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Hi I'm new here...

I wanted to see your opinion about a cashback problem at an online casino.

I got a cashback refund amounting to 600 eur. The terms say that the maximum reimbursement in this case is 10 times the 600. So far correct. I earned more than 6000 and requested withdrawal ... as the maximum is 6000, they subtracted the 600 and I had a pending withdrawal of 5400 ... from here, they made me a first payment of 400. Leaving 5000 pending ... but then, thinking that that money was already mine, I returned it to balance to continue playing ... with that I won up to more than 10,000 euros ...

Now they tell me that since I played with money that previously came from cashback with a win limit, they will not pay me anything that I won when returning to balance ...

I interpret that this money was already mine, since its base has been discounted and it is now available for collection ... they are not going to pay me anything I earned ... how do you see it?

Hola, soy nuevo aquí...

Quería ver la opinión acerca de un problema de cashback en un casino online.

Conseguí un cashback de reintegro por importe de 600 eur. Los términos dicen, que el rembolso máximo en este caso es de 10 veces los 600. Hasta aquí correcto. Gané algo mas de 6000 y solicité retiro...como el máximo es 6000, me restaron los 600 y me quedó un retiro pendiente de 5400...de aquí, me hicieron un primer abono de 400. Dejando pendiente 5000....pero luego, pensando que ese dinero ya era mío, lo devolví a saldo para seguir jugando...con eso gané hasta mas de 10.000 eur...

Ahora me dicen, que como jugué con dinero que anteriormente venía de cashback con límite de ganancias, no me van a pagar nada de lo que gané al devolver a saldo...

Yo interpreto que ese dinero era ya mío, al haberse descontado su base y estar ya para cobro...no me van a pagar nada de lo ganado...cómo lo veis?

Hi, you got a cashback, which is basically a form of bonus. If they said the max. withdrawal is 10 times 600 for the bonus, then you can withdraw max. 10 times bonus. The pending withdrawal doesn't mean the money is yours. The withdrawal rules always apply until the withdrawal is processed. If you waited until the withdrawal is processed (5000) and then you would deposit these 5000 into the casino and won 10 000, it would be alright, because there would be no rules applied to your 5000 deposit.

So according to what you describe here, they should still pay you the 5000, but not the rest. That's how I see it.

Thank you very much Daniel for evaluating and answering me ... anyway, I think that the casino should not allow to return to balance a withdrawal that does not admit possible profit, and only lose it ... or warn of it when returning it to balance to avoid playing hours uselessly, as it happened to me.

Even so, in this case there have been strange things ... I did not explain yesterday that I had 2 requested withdrawals ... one of 5400 (the cashback) and another of 2100 from deposit without limitations. The 5400 one had been waiting for more than a week to be processed ... and the 2100 one, I had just requested it hours before ... (they never process a withdrawal in less than a week)

I received 2500 in my account ... and I interpreted that it was from the oldest withdrawal ... and I had a new total balance of 5000, without specifying what capital it corresponded to ... I thought they had paid me the oldest ... .

Then, they answer me that first they paid me the last of hours before (2100), and 400 of the old one ... in no case did the balance pending collection indicate which withdrawal it came from, since the amount no longer corresponded to any of the requested ones ... in short, 10,200 euros of profit that they do not pay me (but they do pay the 5,000 of the cashback) ...

Well, I see strange practices in this case, but thanks for the opinion, and regards

Muchas gracias Daniel por valorar y responderme...de todos modos, creo que el casino no debería permitir devolver a saldo un retiro que no admite ganancia posible, y sólo perderlo...o avisar de ello al devolverlo a saldo para evitar estar jugando horas inútilmente, como me pasó a mi.

Aún así, en este caso han habido cosas extrañas...no expliqué ayer, que yo tenía 2 retiros solicitados...uno de 5400 ( el del cashback) y otro de 2100 procedente de depósito sin limitaciones. El de 5400 llevaba mas de una semana en espera para ser procesado....y el de 2100, lo acababa de solicitar horas antes...( nunca procesan un retiro en menos de una semana)

Recibí en mi cuenta 2500...y yo interpreté que era del retiro mas antiguo...y me quedó un nuevo saldo total de 5000, sin detallar a qué capital correspondía...yo pensé que me habían pagado lo mas antiguo...

Luego, me responden que primero me pagaron el último de horas antes(2100), y 400 del antiguo...en ningún caso el saldo pendiente de cobro, indicaba de qué retiro venía, ya que la cantidad no se correspondía ya con ninguno de los solicitados...en fin, 10.200 euros de beneficio que no me pagan ( pero sí los 5000 del cashback)..

Bueno, yo veo prácticas raras en este caso, pero gracias por la opinión, y saludos

I can see you actually never mentioned the casino brand. Where did you play when it happened?

I can aggree that it's very strange that you requested 2 withdrawals - 2100 and 5400, but you received one withdrawal of 2500. When I worked in a casino, this wouldn't even be possible to happen. You either approve the withdrawal or decline, but you can't just move money from one withdrawal to another withdrawal request.

I'm just thinking that maybe their max. withdrawal is 2500 and since 2100 + 5400 is 7500, that would be exactly 3x 2500. It would be nice to have the warnings that you described above, but it's something that simply isn't the business standard. I'm not even sure if there's any casino that would warn you about this at all. There are casinos that warn you about losing a bonus money when you request a withdrawal with a positive bonus balance on your account, but that's another story.

Thanks Daniel again for your reply.

Let me not mention the name of the casino for the moment ... but I can say that it is one of the most reputable ones on the black lists (too bad I didn't know when I started with it a long time ago). I do not know to what extent my comments can reach their ears, and I read a long time ago that they had closed accounts for no reason to a player, and even threats due to negative comments in forums ... and they still owe me the cashback money, which is pending collection. I wait for it.

They have quite limited in amount and time, withdrawals, to the point that, playing a little high like me, I can not request withdrawals even for the amount deposited, unless I make new deposits (subject that I have not been able to see in its terms and regulations). I do not see that, deposits without any promotion or bonus, the payment time is conditioned to new deposits, but they do. If you don't deposit more, it takes a long time to collect up to what you put in.

And then, they gradually open the possible withdrawal amount for you, when making deposits. It is the case, that several withdrawal requests accumulate. If I have a pending withdrawal, eg. of 1000 eur, and another of eg. 3000, of different dates, they pay me for example 2500 eur. into account, disappearing the two withdrawals initially requested, and leaving a new withdrawal pending of 1500 eur on the new date ... that new withdrawal, I have not requested it, but in reality it corresponds to the amount that has remained pending payment, and therefore I have never claimed that ...

Until now there was no problem for this, because all withdrawals had full rights and were not affected by any limit on promotions or bonuses. And deep down, I didn't care which request the payment was referring to, since the amounts were correct. what happened now? Well, I had a withdrawal requested more than a week ago, which already had its maximum benefit limit, and another requested a week later without any operational limit. In this case, they were 5400 with a limit, and 2100 without ... but the order of the request was 5400 a week before ... How they only wanted to pay me in that payment 2500, they say that they paid me in full for 2100 and 400 cashback ... disappearing both withdrawal requests and

5000 remaining pending from the casback ... but they didn't tell me about that. I assumed that I had been paid first for the one I requested first ...

When returning to balance the total that I had left (I could not divide), I interpreted that I was returning part of the capital that had no restriction. And I go and earn 10,300 euros with that ... and now they say they don't pay anything because it came from cashback.

That payment they made me of 2500, was the day after my request for 2100 without limit ... They have never paid a withdrawal so fast ... but now they say that it was ... that they paid me immediately the day before , but only part of the week ago ...

And with that I have to stay, because they say it is like that and period ... they will not pay me.

I imagine there is no way for someone outside to referee that ...

Thank you very much and forgive me the roll that I have explained, but for me it was important because it is a lot of money

Gracias Daniel de nuevo por tu respuesta.

Permíteme que, de momento, no mencione el nombre del casino...pero puedo decir que es uno de los que está con peor reputación en las listas negras (lástima no haber sabido cuando empecé con él hace tiempo). No sé hasta qué punto pueden llegar a sus oídos mis comentarios, y leí hace tiempo que habían cerrado cuentas sin motivo a algún jugador, e incluso amenazas por comentarios negativos en foros...y aún me deben el dinero del cashback, que está pendiente de cobro. Me espero a ello.

Tienen bastante limitados en cantidad y tiempo, los retiros, hasta el punto que, jugando un poco alto como yo, no consigo solicitar retiros ni por el importe de lo depositado, a no ser que haga nuevos depósitos (tema que no he podido ver en sus términos y normas). No veo que, depósitos sin ninguna promoción o bono, esté condicionado el tiempo de pago a nuevos depósitos, pero así hacen. Si no depositas mas, tardas mucho en cobrar hasta lo puesto.

Y luego, te van abriendo gradualmente la cantidad posible de retiro, al hacer depósitos. Se da el caso, que se acumulan varias solicitudes de retiro. Si tengo un retiro pendiente, por ej. de 1000 eur, y otro de por ej. 3000, de distintas fechas, me abonan por ejemplo 2500 eur. en cuenta, desapareciendo los dos retiros solicitados inicialmente, y quedando un nuevo retiro pendiente de 1500 eur en la nueva fecha...ese retiro nuevo, no lo he solicitado yo, pero en realidad corresponde a la cantidad que ha quedado pendiente de pago, y por lo tanto nunca he reclamado eso...

Hasta ahora no hubo problema por ello, porque todos los retiros tenían los derechos plenos y no estaban afectados por ningún límite de promociones o bonos. Y en el fondo, me daba igual a qué solicitud estaba referida el pago, pues las cantidades eran correctas. ¿qué ha pasado ahora? Pues que tenía un retiro solicitado mas de una semana atrás, que tenía ya su limite de beneficio máximo, y otro solicitado una semana despúes sin ningún limite operacional. En este caso, eran 5400 con límite, y 2100 sin...pero el orden de petición, fue el de 5400 una semana antes...Cómo sólo quisieron abonarme en ese pago 2500, dicen que me pagaron entero el de 2100 y 400 del de cashback... desapareciendo ambas solicitudes de retiro y

quedando pendientes 5000 del casback...pero de eso no me avisaron. Yo dí por supuesto que me habían pagado primero el que primero solicité...

Al devolver a saldo el total que me quedaba (no podía fraccionar), interpreté que devolvía parte de capital que no tenía restricción. Y voy y gano 10.300 eur con eso...y ahora dicen que no pagan nada porque venía de cashback.

Ese pago que me hicieron de 2500, fue al día siguiente mismo de mi solicitud de 2100 sin límite...Nunca han pagado tan rápido un retiro...pero ahora dicen que así fue...que me pagaron inmediatamente el del día antes, pero sólo una parte del de semana atrás...

Y con eso me tengo que quedar, pues dicen que es así y punto...no me pagarán.

Me imagino que no hay manera de que alguien externo arbitre eso...

Muchas gracias y perdonadme el rollo que he explicado, pero para mí era importante pues es mucho dinero

I'm sorry to say that, but since you say they're even on blacklists, what do you expect now? I understand that they didn't process the older withdrawal request, but they processed the new one a day after, which is unusual. Maybe they did this on purpose, because they didn't want to pay you the rest of winnings so they basically created an opportunity for breaking their terms and conditions, which you probably did. On the other hand, as you say, they request new deposits from you even though it's not mentioned in their terms and conditions.

Simply said, there are predatory casinos that don't care about their reputation or players satisfaction. They just go after money. That's why Casino Guru project was created. We're not telling people to stop playing in casinos, but we just want to help them to choose the best ones according to our deep and regular testing and avoid the bad ones. So what's the current situation. Do you think they're going to pay you the cashback?

Hello again.

My opinion is that they will pay me what I returned to balance according to them from cashback, and I suppose that at a fairly slow pace, but none of the 10,300 benefits. There is still that money in my balance, but I imagine it will disappear in the next payment they make me ...

Hola de nuevo.

Mi opinión es que me pagarán lo que devolví a saldo según ellos de cashback, y supongo que a ritmo bastante lento, pero nada de los 10.300 de beneficios. Aún está ese dinero en mi saldo, pero imagino que desaparecerá en el próximo pago que me hagan...

Then I can only wish you good luck in receiving what you earned with the cashback 🙂

Hello Daniel, greetings after a long time ... sorry I did not write again, because I ended up so fed up with what happened to me, that I lost all interest ... thanks for your help in those days ...

I ended up so obsessed, that I made new strong deposits, after they only paid me a part of what I had ... but it got worse. As I lost a lot, when I won they would not let me withdraw even half of the deposit, which was enough ... I ended up so fed up, that I canceled the account alleging problems with the game, which became true, indicating that I did not want to receive any communication.

In those days, I told you that I did not want to reveal the name of the casino at the moment. Now I do not care, because I think they can not retaliate that affects me.

This is play2win, which despite indicating the closure of the account due to problems with the game, continues to send me, very occasionally, emails with promotions.

I want to thank you for the great help received from you in those days. And if this can be of use to someone, it will be enough ...

Greetings

Hola Daniel, saludos después de mucho tiempo...disculpa que no haya vuelto escribir, pues acabé tan harto de lo que me sucedió, que perdí todo interés...gracias por tu ayuda en esos días...

Acabé tan obsesionado, que hice nuevos depósitos fuertes, después de que sólo me pagasen una parte de lo que tenía...pero fue a peor. Como perdí bastante, cuando ganaba no me dejaban ni retirar ni la mitad de lo depositado, que era bastante...acabé tan harto, que cancelé la cuenta alegando problemas con el juego, lo cual llegó a ser cierto, indicando que no quería recibir comunicación alguna.

En aquellos días, os dije que no quería de momento, revelar el nombre del casino. Ahora me da igual, porque creo que no pueden tomar represalias que me afecten.

Se trata de play2win, que a pesar de indicar el cierre de cuenta por motivos de problemas con el juego, me sigue enviando, muy de vez en cuando, correos con promociones.

Quiero agradecerte la gran ayuda recibida de tu parte en aquellos días. Y si esto puede servir para alguien, me bastará...

Saludos

I'm sorry to hear about your negative experience. Anyway, thank you for sharing it with us and I honestly hope you'll fine a place where you'll be much happier 🙂 Let us know if you eventually find it.

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