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Hello, I deposited €40 with a Thursday bonus on April 3, 2025, and played. On April 5, 2025, I won €4,998 and immediately requested a withdrawal of €2,000. I then requested another €1,990. After completing all verification procedures with my ID, address confirmation, bank statement, and an invoice, both withdrawals were canceled. Upon inquiry, I received a message a few days later stating that my winnings were generated with a bonus that has a maximum withdrawal limit and a stake limit. According to the terms and conditions, there is no withdrawal limit for this Thursday bonus, and I had already played through the bonus through my winnings.

I ask you to help me with this case.

Thank you and

Best regards

Hallo, ich habe am 03.04.2025 40€ mit einem Donnerstagsbonus eingezahlt und gespielt. Am 05.04.2025 habe ich dann 4998€ gewonnen und direkt 2000€ zur Auszahlung beantragt, ich habe dann nochmals 1990€ zur Auszahlung beantragt. Nachdem ich jegliche Verifizierung mit dem Personalausweis, Adressbestätigung, Kontoauszug sowie eine Rechnung eingereicht, abgeschlossen habe, wurden beide Auszahlungen storniert. Auf Nachfrage erhielt ich einige Tage später eine Nachricht, dass meine Gewinne mit einem Bonus erzielt wurden, der eine maximale Auszahlungsgrenze hat sowie ein Einsatzlimit. Laut AGB‘s, gibt es für diesen Donnerstagsbonus keine Auszahlungsgrenze und ich habe den Bonus längst über den Gewinn rausgespielt gehabt.

Ich bitte Sie mir bei diesem Fall zu helfen.

Danke und

Mit freundlichen Grüßen

Dear buzztekk20,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with CashiMashi Casino. I have checked the terms of the Thursday bonus and, as you noticed, there's no win limit mentioned:

8. There is no Maximum Cashout on the Bonus.

However, the general bonus terms provide some information about cashout limits for reload bonuses:

2.15.    Bonus money offered in standard and reload, in whose terms it is not stated otherwise, is not cashable. After 40x deposit + bonus wagering is completed, you will be able to withdraw only the real winnings and the money from your real-money balance, while bonus amount will void.  The maximum cashable cap with every match bonus is ten times (x10) the bonus amount.

In your case, term 2.15 shouldn't be applied since the specific bonus terms explicitly state that there's no maximum cashout.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Did you finish the bonus wagering before requesting a withdrawal?  
• What games did you play to wager the bonus?   
• Have you claimed any other bonuses before activating the Thursday bonus?

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Natalia, thanks for the answer.

I will now answer your questions one by one:

1. I requested a withdrawal after the bonus wagering requirements had been completed, meaning I had already cleared the bonus long ago. The bonus requirements had been met, and only then did I make the big winnings, which ultimately counted toward my real money balance.

2. I played Thor power link as well as Gates Olympus

3. I have not claimed any other bonuses

Hallo Natalia, danke für die Antwort.

Ich werde dir nun der Reihe nach deine Fragen beantworten:

1. ich habe die Auszahlung beantragt, nachdem der Bonusumsatz abgeschlossen war und somit den Bonus längst rausgespielt gehabt. Der Bonus war erfüllt und erst danach habe ich die großen Gewinne erzielt, welche dann letztendlich zu meinem Echtgeldguthaben zählten.

2. ⁠ich habe Thor power link sowie auch Gates Olymp gespielt 

3. ⁠ich habe keine anderen Boni beansprucht

Thank you very much for your reply, buzztekk20. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thanks for the reply. I only wrote via live chat, but here are the screenshots anyway. I didn't play with an active bonus, nor did I make a bonus purchase while the bonus was active. I also checked my history again.

Greetings Florian

Danke für die Antwort. Ich habe lediglich über den Live Chat geschrieben, hier aber trotzdem die Screenshots. Ich habe weder mit aktiven Bonus gespielt, noch habe ich einen Bonuskauf bei aktiven Bonus getätigt. Ich habe auch nochmal in meinem Verlauf geschaut

Grüße Florian

Dear buzztekk20, thank you for the screenshots. So you haven't activated a "bonus buy" feature while having an active Thursday bonus? Do you have access to your gameplay history in your account? Could you please share it with me at natalia.b@casino.guru? Thank you.

Dear buzztekk20,

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.

Hello Natalie,

Thanks for the feedback. I've taken another detailed look at my history and unfortunately discovered that I once played with a stake higher than €5 before the bonus was fully wagered. I didn't win with that stake, so I still wagered the bonus and played with stakes below €5.

I don't know if that helps or if it's cleared up.

Hallo Natalie,

Danke für die Rückmeldung. Ich habe nochmals ausführlich in meinem Verlauf geschaut und musste leider feststellen, dass ich einmalig mit einem Einsatz, der höher als 5€ war, gespielt habe bevor der Bonus vollständig umgesetzt war. Ich habe mit diesem Einsatz keinen Gewinn erzielt und somit danach trotzdem den Bonus umgesetzt und mit Einsätzen unter 5€ gespielt.

Ich weiß nicht ob das weiterhilft oder ob es dann damit geklärt ist.

Dear buzztekk20, I haven't received the game history from you. Have you sent it already? If not, please make sure the email address is correct - natalia.@casino.guru. Thank you.

Hello Natalia,

The game progresses over several hundred pages. I stated in my previous message that I unfortunately discovered that I played once with a stake higher than €5, but didn't win. Then I played with stakes below €5 until the bonus was wagered.

Please reread my previous message and reply to it.

Thank you and best regards

Hallo Natalia,

der Spielverlauf geht über mehrere Hundert Seiten. Ich habe in meiner vorherigen Nachricht mitgeteilt, dass ich leider feststellen musste, dass ich einmalig mit einem Einsatz der höher als 5€ war gespielt habe, damit aber keinen Gewinn erzielt habe. Dann habe ich bis der Bonus umgesetzt war unter 5€ Einsatz gespielt.

Bitte lies dir meine vorherige Nachricht noch einmal durch und beantworte diese.

Danke und liebe Grüße

Thank you very much, buzztekk20, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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.

Hello buzztekk20,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Buzztekk20,

I’m very sorry, but the casino has been unresponsive. Without the gaming history, we cannot determine who is in the right. Therefore, we are closing this complaint as unresolved. I hope the casino will reopen the case soon and provide the missing game log.