Hello

I would like to bring to your attention an issue I encountered after making the second deposit and availing a bonus. Upon careful consideration, I began by using my genuine funds, resulting in a winning of 9900 euros. Upon reviewing my account, I observed that I had approximately 9900 euros in real funds and 89.98 euros in bonus funds.

Upon scrutinizing the terms and conditions, particularly in section 23.6 "  you have the right to cancel any bonuses before proceeding to their wagering, without losing your own funds. However, if you choose to cancel a bonus after playing with bonus funds but before fulfilling the wagering requirements, any winnings accumulated during the bonus period will be deducted, as outlined in the same section. "

In adherence to this provision, I decided to cancel my bonus funds, leaving me with 9900 euros in my account. Subsequently, I underwent a thorough verification process for my account and proceeded to initiate a withdrawal. However, to my surprise, after a day, the casino deducted all the funds, asserting that I had violated certain terms and conditions. I seek clarification and resolution regarding this matter.

Furthermore, I will be providing my gaming history and the correspondence exchanged via email between myself and the casino for your reference.

Dear warmas35,

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

I checked the rules and the arguments you received from the casino, and unfortunately, it seems that rule 23.6. doesn't necessarily protect you in this situation.

When you accept a bonus from the casino, the balance is combined. In this situation, the only option to withdraw any winnings is to complete the wagering requirements.

The 23.6 rule only protects your deposit, in case you cancel the bonus, and in this situation, the casino only followed this and credited back your deposit.

There are casinos where you can have separate winnings from a deposit balance and separate winnings from a bonus balance, however, it doesn't seem to be the situation here.

Please let me know if I overlooked any information, otherwise we'll reject your complaint.

Best regards,

Tomas

Hello,

It was very clear before I canceled the bonus, that I had two balances : 1 real balance containing "9900 euros" and a second bonus balance that had the sum "89.98 euros". This is the reason I canceled my bonus, otherwise I would've continued to wager my bonus because I had more money in my balance than the wagering required.

Also my bonus wager was at 0%. I played a game that counts towards the wagering requirements, meaning that I could have canceled my bonus without forfeiting my winnings.

From what we all can see this is clearly a misunderstanding and I hope that we can resolve this situation with CashWin, and I hope the casino's staff can be cooperative.

Thank you!

Thank you very much, warmas35, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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. 

Hi warmas35,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Cashwin Casino to join the conversation and contribute to the resolution of this complaint.

Thank you for sharing your feedback on Casino Guru. We appreciate your openness, and we sincerely apologize for any inconvenience this situation may have caused.

After a thorough review of your case, we would like to address your concerns regarding the confiscation of your winnings obtained from the bonus. As outlined in our terms and conditions (specifically clauses 23.6 and 23.17), certain conditions come into effect when a player chooses to cancel a bonus after initiating gameplay with both bonus funds and real money.

In your specific situation, our records indicate that you began your gaming session with both the bonus funds and real money. It's understandable that players gain an advantage by starting their gaming session with a bonus, but it's important to note that specific conditions apply when opting for a bonus. As per our terms, players are required to complete the wagering requirements of the bonus once initiated. Unfortunately, canceling the bonus under these circumstances results in the deduction of both the bonus and any associated winnings.

We acknowledge the inconvenience this may have caused you, and we sincerely apologize for any frustration. Our system indicates your initiation of bonus wagering, but at an amount lower than the required threshold. In an effort to address the situation and demonstrate our commitment to your satisfaction, we would like to reissue the bonus for you with smaller wagering requirements than those previously applied.

We hope this gesture reflects our dedication to resolving any issues and ensuring a positive experience for our players. Please feel free to let us know if you have any further questions or if there's anything else we can assist you with.

Thank you for your understanding.

Cashwin Casino

Thank you Cashwin Casino team for the explanation.

Dear warmas35,

If I understand correctly, the bonus you played with is a standard cashable bonus that cannot be canceled without the winnings being lost. I believe it was mistaken for a so-called parachute bonus where you can cancel the bonus at any time and keep the winnings in the real money balance. If you didn't make the winnings before activating the bonus, I'm afraid I won't be able to help you.

Hello again CasinoGuru Team and CashWin Casino,

Thank you very much for the interest of both parties. As I mentioned before it was really unclear on the site if I will forfeit my money or not, so if you could please tell me what percentage of my 9900 euro win will you be able to return, that would be great!

Thank you again, and it looks like the problem is coming to an end.

Dear warmas35,

I've reviewed the bonus in detail. I'm afraid I haven't found any clues that would suggest that the bonus is a "non-sticky" or a "parachute bonus" that you could cancel at any time and cash out the real money balance. The Bonus T&Cs clearly state that the wagering applies to both bonus and deposit and canceling the bonus under these circumstances results in the deduction of both the bonus and any associated winnings. Unfortunately, I have no other choice but to reject your complaint. For future reference, I suggest reading the Bonus T&Cs and contacting casino support if anything is unclear. I wish I could be of more help.

Best regards,

Peter