HomeComplaintsCashpot Casino - Player’s money was confiscated. The casino didn’t explain why.

Cashpot Casino - Player’s money was confiscated. The casino didn’t explain why.

Amount: €3,000

Cashpot Casino
Safety Index:Very low
Submitted: 03 Jan 2020 | Resolved : 12 Feb 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 years ago

Marko from Germany wanted to withdraw his winnings, but the casino confiscated all the money. He doesn’t know why.

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4 years ago
Translation

Hi there,

I paid € 120. Then I received a bonus and wagered the entire money according to the specifications.

I then wanted to have 1000 € paid out. Then they gave me the € 1000 and an additional € 2000, which were still on my account, to the amount of € 120.

Then I wanted to at least have the 120 € paid out again and they also set the 120 € to 0 €.

My highest stake during the entire season was € 5 per game and I only played with slot machines. I also didn't get any feedback as to why everything was confiscated.

Best wishes

Marko

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4 years ago

Hello Marko.

We are very sorry to hear about your troubles. Could you please login to your account and send us your game history? Please, tell us exactly which bonus you used, so that we can investigate the issue. 

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4 years ago
Translation

Hello, in the meantime at least the paid amount has been transferred back. (120 €)

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4 years ago
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Hello, I used the welcome bonus where the bonus is automatically credited to the deposit balance. I can hardly add the course of the game because there are over 23000 game rounds.

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4 years ago

I would like to ask Cashpot casino representatives to help us in this case. Could you please explain to us what happened and why Marko's winnings were voided and only deposit returned?

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4 years ago

Dear Marko and Casino Guru

 

We appreciate you bringing this matter to our attention. 

 

@Marko, please bear with us as we investigate your concerns.  We will update this post once we finalised the review of your account.

 

All the best,

 

Cashpot Casino

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4 years ago

Dear Marko and Matej

 

We have finalised the review of your account and here is the outcome.

 

Under 13.6 of the Terms and Conditions:

If 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.

 

Your only deposit is €120 and therefore the maximum payout is x10 of your deposits.  We can confirm you have successfully received the refund of your deposit and therefore the €1000 pending withdrawal has been reinstated.  

 

Your pending withdrawal will be processed once you finalised the KYC. Please visit the Live Chat if you need help providing the documentation to verify your account.

 

Kind regards

 

CashPot Casino

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4 years ago

Unfortunately, Marko, based on what casino wrote here, they were acting according to their T&C's

 

Based on our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#hidden-predatory-rules-examples

 

We consider such a rule as predatory, but only in case when a player plays without a bonus. We already consider this fact in our rating. (deduction 2 points) and we mentioned this rule in our review and pros &cons.

 

We already spoke with this group about this rule and tried to convince them to change the rule, but they want to keep it in their T&C's

 

Because you played with a bonus, even we dislike this rule, we believe that casino has the right to apply the rule 13.6 against you. You should be able to withdraw €120x10 = €1200  

 

Please follow casino instructions and finalise your KYC to be able to withdraw your winnings.

 

I hope you understand our decision and enjoy your winning.

 

I would like to thanks both parties for cooperation with the hope that all is now explained.

Edited by a Casino Guru admin
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4 years ago
Translation

Hi there,

if this rule is so, nothing can be done and I will of course be happy about the profit.

For a week I have been trying to get feedback whether all the documents are available. Today I was told that the back of the CreditCard is missing. I have sent it again and hope that everything works now and I will contact you again if it worked.

Thank you.

Greetings Marko

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4 years ago

Let us know Marko when your withdrawal would be successful, and we will close the complaint.

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4 years ago

Hello Marko.

Any updates?

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4 years ago
Translation

Hi there,

I haven't received any money yet. The live chat wrote to me on Tuesday that the transfer was carried out on Sunday. But as I said, I haven't got anything yet.

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4 years ago
Translation

Hi there,

I have just received the money

Thank you very much. Greetings Marko

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4 years ago

Dear  Marko,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

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