Thank you, CashWin Team, for providing information and evidence here and in my email.
Dear Norman123455,
I've received all the evidence including your account history and your full gamelog. Although I can understand the user experience with the whole situation is far from ideal, there are a few important factors I have to mention.
First of all, you mentioned you didn't want the bonus and " I always choose no bonus." this is not really correct as you have claimed a bonus before already and this second bonus was not declined by you when depositing. The option "No Bonus" is easily accessible on the deposit screen as shown here:
You were aware the bonus was credited to you based on this response from you:
"After my deposit, my account had €100 instead of €50, which surprised me and then I saw that a bonus had been added." and it is visible in the gamelog.
Instead of canceling the bonus straight away (when you didn't want it) you opted to play with the bonus. After you gained the winnings of €2692,2 you submitted and withdrawal and at this time you were asked to cancel the bonus if you wanted to withdraw. This pop up message was displayed to you...
I can agree with you that at this point your whole balance should be capped according to the rule 23.6.
23.6. 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 Bonus balance and all winnings accumulated during the bonus period will also be voided.
And only your initial deposit of €50 should be left in your balance. However, due to the high volume of requests during New Year's Eve, the verification team was able to check your account only a few days later and not on the same day. The system didn't automatically cut the balance, and the verification team had to do it manually. This is a standard procedure.
Nevertheless, after reviewing your gameplay, it has been discovered that you placed multiple bets above the maximum bet limit while playing with the bonus. You placed bets in the amount of €40 in some cases, which highly exceeded the limit of €5. These bets were placed before you canceled the bonus, and with this in mind, you were sadly not entitled to any winnings at all. Please understand that once there is a withdrawal request submitted, the casino team checks the gameplay, which takes a bit of time, and it is only at this point that the casino team finds any inconsistencies.
Once the verification team adjusted your balance, you continued to play with your real funds and unfortunately lost them.
I again agree with you that, from a user experience point of view, the whole situation was far from ideal, but considering all the abovementioned factors, I am afraid there is not much that can be done. Please let me know if I can assist you with anything else, but I'm afraid I will be forced to reject this complaint.
Thank you, CashWin Team, for providing information and evidence here and in my email.
Dear Norman123455,
I've received all the evidence including your account history and your full gamelog. Although I can understand the user experience with the whole situation is far from ideal, there are a few important factors I have to mention.
First of all, you mentioned you didn't want the bonus and " I always choose no bonus." this is not really correct as you have claimed a bonus before already and this second bonus was not declined by you when depositing. The option "No Bonus" is easily accessible on the deposit screen as shown here:
You were aware the bonus was credited to you based on this response from you:
"After my deposit, my account had €100 instead of €50, which surprised me and then I saw that a bonus had been added." and it is visible in the gamelog.
Instead of canceling the bonus straight away (when you didn't want it) you opted to play with the bonus. After you gained the winnings of €2692,2 you submitted and withdrawal and at this time you were asked to cancel the bonus if you wanted to withdraw. This pop up message was displayed to you...
I can agree with you that at this point your whole balance should be capped according to the rule 23.6.
23.6. 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 Bonus balance and all winnings accumulated during the bonus period will also be voided.
And only your initial deposit of €50 should be left in your balance. However, due to the high volume of requests during New Year's Eve, the verification team was able to check your account only a few days later and not on the same day. The system didn't automatically cut the balance, and the verification team had to do it manually. This is a standard procedure.
Nevertheless, after reviewing your gameplay, it has been discovered that you placed multiple bets above the maximum bet limit while playing with the bonus. You placed bets in the amount of €40 in some cases, which highly exceeded the limit of €5. These bets were placed before you canceled the bonus, and with this in mind, you were sadly not entitled to any winnings at all. Please understand that once there is a withdrawal request submitted, the casino team checks the gameplay, which takes a bit of time, and it is only at this point that the casino team finds any inconsistencies.
Once the verification team adjusted your balance, you continued to play with your real funds and unfortunately lost them.
I again agree with you that, from a user experience point of view, the whole situation was far from ideal, but considering all the abovementioned factors, I am afraid there is not much that can be done. Please let me know if I can assist you with anything else, but I'm afraid I will be forced to reject this complaint.