The player from Austria had faced difficulties in withdrawing his winnings of €1600. After successfully withdrawing €800, the casino had claimed he violated rules and required him to wager the outstanding amount thirty more times. The player had claimed that the 30x wagering requirement was introduced out of nowhere and that he was unable to log into his account to access his gaming history. Despite our attempts to communicate with the player, he failed to respond to our messages and questions. Therefore, we had to reject the complaint.
Cashalot Casino - Player's winnings are blocked due to supposed violation of terms.
Amount: €800
Cashalot Casino
Safety Index:Very lowSafety Index
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1.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
After losing thousands of Euros, I managed to convert 1000€ into real money using a "VIP BONUS", eventually raising it to 1600€. Upon requesting a withdrawal, however, my winnings were removed from my account, supposedly due to a violation of the Terms and Service. It seems I had supposedly exceeded the maximum permitted bet. At no point were the stakes on the slots limited.
In normal casinos, such a bet would not be permitted in the first place. I reached out to my "VIP Manager", who reassured me that I had been reinstated, reminding me to keep bonus amounts in mind for the future.
When I attempted to withdraw the money, every method was employed to discourage me, complicating the process. For instance, I could not make a bank transfer, even though I had deployed this method for my deposit. Only Skrill was available, which has a limit of 400€, and every request for withdrawal needs to be manually applied for. As was to be expected, most of the processing takes a week.
After successfully withdrawing 800€, I was informed that my further request had been cancelled. The stated reason was that I had supposedly violated the rules, and that I could only withdraw the remaining balance if I churned the outstanding amount thirty more times. I have never heard of such an arbitrary excuse before (I have all the progress as evidence). As soon as they realized that I would no longer play in their Scam Casino, they came up with these fabricated conditions, even though I had already cashed out half. The remaining 800€ is still present in my account as real money, but I cannot withdraw it.
In total, I lodged and lost roughly 4000€ with deposit bonuses. According to their logic, each of these deposits must have also "violated the T&Cs", which should give me the right to reclaim this money.
Automatic translation:
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11 months ago
Dear Sercforreal,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashalot Casino.
I checked the terms and conditions of the casino and I found the maximum bet is 10€: https://cashalot.bet/pages/accounts
"Payouts:
2.2.1 The maximum accepted bet with bonuses is € 10."
Please allow me to ask you a few questions, so I can better understand the situation.
- Where does the information about 30x wagering come from?
- Could you please specify to which extent (bet amount, and number of bets) you breached the maximum bet while playing with the deposit bonus?
- If you have a gaming history from the time your bonus was active, please forward it to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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11 months ago
Translation
I have now also seen that they have this in the terms and conditions, but I was of the opinion that the stake would not be possible at all or at least would not be taken into account in the wager amount (I don't even know if that was dared). After all, I lost so much with the deposit bonus, where I also exceeded the maximum amount.
- I made bonus purchases on the games amounting to €40.
- Unfortunately I can't send the game history because I can't log in anymore and support is ignoring me...
- The 30x wagers come out of NOWHERE. They wrote me a message that I had violated the terms and conditions and therefore my money was gone. My VIP manager then sorted it out and told me that my money was back in the account and that I should pay attention to it next time. This was followed by tedious payouts and at some point after I was able to pay out part of it, I got the message that I had violated the terms and conditions and that I had to earn it back with 30x the stake.
- I have sent the transaction history and chat history via email. After reading the chat history, you'll see how absurd it all is.
Automatic translation:
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11 months ago
I apologize for the delayed response.
I checked your exchange with casino support.
Do I understand correctly that between December 4th and December 11th you were paid most of your funds coming from the bonus winnings?
The only time you were informed about any wagering requirements was on Decmber 11th?
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11 months ago
Dear Sercforreal,
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.
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10 months ago
Translation
Everything is documented in the chat history.
On December 4th, my winnings were deleted and I was informed that I had violated the requirements. Whereupon I contacted my VIP manager on the same day. He said it wasn't a problem and I received the winnings back. He then said that I should pay attention to it next time. I then had the maximum limit of €400 paid out.
On December 6th I received the €400 and requested another withdrawal.
On December 11th I received another €400 and requested a new payout.
On December 13th I received the following messages:
"You have to wager your balance of 800 euros with a wager. You broke the rules when you played with the deposit bonus and you got the money back on your balance, but you have to win it back. Be careful next time when you play with the bonus";
"You broke the rules of the bonus game, remember?"
"Your balance has been debited and you have been refunded, but you need to continue betting and can submit a withdrawal request.";
"Sorry for the inconvenience. You have to place it with a bet of 30.
Automatic translation:
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10 months ago
Dear Sercforreal,
Our position regarding the breaching of the maximum bet is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."
If the casino allowed you to withdraw some of the winnings from the bonus even after you breached this rule and later asked you to wager the remainder of your winnings we unfortunately cannot argue in your favor and ask the casino to dismiss this requirement.
What's more, we believe casinos can choose to close players' accounts for any reason as long as they don't withhold players' winnings.
- Please let me know if there are any withdrawable funds in your account.
- Also please let me know how the casino informed you about the account closure.
I'll await your reply.
