The player from Germany has been accused of breaching bonus terms by placing a single bet greater than the allowed one. The proof of breaching the max bet was provided and we have rejected this complaint as unjustified.
CashiMashi Casino - Player’s bonus winnings have been voided.
Amount: €550
CashiMashi Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
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Good day
On March 6th, 2022 I submitted a withdrawal of EUR 600 from the mentioned casino.
The register has accepted the payout with the status....in process.
I waited 2 days and the status was still up...in progress.
I contacted support and the response was....it can take a while, I should wait.
I waited another 2 days and got an email* without warning, the casino keeps 550 euros and writes 50 euros back to my account.
The attempt to at least credit the 550 euros back to my casino account also failed.
The casino could have declined the withdrawal and returned the amount, why does the casino keep 550 euros?
I ask for confidential handling of my personal data. If this is not possible, please give me a short feedback. Thank you in advance
Best regards
Falah
*screenshot uploaded from email
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2 years ago
Dear Falah,
Thank you very much for submitting your complaint. I clearly see that the casino accused you of breaching the maximum allowed bet. I checked the Bonus Terms on the website, and this is what I found:
"1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."
The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.
Are you aware of placing bets higher than allowed? Could you please forward your game history to kristina.s@casino.guru? If there is any other relevant communication between you and the casino, please, forward it as well.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
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Hello Kristina,
thank you for the fast reaction.
I am not aware that I have bet 5 EUR per spin. my bet is 20, 40 or 60 cents per spin never 5 EUR.
Unfortunately there is no section on the website to view or download game history or I couldn't find it. I tried to get proof from the casino but unfortunately failed. And I don't know what to do now.
Kind regards,
Falah
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2 years ago
Thank you very much Falah for your reply. I will now transfer your complaint to my colleague Martin (martin.d@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
Hello Falah!
From now on, I will take care of your complaint. I would like to invite representatives of CashiMashi Casino into this complaint in order to help us with resolving the issue. Providing us with the player's game history right away would be also very welcomed and help us to examine the situation better.
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2 years ago
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hello Martin
i asked the casino for the game history. I don't know how long it will take for the answer to come.
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2 years ago
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Hello again,
the website said: the service is free?
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2 years ago
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Hello Falah,
there is your game history on our site, you can check your history there. Furthermore, a screenshot of the two bets over €20 was sent to you in your email. I would like to add it here again. I'm assuming that you made a bonus buy there. This is expressly forbidden by the bonus terms and you have exceeded the max bet.
LG Cashimashi
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2 years ago
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By the way, the complete email looks like this and I don't know why you deleted the screenshot there.
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2 years ago
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Hi there,
where did i delete something?. that is first
secondly, if you look under...balance before....you can see that i made the winnings before and played with 40 and 60 cent stakes the whole time. For this reason, I would like to see the course from 03/03/2022 to 03/11/2022.....then you can clearly see that you have done me wrong and just keep 550 euros...without reason...you could have just reject the payout and the money back to my account.
When I accidentally clicked this feature, and kept clicking out of stupid nervousness, it should have just given a warning or a message that there was a risk of bonuses.
Also, the balance was nice outside of the bonus.
again I ask the course of the game from 03/03/2022 to 03/11/2022
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2 years ago
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Hi there,
had the feature buys been outside of the bonus, it wouldn't say Bonusbet. You completed the bonus on 03/05/2022 at 12 noon. As you can see from the screenshot, you made these purchases during the active bonus.
You alone are responsible for complying with the bonus conditions. You also got a notification at the very beginning that a bet over €5 is not allowed when you started playing with the bonus.
And it also says in the bonus conditions that bonus purchases are not allowed and it also says that you agree that if you violate the bonus conditions, the money will be confiscated.
I'm sorry, but unfortunately there's nothing we can do about that. Therefore, the deposit that led to this payout was credited back to your player account.
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2 years ago
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The course of the game from 03.03. -11.03. does not change anything that you on 05.03. bought free spins during the Friday Reload Bonus and thereby violated the bonus terms and conditions. The bonus was on 05.03. implemented. Accordingly, the bets made play no role at all afterwards.
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2 years ago
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the winnings were made before the bonus, account balance was over 550 or over 600 euros before the bonus. This is not ok to withhold 550 euros. you couldn't keep all previous winnings just because you made a mistake for nothing. if i made the winnings on the bonus i can accept.
Something else with the bonus purchase is the base 20 cents.
So the 550 euros were unfairly kept by you.
Just pay the money back and the mistake will not happen again in the future.
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2 years ago
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And once again the bonus was wagered at around 12 noon. The purchases were made before, i.e. during an active bonus. You alone are responsible for this. The receipts are available and the screenshots have been uploaded here. Accordingly, we await Casinoguru's decision
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2 years ago
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the screenshots are not enough....i had made winnings before with bets of 20, 40 and 60 cents.....game history will prove that...my account balance was already more than 600 euros......just because of one Bought bonus with a base of 20 cents will keep 550 euros from the previous win, where the win was quite legitimate and not against the strange regulations......this is not okay.....the winnings up to the bonus were legitimate with no offense...so the money is not yours
I'm also waiting for Casinoguru's decision
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2 years ago
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just one last question
does the casino need to deduct the money from us using such a method?
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2 years ago
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I don't know what's so difficult to understand about that, it's not about when you made profits, but that you made bonus buys with an active bonus!
We don't deduct, that would be a bit unfair if you accuse us of something like that if you don't stick to the bonus conditions!
The error is on your side and I won't say anything more about it, the screenshots and your history prove it. You were the one who made bonus buys with bonus money, not us.
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2 years ago
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The regulations are formulated in such a way that you fall for them very quickly.
Ordinary people come into this world out of hopelessness and are always the losers.
Up until the point of the bonus, the winnings were all legitimate. Logically, I bought 10 games for 20 euros... so 2 euros per game.
Why are all winnings deducted before the bonus?....if DAS don't deduct!....history proves it.....that's why I requested history from 03/03/2022-11/03/2022..... SO...just pay my money back...the money doesn't belong to the casino.....and everything is fine again.....I have nothing more to say.
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2 years ago
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Sorry, but nothing is formulated in such a way that you fall for something. There is clearly a max bet of €5 and the following is stated in the bonus terms with regard to the bonus buy:
2.10. The bet size on all games with a "buy bonus" or "buy feature" option counts as the total cost of the spin, not the stake or value of the game round on which the feature or bonus is played. Example: Money Train with a bet of €1, the bonus buy is 80x (€80) so the bet for this round would be €80. Please also note that using the gamble or ladder feature that some providers offer also counts as a wager. If you e.g. For example, winning €10 on the Ramses Book game and using the gamble feature would count as a €10 bet and you would be exceeding the maximum bet allowed with an active bonus. Players who do so agree that their bonus and associated winnings will be voided.
The last sentence is important!
If you read the bonus terms and conditions, it is not difficult to stick to them
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2 years ago
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I have explained everything....the money is not yours....game history from 03/03/2022 to 03/11/2022 proves it
thank you for insisting to keep the 550 euro..... Wrongly
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2 years ago
Dear Falah,
CashiMashi Casino has their rules written clearly and you agreed with them when registering. I'd like to point out the fact there was even a notification regarding the maximum bet in the beginning. The casino representative already mentioned part of their terms and conditions which explain the situation and have provided us with the relevant evidence.
Unfortunately, there is nothing we can do in this situation as the terms and conditions of the casino were breached and we are not able to punish casino for enforcing their terms & conditions in this case.
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2 years ago
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there was no win on the bonus.....you kept all previous winnings.....wins were quite legit......stakes were 60 cents and under.....why does the casino keep money what was won legitimately?......also regulations can be pure rip off......the money doesn't belong to the casino.....just pay my money back......and i'll take that as a warning for the future and that's it.
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2 years ago
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The winnings are retained because, as has been said several times, free spins were bought with an active bonus. It doesn't matter whether they were clicked by mistake or because they were nervous, the fact is they were bought. And as has already been said several times and also stated in the bonus conditions and in the general terms and conditions, this is forbidden. It is also irrelevant whether the actual winnings were previously achieved in the bonus!
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2 years ago
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This is an excerpt from the chat history of 03/12/2022:
Falah Mohammed Hasan
what feature....my bet per spin was 40 cents
if i buy something, it's on a 40 cent basis
So if you buy free spins on the basis of 25 cents worth 25 euros, then the base counts....otherwise the casino would have deactivated the buying of free spins
And that is exactly what is wrong!
Please read the bonus conditions correctly!
2.10. The bet size on all games with a "buy bonus" or "buy feature" option counts as the total cost of the spin, not the stake or value of the game round on which the feature or bonus is played. Example: Money Train with a bet of €1, the bonus buy is 80x (€80) so the bet for this round would be €80 . Please also note that using the gamble or ladder feature that some providers offer also counts as a wager. If you e.g. For example, winning €10 on the Ramses Book game and using the gamble feature would count as a €10 bet and you would be exceeding the maximum bet allowed with an active bonus. Players who do so agree that their bonus and associated winnings will be voided.
It's explicitly described. The purchase price is counted as one round, as you can also read about it!
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2 years ago
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Furthermore, you can view the bets placed yourself, i.e. the course of the game. Simply select in your account under transactions, then bets and then the period. But the department has already sent you the complete history by email.
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2 years ago
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there's no point in talking about it.... the course of the game from 03/03/2022 to 03/11/2022 proves that the 550 euros were properly won......that means the casino wrongly keeps the money.
The history that was sent to me contains over 400000 lines....I didn't want to do that to casinoguru.....400000 lines to examine.
I made some screenshots from History betting casino.
you can clearly see the money was duly won......here are the screenshots
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2 years ago
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Here you can see when I bought the bonus
otherwise stakes are always 60 cents or below
and as you can see under the account balance.....the profits were for stakes with 60 cents and less
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2 years ago
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It's slowly enough. You have the purchases displayed in your game history. The purchases took place at 10.50 as you have documented yourself and the bonus was wagered at 12.00. It doesn't matter what bet size the purchases are, in fact the purchase is counted as one game round and this game round cost you €20. This is €15 over Max Bet. I won't say any more about it. I'm sorry, you don't seem to want to understand. You received the receipts yourself and are still arguing about it. You have voided all other bets on the day and before through the bonus buys whether you bought on 40 cents, 20 cents or 60 cents. The purchase price counts as one game round and one wager!!!
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2 years ago
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I still have some screenshots.
SO
for the last time
- Before I bought the bonus, I duly made the winnings, as the screenshots show, with stakes of 60 cents or less.
- If I had made the winnings in the bonus buy, then it would be acceptable to keep the winnings, although the rules were not entirely clear here either.
- the money does not belong to the casino.
- everyone says....this is rip off....this is stealing....no matter how stupid the rules are.
PAY my 550 euros back and everything is fine...if the casino doesn't pay my money then ALL is not fine.
this is my final answer..no matter how the decision is made. Everyone has to do what they think is right.
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2 years ago
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And it's still not about when profits were made, but that you made bonus buys with an active bonus!!!
But we won't comment on that anymore, you just don't understand that you have violated the bonus terms.
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2 years ago
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To the Casino Guru Team:
Thanks to the Casino Guru team, whatever the decision.
I tried peacefully. If I don't get my 550 euros, I will pass the matter on.
- Keeping the winnings during the bonus expiration is still acceptable.
- Collecting all winnings before the bonus expires is THEFT.
Thanks
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2 years ago
Dear Falah,
Although we are truly sorry and understand your frustration, it was said numerous times by the casino representatives, the maximum bet condition was breached and in this situation we are obliged to respect the casino's terms and conditions as it is a valid way to balance the bonuses.
Please let me explain, at the time you obtained your winnings, before you unfortunately crossed the maximum bet line, your bonus was not wagered, therefore these winnings were of no monetary value, until the bonus conditions were met. As the maximum bet was breached, the casino only acted in accordance with their terms and conditions, making your winnings voided.
I sincerely believe, you may have not done the bonus buy feature with any kind of bad intention, however we need to understand, that terms and conditions do apply in this case as well and the casino is obliged to enforce them. Another fact worth mentioning is that there was also a notification prior to your bonus wagering, therefore we assume the casino did what it takes to prevent you from doing so.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
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