Cashalot Casino - Player’s criticizing false advertisement of bonus.

I was told by chat agent Ivan that the offer I received was valid and that I cold deposit and take the offer - I f I had any issues then to go on chat and have the offer added

I deposited with the code I was sent which activated on my account and the offer did not credit to my account.

I then went on chat to be told by the agent Hope....The offer wasn't from them and it was a scam....I found this very surprising as the code worked on the system and it seemed like it would be a very odd scam to direct people to the correct website, to then login to their account and enter a promotion code? I can't see where that would make sense....anyway, Hope was very persistent in telling me that the code was a scam and that there was nothing she could do.

Then I spoke to Nick....Nick tells me that the code is expired?? So not a scam sent by some random person....The only scam is the agents have lied and manipulated me into making a deposit to get a bonus that they had no intention of adding...to then be told that unless I wager my deposit x10 I can't withdraw.

Please see attached the ridiculous conversations I have had with the agents and proof that Hope lied.

I was manipulated into depositing and provably lied to.

Dear Doreen61,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that in general, casinos accept no responsibility for bonuses advertised by external sources such as affiliated sites or forums. Could you please advise if the deposited funds are still untouched in your account?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

The offer was sent by the casino hemselves not a third party.

I have not touched the funds in the account.

Thank you, Doreen61, for all the forwarded screenshots. I can see that you've been advised that the promotional offer wasn't genuine and not sent by the casino itself.

Unfortunately, this is nothing unusual and we advise all the players to be extra careful when entering any kind of promotion by clicking on links in their emails. Not only in online casinos but in general too. I'm truly sorry, but if the promo code is invalid, there's not much we can do for you.

Have you looked at the chat transcripts where I am told it is valid but expired?

Have you seen that the code was valid on the website? You can clearly see if you atally look at the evidence that they are using tactics to get players to deposit and then refusing the bonus so they are stuck ith the x10 wagering.

This image show the code being accepted on the site.

This shows Ivan confirming the bonus:

From the forwarded email I understood that promotional offers can be activated even if players deposited via Skrill. Not all online gambling establishments allow e-wallets to activate bonuses.

To my best understanding, the promo code was legit in the past, but later used by a third party in phishing emails:

Could you please forward the promo email to petronela.k@casino.guru? Thank you in advance.

Cashalott Casino emailed out an offer to me which was a 150% bonus. The email was directly form them to me. I followed the link from the email to the site and logged in and went on chat to check the offer and how to claim it.

Ivan told me that all I needed to do was put the code in and deposit and that if that didn't work to go back on chat and have it added - I have sent you the chat screen grab

I deposited after adding the code which said it had been activated. The bonus did not add - See picture showing active bonus code. 

I then went on chat and spoke to Hope. Hope tried to tell me that the offer was not from them and sent as a scam - this is a lie as the code worked and Ivan had already confirmed the offer was from them - see chat transcript which I am emailing you again,

I went and spoke to another chat agent the following day and he confirmed the offer was real but then back tracked and claim it was no longer valid - see chat transcript which I am emailing you again

The casino now has unfair wagering of x10 your cash so it is designed to make you lose your money cash. What they have done is manipulate people into making deposits, then not given the bonus so that your cash is stuck with them. They know that x10 wagering means the majority of players will then just lose their deposits.

Thank you very much, Doreen61, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Cashalot Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Doreen61,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First I'll try to contact the casino representative and ask for their help and explanation.

Cashalot Casino,

Considering the circumstances, will you refund Doreen61's deposit?

Hello, Doreen61

Hope you are doing great! Thank you for submitting the request.

I found out what was going on: you didn't have time to use the bonus because the promo code was expiring that evening. In the end, your money are still on the real balance. In order to continue playing, you need to unblock the account you blocked yourself, and you will return to where you were.

Hope to hear from you soon.

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

Dear Max and the Cashalot Casino team,

while we appreciate your reply, the issue is that Doreen61 is requesting a refund of her deposit. Could you reply as to whether she is eligible for it?

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon, Theresa and Thomas

Thank you for your expectation, hope you are all doing well.

I have finally figured it out: the retention department had launched an evening promotion with a bonus that has to be expired the same evening. Since we had a new support team working for us, they were not informed and there was a miscommunication within the team. That's why you got different answers from the agents through the communication channels. The internal clarification work has already been done.

We apologize for the situation and we see several ways out of it: your balance is still available to you, we have changed the wagering rules of the deposit amount from x10 back to x1 especially for you. So now you are presented with simple conditions to continue playing on our site. You can also take advantage of bonuses from the section "Promotions" (except codes CASH10/CASH20).

If you have any questions, please contact the support team, this is how the more qualified personnel are now working.

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

Hello all,

Thanks for the reply to the Cashalot Casino team.

Dear Doreen61,

Do you agree with this solution the casino representative presented?

Please let us know. I'll be looking forward to your reply.

I asked for the money to be refnded.

The casino have come up with two excuses for this now and seem to be lying.

I have no trust in them at all.

I have a complaint with the Curaco gaming commission and they have given them a different reason to the one they have given you including claiming I had touched the funds in the account and that is why I do not have the bonus.

I have no desire to play with them and I just want to be refunded and my account closed. This is very stressful and has put me off using casinos.

Thanks for your reply, Doreen61.

I completely understand your frustration with the situation.

Dear Cashalot Casino team,

Would you be able to remedy the situation by refunding Doreen61 her deposits? Please let us know. Much appreciated!

Good evening, Theresa!

We have corrected the mistakes and the guilty parties have already been sanctioned.

As an option you can get an apology bonus from our team by contacting support and sending them a link to this complaint. The rules are the same for everyone, we can't change them specifically for you. Please be sensitive to this, hope you will accept our apologies.

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

I have turned over my deposit once as per the new wagering you appplied to my account and requested the withdrawal.

I do not want to play at or have anything to do with your casino. You claimed to the CEG that I locked my account and had used my balance before trying to claim the bonus - just for the record I have downloaded my play history to show that this was never the case.

Everytime you have replied here and to the CEG you have had different excuses and ridiculous made up reasons for why you have behaved the way you have. You just cannot get your story straight and if I had seen your abismal reputation I would have NEVER deposited.

Process my withdrawal and delete my account - after that is done provide the evidence to the CEG and Casino Guru.

Hello all,

I apologize for not replying sooner.

Dear Doreen61,

Could you please advise if your withdrawal was already processed and your account closed? I'll look forward to your reply.

Unfortunatly they have cancelled my withdrawal and have said as I have not deposited in the last 30 days I have to deposit again and wager that before I can make a withdrawal?

They are making it completely impossible for me to get my money out.

Thanks for the reply.

We believe you tried in good faith to be refunded your deposits for valid reasons, and therefore we are of the opinion the casino should be able to allow your withdrawal to be processed despite this requirement for the deposit. I don't see any reason for this requirement to be enforced on this occasion.

Dear Cashalot Casino team,

Would you allow Doreen61 for the withdrawal to be processed without requiring her to deposit?

Good afternoon, Theresa and Tomas!

Since you have not been active for a long time, you need to make a minimum deposit of at least 10 EUR and complete a wager x1 of this amount. We can't violate our own rules, it's technically necessary to activate your account. Your withdrawal will be confirmed immediately.

I hope for your understanding, I wish you all good holidays!

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

Your admin team emailed me me to say that I cancelled it which I did not. Given the reason I wasn't active is because you have been messing me about for months I suggest you process the pending withdrawal as I was asked to request again by your own team...after they accussed me of cancelling it myself.

Yet again another example of you lying and not being able to provide players with acurate infomation.

Why would I deposit with you after everything that you have said and done. You can bypass your own systems and they are only rules you have implemented and enforced yourselves - your system I doubt is sentient and controlling itself!

Hello all,

Our position is it would be fair to proceed with Doreen61's withdrawal. Due to circumstances with the bonus that wasn't credited, Doreen61 never intended to continue to be 'active' and since the start of the complaint, it was clear the desired outcome would be to process a refund. After she wagered the deposit 1x after the insistence of the casino, we see no reason to delay or deny her withdrawal request, other than enforcing the terms & conditions even though in this situation it seems arbitrary and no fault of Doreen61.

Doreen61,

I understand your frustration. If the casino insists, 10 € is a relatively small amount compared to all the troubles. Let us know what you decide to do.

Tomas

Hello, Theresa and Tomas!

As I said there was a miscommunication between the chat agents, because the system started to display the withdrawal cancellation as 'Cancelled', while previously the withdrawal denial should have been displayed as 'Rejected'.

In order to activate your account again you need to make a deposit and wager it x1 according to the rules of Curacao + Delasport, which works on all brands under this white label. Please, comply with this requirement in order to resolve this issue as soon as possible.

Best wishes,

Compliance Officer

Affiliate Manager

Max W****

Dear Doreen61,

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.

I have made the deposit as per the casinos request and turned it iver x1 and requested the withdrawal.

Please note that my origial deposit was done with Bitcoin and they have seemly removed this as an option. See screen grabs. I have had to use my card to depsoit and withdraw which I am not happy abot as I do not think that this is a secure way to do it.

As the casino seems to be making things difficult for me I can imagine this will now cause some sort of an issue as I have used a new payment methos - although this was not my choice and I would have preferred Bitcoin.

Cashalott - I have now jumped through all your hoops and played along as thogh you have the intention to actually pay this out. I really do have my doubts as your behaviour has been perditory throughtout this pocess and is clearly design to make players use the money in thier account by you making it near impossible to withdraw funds.

Please process my withdrawal and close my account inline with your licence.

Dear Doreen61,

I am sorry to hear about the ongoing issue you are experiencing.

While no doubt frustrating, the availability of payment methods can change in casinos over time.

Let me know how the situation evolves and if you'll be able to receive your withdrawal.

My payment is still on hold and no contact from the casino.

Chat did not know who Max was.

This is very annoying.

Hello all,

Dear Cashalot Casino team,

Would you be able to give us an update on Doreen61's withdrawal?

The casino are now claiming that my bank is declining the transfer to them.

I have provided another card.

I feel like this is being done on purpose to further delay the payment as I have never had an issue with money going to my card before.

It has been over two weeks since Max last bothered to respond so it goes to show how little they care abiut players and the fact they clearly do not take any of this seriously.

Good afternoon, all!

I received the same information on your payout. The finance team was unable to send a payment to your card due to the disabled external recharge function on it. The chat agents will help you again.

I hope everything works out with the new payment details and you get your long-awaited funds.

Best wishes,

Compliance Officer

Affiliate Manager

Max W.

'disabled external recharge function' is a non exsitant term in regards to payments. My bank have literally no idea what you are on about and I have recieved payments to that card fine from literally every other payment provider.

I have suplied your payments team with an alternative card.

Dear Doreen61,

Were your subsequent attempts to withdraw from the casino successful? Do you require any further assistance?

Good morning, Doreen and Tomas

As far as I know, the withdrawal has already been made via cryptocurrency. Doreen, please confirm this - have you received the payment already?

I wish you a good day and look forward to your reply

Best regards,

Compliance Officer

Affiliate Manager

Max W.

Dear Doreen61,

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.

I have had my wothdrawal.

Thank you for your help.

Dear Doreen61,

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

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru