Hi there,

I paid € 120. Then I received a bonus and wagered the entire money according to the specifications.

I then wanted to have 1000 € paid out. Then they gave me the € 1000 and an additional € 2000, which were still on my account, to the amount of € 120.

Then I wanted to at least have the 120 € paid out again and they also set the 120 € to 0 €.

My highest stake during the entire season was € 5 per game and I only played with slot machines. I also didn't get any feedback as to why everything was confiscated.

Best wishes

Marko

Hallo,

Ich habe 120 € eingezahlt. Dann habe ich einen Bonus erhalten und habe dass komplette Geld nach Vorgabe umgesetzt.

Ich wollte dann 1000€ auzahlen lassen. Dann haben sie mir die 1000€ und zus?tzlich 2000€, welche noch auf meinen KOnto waren auf den Betrag von 120€ zurückgesetzt. 

Dann wollte ich mir wenigstens die 120 € wieder auszahlen lassenund sie haben mir auch noch die 120€ auf 0€ gesetzt.

Mein h?chster Einsatz w?hrend der gasamten Spielzeit lag bei 5€ pro Spiel und ich habe nur mit Spielautomaten gespielt. Ich habe auch keine Rückmeldung bekommen, warum alles eingezogen wurde.

Viele Grü?e 

Marko

Hello Marko.

We are very sorry to hear about your troubles. Could you please login to your account and send us your game history? Please, tell us exactly which bonus you used, so that we can investigate the issue. 

Hello, in the meantime at least the paid amount has been transferred back. (120 €)

Hallo, mittlerweile wurde zumindest der eingezahlte Betrag zurücküberwiesen. (120€)

Hello, I used the welcome bonus where the bonus is automatically credited to the deposit balance. I can hardly add the course of the game because there are over 23000 game rounds.

Hallo, ich habe den Willkommensbonud genutzt, bei dem der Bonud automatisch dem Einzahlguthaben gutgeschrieben wird. Den Spielverlauf kann ich schlecht hinzufügen, da es über 23000 Spielrunden sind.

I would like to ask Cashpot casino representatives to help us in this case. Could you please explain to us what happened and why Marko's winnings were voided and only deposit returned?

Dear Marko and Casino Guru

We appreciate you bringing this matter to our attention. 

@Marko, please bear with us as we investigate your concerns.  We will update this post once we finalised the review of your account.

All the best,

Cashpot Casino

Dear Marko and Matej

We have finalised the review of your account and here is the outcome.

Under 13.6 of the Terms and Conditions:

If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount.

Your only deposit is €120 and therefore the maximum payout is x10 of your deposits.  We can confirm you have successfully received the refund of your deposit and therefore the €1000 pending withdrawal has been reinstated.  

Your pending withdrawal will be processed once you finalised the KYC. Please visit the Live Chat if you need help providing the documentation to verify your account.

Kind regards

CashPot Casino

Unfortunately, Marko, based on what casino wrote here, they were acting according to their T&C's

Based on our fair gambling codex: http://www.kpvfaw.com/fair-gambling-codex-for-casinos#hidden-predatory-rules-examples

We consider such a rule as predatory, but only in case when a player plays without a bonus. We already consider this fact in our rating. (deduction 2 points) and we mentioned this rule in our review and pros &cons.

We already spoke with this group about this rule and tried to convince them to change the rule, but they want to keep it in their T&C's

Because you played with a bonus, even we dislike this rule, we believe that casino has the right to apply the rule 13.6 against you. You should be able to withdraw €120x10 = €1200  

Please follow casino instructions and finalise your KYC to be able to withdraw your winnings.

I hope you understand our decision and enjoy your winning.

I would like to thanks both parties for cooperation with the hope that all is now explained.

Hi there,

if this rule is so, nothing can be done and I will of course be happy about the profit.

For a week I have been trying to get feedback whether all the documents are available. Today I was told that the back of the CreditCard is missing. I have sent it again and hope that everything works now and I will contact you again if it worked.

Thank you.

Greetings Marko

Hallo, 

wenn diese Regel so ist, kann man nichts machen und ich werde mich natürlich über den Gewinn freuen. 

Seit einer Woche habe ich versucht eine Rückmeldung zu bekommen, ob alle Unterlagen vorhanden sind. Heute wurde mir gesagt, dass die Rückseite der CreditCard fehlt. Ich habe sie nochmals zugesendet und hoffe, dass jetzt alles funktioniert und werde mich nochmals melden, wenn es geklappt hat.

Danke. 

Gru? Marko

Let us know Marko when your withdrawal would be successful, and we will close the complaint.

Hello Marko.

Any updates?

Hi there,

I haven't received any money yet. The live chat wrote to me on Tuesday that the transfer was carried out on Sunday. But as I said, I haven't got anything yet.

Hallo, 

bis jetzt ist noch kein Geld bei mir eingegangen. Der Live chat hat mir am Dienstag geschrieben, dass die überweisen am Sonntag durchgeführt wurde. Aber wie gesagt, bis jetzt habe ich leider noch nichts bekommen.

Hi there,

I have just received the money

Thank you very much. Greetings Marko

Hallo,

ich habe das Geld soeben erhalten

Vielen Dank. Gru? Marko

Dear  Marko,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.