The player from Germany is struggling to withdraw his winnings. The issue was successfully resolved, the player received his winnings.
Cashpot Casino - Player is experiencing difficulties withdrawing his winnings.
Amount: €1,600
Cashpot Casino
Safety Index:Very lowSafety Index
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2.5
Cashpot Casino has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Good day,
I have a problem with the casino cashpott.
It is about a payout of € 1600 which is not paid out.
I just start over from about a month ago, I deposited € 50 at this casino and won over € 1000 (after feeling the wagering requirements, I was not sure how much I know exactly), but this casino has the following rule (which one apparently used but not mentioned, more later):
a player's accumulated deposit amount does not exceed € 200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the € 200 accumulated deposit amount.
Since I would like to have paid out more than € 500, I wrote to live support and asked if I would violate the terms and conditions if I leave my money in the account, make a new deposit, eg € 100 and claim a new bonus (wagering 100 + 100 x10)
Implement this and should still be enough to pay over eg 1000 € and keep something in the account for future games.
After some time the good lady finally understood what I meant and told myself that I could of course pay out and then play again. Whether the payment works is up to the finance department, but it would be a new payment.
So said done I counted the € 100, wagered the required amount and was really lucky so that it was a bit overwhelming and I had € 900 paid out (after I had deleted the bonus because this is required when paying out). Then the first attempt to prevent a withdrawal started which was seen as a mistake and the € 900 was paid out all well I happy :).
After the money was in my account I had some money in the casino account and turned over and won 1000 € but as I like to turn up I thought oh come on pay another 100 so that you can get a nice bonus and see if it is worth it and then.
So I accepted the bonus and after my payment including the new bonus (€ 100) I had exactly € 1077 in my customer account. Since I had already made a successful payout and I was invited to play, I assumed that it would be completely okay as it was the first time. After I had implemented the required 6600 € with my 1077 €, I had a credit which after I deleted the bonus should be a payment of 1600 €. That was the start of the ordeal.
The payment was rejected on the grounds that I would have received free spins on the money and these would only have brought € 7 so I bet too high.
After a complaint it was zero Wagner games and some discussions with the support I got a call in which I was repeatedly apologized and the money was paid out immediately after the weekend. So far so good…
About 3 hours later another colleague from the casino called me and told me there was a mistake and that the finance department would have made a mistake with the € 900 payout, this should only have been 500 and the rest should have been deleted so profits are mine I made it invalid because it was won with the money of the very first deposit and my deposits in between of € 100 each would be retained just like the profit.
On my arguments that I asked several times whether it is okay because I do not want to violate rules + in the meantime a payment took place + was paid in several times and after the first payment a total of over € 8000 was implemented and it is clear that I am on the I have been told to leave support statements well that doesn't matter that the management says and I can't do anything about it
When asked what would be with the last 2 deposits, he said 2 things:
1 they don't care
2 they will just keep egg because we have already transferred 900 instead of 500 I could be glad that I can keep the 200 more.
All contact attempts fail due to live support.
I misunderstand my question there? I mean
Eo in their agbs is that? I didn't do anything wrong, I assumed that it was the same as last time and the support said everything is okay.
And how do I know that they made a mistake somewhere? At least I was emailed there that I could play and would get bonuses.
Can you tell me what i can do
Ps for spelling mistakes I apologize my fingers are too big for my phone 🙂
Kind regards
Micha
Automatic translation:
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4 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem, even if I must admit, that I’m lost a little bit. Please, could you help me to understand this unpleasant situation completely? The withdrawal of €1600 was cancelled because you have bet more than maximum bet allowed? Do I understand it correctly that your last 2 deposits equal €200? We will try our best to help you to resolve this issue as soon as possible, but from what I understood, casino made a mistake with your first withdrawal, which shouldn’t have been approved in the whole amount. Please get back to me, looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Good evening,
first of all thank you for wanting to help me.
I'm sorry it's so cumbersome but that's exactly where the problem lies ...
The casino said for the first time that the stake would have been too high. After a phone call and several emails the error was seen and I was told the money would be transferred as soon as possible.
3 hours after this call, however, I received a second call, in which I was informed that there would have been an error when the first payment was made, which means that the remaining credit on the account would be used as credit for the first deposit of € 50 and all winnings would be invalid.
In the meantime I made 2 deposits of 100 euros each, so a total of 200.
I just write the rough process.
1. € 50 deposited bonus get wagered around the € 1500 bonus
2. Support asked if I can now delete the old bonus and make a new payment
3. Get a € 100 deposited bonus. Turned over about 1000 €
4. Payment of € 900 requested
5. Payment declined after a call to the support team. If the finance department made a mistake, the € 900 will be paid out.
6. € 900 were successfully paid out
7. I still had € 50 in the customer account, so I played a few rounds and got another € 100 bonus in between
8. Wagering requirements met € 1,600 were over after deducting the bonus balance
9 Payment requested
10. Payout declined - Reason: Too much stake because I won € 7 in Free Wagner games but played with € 15
11. After some contact to the support, it was seen that zero wagner games have no wagering requirements but the deposit counts for the calculation of the max bet.
12. I received a call in which the lady apologized several times and assured me that the money would be paid out next Monday. You would have made everything happen.
13. 3 hours later, another employee called and there was a back and forth in which he (allegedly) forwarded something to the management three times, but they rejected all reasons.
14. Final reason because I still had 50 Euro credit after the first payment, all winnings made later would be invalid because the money won with money from my first deposit.
Because actually only 500 should have been paid out (although I had in the meantime paid 100 more before the payment) and the rest should have been deleted since this did not happen, the profit would be declared invalid and since 400 were paid too much my 200 would be paid out withheld the last 2 deposits.
But according to AGBS I didn't commit any scams and I asked support. I can't do more.
I hope I was able to explain the situation to some extent, since it is quite a to and fro.
The whole thing has been going on for over 3 weeks now.
Even if a mistake was made and the second deposit was not valid, I cannot understand it at all because the money was paid out the first time.
If you need my phone number, I will be happy to share it with you, perhaps it will be easier to explain. If it is possible, I would also like to call otherwise.
PS: I put the spelling on my cell phone again;)
LG and a huge thank you that you want to help
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4 years ago
Thank you very much Michael for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Translation
Good evening,
Thank you very much. Then I will wait for feedback from your colleague.
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4 years ago
Hi Michael,
Sorry for the delay. I looked at your case and would like to ask you some additional questions. Let's talk about this rule:
"a player’s accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."
If you deposited €50, then €100, it is less than €200, but you should be able to win and withdraw up to X10 last deposit, which is 10X€100 = €1000. So why would the casino only let you win €500? The last deposit in this case wasn't €50, it was €100 right? Do I understand the situation correctly? Do you have any screenshots of conversations with the casino support?
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4 years ago
Translation
Hello no problem let yourself all the time you need :)
As far as the first payout is concerned, I see it exactly as you should have had the first time paid out € 1000 and not 500.
I paid 900. The casino seemed to see it that way at the time.
But after that I paid another € 100, which meant that I crossed the € 200 limit and therefore no longer have a limit. Live support told me that. (Literally from now on you can pay out up to € 5000 a month.)
As I said, there were 3 deposits.
Now that I have requested a withdrawal of € 1600, according to the casino, only the very first deposit of € 50 counts, which would be completely irrelevant afterwards.
Unfortunately I have no screenshots of the chat, much was also discussed on the phone.
I also do not understand why the casino thinks that my first deposit would count because you have already accepted the second deposit with the payment of € 900 and therefore my 3rd deposit cannot be invalid all at once, can it?
What is the right to my withdrawal request of € 1,600 or am I wrong? According to the casino, all of this would be invalid and the entire € 1,600, which included my 3rd deposit, was deleted.
According to support, the management would reject all inquiries every time no matter what reason the support would have given to make it work.
If you have any questions, please do not hesitate to contact me
Best Regards
Micha
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4 years ago
Translation
Just to make this clear.
The reason for rejection is not the amount of the payout per se.
Basically, items 2 and 3 will be invalidated afterwards because I would have mixed it with the money from the first deposit.
The employee tried to explain to me on the phone that I should have done the following:
After deposit 1 (€ 50) I would have had to have my account completely paid out so that everything over € 500 is deleted.
Then I should have made deposit 2 (€ 100).
Then I should have had everything paid out again.
And only then could I have made the 3rd deposit.
I could not find such a rule in the terms and conditions.
Unfortunately I have nothing in writing of it, just the explanation on the phone.
Now something has happened I wrote the support again and took a few screenshots
Should I upload them here?
Sincerely yours
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4 years ago
Hi Michael,
Now I understand the situation completely. Was there any indicator or a warning in your account that would inform you, that you have to withdraw the winnings after each bonus? If there was no warning, the casino support told you it was alright to mix funds and there is no word about this in the casino's T&Cs, I'm strongly convinced the casino should pay you in full. I will try to contact the casino and we'll see what can be done. However, it may be difficult to get a reply since the casino has quite a low rating on our website. You can upload the screenshots in the meantime.
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4 years ago
Thank you for bringing this matter to our attention.
We have passed the issue to our Compliance team for investigation.
Post will be updated once the investigation is completed.
Regards
Cashpot Casino Support
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4 years ago
Translation
Good day,
I received the following email today:
Hi Michael,
My name is Amelie and I take care of your account.
We checked your payment of 1600 euros again and it was confirmed. We apologize for a little misunderstanding and make our maximum so that the money will be transferred very soon!
We will be grateful if you remove the complaint from Casino GURU.
Stay active with us, use our daily offers and win even more!
For more information, log in to our live chat 21 hours a day.
Best regards,
Amelie, VIP manager
I'm curious whether the casino will adhere to it and will inform you immediately if I have more information :)
Kind regards
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4 years ago
Michael
Thank you for the update.
The casino's finance team has confirmed that the withdrawal of 1,600 Eur was paid to your nominated account on 22 March 2020.
Kindly let us know, once you receive the funds.
Regards
CashPot Casino
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4 years ago
Hi Michael, could please confirm if you received your winnings so we can close the case? Thank you.
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4 years ago
Translation
Good day,
sorry for the late reply. For health reasons, I was unable to respond earlier.
The money has reached my account in full.
I am firmly convinced that without your help there would have been no payment and I would like to thank you very much.
Thanks again to the entire Casino Guru team and especially thanks to you Peter M.
Best regards
Michael
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4 years ago
Hello Michael,
I'm glad to hear that your issue got resolved. I will now mark it as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
