The player from Germany played without the bonus, however the casino applied bonus rules to his deposit. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Cashalot Casino - Player's winnings have been confiscated.
Black points: 161
Amount: €900
Cashalot Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
Sorry, I have a problem with the casino. I made two deposits on October 18, 2021. A deposit of € 21 contained a 200% bonus, which unfortunately was downplayed to € 0.00 with no real winnings. Then I made a deposit of € 20 without using a bonus.
I played for over € 904 (unfortunately you can see how much money was in the casino in the bet list.
For reasons inexplicable to me, the system had applied bonus conditions to the deposited money, but I neither used a bonus nor did I receive a bonus on my money.
When the account balance was over € 904, the bonus conditions were apparently met and due to the conditions for 200% bonuses set out in the T & Cs, € 800 was removed.
As mentioned, I didn't use a bonus on my second deposit. Especially since it always worked with previous deposits at the casino (I didn't have to cancel a bonus if the balance went to € 0.00).
I then contacted support and was told that the balance was € 0.00 and that the balance from the 2nd deposit should not have a bonus.
Again and again I was told that someone would contact me and the problem would be solved. However, it is now almost 3 months and nothing has happened. Only a bonus of 50 € and a small car of 5x was posted to my account. This, as I learned today, should now be the compensation. I didn't use the bonus at all and it has already expired. I ask for help from Casinoguru, because unfortunately I am not getting anywhere and would like to have my money .. I have not yet paid out the remaining € 104 so that it does not lead to any problems, as I would like to pay out the full amount of 904.
Thanks in advance!
Automatic translation:
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2 years ago
Hello Sebastian,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please send me your cashier and bonus history?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? You can send everything to my email address kristina.s@casino.guru, or post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Dear Sebastian,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Thank you very much Sebastian for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi Sebastian,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Cashalot Casino to the conversation to participate in the resolution of this complaint.
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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 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Sebastian,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
