Cashwin Casino - Player's winnings are confiscated.

Dear Casino.guru Support Team,

 I am reaching out to express my deep concern and frustration regarding an issue I've encountered with Cashwin casino. I registered there about one month ago and participated in their welcome bonus program.

Then I experienced a significant win while playing within the bounds of the casino's terms and conditions. However, to my dismay, the casino has confiscated $911 of my winnings, citing alleged breaches related to bonus usage – specifically, changing my bet size and switching slots after notable wins.

I acknowledge that I did change my bet size and switch slots during my gameplay. However, my contention lies in the ambiguity and subjectivity of the casino's rules pertaining to these actions. The language used in their terms and conditions regarding changing bets and games is overly vague and lacks clear parameters, allowing the casino to interpret and enforce these rules in a manner that suits their interests.

Here is an email I got from the casino:

Hello,

I hope this email finds you well. We appreciate your continued support and activity on our online casino platform.

We regret to inform you that, upon thorough review of your recent gameplay, we have identified instances that violate the terms and conditions outlined in our policy. Specifically, we have observed actions that fall under the category of bonus abuse, as described in Section 23.3 of our terms and conditions.

Here is a summary of the actions that led to the voiding of your winnings:

Switching Games and Decreasing Stake: It has come to our attention that after achieving a significant win on a high-variance game, you switched to a low-variance game with a decreased stake. This practice is considered a violation of our terms and conditions.

As stated in our terms and conditions:

Abusing a promotion includes decreasing the stake after a big hit and switching to a low-variance game.

Violation of Bonus Usage Ratio: The Customer bonus ratio, calculated as the ratio of bonuses to the total wagered amount, exceeds the permissible limit of 40%. (I especially don't understand this accusation: I only received one 150 usd bonus and wagered it more than 12000 on slots). What 40% ratio are they talking about?

Given these violations, we regret to inform you that we have voided the winnings associated with the mentioned gameplay.

We understand that this may be disappointing, and we want to assure you that this decision is in accordance with our commitment to maintaining a fair and enjoyable gaming environment for all our players.

Should you have any questions or concerns regarding this matter, please do not hesitate to reach out to our customer support team. We are here to assist you and provide any additional clarification you may require.

Thank you for your understanding and cooperation in this matter.

Best Regards,

CashWin Support Team

I believe that the casino's decision to confiscate my winnings based on these actions is unjust, particularly given the lack of specific and clear guidelines in their terms and conditions. I am concerned that such vague rules can be exploited by the casino to invalidate winnings almost arbitrarily.

I kindly request that Casino.guru investigates this matter, taking into account the lack of clarity in the casino's terms and conditions regarding bet size changes and game switches. 

Thank you for your prompt attention to this matter. I trust that Casino.guru will work towards a fair resolution that addresses the broader issue of vague rules and interpretations.

Hello zudocs,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cashwin 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? When exactly did the casino cap your balance? Was this the first time you experienced issues with a bonus in this casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, my account was fully verified and I expected to get the payment any moment. Instead , I got my money confiscated. It all happened 2-3 days ago. I replied to the casino’s email (quoted above) and even asked them to reconsider before I turned to an online mediator. They did not reply. And no, I did not have any problems with this casino before, this was my first and only deposit with them so far.

Hello zudocs,

As we will require more details from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello zudocs,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Cashwin Casino to join the conversation.

Dear Cashwin Casino,

Could you provide me with an understanding of what advantage a player might unfairly gain by adopting a more cautious approach after having been fortunate and achieving a significant win? This type of behavior is quite prevalent among players. Please forward me the player's full game log at michal.k@casino.guru

After I won about 1300 eur, with more than 10000 in wagers ahead of me - I preferred to lower the bet and change the slot (to a more predictable one). After all, and I will not deny that, I wanted to win! Am I punished by the casino for this (very natural) behavior? Was I supposed to act in an opposite way - to do everything in order to lose all my balance? Does Cashwin casino only accepts players who lose all their deposited money? Is winning prohibited at this place? In such a case they should probably, disable a Withdrawal button.

Dear Casino Guru,

Thank you for contacting us regarding the deduction of the player's winnings. After reviewing his gameplay, it became apparent that a particular betting pattern was used, conflicting with our terms and conditions concerning bonus usage.

Upon thorough investigation of his gaming history, it was noted that he employed a strategy involving alternating between high and low volatility games, specifically Book of Fallen and Lucky Riches Hyperspins, with varying bet amounts while playing with an active bonus. The strategy included commencing with $5 bets on a very high volatility game, such as Book of Fallen with an RTP of 96.50 and very high volatility, followed by transitioning to $1.25 bets on a low volatility game like Lucky Riches Hyperspins, boasting an RTP of 96.52 and low volatility.

As per our terms, this specific betting strategy is considered a breach of our bonus policy, resulting in the deduction of his winnings. Upholding fair gameplay and adhering to our guidelines is paramount to ensure an enjoyable and equitable experience for all our players, this is also why the deposit amount was returned to the player

Should you require further clarification or wish to discuss this matter in more detail, please feel free to get in touch. We strive to maintain transparency and fairness in our operations.

Best Regards,

Cashwin Casino

What you try to present as a kind of the "evil strategy" is, in fact, nothing but a common sense. I played one slot, won some on it, then switched to a slot which gave me more chances to keep some of those winnings. And your main point is that I had to go against this common sense and play as if I wanted to get my balance back to Zero. Really?

Pay attention - I did not violate a single rule at your casino when it comes to the clear rules, like prohibited slots or maximum bet size. The vague rule, which you try to apply to my gameplay, is nothing but the last resort of your casino in their effort not to pay out the legitimate winnings. There is no any strategy involved in playing slots, you just keep pressing the Spin button and hope to win something. Prohibiting players from changing bet size or slot in the way you, the casino, MIGHT not to like - is an example of the rogue behavior on the part of the casino, on your part.

P.S. I especially liked the way you tried to exaggerate the variance of the Book of Fallen slot (which in fact is far from being "very high" variance slot) and the word "boasting" which you used to describe the RTP of the second slot which in fact has the same RTP as the first slot (not "boasting" this time?). All these words’ tricks you use make a very bad impression about your casino.

Sorry for the double post. Please, remove the upper one.

Dear zudocs,

Thank you for your response. I have removed the duplicate response.

Dear Cashwin Casino,

Even though I acknowledge that rule 23.3. (Abusing a promotion) exists in your casino terms and conditions I must question the basis of the assumption that the player gained an unfair advantage by switching from high-risk betting to low-risk betting after a significant win. This behavior is quite reasonable, as individuals, even those who enjoy gambling, tend to become cautious after experiencing winnings, fearing potential losses.

It is important to note that all casino games incorporate a house edge, ensuring the casino's profitability even when players place low-risk bets. Hence, there is no valid reason for penalizing such gameplay.

I kindly request that you reconsider your decision. According to our fair gambling codex, such rules are not deemed fair, and we firmly believe the player is entitled to their winnings, as long as no other rules were violated.

Dear Casino Guru Support Team, 

I hope this message finds you well. We appreciate the thoroughness and objectivity with which you handle such matters.

The player engaged in a betting pattern that we, as a responsible casino operator, consider to be an abuse of our terms and conditions related to casino bonuses.

Our terms and conditions clearly state that such strategic maneuvers, designed to exploit the system unfairly, are deemed as abuse. While we maintain the integrity of our rules, we also recognize the importance of fostering positive relationships with our valued players. In light of this, we have decided to take a more amicable approach to address the issue. 

To resolve the matter, we have chosen to reinstate the player's bonus with a modified set of wagering requirements. The bonus will be reinstated with a reduced wagering requirement, specifically set at half of the original amount. This compromise is a testament to our commitment to fairness and customer satisfaction while still upholding the integrity of our terms and conditions. 

We believe that this resolution strikes a balance between addressing the player's concerns and maintaining a level playing field for all participants. We remain open to further dialogue and appreciate your understanding as we strive to provide a fair and enjoyable gaming experience for all.

Cashwin Casino

Hello

So you confiscated 901 usd of winnings (cash) and then added 150 usd "back" in the form of a bonus? And you call it "to strike a balance"? Are you sure you have a proper understanding of the word "balance"? Do you want me to lose 150 USD (my deposit) in addition to the 901 USD you already confiscated? Asking me to make another round of bonus play after I already made 12000 in wagering risking every cent of my own deposited money - is a laugh (sorry for being, possibly, overly honest with you). And, in a very low turn of circumstances that will let me win again- you will apply your unfair and subjective rules to my gameplay one more time (why not?).

Anyway, I will repeat that, in my firm opinion, I legitimately won 901 usd at this casino and I will not agree to any "deal" but to receive all the money that I won in full to my crypto wallet. As was explained to you by the forum representative - they consider your actions unfair (same as me) and no deal will fix the situation but the full payout of winnings.

My best regards

Dear Cashwin Casino,

While I acknowledge your willingness to reconsider the initial decision and appreciate the offered resolution, I must reiterate our concern regarding the fairness of penalizing players who switch from high-risk to low-risk betting after a significant win, as per our fair gambling codex. It raises questions about the alleged unfair advantage, particularly considering that all casino games inherently include a house edge, ensuring profitability even with low-risk bets. Consequently, there appears to be no justifiable reason for penalizing such gameplay.

As a highly rated casino like Cashwin Casino, we would expect measures such as restricting games deemed advantageous for players on a software level or allowing bonus play exclusively on specified games. Unless no other rules have been breached, the player should rightfully receive the entire winnings. I kindly request you to reconsider your decision.

Dear Casino Guru,

After a thorough review of the matter and considering the feedback provided by both parties, we have carefully reevaluated our decision. In the interest of fairness and customer satisfaction, we have decided to return the winnings in full.

We understand the importance of providing a positive gaming experience for our valued players. Our goal is to maintain a high standard of customer service.

Please be assured that we have taken steps to address the underlying issues to prevent similar occurrences in the future. Your feedback is invaluable to us, and we appreciate the opportunity to improve our processes based on your insights.

We sincerely hope that this resolution demonstrates our commitment to fair and transparent business practices.

Cashwin Casino

Thank you for a fair decision. And thank you to all Casino.guru people for help. I will inform the forum when I get the funds

Dear All,

I'm glad the situation could be worked out. I want to express my gratitude to Cashwin Casino for their equitable stance and for reconsidering their initial decision. The willingness to accept constructive criticism and implement recommendations is a characteristic we highly appreciate, setting fair casinos apart from the rest. I'm pleased to note that Cashwin Casino exemplifies this commendable approach.

Dear zudocs,

Please let me know once you receive your winnings so that we can close your complaint as resolved.

Hello

Unfortunately, no signs of money from the casino until now.

Regards

Dear zudocs,

I had anticipated the funds being sent to you by now, but due to the festive season, it presents a challenge as the individuals handling your complaint are currently on holiday. I expect the processing to take place in the coming days. Although I recognize that this is not an ideal situation, the current circumstances unfortunately constrain our options. I thank you for your understanding and patience in this regard.

Money received. Thank you again for your help, Casino.Guru.

Regards

Great news, zudocs. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru