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Cashmo - Unreasonable delayed verification

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Cashmo Casino Review.

Player's Complaint

I have been waiting to be paid my winnings of £12,319 since August - I have sent all documents. I chased every single day for weeks on live chat only to keep getting conflicting info.

They asked me multiple times for various different documents including ones I had already sent. Always with a massive delay in between. Clearly they are stalling.

Recently they got in touch to request a Skype call! This was the final straw for me, I refuse to do this. I have verified my identity beyond doubt with all the documents they have had. I just want my account closed and the money refunded now. There is no way as a UK licence holder that it is a reasonable request for me to do a live SKype call with them and I should not be forced to do so.

Thanks

Read the casino review

4 Responses

User icon
ThePOGG
February 10, 2021

Hi emumby1234 - welcome to ThePOGG.com!

Video verification calls are standard practice whenever there are concerns that the person operating the account may not be the person named on the account. You would need to comply with this request before we could do anything to help you.

Let us know once you have done so and we will contact the operator on your behalf.

Thanks,

ThePOGG

User icon
ThePOGG
March 7, 2021

Hi emumby1234,

Have you completed the video verification call?

Thanks,

ThePOGG

User icon
ThePOGG
March 13, 2021

Hi emumby1234,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
March 21, 2021

Hi emumby1234,

If we haven't heard from you by Friday the 2nd of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

emumby1234 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Cashmo Casino
  • United Kingdom Gambling Commission
  • In Touch Games Ltd

February 10, 2021

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