Cashwin Casino - Player's winnings confiscated due to bonus terms dispute.

Ich habe bei Cashwin den 2ten Einzahlungsbonus 100% genutzt, ich habe 150 € eingezahlt. Das Cashwin Casino wirbt mit einen 100% Non-Sticky bonus, das heißt Gewinne im Echtgeld können, wenn man das Bonusgeld nicht genutzt hat, ausgezahlt werden. Ich habe mit meinem Echtgeld das Glück gehabt einen größeren Gewinn zu erzielen und wie bei anderen bekannten Non-Sticky Casinos habe ich das nicht genutzte Bonusgeld storniert und eine Auszahlung angefragt. Cashwin hat daraufhin von meiner Auszahlung alle Gewinne abgezogen und mir die Einzahlung wieder gutgeschrieben. Auch wenn ich Stundenlang versucht habe dem Support zu schreiben und zu erklären, dass ich das Bonusgeld nie genutzt habe (in meinem Profil stand übrigens auch: Echtgeldguthaben verfügbar: 550 €), beharrt Cashwin darauf, dass ab Einzahlungsmoment mit Bonus schon die 35 x (Einzahlung + Bonus) Umsatzkriterien gelten. Wenn ich das mit verwandten Casinos von Cashwin vergleiche, ist das total unwahr. Mein Gewinn wurde einfach so annuliert, das geht garnicht, denn die Umsatzbedingungen von Cashwin starten auch erst denn, wenn man das Bonusgeld überhaupt nutzt, ich habe das Geld nie genutzt.

Vielleicht erreichen Sie ja etwas. Vielen Dank

Dear woelkchen65,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashwin Casino.

I checked the bonus terms and conditions:

9.A player may cancel an active bonus at any time from the Profile section or by contacting us via Live Chat or email at support@cashwin.com. By canceling the bonus, the whole amount in the Casino Bonus balance and all winnings accumulated during the bonus period will also be voided.

I checked the casino's general bonus terms and conditions as well:

23.6. A Player has the right to cancel any bonuses without proceeding to their wagering, without any loss of their own funds. In the event the Player already played with bonus funds and decided to cancel the bonus before fulfilling the wagering requirements, all winnings accumulated during the bonus period will also be deducted.

23.12. In the case the Player has real money and bonus money in their account, real money gets exhausted first. As soon as bonus money is lost, the bonus is also lost.

Could you please send me the communication from the casino about the issue to my email at tomas@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo Tomas,

vielen Dank für die Überprüfung des Falles, die Auszüge der Bonusbestimmungen beziehen sich doch aber darauf, falls das Bonusguthaben genutzt wird, sehe ich das korrekt?

Der Support hat mir im Livechat geantwortet, den Verlauf habe ich nicht mehr zur Verfügung, daher kann ich keine E-Mail schreiben.

Punkt 23.6 sagt doch aus, dass nur wenn das Bonusguthaben gespielt wurde, die Gewinne abgezogen werden, ich habe das Bonusguthaben NIE gespielt.

In meinem Profil stand 550 € Echtgeldguthaben und das normale Bonusguthaben, das heißt ich kann den Bonus stornieren und mein Echtgeldguthaben auszahlen, verstehe ich doch richtig?

Das was passiert ist, ist also nicht korrekt!

I understand your point.

Could you please send me the correspondence (emails, chat transcripts) from the casino in order for us to have a complete picture of the situation? Please send it to my email at tomas@casino.guru

I'll await your reply.

We would like to address the recent concerns raised regarding the cancellation of the deposit bonus and the deductions made from the player's winnings. We understand how important transparency and clear communication are in such matters, and we want to provide a detailed explanation.

To recap the sequence of events, the player made a deposit of 202,49 EUR and received a 100% cash bonus, which added an additional 202,49 EUR to their account, resulting in a total balance of approximately 405 EUR. Subsequently, the player started their gaming session until their balance grew to 892,62 EUR.

At this point, the player decided to cancel the second deposit bonus of 202,49 EUR, and the remaining balance stood at 690,13 EUR. During the gaming session, the player wagered a total of 501,05 EUR from the bonus funds out of 14.174,30 EUR, which is the total required amount for fulfilling the bonus's wagering requirements.

In accordance with our terms and conditions, specifically section 23.6, which reads as follows:

"A Player has the right to cancel any bonuses without proceeding to their wagering, without any loss of their own funds. In the event the Player already played with bonus funds and decided to cancel the bonus before fulfilling the wagering requirements, all winnings accumulated during the bonus period will also be deducted."

Based on the above-mentioned clause, it is essential to note the following points:

1. The right to cancel bonuses: Our players are entitled to cancel any bonuses they have received without proceeding with the wagering requirements. This means that you had the option to cancel the second deposit bonus at any time.

2. Bonus and real money usage: When the player commenced their gaming session, they chose to play with both the bonus funds and real money. By doing so, it is considered that they had already started utilizing your bonus.

3. Wagering and deductions: As the player began wagering their bonus amount, they actively engaged in the process of fulfilling the wagering requirements. However, when they decided to cancel the bonus before completing the requirements, it triggered the deduction of all winnings accumulated during the bonus period.

In light of the points mentioned above, we processed the necessary deductions, resulting in the removal of the bonus-related winnings from the player’s account, while the initial deposit amount of 202,49 EUR remained untouched.

We sincerely apologize if any part of this process caused confusion or inconvenience. We highly appreciate the feedback, as it helps us identify areas where we can improve our services. As a responsible online casino, we emphasize the importance of our terms and conditions for a fair and enjoyable gaming experience.

Please take a moment to review our terms and conditions, as they guide our interactions and ensure a transparent and respectful environment for all players.

Kind regards,

Cashwin Casino

Thanks for the insight into the situation to the Cashwin Casino representative.

Dear woelkchen65,

Do you wish to dispute any of the points made by the casino?

Dear woelkchen65,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.