Cashed Casino - Player’s account has been closed with missing funds.

Hallo,

heute möchte ich nochmals eine Beschwerde einreichen. Es wird meine letzte sein, da ich mittlerweile mein Online Banking gesperrt habe aufgrund problematischen Glücksspiels und in letzter Zeit schlechte Casino Erfahrungen. Trotzdem möchte ich mein Erlebnis mit dem Cashed Casino nicht so stehen lassen, um andere Spieler zu warnen.

Ich habe am 26. Oktober im Cashed Casino gespielt, obwohl ich es eigentlich nicht wollte, und 550 Euro verloren. Anschließend ging ich in den Live Chat und bat darum, mein Konto zu schließen. Mir wurde dann ein Cashback Bonus von 55 Euro mit Umsatz 35x angeboten. Habe ich angenommen und nochmals mein Glück versucht. Ich konnte den Bonus umwandeln in Echtgeld und kam auf eine Auszahlungssumme von 2500 Euro. Ich habe mich an alle Bonusbedingungen gehalten und bis zur Umwandlung nicht höher als 5 Euro gespielt. Dann wollte ich auszahlen. Im Cashed Casino geht das nur mit 500 Euro pro Tag. Also habe ich das zur Auszahlung beantragt.

2000 Euro waren übrig in meinem Spielerkonto.

Am nächsten Morgen schaute ich in mein Konto und 767 Euro waren weg.

Es stand nur Auszahlung da, aber nicht an mich.

Ich kontaktierte den Live Chat, der mich nur abwürgte mit ich solle eine Email schreiben.

Habe ich getan, kam erstmal nichts.

Eine weitere Auszahlung von 500 ( pro Tag sind 500 Euro Auszahlung erlaubt, 3 Transaktionen gleichzeitig sind max. erlaubt), ging auch nicht. Auch keine Möglichkeit der Verifizierung.

Habe alles mit Screenshots festgehalten, da ich schon ein ungutes Gefühl hatte.

Habe dann das restliche Guthaben verzockt, auch die Auszahlung von 500 habe ich storniert und verspielt.

Trotzdem möchte ich nach wie vor wissen, warum das Geld einfach von meinem Konto verschwunden ist, ich finde das höchst unseriös.

Der Suppport teilte mir nach mehreren Tagen mit, dass mein Konto geschlossen sei. Das war aber nicht die Antwort auf meine Frage. Ich habe den Support nochmals angeschrieben und nach dem Geld gefragt, seitdem keine Antwort.

Auch diese Emails habe ich als Beweis.

Ich glaube nicht, dass ich das Geld jemals wiedersehen werde, möchte aber unbedingt davor warnen, im Cashed Casino zu spielen. Auch andere Bewertungen zu diesem Casino sprechen für sich.

Vielen Dank fürs lesen und ich hoffe auf eine Antwort.

Viele Grüße, C.

Ps: leider kann ich die Screenshots hier nicht hochladen, ich versende sie aber sofort per Email bei Nachfrage.

Dear claudiaHH,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashed Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share any details regarding the cashback bonus you received from the casino?
• Could you please advise what reason you gave when requesting account closure in this particular casino?
• Could you please provide any supporting evidence supporting your claims? You can post screenshots here, or send the information 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

Hallo Tomas,

danke erstmal für die Antwort.

1) ich habe im Chat angegeben, aufgrund schlechter Bewertungen mein Konto schließen zu wollen. Zuvor hatte ich ca 550/560 Euro verspielt.

Dann bekam ich den Bonus angeboten, der genau 10% meiner Verluste betrug. Als Wager stand im Bonus 35x und ich habe die Bonusbedingungen durchgelesen, dass der Einsatz nicht höher als 5 Euro sein darf.

2) als Grund habe ich die Unzufriedenheit angegeben, dass ich es unseriös finde, dass Gelder ohne Begründung aus meinem Konto verschwinden. Ich wurde mitten in der Erklärung gesperrt und aus dem Chat geworfen

3) ja, ich sende jetzt alle Screenshots an die Email

Viele Grüße, C.

Thanks for the information provided.

Do I understand correctly that despite the transaction appearing as a successful cashout, the amount was confiscated to your knowledge?

Hallo Tomas,

ja, die Auszahlung ging nicht an mich. Ich habe sie auch nicht veranlasst und es wäre auch gar nicht möglich, da der maximale Auszahlungsbetrag bei 500 Euro pro Tag liegt. Bis zum heutigen Tag habe ich keinerlei Erklärung dafür erhalten, wo das Geld hin ist, obwohl ich den Support mehrfach kontaktiert habe. Die Screenshots hatte ich ja alle per Mail geschickt.

Viele Grüße, C.

Thank you very much, claudiaHH, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, claudiaHH!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear claudiaHH,

We would like to kindly inform you that any no-deposit casino bonus has wagering requirements of x40. Any such bonus has a maximum withdrawal limit of x5 the bonus amount received. For example, a 20EUR no-deposit bonus will have a maximum withdrawal limit of 100EUR. Any winnings above 100EUR will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Cashed Casino Team

Thank you for the information, Cashed Casino Team!

However, we are still unsure that we understand the situation clearly. Therefore, I would like to ask you a few questions.

First and foremost, there is a fact of the user's gambling problem. Please, provide the live chat transcript from the October 26th to my e-mail: pavel.k@casino.guru, so we can be sure that gambling problem was not mentioned beside the request of the account closure right before the player was offered a bonus.

The second question is which exactly cashback bonus did player receive? The closest one we could find on the page is 10% Welcome cashback. Could you, please, name the bonus and send us the link to its terms?

The third question is how can we know that the cashback is a no-deposit bonus? There is no mention of cashback bonuses anywhere on the page. It is given on losses from the real money, which derive from deposits. Even in the mentioned welcome 10% bonus there is a minimum deposit requirement which implies that it is not a no-deposit bonus.

Also, there may be an issue with capping the winnings after the wagering requirement was fulfilled, but we will come back to it later.

Hello Pavel, 

We would like to kindly inform you that we provided you via mail the live chat transcript from the October 26th.

We would also like to inform you that the player received a loyalty bonus before closure in which Terms and Conditions refers to the point 7.16 (https://cashed.com/en/rules)

For any additional questions don't hesitate to contact us.

Kind Regards, 

Cashed Casino Team

Thank you, Cashed Casino Team. I have few more questions.

1. Is there any visual (in the player's account) or internal (in the system) difference between active bonus and real money (bonus with the fulfilled WR)?
2. What is the 767 euro amount and why was it missing from the player's account?
3. Could you, please, send player's gaming and bonus history to my e-mail: pavel.k@casino.guru?

Dear Pavel, 

We would like to inform you that the no-deposit casino bonus has wagering requirements of x40, the deposit casino bonus x35 and the real money bonus x1. Moreover, we would like to kindly confirm you that the winnings above 100EUR have been removed from the account balance at the withdrawal stage, that was the amount of 767EUR.

Furthermore, you will receive via mail player's gaming and bonus history as soon as possible. 

Thank you for your cooperation.

Kind Regards,

Cashed Casino Team

Cashed Casino Team, I still have not received any e-mails from you, probably there was some problem, so, please, send them once more to pavel.k@casino.guru

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pavel, 

We would kindly request to check if you have now received the email of player's gaming and bonus history.

Thank you for your cooperation.

Kind Regards,

Cashed Casino Team

Cashed Casino Team, I believe that I have received previously sent chat screenshots.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pavel, 

We would kindly request to inform us if any other information is needed to confirm that gambling problem was not mentioned when the customer requested account closure. 

Thank you for your cooperation.

Kind Regards,

Cashed Casino Team

Cashed Casino Team, we still require player's gaming and bonus history which you have claimed to had sent a month ago, instead of it I have received proof that player's gambling problem was not mentioned along with the account closure request, which you have already sent me once.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pavel,

We would like to inform you that we are looking into your request.

We endeavor to provide you player's gaming and bonus history as soon as possible. 

Thank you for your cooperation. 

Kind Regards,

Cashed Casino Team

Dear Pavel,

We would kindly request to check player's transaction and gaming history sent via email.  

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation. 

Kind Regards,

Cashed Casino Team

We are extending the timer as we wait for the additional evidence from the casino.

Dear Pavel,

We would kindly request to confirm that you received player's transaction and gaming history via mail on 17th January.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation. 

Kind Regards,

Cashed Casino Team

Cashed Casino Team, please, note that the player's game history that you have sent us contains only two rows of information (the sum of the player's bets in two games) which cannot be called the game history. My colleagues have met your representatives in the Barcelona recently who told that they will send the game and transaction history but they will need to request it specifically from the someone which may require some time which I am willing to give, as much as needed. Please, confirm if you will be able to get me the full history so we can take a look at the process of the player taking the bonus, winning from it and determine when the max win application has happened. You have also not given me any response regarding the situation in the Skype conversation, but that is another thing, which does not matter as long as you are willing to provide evidence we requested.

Dear Pavel, 

We would kindly request to check the balance history provided via mail. 

Thank you for your cooperation.

Kind Regards,

Cashed Casino Team

Thank you, Cashed Casino Team!

Hello, claudiaHH!

We have finally received the full game and transaction history from the casino and concluded our investigation. Let me lay out the full timeframe for you.

1. After the request of the account closure you have received bonus of 10% of your losses, which was 55 EUR. The casino defines this bonus as a no-deposit one and, after investigation, we agree with that. Therefore, rules applicable to no-deposit bonuses were applicable to that bonus (5x maximum win limit in particular).
2. After that you have wagered the bonus successfully and at the moment of the wagering requirement fulfillment your balance was 1042 EUR.
3. Then, after some playing you have requested a withdrawal of 500 EUR and then, the next day, the amount of 767 EUR was confiscated, leaving you with the sum that you eventually lost ( as well as the 500 withdrawal).

Now, I must take a step from the case and explain our stance on one problem which is sometimes found in the casinos' behaviour. When players use bonuses with any kind of restriction (max win, max bet, restricted games), we expect that such restriction ends as soon as the wagering requirement is fulfilled. In your case, however, max win restriction was not applied right away, but rather after the first withdrawal was requested.

What distinguishes your case from standard ones is the amount that was confiscated after the withdrawal. Usually, unfair casinos confiscate the whole balance, leaving only the max win amount and taking all real money winnings. The Cashed Casino has confiscated the amount of 767 which was exactly how much left above the max win at the moment when the wagering was finished. Remember the amount which was transferred to your real balance? If we substract the 767 from it then we have exactly 5 times the bonus amount. Here:

1042 - 767 = 275

275/55 = 5

This calculation explains the process of the application of the restriction. It was not user friendly at all and it as hard even for us to understand how it was done, but we cannot call it unfair, as real money winnings (which you have, unfortunately, lost) were left to you.

On that stage I must reject your complaint as it seems there is no amount to dispute anymore.

Please, let me know if you have any questions.

Hallo Pavel,

abschließend ein paar Anmerkungen:

Wie kann es sein, dass es über 3 Monate dauert, bis das Casino bereit ist, über diesen Sachverhalt aufzuklären, nach ewigem Hin- und Her inklusive ständigen Fristverlängerungen für eine Antwort? Warum wurden die Bonusbedingungen nicht transparent gemacht, fairerweise vorab/ bei Inanspruchnahme des Bonus? Warum gab es nach Entfernung des Geldes keinerlei Antwort über den Support, keinerlei Info, trotz wiederholter Nachfrage beim Support? Warum ließ sich keine weitere Auszahlung beantragen, bevor das restliche Guthaben ( nach Abzug der 767 Euro) deshalb verspielt wurde?

Infolge dieser Umstände von " fair" zu sprechen erscheint mir nicht nachvollziehbar.

Ich bedanke mich für die Bemühungen und wünsche Ihnen und diesem Forum alles Gute.

Mit freundlichen Grüßen,

C.

I understand that this looks unfair to you, and I must agree, it is indeed a poor experience, being ignored and left uninformed. We got ignored and uninformed for a long time too, this is the reason why I gave no proper response. However, at the end we see that casino did not exhibit any predatory behavior and their inability to properly inform you on what had happened is their worst deed. For that I cannot give them the penalization.

I am sorry I could not be more of help. Please, be careful in the future.

Respectfully,

Pavel K

Casino Guru Team