Cashalot Casino - プレイヤーのボーナス賞金が減りました。

i made my first deposit at cashalot and accepted a 200 percent deposit bonus and deposited 100 euros (100 euros real money and 200 euros bonus)

there was no indication of a max cashout of the bonus, nor did i find anything in the bonus conditions.

casino guru also writes max withdraw: unlimited

after successful implementation I won 3600 euros this was set to 500 euros which I can now pay out.

so 3100 euro was simply canceled for me.

The worst is actually that I had a 1000x hit with my real money, the 100 euros, which brought me 4000 euros, at no point did I touch the bonus.

since there was no indication of a max cashout and the profit was with real money (200 euro bonus was not used) i feel cheated.

unfortunately only stakes and winnings are shown in the bet history but not the account balance that you had at the time.

but i did a screenshoot immediately after the implementation was completed, where i was on 3600 euros and the bonus was implemented.

ich habe bei cashalot meine erste einzahlung getätigt und einen 200 protzent einzahlbonus angenommen und 100 euro eingezahlt (100 euro echtgeld und 200 euro bonus)

es gab keinen hinweis auf einen max cashout des bonus auch in den bonusbedingungen habe ich nix gefunden.

auch casino guru schreibt max withdraw:unlimited

nach erfolgreicher umsetzung habe ich 3600 euro gewonnen diese wurde auf 500 euro gesetzt was ich nun auszahlen kann.

also 3100 euro wurde mir einfach storniert.

das schlimmste ist eigentlich das ich mit mein realmoney also die 100 euro einen 1000x hit hatte der mir 4000 euro brachte,ich habe zu keinen zeitpunkt den bonus angerührt.

da es keinen hinweis auf einen max cashout gab und der gewinn mit realmoney war (200 euro bonus wurde nicht benutzt) fühle ich mich betrogen.

leider wird in der bet history nur einsatz und gewinn angezeigt aber nicht der kontostand den man zu dem zeitpunkt hatte.

ich habe aber noch ein screenshoot direkt nach fertigstellung der umsetzung gemacht wo ich auf 3600 euro war und der bonus umgesetzt war.

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://cashalot.bet/terms-and-conditions:

"16.10.2.3. There may be restrictions on the amount of bonus withdrawals. The standard bonus withdrawal limit is 200% of the bonus received. This percentage may change from time to time, so be sure to contact website customer service each time to check the limit on a particular bonus."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise if your withdrawal of €500 has been received already?

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

The casino does not have live chat to ask customer service about max cashout.

I have not yet applied for the payment of 500 euros because I do not agree to this max cashout. If I pay out now, I will automatically forego my winnings of 3000 euros.

there was no specific information about the max cashout of the bonus, neither in the description of the promo nor in the bonus terms and conditions.

The standard bonus withdrawal limit is 200% of the bonus received. This percentage can change from time to time.

this is not a clear statement

why does casino guru say cashalot first deposit bonus max payout: unlimited?

that's wrong then

In addition, the win was with my 100 euro real money. The 200 euro bonus balance was never played

First of all, it is played with real money and when it is used up then the bonus is on it is also stated in the terms

The bonus conditions also state that you can cancel your bonus if you win with real money, but I couldn't find an option for it.

live chat hat das casino nicht um den kundendienst nach max cashout zu fragen.

ich habe die auszahlung von 500 euro noch nicht beantragt da ich mit diesem max cashout nicht einverstanden bin.wenn ich jetzt auszahle verzichte ich ja automatisch auf meinen gewinn über 3000 euro.

es gab keine konkreten informationen zum max cashout des bonus weder in der promo beschreibung noch in den bonus agb.

Das Standard-Bonus-Auszahlungslimit beträgt 200% des erhaltenen Bonus. Dieser Prozentsatz kann sich von Zeit zu Zeit ändern.

dies ist keine eindeutige aussage

warum steht bei casino guru bei cashalot first deposit bonus max auszahlung :unlimited?

das ist ja falsch dann

auserdem war der gewinn mit mein 100 euro echtgeld.das 200 euro bonusguthaben wurde zu keinen zeitpunkt gespielt

zuerst wird ja mit echtgeld gespielt und wenn es aufgebraucht ist dann ist der bonus dran so steht es auch in den terms

in den bonusbedingungen steht auserdem das man sein bonus stornieren kann wenn man mit echtgeld gewinnt ich konnte allerdings keine option dafür finden.

16.10.2.1. A bonus is credited to the bonus balance. When using an activated bonus, the real money from the player account is used first and only then the bonus money, unless otherwise stated. Each user has the right to use only one bonus within a bonus campaign, the use of two promotional codes of the same type is considered to be an abuse of the rules and will result in the cancellation of the bonus.

16.10.2.1. Dem Bonusguthaben wird ein Bonus gutgeschrieben. Bei der Verwendung eines aktivierten Bonus wird zuerst das Echtgeld vom Spielerkonto verwendet und erst dann das Bonusgeld, sofern nicht anders angegeben. Jeder Benutzer hat das Recht, nur einen Bonus innerhalb einer Bonuskampagne zu verwenden, die Verwendung von zwei gleichartigen Aktionscodes wird als Missbrauch der Regeln angesehen und führt zur Stornierung des Bonus.

I fully understand your point of view, fowi30. However, please understand casinos consider real and bonus money to be one package from the point a promotional offer has been activated and by cancelling the offer, all the winnings are usually ceased. 

As I mentioned earlier, it is nothing unusual to have maximum cash out applied to a bonus play. Please understand that if the information about maximum cash out is displayed in the T&Cs there's nothing, we can do to change it. I agree that it would be ideal to have a specific amount, that a player will be entitled to, clearly advertised next to each promotional offer, however, if this information is not included in each offer then the general rules prevail.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

why does cashalot first deposit bonus max payout say: unlimited

I also orientated myself on that and in the terms I overlooked the 200 percent maximum payment of the bonus

you have corrected it in the middle it is now 2x bonus amount only unfortunately too late for me I have now lost over 3000 euros

warum steht bei ihnen bei cashalot first deposit bonus max auszahlung:unlimted

auch daran habe ich mich orientiert und in den terms habe ich das mit den 200 protzent max auszahlung des bonus übersehen

mittlereile haben sie es ja korrigiert es steht nun 2x bonusbetrag nur leider zu spät für mich ich habe nun über 3000 euro verloren

I'm sorry, fowi30. The bonus on our website is 100% up to €200.

https://casino.guru/cashalot-casino-review#tab=js-tab-bonuses

Do I understand correctly that you have redeemed 200% promotional offer?

"i made my first deposit at cashalot and accepted a 200 percent deposit bonus and deposited 100 euros (100 euros real money and 200 euros bonus)"

It looks as they are two different bonuses. I have updated our review as soon as I published your complaint to have all the information on our website up to date. However, it seems as you haven't activated the promotional offer through our website. We currently have over 3,000 casinos in our database. We put a lot of effort into keeping the reviews up to date, but it is a difficult task.

However, please understand that T&Cs always prevail. I wish I could be of more help but unfortunately, there's not much we can do for you.

yes it was a bonus of 200 percent that i received. but also for this 100 percent bonus the max 2xbonus payout usually applies as it is in the terms of the casino

ja es waren 200 protzent bonus die ich erhalten habe. aber auch für diesen 100 protzent bonus gilt ja die max 2xbonus auszahlung normalerweise sowie es in den terms vom casino steht

Yes, the general bonus terms and conditions apply to all the promotional offers unless stated otherwise.

Isn't that predatory max 2x payment of the bonus is a joke, this is not a no deposit bonus, I paid for it it is an extremely important piece of information for me

ist das nicht räuberisch max 2x auszahlung des bonus ist ja ein witz,es handelt sich ja hier nicht um ein no deposit bonus,ich habe ja eingezahlt dafür.und dann noch schön die max auszahlung irgendwo in den terms verstecken bloss nicht in der promobeschreibung reinschreiben es ist eine ultrawichtige information für mich

I understand that maximum cash out 2x bonus value isn’t the best promotional offer out there. However, each bonus has its pluses and minuses and it will never be the same as if you played with the real money. 

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

the casino is the only payment method that offers credit cards.

It is usually a matter of course and my right that the casino must ensure that with the method of how you deposit you can also withdraw it.

I deposited with mifinity ewallet and never experienced that when I deposited with mifinity that I could not withdraw with mifinity.

I don't have a credit card and don't want to buy one just for a single payout.

das casino bietet als einzige auszahlmetode kreditkarte an.

es ist normalerweise selbstverständlich und mein recht das das casino dafür sorgen muss das mit der methode wie man einzahlt man auch wieder auszahlen kann.

ich habe mit mifinity ewallet eingezahlt und auch noch nie erlebt das wenn ich mit mifinity eingezahlt habe das ich nicht mit mifinity auszahlen konnte.

ich habe keine kreditkarte und möchte mir auch keine zulegen nur wegen einer einzigen auszahlung.

Please understand, fowi30, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? 

yes credit card or via crypto would be possible I don't have either.

ja creditkarte oder über krypto wäre möglich beides habe ich nicht.

If you have been advised by the casino to use a Bitcoin e-wallet, I would recommend opening a Bitcoin account. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/) Please let me know how you decided and we will agree on how to pursue this case.  I hope we will be able to help you to receive your winnings as soon as possible. 

i have no interest in bitcoin

if I had known beforehand that I could only withdraw using these methods, I would never have paid.

I've also never seen that when you deposit with mifinity that you can no longer pay out with it.

ich habe kein interesse an bitcoin

wenn ich vorher gewust hätte das ich nur über diese methoden auszahlen kann hätte ich nie eingezahlt.

ich habe es auch noch nie erlebet das wenn man mit mifinity einzahlt das man damit nicht mehr auszahlen kann.

I'm truly sorry, fowi30, but as I mentioned earlier, casinos are sometimes powerless and limited in offering payment methods to their customers.

If you have been informed about alternative methods to receive your winnings, please follow the casino's instructions.

I have set up a crypto wallet and sent the casino proof that it is my wallet

I asked you to pay out to my crypto wallet

no answer yet

ich habe eine crypto wallet eingerichtet und dem casino ein nachweis gesendet das es sich um meine wallet handelt

ich habe sie gebeten auf meine crypto wallet auszuzahlen

bisher keine antwort

Thank you very much that you have set up the crypto wallet. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi fowi30,

I'm taking over your complaint. Has there been any news regarding your withdrawal?

I can't make a payout as only credit card is available as a payout method on the payout page. But live chat has already assured me that I can also pay out via bitcoin wallet. Nothing has happened so far, I have already sent docs of my wallet and bitcoin address to the casino .

ich kann keine auszahlung erstellen da nur kreditkarte als auszahlmethode verfügbar ist auf der auszahltseite.aber live chat sicherte mir bereits zu das ich auch über bitcoin wallet auszahlen kann.passiert ist bisher nix,ich habe dem casino bereits docs von meiner wallet und bitcoin adresse geschickt.

I understand, let's wait a few more days then and see if you get paid.

Hi fowi30,

Thanks for the update. I wonder how it is even possible to make such a mistake. I will contact the casino and see if I can help. I would like to invite Cashalot Casino to the conversation to participate in the resolution of this complaint.

profit was paid out

gewinn wurde ausgezahlt

Hi fowi30,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter