CashiMashi Casino - Player’s winnings were confiscated.

Hello!

I had a ''Father's day bonus'' @ CashiMashi they emailed me about it.

I had my last 40 euros on my gambling account, and I thought I'd give it a shot! (lost 500 euros just before)

Anyways, I played mostly Scarab queen from Pragmatic play , Dog house, and El paso Xnudge. When I had around 70-80 euros left I played El paso Xnudge, 0.5 euro bet and I hit 3 scatters and that last thing, where you get a ''better bonus'' I Believe, first time I play it.

After wagering, with 2 euro bets on Scarab queen for around 20 minutes, I'm left with 800 euro'ish after wagering. I decide to cash-out. 05-12-2021. 2 days later (30 minutes ago) I get a mail:

Hello,

Please note that your withdrawal request has been declined, as the maximum bet allowed while a bonus is active is €5, so your balance has been adjusted accordingly.

Feel free to make a new withdrawal request

If you have any other questions, concerns, or comments, please do not hesitate to contact our customer service team.

Sincerely,

CashiMashi Cashier

payments@hd.cashimashi.com

www.cashimashi.com

They took away 760 euro's and left me with my initial deposit of 40€.

I'm well aware of bonus terms and which games you may play, how much you can bet at max etc. (I've been in this business for around 10 years now) My max bet during the bonus period was 2 euros.

They are taking me for a fool, I know that they would LOVE if I'd bet over 5 euros and take the money straight outta my pocket.

But that's not the case.

Dear Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casino's Bonus T&Cs (https://www.cashimashi.com/en/bonus-terms) 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, and the casino has the right to seize the player's winnings from bonus play after breaking this rule. Since it seems you are sure, you didn’t bet more than the maximum allowed amount of €5, we will try our best to help you.

Alexander, could you please forward your 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.

Best regards,

Kristina

Hey! Has emailed you answers, pictures with information.

Thanks.

Thank you very much, Alexander, for your email. Correct me if I am wrong, but I feel like this isn't the whole game history. We need to see the full game history in order to proceed with this case. Would you be so kind and provide it?

Also, could you please clarify if you have used any in-game features while playing with this bonus?

Hello again.

I have more in game history who say that I only bet 0.2-2 euros on about 1000 spins, they hang on to a crystal ball win of 10.15 euros with 0.35 euros bet. They say that a special function "ladder" where I pressed once where it said that you risked 0.15 euros to be able to get about SEK 45 more. There is nothing about it in the rules that you can not press the "steps" when collecting the bonus win which was 10.15 euros. All my winnings and 'big wins' come from games that are not restricted. And with regular bets that are up to 2euro. They do everything to ruin your mood and access as much as they can?

Alexander, I checked the bonus T&Cs (https://www.cashimashi.com/en/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 are counted as actual bets according to the T&Cs. Unfortunately, if you used this feature, you breached the maximum allowed bet and I am afraid there is not much more we can do here. Please, let me know if this is not the case, otherwise, I will be forced to reject this complaint.

Okay!

I may have pressed the '' ladder '' but not on purpose, it ended up in there when I would 'take the win' from the bonus game which was 10.15 euros in total if I remember correctly. If it happened to bet the 0.15 euros which was 0.01% of my balance, do they take the whole 760 euros then without thinking?

I think I only collected and happened to push myself into that ladder that has no significance for that win, I only traded with small bets 0.35 eur on that game.

Sincerely

I understand your frustration, but as I said previously, 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 this bet was higher than allowed, and the casino warns players about it in Bonus terms.

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to use the ladder feature, and, as a result, you breached the maximum bet rule.

Unfortunately, after gathering all the necessary information we are rejecting this complaint. 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.