The player from Germany, a VIP member who was in constant contact with the manager at the casino, had won a large amount. The casino, however, had deducted her winnings, alleging that she violated bonus rules by changing her bet too often. The player argued that she had always played in this manner and her winnings were always paid out before. After reviewing the case, we invited the casino to join the conversation. The casino provided examples of the player's bet changes and insisted that these violated their rules. Despite the player's willingness to reach a compromise, the casino maintained their stance. We found the bet changes not to be an unfair advantage and marked the complaint as 'unresolved'.
Cashalot Casino - Player's winnings were confiscated.
Black points: 2731
Amount: €5,000
Cashalot Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.7
Cashalot Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
8 months ago
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10 months ago
Translation
Hello, I played with a bonus on this site and I'm also a VIP member. I'm in constant contact with the manager. I won a large sum of money, but now they're saying that I have violated something. What's strange is that I previously won a smaller amount and played exactly the same way..
Can you help me?
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10 months ago
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.
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10 months ago
Translation
Yes, the casino says that I have changed my bet too often. The strange thing is, I always did that when I was playing and winnings were paid out. Now suddenly the money was deleted and I said I didn't follow the rules, but before that everything was always the same good
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10 months ago
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?
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10 months ago
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The account is not blocked but the winnings were deducted because I allegedly violated something with the bonus but I use the bonus often before that and everything was always ok
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10 months ago
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Hello, so the casino tells me that there are supposed to be violations, but before that I played exactly the same with exactly the same redeemed bonus and everything was ok. I find that very strange
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10 months ago
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?
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10 months ago
Translation
Yes, I somehow changed the deployment twice, but that never informed them before. I just checked with the VIP manager and don't know whether it can be forwarded.
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10 months ago
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
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10 months ago
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.
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10 months ago
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****
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10 months ago
Translation
Hello, but previously this was never claimed for the other bonuses and the games were always the same... and 200 euros were not affected by this bonus and were also confiscated
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10 months ago
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And how is 17 cents supposed to go to 50?
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10 months ago
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.
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10 months ago
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I've always played like that in other bonuses before because nothing was ever said against it and I would be happy with half of it
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10 months ago
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****
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10 months ago
Translation
Hello, but I didn't violate it, but I did
0.17 to 0.50
0.50 to 1.00
But explain to me why there is criticism about such a win and nothing is said when there was only a 100 euro win? And it was played exactly the same...
I would be willing to come to an agreement
I thought I would be treated a little better as a VIP on the side
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10 months ago
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
