HomeComplaintsCashiMashi Casino - The player's casino account got blocked.

CashiMashi Casino - The player's casino account got blocked.

Amount: €40,000

CashiMashi Casino
Safety Index:High
Submitted: 15 Jul 2023 | Case closed : 30 Aug 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player's casino account got blocked without any reason given. The complaint was rejected as the player's account got closed due gambling addiction and the remaining balance was paid out.

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1 year ago

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1 year ago

Hello linklo,

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? Did you gain your winnings with real money or did you use a bonus? Is the dispute amount in the complaint the amount accumulated in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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1 year ago


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1 year ago

I would like to ask CashiMashi to join us and help us explain the player's situation. Would it be possible to clarify the exact reason of blocking the account?

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1 year 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.

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1 year ago

We are not trying to contact the casino one more time in order to receive answer from them.

Edited by a Casino Guru admin
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1 year ago

We got in touch with the casino affiliate and currently trying to get more information regarding the case. I will post an update here as soon as possible.

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1 year ago

Hello,


the account has been closed cause of gambling issues. All accounts on the brand are flagged now. After the Sow, this was decided by the rg department. So it was a decision by the management.


There is no open withdrawl in the account


Kind regards


Cashimashi Management

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1 year ago

Dear CashiMashi Casino,

What about the player's balance? Could you please clarify the dispute amount of the complaint - is it somehow relevant and did the player have any balance when the account got closed?

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1 year ago

Hello,


the restbalance on the account was refunded to the players bankaccount from the RG department.


Kind Regards


Cashimashi Management

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1 year ago
Translation

That's not true.

More than €40,000 are still open

Automatic translation:
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1 year ago

This isnt true, you cancelled all withdrawls and played with the money. Thats why the RG-Team closed your account. If it is ok for you, I will send all screenshots to Nick. I just need an email adress.


Kind Regards


Casino Management

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1 year ago

Dear CashiMashi Casino,

If possible, please forward the mentioned evidence regarding the player's balance to nikolas.b@casino.guru.

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1 year ago

I sent it to you Nick.


Kind regards


Cashimashi Management

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1 year ago

Based on the received proof from the casino regarding the player's remaining balance, we will be now closing the complaint. The player's account got closed due gambling addiction and the rest of withdrawals were canceled.

Dear linklo,

As we have to close the closed based on the received evidence, but you would still like to continue resolving the issue, you can try to contact the casino's licensing authorities as they might be the last one to help you if you believe the casino did something unfair or wrong.

Wish you best luck.

Regards,

Nick

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