The player from Baden-Württemberg had faced issues with withdrawal after using Level Up Free Spins on Cashimashi, which were deemed as real cash by the support. However, the casino later attributed these spins to a no-deposit bonus, and limited his withdrawal. As a result, his withdrawal request was aborted and his balance was reset to 9.81 EUR. The player had provided proof of the conditions of the Level Up Free Spins and insisted on his right for the full withdrawal. After a series of communications, the casino admitted the misunderstanding and credited €50 to the player's account, but the player insisted on the full €100. After further discussions and clarifications, the casino credited the remaining €50. However, the player had faced issues withdrawing the credited amount. After several more exchanges and instructions from the casino to wager a part of the balance, the player finally managed to withdraw €100. The issue was successfully resolved with the player confirming the receipt of the withdrawal.
CashiMashi Casino - Player’s winnings from free spins have been limited.
Amount: €100
CashiMashi Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello,
I received a no-deposit bonus on Cashimashi and played it up to 40.19 EUR. I completely cashed out this amount. Afterwards, I noticed that I had received some Level Up Free Spins from the site and began to play them.
I contacted the support to inquire if these spins fell under any bonus condition and was informed that these Level Up Spins are real cash and do not fall under the bonus conditions.
With a bit of luck, I was able to play the free spins up to 100 EUR and requested to cash this out.
However, this withdrawal has been aborted on the grounds that the spins belong to the no-deposit bonus, and I am allowed to cash out a maximum of 50 EUR. As a result, the withdrawal was aborted and my account was set to 9.81 EUR, which I am also unable to cash out.
Hello Luther01,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cashimashi Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you deposited into the casino? When was the last time you spoke to the casino and what was it about? Is there any relevant proof which would show that the casino claimed it was real money as the screenshot you provided can't be taken into consideration as it is not visible from which site this chat comes from?
Looking forward to your answer.
Regards,
Nick
Hello, yes the account has been verified since Sunday evening. My last deposit is >180 days+. The last time I spoke to the casino was yesterday, where the screenshot came from. Today I spoke to support again, who also confirmed to me that the Level Up Free Spins do not have a max cashout.
*I spoke to support about the bonuses before the withdrawals, where I found out what the conditions for the level up bonus are. They informed me that the bonus is raw, which is why I opened the complaint. Because the 1 Free Spins bonus was subject to bonus conditions (max cashout 50 EUR), which is why I made the first payout at 40.19 EUR, so after that my balance was at 00.00 EUR, after which I got the level up bonus, which, as you can see As you can see in the screenshots, it has NO bonus conditions and is therefore completely raw. I earned 100 EUR and paid it out and received an email that said:
Hello Phil,
We are writing to you regarding your €100.00 withdrawal request.
Unfortunately we had to reject the withdrawal because the winnings were achieved with a bonus that has a maximum withdrawal limit of 50 EUR.
Your balance has been adjusted to €9.81 and you can submit a new withdrawal request.
If you have any additional questions, concerns or comments, please do not hesitate to contact our customer service team.
Best regards,
Payments cashier.
Although this email is only half correct, as the first bonus only had these conditions.
It would be a shame if I had to give up on this site because of this negative experience, as I haven't had any bad experiences with it so far and it's only been a long time since my last deposit because this site was apparently down for a long time.
I would be happy if this problem could be solved because in my opinion I am entitled to the payment and the whole thing is probably just a misunderstanding.
Hello Luther01,
Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru?
Yes, I have already forwarded everything
Hello Luther01 and thank you for all the information provided. As the casino support claimed that the bonus has no max cash-out, neither the site states and rules regarding the level up bonuses, I believe that the winnings should be fully paid out without any restriction. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Luther01,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite CashiMashi Casino to join the conversation and participate in the resolution of this complaint.
Dear CashiMashi Casino,
Can you explain why the player's winnings were deducted despite being told by your live chat agent that there were no rules for this bonus?
Thank you.
Kind regards,
Tomas
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 Luther01,
I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will now extend the timer by another 7 days to see if anything can be achieved.
I will keep you updated on any developments. Thanks for your patience.
Hello Luther01,
After re-examining the case, we would like to sincerely apologise for the misunderstanding. There is indeed no maximum cashout on the free spins. As compensation, we have credited €50 real money to your account.
We hope that this credit will make up for any inconvenience and will be happy to answer any further questions you may have.
Best regards
Thank you for your reply.
Nice to see that the whole problem is actually just a misunderstanding.
I just don't fully understand why only 50 EUR when my actual payout from these free spins is 100 EUR.
I would be happy if we could clear up this misunderstanding so that nothing stands in the way of our future together 🙂
Hello Luther ,
I have booked another €50 on your account and wish you a nice day
Thank you for your understanding.
Unfortunately, I currently only have €50 in my account 
Dear CashiMashi Casino,
Can you please update us once you have added the missing €50 to the player's account balance?
Thank you.
Unfortunately I couldn't pay out because I have to wager the money again 
Hello Luther01,
I have received an update from the casino representative that, unfortunately, you played your balance down to zero. Is that correct?
No, I didn't play. 
However, as stated above, my withdrawal was declined.
Can you please post a screenshot of your balance with the current date and time displayed in the bottom right taskbar corner?
Thank you. Let me clarify the situation with the casino's representative now. I will keep you updated.
Dear Luther01,
Can you please update us on your current status? As I was informed, it appears your withdrawal is in progress. Thank you.
The withdrawal has been requested but not yet processed. I will report back here once the payout has been processed.
The pending withdrawal was rejected again for the same reason. However, another €100 was credited to my account.
If it's okay with the casino and would make the process easier, I would try to wager the €200 with x1 wager.
However, I would like to get confirmation from the casino before I start taking the risk, as I wouldn't actually want to touch the money.
Hello Luther01,
This is the information I've received from the casino representative:
Please wager a total of €100 of the €200. Please contact Live Support briefly after making a withdrawal request. We will forward this directly to our finance department for processing in order to avoid any further inconvenience. Important, he must come into the chat after the withdrawal request and let us know briefly.
Can you please follow these instructions and let me know about the outcome? Thank you.
I received the 100€.
Many thanks for your help.
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Luther01, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
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