Cashwin Casino - Τα κέρδη του παίκτη κατασχέθηκαν λόγω ακύρωσης μπόνους.

Hello

I deposited money at Cash Win and automatically received a bonus of €50.

I won €4700 and played it down to €2700.

I wanted to withdraw this amount, but then received information that I needed to cancel a bonus worth €50 before proceeding with the withdrawal.

I did this, and tried to withdraw the money. Everything seemed fine, but after waiting 6 days, I was notified that my withdrawal was rejected and all my money was erased because I had not used up the bonus. However, I was instructed to cancel the €50 bonus in order to withdraw €2700.

I have repeatedly sought contact, but each time I was told that I had lost all my winnings by cancelling the bonus, even though I was told to cancel the €50 bonus in order to withdraw €2700.

I want my money and I have no available options, I urgently need help

hallo

ich habe bei Cash win eingezahlt und automatisch einen Bonus von 50€ erhalten

ich habe 4700€ gewonnen und runter gespielt bis auf 2700€.

diese wollte ich dann auszahlen dann kam die Info vor Auszahlung Bonus stornieren in Höhe von 50€.

das habe ich getan und wollte dann auszahlen soweit alles ok nach 6 Tagen warten kam die Nachricht Auszahlung abgelehnt und das ganze Geld wurde gelöscht da ich den Bonus nicht umgesetzt habe. Aber ich sollte ja 50€ Bonus stornieren damit ich auszahlen kann.

mehrfach Kontakt gesucht und immer wurde mir gesagt ich habe meine gesamte Gewinne mit der Stornierung des Bonus gelöscht aber ich wurde aufgefordert 50€ Bonus zu stornieren um 2700 auszuzahlen.

Ich möchte mein Geld und habe keine Chance und brauche dringend Hilfe

Dear Norman123455,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashwin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward the correspondence where the casino is asking you to cancel the bonus and any other related communication?
• Could you please specify how much you deposited and how much you wagered in total to your knowledge?
• Were you aware the bonus was credited to your casino account?
• You can send the correspondence to my email at tomas@casino.guru, alternatively, you can post screenshots of your interaction with the casino here.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello

I forwarded an email with today's chat history.

I deposited €50 twice and won twice.

I didn't know that the bonus was included. €4800 was the highest level and I played down to €2700.

Then when I paid out I got the message cancel bonus otherwise I can't pay out. I did that and €50 was deducted from the total amount and I was able to pay out.

Today the message withdrawals rejected. And all the money was deleted on the grounds that I had deleted the bonus and thus all the winnings. But when I paid out I was asked to delete the €50 of the bonus in order to pay it out, which I did.

Hallo

ich habe eine email weitergeleitet mit den heutigen Chat Verlauf.

Ich habe 2 mal 50€ eingezahlt und beim 2x gewonnen.

das der Bonus dabei ist war mir nicht bekannt. 4800€ waren die höchst stufe und ich spielte bis 2700€ runter.

dann bei der Auszahlung kam die Meldung Bonus stornieren sonst kann ich nicht auszahlen. Das habe ich getan und mir wurden 50€ von gesamt Betrag abgezogen und ich konnte auszahlen.

Heute die Meldung Auszahlungen abgelehnt. Und das ganze Geld wurde gelöscht mit der Begründung ich hätte den Bonus gelöscht und somit die gesamten Gewinne. Aber ich habe ja bei der Auszahlung die Aufforderung bekommen die 50€ des Bonus zu löschen um auszuzahlen das habe ich getan.

Hello today the following email came from Cashwin:

Hello Norman,

We would like to address the recent cancellation of your withdrawal request as we understand the importance of transparent communication in such matters.

After reviewing your case, our support team forwarded your withdrawal request to our payments department for thorough review. We have determined that the cancellation of your withdrawal is directly related to the previous cancellation of the associated bonus before the wagering requirements have been met, as clearly stated in the detailed email you previously received.

Unfortunately, subject to our Terms and Conditions provided in the above email and accessible on our website, cancellation of bonuses before wagering requirements have been met will result in any associated winnings being void. This policy is implemented to ensure fairness and integrity on our platform for all players.

We recognize that this situation may be disappointing and we sincerely regret any inconvenience caused. We recommend that you read the previously sent email together with our Terms and Conditions to gain a full understanding of the circumstances that led to the cancellation of the withdrawal.

If you have any further questions or require further clarification, please feel free to contact our support team. We thank you for your understanding and cooperation in this matter.

This is still a false statement for me, so I replied as follows:

Hello,

Furthermore, I do not accept this statement. First of all, I didn't know that there was a bonus at all. Secondly, the bonus would have to be implemented several times over and my money was in REAL MONEY and not bonus money. I was also asked to delete the €50 bonus so that I could withdraw it. So exactly the bonus amount.

At that time the money was always real money and not bonus money. Accordingly, the highest level was €4,800 and to pay out €2,700, the bonus must have been implemented several times over.

Please try to find a solution with me, this whole process does not reflect well on your casino.

I ask Casino Guru to help me here. For me, I am completely in the right here and the site is trying everything not to pay out the money

Guten Tag heute kam folgende Mail von Cashwin:

Hallo Norman,

Wir möchten uns mit der kürzlich erfolgten Stornierung Ihres Auszahlungsantrags befassen, da wir wissen, wie wichtig eine transparente Kommunikation in solchen Angelegenheiten ist.

Nach Prüfung Ihres Falls leitete unser Support-Team Ihre Auszahlungsanfrage zur gründlichen Prüfung an unsere Zahlungsabteilung weiter. Wir haben festgestellt, dass die Stornierung Ihrer Auszahlung in direktem Zusammenhang mit der vorherigen Stornierung des zugehörigen Bonus vor Erfüllung der Wettanforderungen steht, wie in der detaillierten E-Mail, die Sie zuvor erhalten haben, klar dargelegt.

Gemäß unseren Allgemeinen Geschäftsbedingungen, die in der oben genannten E-Mail bereitgestellt wurden und auf unserer Website zugänglich sind, führt die Stornierung von Boni vor Erfüllung der Wettanforderungen leider dazu, dass damit verbundene Gewinne ungültig werden. Diese Richtlinie wird umgesetzt, um Fairness und Integrität auf unserer Plattform für alle Spieler zu gewährleisten.

Wir sind uns bewusst, dass diese Situation enttäuschend sein kann, und bedauern die entstandenen Unannehmlichkeiten aufrichtig. Wir empfehlen Ihnen, die zuvor gesendete E-Mail zusammen mit unseren Allgemeinen Geschäftsbedingungen zu lesen, um ein umfassendes Verständnis der Umstände zu erlangen, die zur Stornierung der Auszahlung geführt haben.

Sollten Sie weitere Fragen haben oder weitere Erläuterungen benötigen, können Sie sich gerne an unser Support-Team wenden. Wir bedanken uns für Ihr Verständnis und Ihre Kooperation in dieser Angelegenheit.

weiterhin ist das für mich eine falsch Aussage deshalb habe ich Folgendes geantwortet:

Hallo, 

Weiterhin akzeptiere ich diese Aussage nicht. Zum ersten war mir nicht bekannt das ein Bonus überhaupt dabei ist. Zum zweiten müsste der Bonus um das mehrfache umgesetzt sein und mein Geld stand bei ECHTGELD und nicht bei Bonusgeld. Des Weiteren wurde ich aufgefordert den Bonus in Höhe von 50€ zu löschen damit ich auszahlen kann. Also genau den Bonus Betrag. 

Das Geld stand zu dem Zeitpunkt immer bei Echtgeld und nicht bei Bonusgeld. Demnach war die höchste Stufe 4800€ und zur Auszahlung 2700€ demnach muss auch hier der Bonus um das Mehrfache umgesetzt worden sein. 

Bitte versuchen sie mit mir eine Lösung zu finden dieser ganze Ablauf wirft kein gutes Licht auf ihr Casino.

ich bitte Casino Guru mich hier Hilfe zu leisten. Für mich bin ich hier voll im Recht und die Seite versucht alles um das Geld nicht auszuzahlen

Thanks for your message.

Did the casino inform you about the bonus being credited to your account immediately after your deposit?

Did you choose the 'no bonus' option when making a deposit in the casino or when making a registration?

I'll await your reply.

After my deposit, my account had €100 instead of €50, which surprised me and then I saw that a bonus had been added.

exactly I always choose no bonus.

Nach meiner Einzahlung stand auf meinen Konto 100€ anstatt 50€ das hat mich gewundert und dann gesehen damit ein Bonus hinzugefügt wurde.

genau ich wähle immer kein Bonus aus.

Do I understand correctly you attempted to cancel the bonus only after you achieved your win?

Please understand that if you don't cancel the bonus in the beginning, the rules of the bonus apply and you'll only be able to withdraw your winnings after the wagering is complete. I'll await your reply.

I didn't want a bonus and then I deposited €50 and left a total of €100. Then I won €4800 in total so it must have been implemented one way or another. Then I continued playing until the end to €2700 and cashed out. My money was in REAL MONEY and not bonus money.

Then I pay out the first money and the message came: please cancel the active bonus of €50. After that a payout is only possible.

I did that and €50 was deducted from me, after which I was able to pay out.

But then it was later completely deleted

Ich wollte keinen Bonus haben und dann hatte ich 50€ eingezahlt und insgesamt 100€ drauf. Dann gewann ich 4800€ insgesamt also müsste er ja so oder so umgesetzt gewesen sein. Danach spiele ich weiter bis zum Schluss auf 2700€ und ging auf Auszahlung. Mein Geld stand bei ECHTGELD und nicht bei Bonusgeld.

danach zahle ich das erste Geld aus und die Meldung kam: bitte den aktiven Bonus stornieren in Höhe von 50€ danach ist erst eine Auszahlung möglich.

das habe ich gemacht und mir wurden 50€ abgezogen, danach konnte ich auszahlen.

Aber dann wurde es ja später komplett gelöscht

Thanks for your patience.

Was the information about the wagering of your bonus visible to you?

No, it wasn't visible, it didn't say bonus money but real money.

and when paying out, please cancel the bonus in the amount of €50, then you can pay out. That's exactly what I did

Nein es war nicht sichtbar es stand ja auch nicht bei Bonus Geld sonder bei Echtgeld.

und bei der Auszahlung stand bitte Bonus stornieren in Höhen von 50€ danach können sie auszahlen. Genau das hab ich gemacht

Thank you very much, Norman123455, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Thank you

vielen dank

Hello Norman123455,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know, it is quite common that some casinos credit a bonus to players automatically with their deposit for the player's convenience. I understand that not all players want to receive bonuses, that's why the casino has rules like this mentioned in their T&Cs

So can you please clarify if you contacted support before you played with the bonus or only after you started to play (even unwillingly) with the bonus?

I will contact the casino to shed more light on this matter.

We would like to invite Cashwin Casino to join the conversation

Dear Cashwin Casino,

Can you please confirm the information as to why the player was advised to cancel the bonus of €50? Am I right in assuming that there was most likely a miscommunication from the support operator?

Hello,

I didn't contact support directly, but only when I wanted to pay out I received the message bonus is active, please cancel the bonus before paying out. However, my money was in REAL MONEY and not bonus money.

Then €50 was deducted and I was able to pay out.

Hallo,

ich habe nicht direkt den Support kontaktiert sondern erst als ich auszahlen wollte die Meldung bekommen Bonus ist aktiv bitte stornieren sie den Bonus vor der Auszahlung. Allerdings stand mein Geld bei ECHTGELD und nicht bei Bonusgeld.

danach wurden 50€ abgezogen und ich konnte auf auszahlen gehen.

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.

Dear player,

Our customer support team will get back to you shortly, thank you for you patience.

Dear Norman123455,

I'd like to confirm whether the Cashwin Team has resolved the issue and if you have received your winnings, or if you still need our assistance?

Hello, so far no one has contacted me and I haven't received the money.

I would like to continue getting help from them

Hallo bis jetzt hat sich niemand gemeldet auch das Geld habe ich nicht erhalten.

Ich würde gerne weiterhin Hilfe von ihnen bekommen

Dear Norman123455,

Thank you for the update. I am awaiting further information from the Cashwin team. I kindly ask for your patience.

Dear Cashwin,

Kindly inform me of the additional steps required to resolve this situation.

Dear Casino Guru,

Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by the player regarding their recent experience at our online casino.

Upon thorough investigation of the player's complaint, we would like to clarify the terms and conditions governing bonus cancellation and wagering requirements, as outlined in sections 23.6 and 23.17 of our policies.

Section 23.6 stipulates that players have the right to cancel any bonuses without proceeding to their wagering, without any loss of their deposited funds. However, if a player has already played with bonus funds and decides to cancel the bonus before fulfilling the wagering requirements, all winnings accumulated during the bonus period will also be deducted.

Furthermore, according to section 23.17, if a player requests a withdrawal of their deposit before meeting the requirements for bonus wagering, the amount of the bonus and winnings are void, and the remaining funds, if any, are paid to the player.

In this specific case, it appears that the player played with the bonus funds before opting to cancel the bonus when they wished to withdraw their funds. The pop-up message they received upon attempting to withdraw serves as an automated notification that appears when players have an active bonus. Cancelling the bonus at that moment led to the voiding of all winnings accumulated during the bonus period, as per our terms and conditions.

We acknowledge the player's statement that their balance reached €4700 at a certain point. However, it's important to clarify that only the winnings acquired during the bonus period were confiscated. Any winnings generated after the bonus cancellation could have been withdrawn by the player.

Regrettably, a refund is not possible under these circumstances. Nevertheless, as a gesture of goodwill, we are willing to offer the player the reissue of the initial bonus with a reduced wagering requirement.

We appreciate your understanding and cooperation in this matter. Should you require any further information or assistance, please do not hesitate to contact us.

Best regards,

CashWin Support Team

Unfortunately for me these statements are just wrong.

MY balance was in REAL money and not in bonus money.

Furthermore, the bonus had to be implemented for a long time because the bonus amount was €50, which was deducted even after cancellation. So exactly the amount I got. So the bonus wasn't even touched.

in addition are their bonus services

to implement the amount x35. If I had played with €50 bonus money, which I didn't even want, it should have been implemented at 1750. Since, as they say, I was at €4700, even this must have happened a long time ago.

Für mich sind diese Aussagen leider nur falsch.

MEIN Guthaben stand bei ECHTGeld und nicht bei Bonus Geld.

desweitern musste der Bonus ja lange umgesetzt seit weil der Bonus Betrag war 50€ die auch nach dem stornieren abgezogen wurden. Also genau den Betrag wo ich bekommen habe. Also wurde der Bonus nicht mal angerührt.

zusätzlich sind ihre Bonus Bedienungen

den Betrag x35 umzusetzen. Wenn ich mit 50€ Bonus Geld gespielt hätte was ich nicht mal wollte sollte diese bei 1750 umgesetzt sein. Da ich wie sie sagen bei 4700€ war muss selbst dies lange passiert sein.

Thank you all for your responses.

Dear CashWin Team,

In this specific case, it appears that the player played with the bonus funds before opting to cancel the bonus when they wished to withdraw their funds. The pop-up message they received upon attempting to withdraw serves as an automated notification that appears when players have an active bonus. Cancelling the bonus at that moment led to the voiding of all winnings accumulated during the bonus period, as per our terms and conditions.

Has this pop-up message been displayed before or after the player accumulated the winnings? If it was before, the balance at that time should have been reduced or capped, and the remaining funds should have been real money only. As such, the bonus terms should not be applied to this balance anymore.

If the pop-up message has been displayed after the player has accumulated his winnings of €4700, this appears not to be correct, as at that time the wagering requirement for the bonus should have been fulfilled a long time ago. (deposit of €50 x 35 wagering = €1750). Please feel free to correct me if I overlooked something, but the cap on the winnings seems not fair at this point.

The message then appeared.

So only when I tried to pay out.

Die Meldung wurde danach angezeigt.

also erst dann als ich probiert habe auszuzahlen.

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.

Dear Norman123455,

Just to give a quick update, I'm in communication with the CashWin Team even outside of this thread and I am awaiting further evidence that should clarify if the funds in your casino balance you are claiming are real money were really real money. The reason for conducting this investigation is that if the balance still included bonus funds and the stipulated wagering requirements were not fulfilled, the casino team, following its terms 23.6 and 23.17 mentioned earlier, took appropriate action after canceling the bonus. This action involved deducting not only the initial €50 bonus but also any winnings accrued during the bonus period.

Yes, the €50 at the beginning was deducted immediately after the request to cancel. Only after I paid out the rest was all the money deleted after 6 days.

Also, as said above, the €50 would have to have been implemented for a long time since the highest level was €4700.

As I said, when I wanted to pay out I got the message: Bonus active. Clear the €50 bonus. Afterwards you can pay out. I did that and €50 was deducted from my balance.

The bonus was simply added to my deposit.

After I have earned €4,700 and played further down again, this bonus of 50x35 = 1,750 must also be implemented.

Now Cashwin wrote above that I get €50 as a bonus, with simple sales conditions. The €50 is in my player account, but again with 35x wagering. So Cashwin doesn't keep its word here either. These are not easy sales conditions. But I DON’T want the €50 anyway. I want the money I'm entitled to and I'm not satisfied with €50.

Additionally, I think the whole thing is taking far too long now. It's been almost 2 months now and the casino just doesn't respond at all for ages. This shows that something is wrong

Ja die 50€ am Anfang wurden aber direkt abgezogen nach der Aufforderung zur Stornierung. Erst nachdem ich den Rest ist Auszahlung gegeben habe wurde das ganze Geld nach 6 Tagen gelöscht. 

auch Wie weiter oben gesagt müssten die 50€ ja lange lange umgesetzt gewesen sein da die höchste Stufe 4700€ waren. 

wie schon gesagt, bekam ich als ich auszahlen wollte die Nachricht: Bonus aktiv. Löschen Sie den Bonus in Höhe von 50€. Danach können sie auszahlen. Das habe ich getan und 50€ wurden abgezogen von meinen Guthaben. 

Der Bonus wurde einfach auf meine Einzahlung dazu gegeben. 

Nachdem ich dann 4700 € erspielt habe und wieder weiter runter gespielt habe muss auch dieser Bonus von 50x35 = 1750 umgesetzt sein.

Nun hat Cashwin ja weiter oben geschrieben, dass ich 50€ als Bonus bekomme, mit einfachen Umsatzbedingungen. Die 50€ sind auf meinem Spielerkonto, allerdings auch wieder mit 35x umsetzen. Somit hält auch hier Cashwin nicht das Wort. Das sind keine einfachen Umsatzbedingungen. Aber ich möchte die 50€ sowieso NICHT haben. Ich möchte das Geld was mir zusteht und gebe mich mit 50€ nicht zufrieden.

Zusätzlich finde ich, dass das Ganze jetzt schon viel zu lange dauert. Es sind inzwischen fast 2 Monate rum und das Casino meldet sich zwischendurch einfach Ewigkeiten überhaupt nicht. Daran erkennt man, dass irgendetwas nicht stimmen kann

Dear Casino Guru,

Thank you for your inquiry regarding the pop-up message displayed to players during withdrawal requests and the application of our bonus terms.

To address your concerns, the pop-up message is indeed displayed automatically by our system when a player attempts to initiate a withdrawal request while having an active bonus. This is a standard feature to inform players of their active bonus status and the potential implications of canceling it.

Regarding the wagering requirements, the total wagering requirement for the bonus in question is €3500, calculated as the sum of the bonus and deposit amount multiplied by 35. (€50 Deposit + €50 Bonus) x 35 WR.

In the case at hand, the player canceled the bonus soon after initiating their gaming session and subsequently requested two withdrawal requests. It's important to note that the player's balance of €4000+ was obtained after the bonus was canceled and not before. Therefore, the voiding of funds targeted only the winnings accrued during the bonus period and not those acquired afterward. As per our terms and conditions, the balance was adjusted accordingly.

We understand the player's disappointment with our offer of reissuance of the bonus. However, we assure you that we acted in accordance with our terms and conditions. While we regret any dissatisfaction, we must adhere to the policies outlined to maintain fairness and consistency for all players.

Should you require any further clarification or assistance, please do not hesitate to reach out to us. We value your understanding and cooperation in this matter.

Best regards,

CashWin Support Team

what winnings afterwards 😂😂 you credited me €58 of €4700 after all payouts were canceled😂😂.

3500 must also have been implemented. Unfortunately for me it's just a scam!!! But why 3500? Since when do I have to implement what I have paid myself? So your bonus conditions would be x70. Unfortunately, just ridiculous and insane excuses

The pop-up message also only said that €50 would be deducted and not the €2,700 that was paid out at the end.

I didn't want a bonus

Win €4700 over the course of the game at the highest level. So over several pictures.

You say when you pay out the bonus you have to actively cancel €50 and then I can pay it out, that's what I did. Then you deduct €50.

and then all the money again.

Sorry, but that's not all correct.

I ask Cashwin for a fair solution!!

welche Gewinne danach 😂😂 ihr habt mir von 4700€ nachdem alle Auszahlungen storniert wurden 58€ gut geschrieben😂😂.

auch 3500 müssten ja umgesetzt gewesen sein. Für mich leider nur Betrug!!! Aber wieso 3500? Seit wann muss ich selbst das eingezahlte umsetzen ? Somit wären ihre Bonus Bedingungen ja bei x70. Leider nur lächerlich und irrsinnige Ausreden

auch in der Pop up nachricht stand nur das 50€ abgezogen werden und nicht wie zum Schluss zur Auszahlung die 2700€.

Bonus wollte ich nicht

gewinne über die spielzeit als Höchst Stufe 4700€. Also über mehrer Bilder.

ihr sagt bei Auszahlung Bonus aktiv 50€ stornieren danach kann ich auszahlen das hab ich getan. Danach zieht ihr 50€ ab.

und dann nochmal das ganze Geld.

Sorry aber das ist doch alles nicht korrekt.

Ich bitte Cashwin um eine faire Lösung!!

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.

Well, despite everything, my highest level was €4700 and the bonus condition must have been implemented.

For me, none of this is correct. I would have liked Cashwin to provide a solution that would be ok for everyone.

Furthermore, before the payout, €50 was to be deducted and not €2700.

Naja meine Höchst Stufe war trotz allem 4700€ auch da muss die Bonus Bedingung umgesetzt worden sein.

für Mich ist das alles nicht korrekt ich hätte mir von Cashwin eine Lösung die für alle ok ist gewünscht.

des Weiteren stand vor der Auszahlung das 50€ abgezogen werden und nicht 2700€.

Dear Norman123455,

I want to ensure there's clarity in my previous message, so I'll try to simplify the explanation.

When a withdrawal request is made, the casino team reviews the gameplay, a process that can take some time. Due to the high volume of requests around New Year's Eve, your account was checked a few days later, which is standard procedure. After this examination, it was found that you placed multiple bets exceeding the €5 maximum limit while using a bonus. These bets, some as high as €40, were made before canceling the bonus. Consequently, you weren't entitled to any winnings, even if they reached €10,000, due to the breach of the casino's terms and conditions regarding maximum bet limits during bonus play.

After this examination and deducting the winnings from the bonus funds, your balance was left with the initial deposit of €50, which unfortunately you subsequently lost during continued gameplay.

While I understand this situation may not have been ideal for you from a user experience perspective, it's essential to note that the casino team followed their rules in handling this matter.

I trust this clarifies the situation sufficiently now. Please let me know if I can assist you with anything else, but I'm afraid I will be forced to reject this complaint.

Unfortunately I can't do anything about it

The winnings were on a €4 stake, €1800 picture at Burning Hot 20th with the 7s

and €2200 free spins on Razor shark Return to 0.50ct.

Even then it would have to be implemented

Kann leider nichts dagegen tu

die gewinnen waren auf 4€ Einsatz 1800€ Bild bei burning Hot 20. mit den 7er

und 2200€ freispiele bei Razor shark Return auf 0.50ct.

selbst da müsste es ja umgesetzt sein

Dear Norman123455,

Although you are right that one of the bets of €4 in the 20 Burning Hot slot was a winning one and you received €1800 from this bet, however the bonus wagering works by the amount of bets placed, not the winnings received. Until you requested to cancel the bonus, the amount from the wagering requirement you managed to achieve was "only" €917. Even if you could have won €5000 from five additional bets, the full bonus wagering requirement would still not be met. You were playing solely the 20 Burning Hot slot while the bonus was active, and I repeat again that it was at this time that you placed multiple bets exceeding the €5 maximum limit. Due to the breach of the casino's terms and conditions regarding maximum bet limits during bonus play, you would not have been entitled to any winnings anyway. Although I comprehend your determination to explore all avenues to support your argument, sadly, nothing further can be done from our perspective. I understand the whole situation was far from ideal from a user experience perspective, but it's essential to note that the casino team followed their rules in handling this matter.

I think the situation has been adequately clarified, and I see no need to prolong the discussion on this matter. Feel free to inform me if there's anything else I can help you with.

Dear Norman123455,

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.

Yes, what should I answer, I have 4700! Had and get 0

because of a bonus I didn't want

Unfortunately, that's the way it is

Ja was soll ich antworten ich habe 4700! Gehabt und bekomme 0

wegen einen Bonus der ich nicht wollte

so ist es leider

Dear Norman123455,

Again, I understand the whole situation was far from ideal from a user experience perspective, but as has been fully explained above, it's essential to note that the casino team followed their rules in handling this matter.

I trust the situation has been sufficiently explained, and I don't see any reason to continue discussing this matter further.

Unfortunately, after gathering all the necessary information and evidence, we are forced to reject this complaint. Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru