Cashalot Casino - Player's winnings were confiscated.

Hallo ich hab auf dieser seite mit Bonus gespielt bin dort auch VIP und im ständigen kontakt mit dem manager nun habe ich dort ein Höhen betrag gewonnen und nun soll ich gegen irgenwas Verstößen haben das komische ist dss ich davor auch ein kleinen betrag gewonnenen habe und genau gleich gespielt habe..

Könnt ihr mir helfen

Dear florianbachhofer1987,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Cashalot Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Did the casino specify what did you breach? I will be waiting for your reply patiently.

Best regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Wünsche ebenfalls ein gesundes neues jahr

Ja also das casino sagt das ich einsatz woll zu oft verändert habe das komische ist habe das immer yo gemacbt wenn da spiele und auxh da Gewinne ausbezahlt bekommen jetzt aufeinmal wird es gelöscht das geld und gesagt habe mich nicht an regeln gehalten aber davor war alles immer gut

Dear florianbachhofer1987,

Can you please advise if you did use casino games or sports betting? Were you using any kind of bonus when your account got suspended?

Das Konto ist nicht gesperrt sonden es wurden die Gewinne abgezogen da angebliche gegen was verstoßen habe mit bonus aber ich nutze den Bonus öfters davor war immer allws ok

Guten tag also das casino sagt mir ja das gegen was Verstößen haben soll aber davor bei genau den selben eingelösten bonus habe genau gleich gespielt und da war alles ok finde das sehr komisch

Dear florianbachhofer1987,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru? Did they ever specify which exact term did you violate?

Ja das ich irgendwie Einsatz 2x geändert habe aber das hat die davor auch nie intrssiert habe nur xdn verlauf mit den VIP Manager weis halt nicht ob das weiterleiten darf.

Thank you florianbachhofer1987 for all the information provided. As we will still need more details regarding your betting patter, your complaint will be forwarded to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear florianbachhofer1987,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Cashalot Casino to join the conversation and contribute to the resolution of this complaint.

Ja gerne

Hello, Peter !

Thank you for inviting us to solve the problem. 

While reviewing the withdrawal request and checking the player's betting history, our team has identified serious irregularities whith using the SUGAR250 bonus promo, which are in accordance with clause 8 of our site's Terms and Conditions https://cashalot.bet/pages/terms-and-conditions. The player has violated the rule that does not allow sharp over or under bets more than 2 times with playing with the bonus promo, so his balance was cancelled.

After the player activates the promo SUGAR250 12/30/2023 05:16:39 examples of such player bets are: 

12/30/2023 05:22 - sudden change from 0,17EUR to 0,50EUR bet

12/30/2023 05:35 - sharp switch from 1,0EUR to 0,50EUR

12/30/2023 05:48 - abrupt switch from 0.70EUR rate to 0.30EUR and to 1.0EUR rate.

And others.

Thus, having converted his bonus game balance into a real one, using the forbidden game strategy, the player continued the game with a real balance and was able to increase it several times.

On the basis of the fact that the player used the illegally converted balance for playing and winning, according to paragraph 9.4 of the Terms and Conditions of our site, the player's balance was zeroed.

Best wishes,

Support Manager

Stefan M****

Hallo aber zuvor wurde das bei den andern bonuse nie beansprucht und spiele immer gleich...und 200 euro waren nicht von diesen bonus betroffen wurden auch eingezogen

Und wie soll ma 17cent auf 50 gehen?

Hi all,

Thank you for your replies.

Dear Cashalot Casino team,

I'm afraid changing the size of the bets by €0,30 - €0,70 can't be considered an unfair advantage on the player's side. You can read more about our position on banning betting strategies here: https://casino.guru/our-position-on-banning-betting-patterns. Unless they repeatedly breached the maximum bet rule, they should get paid in full.

Ich habe immer so gespielt auch in anderen bonuse davor da würde nie etwas dagegen gesagt ich wäre ja auch mit der Hälfte zufrieden

Hello, Peter !

The rules of our site are unchanged since its creation.

According to one of these rules, when playing with a bonus, a player cannot make the next bet that increases or decreases by more than 2 times the size of the previous bet.

Examples of such bets are:

1EUR - 3EUR - violation of the game with bonus

1EUR - 1.5EUR - 2EUR - 3EUR - no infringement

You can read more about this in the Terms and Conditions paragraphs that I mentioned earlier.

This player did not exceed the maximum bet, but his bets were placed according to the scheme prohibited by the rules of our site, so I ask you to consider the zeroing of this player's balance legitimate.

Best wishes,

Support Manager

Stefan M****

Hallo aber dsnn habe ich doch nicht dagegen verstoßen habe doch vom

0,17 auf 0.50

0.50 auf 1.00

Aber erklären Sie mir doch warum es wo jetzt so ein gewinn habe bemängelt wird und wo es nur 100 euro Gewinn war nix gesagt würde? Und genau gleich gespielt wurde..

Ich wäre ja bereit sich zu Einigung

Dachte auf der seite als vip wird ma etwas besser behandelt

Dear Cashalot Casino team,

As stated above, I'm afraid we can't accept your decision. The complaint will become unresolved.

Dear florianbachhofer1987,

Unfortunately, the casino's position didn't change. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter