HomeComplaintsCashiMashi Casino - Player’s winnings have been confiscated.

CashiMashi Casino - Player’s winnings have been confiscated.

Amount: €2,000

CashiMashi Casino
Safety Index:High
Submitted: 18 Mar 2021 | Case closed : 23 Mar 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 years ago

The player from Germany had his winnings confiscated due to placing a bet higher than allowed. The player used an in-game feature, and unfortunately, the results of this feature were counted as a bet. Since all of these bets breached the maximum allowed bet of €5, we were forced to reject this complaint.

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3 years ago
Translation

Although I played in the cashimashi casino with the welcome bonus, of course I first read the bonus conditions carefully and followed them.

I implemented my bonus and in the end I won a total of 2000 euros, which is also the maximum payout amount that can be won with the welcome bonus.


I have submitted a payment request for 2000 euros


That was rejected because I allegedly made a bet over 5euro, which I didn't!


Yesterday I wrote to the casino with a worker whether everything was okay and he told me that everything was okay and she assumes that the money will be paid out to me in the next few days


I just wrote an email to the support and described the fact that I did not exceed the stake of 5 euros. I have requested a detailed check and my whole bonus history I also said that I would contact the mga otherwise if it was.


First I looked again to see if what they said was true, whether it might not be true, I actually saw stakes of 10.15, 55.85 euros, which I have never made - those were wins that I won from the bets, i.e. with 3 euros I got a picture of 25 euros and pushed this 25 euros up to 55 euros or 150 euros and it simply says that I would have made such high stakes even though I never made a bet over 5 euros and only win those that I did not push up with stakes over 5 euros on the ladder I have just described all of this to the casino support now I am waiting for what they will answer I told them that they should show their own casino technician my game process because that proves that I did not violate the bonus, which I also did I find it strange that they wrote to me in the email that my 2000 euros were canceled but 10 euros real money was credited to me n was that again, don't you think so? I mean if you have allegedly violated the bonus, why do you get money again?


Please help me I am stunned at how hard the casino Cashimashi tries not to pay out money even though you are right.


Can someone please help me or tell me how I can get a reasonable review or how I can send a complaint to the MGA so that the MGA can properly review my facts? Would be very grateful for that


I would be very grateful for any help.


Ps

Of course, I stayed matter-of-fact and friendly.


I am very disappointed with the casino I hope you can help me get my winnings because I'm right

Thank you. 🙁

Automatic translation:
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3 years ago

Dear Nijazi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Bonus T&Cs (https://www.cashimashi.com/bonus-terms), and I found the term casino is referring to:

„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."

Nijazi, please could you forward your whole game history from the bonus play together with a link to the specific bonus that you have redeemed and played?? My email address is kristina.s@casino.guru.

Also, if there is any other relevant communication between you and the casino (except the attached screenshots), please forward it as well.

Looking forward to hearing from you.

Best regards,

Kristina

Edited by a Casino Guru admin
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3 years ago
Translation

Hello, I wrote to the manager of cashi mashi support

Automatic translation:
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3 years ago
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I will keep everything as short as possible and describe it in detail

Edited
Automatic translation:
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3 years ago
Translation

Yesterday, when I filed a complaint here, I found out who the manager of the cashi mashi casino is, of course I wrote him the same text as I shortened the normal support, I can only say that he was not the least bit insightful, he only has that hold again what was already sent to me by email with the bonus violation.

I have made screenshots that I will send you by email I have also received the bonus history I unfortunately do not know how to send it to you, you can tell me in detail how I will send you the history, I do not know anything about it.


I was able to discover in the bonus history that there are higher stakes, for example


It says bet € 31.50, win € 50


Especially since these are the stakes

doesn't even exist because it just does


betting stakes gives the value


(0.10 / 0.20 / 0.30 / 0.50 / 1.00 / 2.00 / 3.00 / 5.00 / 10.00 / 20.00 / 30.00 / 50.00 / 100.00 /)

To have.


And what is there is 31.50 euros bet


Is the money

What I won with, for example, a 3 euro stake and finally pushed it up with a high pressure ladder but I never made a bet of 31.50 euros because firstly there is no such stake and secondly I checked the bonus conditions very carefully and acted accordingly when playing .


I don't know if that's the money I won with the bet

(not more than 5 euros bet)

And pushed up on the 150 euro ladder


EVEN IF THIS WAS SO, THIS WOULD NOT BE A REASON FOR MY 2000 EURO ADDITIONAL ADDITIONS.


Because and now comes the important thing I was not told that the money won from the stake not exceeding 5 euros may be pushed up the ladder because it would otherwise count as a bet, nor is it in the terms and conditions or in the bonus conditions or anywhere in general in the cashimashi casino !!!


So the confiscation of my 2000 euros is null and void and I have not violated the bonus.


I am very grateful to you and the whole team that you help us.


They really do everything they can to avoid paying out the money.


Ps I will email you all the screenshots that I wrote with the manager.


I thank you very much again and hope that I get my money beld which is due to me.


I am waiting for your reply.


Kind regards Nijazi H ***

Edited by a Casino Guru admin
Automatic translation:
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3 years ago

Nijazi, thank you very much for your reply. You can send me the game history by forwarding the whole email containing the document from the casino to my email address kristina.s@casino.guru. Thank you in advance.

Edited by a Casino Guru admin
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3 years ago
Translation

Hello Mrs. Stark,

I have emailed you just like that, including my game history.


Greetings from Nijazi


Automatic translation:
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3 years ago

Nijazi, I checked the Bonus T&Cs (https://www.cashimashi.com/bonus-terms) and I found this:

"2.10. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example, Money Train at €1 stake, the bonus buy is 80x (€80) so the bet size for this round would be €80. Please also note that the use of the risk or ladder function that some providers offer also counts as a bet. For example, if you win 10€ in the Ramses Book game and use the Risk feature, this will be counted as a 10€ bet."


This means, that the results of the ladder function were counted as actual bets according to the T&Cs. I am very sorry, but in this case, there is nothing more we can do, since all these bets are higher than allowed, and the casino warns players about it in Bonus terms.

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 and we will try our best to help.

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