CashSplash Casino - Pelaajalla on kotiutusongelmia.

I deposited €100 into this casino and wagered more than twice the amount stated in the terms and conditions.

However, I was unable to withdraw and when I contacted support, I was told that the withdrawal requirement is 500 euros in negative winnings.

Nowhere in the terms and conditions does it state that.

Please let me call a representative to explain.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your withdrawal. I’d like to ask you a few questions to fully understand the situation:

• Could you please confirm which payment method you used to deposit and which one you are trying to withdraw to?
• Have you successfully withdrawn from this casino before, or is this your first attempt?
• When you contacted support, did they provide any specific terms or rules justifying this "500 euros in negative winnings" condition?
• If you have any relevant emails, chat transcripts, or screenshots from your conversation with support, please forward them to petronela.k@casino.guru so we can review them.

Your cooperation is essential in helping us investigate and address this issue properly. We’ll do our best to get to the bottom of this and assist you.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Use virtual currency for deposits and withdrawals

First withdrawal.

Attached is the chat content from the casino support.

No rationale is provided.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CashSplash Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Anjouan Gaming Authority through the validator on the casino's website (https://verification.anjouangaming.org/validate?domain=www.cashsplash.io&seal_id=1cf956d7f861aaebc461002f3e58fb744c34aaa895513184b91144f961db2992473ae9e05993edc54bbb80878b73f72e&stamp=0611b7780616890b4cb84268b1b730bd) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter