Please read this page:
Alternative Dispute Resolution at Casinomeister

There is no reason to waste money on a solicitor what you have both our PAB and thePogg to use for free. But besides that, the casino rep should be able ot handle this as soon as he sees this.

I have never had the need to express my dealings with any casinos before. I found this site and thought it ws a review site. So I put my review down. If I have done something against yor rules then I apologise. I really do not need any more agro today. I am going away for xmas tomorrow and now have to get on with my preparations. If you have ever been messed about you will know how exhausting it is. I just want to get on with my other obligations today. I will not be available to continue with complaints etc until I get back next week at which time I will find out what I can legally do. If in the meantime a rep or whoever can shed some light on this then that would be most welcome but I will not be available to reply now until next week as I will be sitting in the sun sipping gin and tonic this time tomorrow.

Thankyou for your advise which is duly noted and MERRY XMAS

 

[mimi26]

I have never had the need to express my dealings with any casinos before. I found this site and thought it ws a review site. So I put my review down. If I have done something against yor rules then I apologise. I really do not need any more agro today. I am going away for xmas tomorrow and now have to get on with my preparations. If you have ever been messed about you will know how exhausting it is. I just want to get on with my other obligations today. I will not be available to continue with complaints etc until I get back next week at which time I will find out what I can legally do. If in the meantime a rep or whoever can shed some light on this then that would be most welcome but I will not be available to reply now until next week as I will be sitting in the sun sipping gin and tonic this time tomorrow.

Thankyou for your advise which is duly noted and MERRY XMAS

you are really hard work,

People are offering you help and you are refusing it or not listening because you know best, take the advice of the very experienced forum members here, you do not have to go down any legal route this can be sorted here

 

[Harry_BKK]

We have policies in this forum to contact the casino rep when posting complaints. This should have been done right away. Also, we are an ADR as well - Cashmio lists thePogg - which is great, but if you are posting here at Casinomeister, you might as well use our PAB. As per the UKGC regs, players can chose anyone to act as an ADR. Please read this page:
Alternative Dispute Resolution at Casinomeister

There is no reason to waste money on a solicitor what you have both our PAB and thePogg to use for free. But besides that, the casino rep should be able ot handle this as soon as he sees this.

Sorry Bryan, my fault there.... i was under the impression that UK players have to use the ADR's stated in the T&C's. Thanks for correcting me in that one.

 

[The Dude]

Sorry Bryan, my fault there.... i was under the impression that UK players have to use the ADR's stated in the T&C's. Thanks for correcting me in that one.

No worries.

UKGC casinos are required to list one that they choose, but players are free to use whoever they want - to include their own lawyer, bartender, or postman - or us.

I have never had the need to express my dealings with any casinos before. I found this site and thought it ws a review site. So I put my review down. If I have done something against yor rules then I apologise. I really do not need any more agro today. I am going away for xmas tomorrow and now have to get on with my preparations. If you have ever been messed about you will know how exhausting it is. I just want to get on with my other obligations today. I will not be available to continue with complaints etc until I get back next week at which time I will find out what I can legally do. If in the meantime a rep or whoever can shed some light on this then that would be most welcome but I will not be available to reply now until next week as I will be sitting in the sun sipping gin and tonic this time tomorrow.

Not a problem. You posted in the most popular player forum on the net, and believe you me, just about every senior member and above have been aggrieved in one way or another with a frustrating casino experience. This is why they are chiming in. We feel your pain.

Hell, just over the past two weeks I was testing a casino out that was listed in the accredited section and they gave me the run-around for a Euro 250 withdrawal. Imagine that, me!

Thankyou for your advise which is duly noted and MERRY XMAS

I hope you have a nice break. I'd like to hear about how this squared away when you get back.

 

[The Dude]

Admin note: thread moved and reps notified

I've PMd both the casino rep (Keith) and the CEO (Hannes), so hopefully we will hear something soon unless they are out drinking eggnog somewhere...

 

[nachhaltig]

I contacted the cashmio support 10 minutes ago in my case. I was also told to send them a new bank-statement. I also asked if they might had some internal problems on 6th of December, but the support agent wasn't aware of any problems.

 

[vince69]

I contacted the cashmio support 10 minutes ago in my case. I was also told to send them a new bank-statement. I also asked if they might had some internal problems on 6th of December, but the support agent wasn't aware of any problems.

Same rubbish! More proof from you, you never received the payment. Where's their proof they actually sent it? It should go like this: Their bank traces the payment, your bank tells them a) payment was held in suspense acc because info missing etc. b) we returned the payment. c) the account was credited with the payment. d) never got the payment. Either way they will not know until they initiate an 'audit trail'. This can only be done by the sending bank as they are the starting point. Why are they stalling by asking for bank statements? you give the statements, statements show no payment, they should then do a trace. If you were lying and you really had the payment you would know it would come to light in the trace. This is why I know they are winding me up. Absolute waste of time. I do not think they know what is going on with the payments and that dept is hiding something that has gone wrong. Sorry you have not got your money but all I can say is the more you speak to them the more wound up you get. That is why it is best to tke another route. I am away tomorrow but will get back on it next week. I have actually made some enquiries as to what I can do. I am not jumping through any more hoops to get the money they owe me. It is disgraceful way to treat customers to your business. Not sure if I will ever see my money but they will pay one way or another and it will cost them more than what they cheated me out of . Reputation is everything in business, I know that. A little bit of customer care wouldn't go amiss. By the way I,m also waiting for big payout from betat but at least their representatives seem like they have a brain and don't talk to you like an idiot. All the best, Vince.

 

[Mouche12]

Same rubbish! More proof from you, you never received the payment. Where's their proof they actually sent it? It should go like this: Their bank traces the payment, your bank tells them a) payment was held in suspense acc because info missing etc. b) we returned the payment. c) the account was credited with the payment. d) never got the payment. Either way they will not know until they initiate an 'audit trail'. This can only be done by the sending bank as they are the starting point. Why are they stalling by asking for bank statements? you give the statements, statements show no payment, they should then do a trace. If you were lying and you really had the payment you would know it would come to light in the trace. This is why I know they are winding me up. Absolute waste of time. I do not think they know what is going on with the payments and that dept is hiding something that has gone wrong. Sorry you have not got your money but all I can say is the more you speak to them the more wound up you get. That is why it is best to tke another route. I am away tomorrow but will get back on it next week. I have actually made some enquiries as to what I can do. I am not jumping through any more hoops to get the money they owe me. It is disgraceful way to treat customers to your business. Not sure if I will ever see my money but they will pay one way or another and it will cost them more than what they cheated me out of . Reputation is everything in business, I know that. A little bit of customer care wouldn't go amiss. By the way I,m also waiting for big payout from betat but at least their representatives seem like they have a brain and don't talk to you like an idiot. All the best, Vince.

Sorry Vince but you seem to be stuck in 'complain & whine mode' whilst you already could have submitted a PAB and, as you could have read above, Bryan did notify the rep about your case so it will be looked into. Your case will get the required attention!

 

[nachhaltig]

Hey Vince, I really know how you feel, I had the case a few months back with a Withdrawl of 1.9k€ and it sucks to wait. I highly believe, that both of us will see the money in the End.
But you're right. The way they are handling it isn't the best. I can't understand why it's up to me as a customer to prove that I don't have the money... Its hard to prove, that you didn't got the money

It would be far easier for them to just check my account, see that I deposit and withdraw on a regularly base and then act and start to investigate the case. I mean I told them every single time, that I have the same problem at guts. And I also made them aware, that I'm not the only one who has problems exactly on that Date.

But as you see, casinomeister alerted the reps. So it should turn out fine.


At which time did you initiate your Withdrawl exactly?

 

[vince69]

Hey Vince, I really know how you feel, I had the case a few months back with a Withdrawl of 1.9k€ and it sucks to wait. I highly believe, that both of us will see the money in the End.
But you're right. The way they are handling it isn't the best. I can't understand why it's up to me as a customer to prove that I don't have the money... Its hard to prove, that you didn't got the money

It would be far easier for them to just check my account, see that I deposit and withdraw on a regularly base and then act and start to investigate the case. I mean I told them every single time, that I have the same problem at guts. And I also made them aware, that I'm not the only one who has problems exactly on that Date.

But as you see, casinomeister alerted the reps. So it should turn out fine.


At which time you initiate your Withdrawl exact?

It was about 10.30am. If I remember right. Not sure I will post on here much longer. really can't stand people looking for a reaction with snide comments.It's a bit like trolling. And listen, I have almost let go of that money, it can consume you. Apparently the reps on here are aware so we will see what they come up with. Had a big win at betat aswell that i'm waiting for but at least their reps seem like they got a brain. Don't mind dealing with them. I wouldn't bother sending them any more docs etc they just stalling mate. I have decided I don't like dealing with these people cos they law unto themselves so gonna turn it around and to my advantage and never have to deal with them. They done me a favour. All the best. Vince

 

[syntynyt]

Not sure I will post on here much longer. really can't stand people looking for a reaction with snide comments.It's a bit like trolling. And listen, I have almost let go of that money, it can consume you.

what comment didn;t felt alright to you?! i see community being helpful towards you, talking nice do this and that and you'll get what is yours, probably with an apology from the reps for some mishandling, maybe a freebie too but as wel they can be in holiday too so not expect an immediate answer/solutin, but in order to happen you need to stop being in every post grumpy and ungrateful selfsufficient with those that lost their time to read your experience giving solid advice that you have to follow to earn the solution, the clue is in the header, advocate of fair play not somereview site

 

[vince69]

It was about 10.30am. If I remember right. Not sure I will post on here much longer. really can't stand people looking for a reaction with snide comments.It's a bit like trolling. And listen, I have almost let go of that money, it can consume you. Apparently the reps on here are aware so we will see what they come up with. Had a big win at betat aswell that i'm waiting for but at least their reps seem like they got a brain. Don't mind dealing with them. I wouldn't bother sending them any more docs etc they just stalling mate. I have decided I don't like dealing with these people cos they law unto themselves so gonna turn it around and to my advantage and never have to deal with them. They done me a favour. All the best. Vince

Gonna have a nice holiday now. Just checked account nice big win from Betat in account. Now that's what I call service!
Merry Xmas