Cashalot Casino - Pelaajan voitot on takavarikoitu.

Hi there,

Sorry, I have a problem with the casino. I made two deposits on October 18, 2021. A deposit of € 21 contained a 200% bonus, which unfortunately was downplayed to € 0.00 with no real winnings. Then I made a deposit of € 20 without using a bonus.

I played for over € 904 (unfortunately you can see how much money was in the casino in the bet list.

For reasons inexplicable to me, the system had applied bonus conditions to the deposited money, but I neither used a bonus nor did I receive a bonus on my money.

When the account balance was over € 904, the bonus conditions were apparently met and due to the conditions for 200% bonuses set out in the T & Cs, € 800 was removed.

As mentioned, I didn't use a bonus on my second deposit. Especially since it always worked with previous deposits at the casino (I didn't have to cancel a bonus if the balance went to € 0.00).

I then contacted support and was told that the balance was € 0.00 and that the balance from the 2nd deposit should not have a bonus.

Again and again I was told that someone would contact me and the problem would be solved. However, it is now almost 3 months and nothing has happened. Only a bonus of 50 € and a small car of 5x was posted to my account. This, as I learned today, should now be the compensation. I didn't use the bonus at all and it has already expired. I ask for help from Casinoguru, because unfortunately I am not getting anywhere and would like to have my money .. I have not yet paid out the remaining € 104 so that it does not lead to any problems, as I would like to pay out the full amount of 904.

Thanks in advance!

Hallo,

Ich habe leider ein Problem mit dem Casino. Ich habe am 18.10.2021 zwei Einzahlungen getätigt. Eine Einzahlung von 21€ enthielt einen 200% Bonus, welche leider ohne wirkliche Gewinne auf 0,00€ runtergespielt wurde. Danach habe ich eine Einzahlung von 20€ ohne Einsatz eines Bonus eingezahlt.

Ich spielte auf über 904€ (leider kann man in dem Casino in der Bet-Liste sehen, wieviel Geld drauf war.

Das System hatte aus mir unerklärlichen Gründen, das eingezahlte Geld mit Bonusbedingungen belegt, jedoch habe ich weder einen Bonus benutzt, noch habe ich ein Bonus erhalten auf mein Geld.

Als der Kontostand über 904€ wurde anscheinend die Bonusbedingungen erfüllt und aufgrund der in den AGB festgelegten Bedingungen für 200% Bonis, wurden 800€ entfernt.

Ich hatte aber wie erwähnt keinen Bonus auf meine zweite Einzahlung genutzt. Zumal bei früheren Einzahlung in dem Casino, es immer funktioniert hat(ich musste keinen Bonus stornieren, wenn die Balance auf 0,00€ gegangen ist).

Daraufhin habe ich den Support kontaktiert und mir wurde mitgeteilt, dass die Balance auf 0,00€ war und die Balance aus der 2. Einzahlung keinen Bonus haben sollte.

Immer wieder wurde mir gesagt, dass sich jemand bei mir meldet und das Problem gelöst werden wird. Jedoch sind es nun bald 3 Monate und nichts hat sich getan. Lediglich, wurde mir ein Bonus in höhe von 50€ und einem geringen Wagen von 5x auf mein Konto gebucht. Dies, so habe ich heute erfahren, soll nun die Kompensation sein. Ich habe den Bonus aber gar nicht benutzt und er ist auch schon wieder abgelaufen. Ich bitte um Hilfe von Casinoguru, weil ich anscheinend leider nicht weiterkomme und gerne mein Geld haben möchte.. die Verbliebenen 104€ habe ich noch nicht ausgezahlt, damit es zu keinen Problemen führt, da ich ja die komplette Summe von 904 gerne auszahlen möchte.

Vielen Dank im Voraus!

Hello Sebastian,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please send me your cashier and bonus history?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? You can send everything to my email address kristina.s@casino.guru, or post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Sebastian,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much Sebastian for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Sebastian,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Cashalot Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Cashalot Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Sebastian,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter