Cashwin Casino - Баланс игрока был загадочным образом конфискован.

Good morning! While I was playing, my balance of 1950 euros suddenly dropped to 0.

Buongiorno! Mentre stavo giocando il mio saldo da 1950 euro è passato a 0

Dear omarfalasca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you share your gaming history?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Good morning Dominika! The casino claims that I cancelled the welcome bonus! This is absolutely not true! I deposited 390 euros, I was given 390 euros as a deposit bonus, after about 6 hours of playing the balance from 1750 went to 0 automatically without me touching anything! The casino claims that I was the one who cancelled the bonus. Let me say two things;

-in six hours the bonus would surely have been played for the entire requirement

-I would have had no interest in canceling the bonus and losing everything

- also the deposit is not a win and therefore should be returned. The account is verified

I asked the casino for proof that it was me but they didn't provide it to me.

Buongiorno Dominika! Il casino sostiene che io abbia annullato il bonus di benvenuto! Questo non assolutamente vero! Ho depositato 390 euro, mi è stato dato 390 euro come bonus deposito, dopo circa 6 ore di gioco il saldo da 1750 è andato a 0 in automatico senza che io abbia toccato nulla! Il casino sostiene che sia stato io ad annullare il bonus. Permettimi di dire due cose;

-in sei ore il bonus sicuramente sarebbe stato giocato per tutto il requisito

-non avrei avuto nessun interesse ad annullare il bonus e perdere tutto

- inoltre il deposito non è una vincita e quindi andrebbe restituito. Il conto è verificato

Ho chiesto prove al casino del fatto che sia stato io ma non me la hanno fornite

I have written to customer service several times by email and they always reply that I cancelled the bonus. But this is not true!

Ho scritto più volte al servizio clienti tramite mail e mi rispondono sempre che ho cancellato io il bonus. Ma questo non è vero!

@ dominika see other resolved complaints about this casino! I'm not the only one who had this problem with this casino

@ dominika guarda gli altri reclami risolti su questo casinò! Non sono l unico ad avere avuto questo problema con questo casinò

Dear omarfalasca, thank you for the information provided. Please allow me to ask you a few more questions.

Could you please share your bonus history?

Could you please forward all the relevant communication between you and the casino to dominika.l@casino.guru? Alternatively, you can post it here.

AND

here is the bonus history. It is the one related to the first deposit, they cancelled my bonus of 1749 euros,

E

ecco la cronologia dei bonus. È quello relativo al primo deposito, mi hanno annullato il bonus Di 1749 euro,

Dear omarfalasca, have you forwarded any communication between you and the casino to my email address dominika.l@casino.guru?

I have no communication to send you about this.

Non ho comunicazioni a riguardo da inviarti

Thank you very much, omarfalasca, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, omarfalasca,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Cashwin Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been removed from the balance?

Is the casino able to substantiate its claims and clarification with relevant evidence?

If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru). Alternatively, you can post it here.

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 omarfalasca,

We understand this may be a disappointing situation, and we’ve carefully reviewed your case in detail. You claimed the First Deposit Bonus, which offers 100% up to €1,000. The wagering requirements for this bonus were set at 35 times the deposit and bonus amount, resulting in a total wager requirement of €27,498.80.

However, you decided to cancel your bonus. As outlined in our Terms & Conditions, canceling a bonus is the player’s choice, but once confirmed, all associated funds are forfeited and this action is irreversible.

We apologize for any inconvenience and encourage you to contact our support team whenever you have questions or concerns regarding bonuses or casino terms. Please note, that we are unable to refund your initial deposit, as it was linked to a canceled bonus.

Additionally, if you would like a more detailed list of your transactions, don't hesitate to get in touch with us via our support email. We cannot provide any specific data from your casino account publicly due to extensive care in regard to your data privacy, however, we will share any requested details with you, as the owner of the account.

Have a lovely day! 🙂

Thanks

Good morning! I have not canceled any bonus

Buongiorno! Io non ho annullato nessun bonus

Good morning! All the best online casinos give you the possibility to check your game history inside your account @stefan what do you think? I remind you that the bonus was cancelled not by me

Buongiorno! Tutti i migliori casinò online danno la possibilità dentro il proprio account di verificare la cronologia di gioco @stefan cosa ne pensi? Vi ricordo che il bonus è stato annullato non da me

Thank you both for your replies.

Dear Cashwin Casino Team,

Can you please provide me with the following information/details:

• An explanation of the bonus cancellation process + if possible, screenshots/documentation of it, how it takes place in a casino account
• Even if the player did it himself, it was likely done unintentionally; why cannot his winnings be restored to the point before the cancellation if he obviously did not do it on purpose/intentionally?
• If we are talking about bonus winnings, why cannot the casino return his deposit back? Can you explain it in more detail, please?
• If, for some reason, it is not possible to restore his account/winnings to the state before the bonus cancellation, would the casino be at least able to provide him with any form of compensation? This is a public forum, and players read these complaints, so in the case of a casino with quite a good rating/"safety index", it would be great if it was able to solve the situation somehow rationally and/or more user-friendly.

If it suits you better, you can provide answers and details/supporting evidence via email (branislav.b@casino.guru).

Thank you.

Dear Branislav,

We appreciate the opportunity to clarify the situation. As per our terms and conditions:

Section 23.6: A player can cancel an active bonus at any time through the Profile section or by contacting us via Live Chat or email. Upon cancellation, the entire bonus balance, including any winnings accumulated during the bonus period, is automatically voided.

Section 23.17: If a player requests a withdrawal before meeting the wagering requirements, both the bonus and the associated winnings are voided, and only the remaining real funds, if any, will be paid to the player.

Specific Details of the Player's Case:

The player was required to meet a wagering requirement of 35x the deposit + bonus (in this case, a deposit of €392.84), meaning a total of €27,498.80 had to be wagered to release the bonus.

The player managed to wager €9,462.00, which represents 34.40% of the required wagering completion. At the time of cancellation, the player only had bonus funds left in their account, and as such, when the bonus was canceled, the system automatically deducted the remaining bonus balance of €1,749.38. Since the player had exhausted all real funds before this, a refund of the deposit is not possible as the player had already played using bonus funds only.

While the player claims they did not intentionally cancel the bonus, the process requires confirmation from the player's account, and the bonus was indeed canceled as per our system records. We understand, however, that mistakes can happen, and we always aim to provide a positive gaming experience for our players.

As a goodwill gesture, we have decided to reissue the bonus of €392.84, allowing them another opportunity to meet the wagering requirements. This is done with the intent of showing our empathy and commitment to ensuring player satisfaction.

We believe this action demonstrates our dedication to fair play and our desire to create a user-friendly experience, even when unintentional mistakes occur. However, it is important to note that this decision is final, and we cannot restore the previously lost bonus or winnings.

We hope this resolves the issue fairly and transparently.

Best regards,

CashWin Support Team

@branislav, that doesn't seem like a very good offer to me. I also have to bet it 70 times before I cash out.

@branislav, non mi sembra molto conveniente come offerta. Devo anche scommetterlo 70 volte prima di incassare.

Dear Cashwin Casino Team,

Thank you for the additional clarification. Can you please somehow prove the user cancelled the bonus himself (system records?) and a screenshot of a notification/pop-up which requires a player's confirmation for bonus cancellation? Alternatively - in one of the screenshots from the player, I could see that the bonus was marked as cancelled ("Annullato"). Can you provide us with an example of a bonus cancelled/removed by the casino if there is a difference between cancellations made by a user and by a casino?

If it suits you better, feel free to forward it to my email (branislav.b@casino.guru).

Since we are talking about reissuing only the bonus, and WRs relate both deposit and bonus, and the player lost his deposit by playing, would the casino be able and willing to decrease the WRs for the "goodwill gesture bonus", for example, to 35x the bonus amount?

Thank you.

Dear Branislav,

Thank you for giving us the opportunity to provide further clarification on this matter.

Firstly, we would like to highlight that our casino features a dedicated section for bonuses called the "My Bonuses" section. Here, players can view any active or queued bonuses they have, and it is also where they can cancel a bonus if they wish to do so.

While we understand the need for proof of cancellation, we prioritize both player data security and the integrity of our system. Unfortunately, we are unable to generate a specific spreadsheet or action log. However, we have attached two screenshots for your reference:

The first screenshot shows an active bonus in the "My Bonuses" section.

The second screenshot displays the pop-up that appears when a player clicks the trash bin icon to delete a bonus.We would also like to emphasize that we never cancel a bonus without the account holder's written approval, either via chat or email.

As a gesture of goodwill, we have reissued the bonus of €392.84 with a lower wagering requirement. This reflects our commitment to customer satisfaction and our intention to provide a positive and user-friendly experience.

We hope these actions demonstrate our transparency and dedication.

Best regards,

CashWin Support Team

Greetings all,

Great! Thank you very much, CashWin Support Team, for the additional information, and screenshots, and for lowering the WRs for the user's bonus. Those screenshots are basically the ones I requested, which is enough to confirm the bonus cancellation process at the casino, especially in combination with other details. Nothing more to add.

Dear omarfalasca,

At this point, I think that the casino representative explained everything necessary very nicely and in detail, so I sincerely believe all is clear to you.

Since you basically cancelled the bonus yourself and had to go through the confirmation pop-up, it is great the casino was able and willing to provide you with a new bonus, and you could use another chance to play and meet the wagering requirements. The casino was not obliged to provide it at all.

Can you please confirm everything explained in this thread is completely clear to you, and that we can consider the matter resolved/closed? Or, is there anything we can help you with, or what you would like to ask?

Nothing to confirm

Niente da confermare

Alright, omarfalasca. I understand your frustration. Unfortunately, there is nothing more we can help you with.

So, do I understand correctly you still insist on a refund of your disputed funds/winnings associated with the bonus you (despite it being a mistake) cancelled?

If so, I will have no other option than to reject the complaint.

Looking forward to hearing from you.

Dear omarfalasca,

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.