HomeComplaintsCashalot Casino - Player’s winnings have been cancelled.

Cashalot Casino - Player’s winnings have been cancelled.

Black points: 900

Amount: €1,000

Cashalot Casino
Safety Index:Very low
Submitted: 06 Dec 2021 | Unresolved : 31 Dec 2021
Unresolved Our verdict

Justified complaint

UNRESOLVED

Case summary

2 years ago

The player from Italy had their winnings cancelled due to an accusation of illegal practices to win and the account was blocked. After our unsuccessful attempts to communicate the issue with the casino, we were informed that this case was brought to the licensing authority, which ruled in favor of Cashalot Casino. Because there was lack of transparency and communication from the casino's side, followed by insufficied evidence, which this case was based on, we had no other choice than to close this complaint as 'unresolved'.

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2 years ago
Translation

I deposited 350 euros.

After about ten hands at live BJ, I was down by about 75 euros. I hit a big pot with sidebets (three of kind + perfect pair) plus center bet (split) and jumped to 1350 euros.


At that point, I asked to withdraw


After 6 days and several requests for documents (all verified and approved) they refunded me the 350 euros and closed my account saying that I had used illegal practices to win. Funny stuff, because I don't even know the basic BJ strategy well


But the funny thing is that they don't give you explanations "why it could be disclosed to third parties"

But if I have used the illegal strategy to disclose it when I want the same ... or not?


They are simply scammy buffoons


Stay away from this online casino.

Automatic translation:
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2 years ago

Dear Igngraz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have activated any bonus when placing your last deposit? Have you, by any chance, saved your game history before your account was blocked? If yes, please forward it along with any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela

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2 years ago
Translation

Greetings


No, no bonuses (I never get them)


Unfortunately I was unable to save the history because they closed my account before officially communicating their decision to me (via chat)


The last thing I saw was that my € 1350 withdrawal was split into 2 tranches of € 1000 and € 350. Both were APPROVED but in the end I only received the 350.


Greetings


Ignazio G *******


Edited by a Casino Guru admin
Automatic translation:
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2 years ago

Thank you very much, Igngraz, for the forwarded communication. I will post the casino's reply here:


"Hello, dear Ignazio.

We are contacting you regarding your recent gaming activity and last withdrawal request. Our team is carefully checked your profile and gaming activity and our team found it very suspicious.

Your IP has matched with several other players' IP and the gaming activity has signs of using the prohibited strategies.

Due to these facts, we regret to inform you that your last withdrawal request was declined, the amount of won for the last gaming session was canceled and the amount of initial deposit was returned to your credit card. Also, please note that your account has been permanently closed.

We wish you all the best and good luck!"


Could you please advise if this was your first gaming session?


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2 years ago
Translation

Yes, I confirm it was my first, and only, game session


I tried to access other tables available on their casino (always BJ live) but without success as they were all busy.


The table I bet on was the only one with a free seat to play at that time


Greetings


Ignatius

Edited
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2 years ago

Thank you very much, Igngraz, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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2 years ago
Translation

Thanks to you for the support


Automatic translation:
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2 years ago
Translation

I can not believe it


They also canceled the refund of the initial 350 euros


They were to be posted to my account and are GONE from my actual balance


I don't know if there was a problem in the transfer or if they have intentionally canceled it


I'm speechless


I am the victim of a THEFT


PLEASE HELP ME


IGNAZIO


Edited
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2 years ago
Translation

Ok,


they did the credit again. It appeared to me again with today's date. 350 euros.


The other 1000 are always missing ....

Automatic translation:
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2 years ago

Hello Igngraz,


I will take care of your complaint from now on. Thank you for informing us about receiving €350. I would like to invite representatives of Cashalot Casino into this complaint in order to get into this matter further and hopefully help us resolve the issue.

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2 years ago
Translation

Hi Martin, thank you


I wanted to ask you how does the Casino interested in knowing about this claim here on your site?

Do you have direct contact with them?


Just out of curiosity


Thanks

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2 years ago
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I'm afraid they will never answer


Patience.

Automatic translation:
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2 years ago

Hello Igngraz!


Unfortunately, we have received no response from the casino as of yet.

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2 years ago
Translation

I expected that.

They are unfair people


All this for 1000 euros which for a casino should be a glass of water


Patience


Automatic translation:
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2 years ago
Translation

I understand that the complaint went wrong.


I don't have much hope anymore. Thanks anyway.


Automatic translation:
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2 years ago

We would like to ask Cashalot Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

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2 years ago
Translation

OK, thanks a lot

Automatic translation:
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2 years ago

Hello Igngraz!


After our internal discussion our position on the regulator's resolution of which you have informed us about is not acceptable. Please note, Gaming Curacao regulator is not very well regarded when it comes to objectively handling the players disputes with casinos. Moreover, despite our best efforts Cashalot's representatives remained unresponsive without any hints of willingness to participate or discuss the resolution of this case. Also we were not able to have an insight on the supposed evidence which was carried out against you in the process with the regulator. Based on the regulator's statement, the allegations were based only on IP matches of which there was the evidence provided by the casino. We strongly believe that IP match on it's own is not a sufficient proof of one person using multiple accounts and should not be considered as such.

With all that being said, I regret to inform that we have no other option than to close this complaint as 'unresolved' despite the opposite position of the casino's regulator, with the reasons already mentioned in this entry.

Edited by a Casino Guru admin
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