The player from Germany had won €4,985 using a Thursday bonus but faced issues when he attempted to withdraw €2,000, which resulted in a cancellation and an adjustment of his total winnings to €1,464. He stated that the terms and conditions did not indicate a payout limit for the bonus used. After communication with the Complaints Team, his balance was corrected to €4,000, and the issue was marked as resolved once the payout was completed.
CashiMashi Casino - Player’s withdrawal has been delayed and winnings adjusted.
Resolved
Our verdict
Case closed
Amount: €4,985
CashiMashi Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Hello, I played with a Thursday bonus on March 6, 2025, and won €4,985 with the bonus money. After wagering, I requested €985, which was paid out. When I then requested another €2,000, it was canceled, and my €4,000 was adjusted to €1,464. I received an email stating that my winnings were earned with a bonus that has a maximum payout limit. According to the terms and conditions that I read under point 8, there is no payout limit for this Thursday bonus.
I ask you to help me in this case
Thank you kind regards
Automatic translation:
Public
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9 months ago
Dear tom27,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CashiMashi Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share a screenshot from your account's bonus history confirming the bonus you accepted was the Thursday Bonus?
- Have you confronted casino support with the information regarding the maximum cashout already? With what result?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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8 months ago
Translation
Hello, I have uploaded a screenshot that shows that 350€ was deposited on March 6, 2025.
Yes, I wrote an email to support but unfortunately I haven't received a response yet.
Thank you kind regards
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8 months ago
Thank you very much, tom27, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Hello tom27,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a CashiMashi Casino representative to join this conversation and participate in resolving this complaint.
Dear CashiMashi Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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8 months ago
Translation
Hello! Today I noticed that my balance had been increased to €4,000. It's correct and has been changed. I wanted to let you know that you can mark the complaint as resolved once the money has been paid out.
Automatic translation:
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8 months ago
Dear tom27,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
