The player from Germany had a total payout of €9,261.37 from CashiMashi Casino which was refused. The player stated that the casino accused him of manipulative gameplay, a claim he strongly denied. The casino also failed to provide a refund as stated in the email. The player's account was closed. However, after gathering all the necessary information and details from the casino, the complaint was closed as unjustified due to breaching the casino's terms and conditions - bonus abuse and multiple accounts or close collusion/strong connections between several casino accounts. The casino acted in accordance with its terms and conditions, and we accept its decision.
CashiMashi Casino - Player’s winnings confiscated due to alleged manipulative gameplay.
Amount: €9,261
CashiMashi Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
Public
Public
1 year ago
Translation
hello,
I was able to request a total payout of 9261.37 euros in September/October using the weekly reload bonuses 50 and 70 percentage at Cashimashi split into 3 payouts
I deposited several thousand euros for this purpose
I am unable to provide an exact figure as my account has been blocked, thus preventing me from checking the transaction history
1st payout: €2830
2nd payout: €3140
3rd payout: €3280
https://www.cashimashi.com/en/promotion/reload-bonus
https://www.cashimashi.com/en/promotion/thursday-bonus
The payout was pending for 3-4 weeks
before I received this email:
Hello,
We are writing to you regarding your payout request of €9,261.37. Following an internal audit, the management has decided to close your account. According to our bonus terms and conditions:
1.23. We reserve the right to review your gameplay/transaction logs. You hereby consent to us doing this in advance. If, following a review, it is found that you have attempted to engage in or have participated in a manipulative gameplay strategy to draw an advantage from the bonus awarded to you by the casino, we reserve the right to refuse your promotional claims, winnings or bonus, to withhold, revoke or withdraw them, sever your connection to our website, and/or lock your account. In these circumstances, we are not obliged to refund you the amounts in your account except the original deposit amounts.
We have rejected your payout request, subtracted your balance, and refunded your deposit in the same manner.
Kind regards,
Payments Cashier
In response to this, I am writing this complaint as I have won honestly and have not partaken in any manipulative game strategy. The casino also fails to provide any details or evidence as to how exactly I am supposed to have cheated, making only an unfounded assertion.
I also did not receive the refunds as stated in the email
My account is fully verified and this is not my first payout
Automatic translation:
Public
Public
1 year ago
Dear bernd30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed bonuses from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
1 year ago
Translation
-I don't know anyone but me and no one else uses my IP address
-My cashimashi account is already around 1 year old and the account confirmation and verification was successful
Automatic translation:
Public
Public
12 months ago
Thank you very much, bernd30, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.
Public
Public
11 months ago
Hello, bernd30,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite CashiMashi Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear CashiMashi Casino team,
Could you please provide us with an explanation of the player's situation in more detail?
Since we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
Has any of the player's deposits been refunded as stated in the email from the casino? If not, when can he expect the payment(s)?
If it suits you better, feel free to use my email address to share the details (branislav.b@casino.guru).
Thank you in advance for providing the information.
Public
Public
11 months ago
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.
Public
Public
11 months ago
Dear bernd30,
The casino stopped responding, but I was in contact with the casino representative outside the thread, and I was told that he would provide me with the requested information and details. I will try to contact him once regarding the matter again, and let you know when there is any news or progress.
Therefore, I am extending the timer once again for the casino and will wait for a response.
Thank you for your patience and understanding.
Public
Public
11 months ago
Dear bernd30,
I managed to get in contact with another casino representative who provided me with the details.
However, after gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about bonus abuse and multiple accounts or close collusion/strong connections between several casino accounts.
The casino acted in accordance with its terms and conditions, and we accept its decision.
I am 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.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, CashiMashi Casino Team, for providing information and for your cooperation!
Best regards,
Branislav, Casino.Guru
