Resolved - A technical issue where packages of complimentary spins were recorded as a single bet over the limit has be resolved and Cashmio have paid this player.
Signed up to cashmio - £50 deposit received £50 bonus + 10 complimentary spins
Won £0.45 in complimentary spins
Played ImmortalRomance - stakes of £0.90, £1.20, £1.50 and £3.00 (max stake on game)
Accumulated a balance of £2100 over a 4 hour period, up and down for a while and eventually ended this game at £395.
Switched to a different game RainbowRiches -Reels if Gold 5 spins for £25 - upped balance to £950 and withdrew.
Withdrawal refused and winnings confiscated as they state 'bonus abuse' as played over £5 stake (on 2nd game) during bonus wagering period!!
ImmortalRomance was played 0030hrs - 0530hrs - approx £3800 wagered
RainbowRiches -Reels of Gold played 1100hrs - 1830hrs -exactly £2050 wagered (which I feel would be 100% correct IF it was active from when the bonus was credited and I started playing)
My issue is it is impossible to have accumulated £2100 on a £50 deposit and & £50 bonus and then played down to £395 when max stake on the first game was £3.00 and NOT have already met the wagering rule of 40 x bonus?
They have sent me the game logs which show all bets wagered - a rough estimate shows approx £3800 wagered on ImmortalRomance before I even placed one bet on RainbowRiches which is where they say bonus abuse occurred.
I put it to them there has obviously been an error in activation of the wagering rule as it only appears to have activated AFTER I started to play the 2nd game - which was 11 and a half hours after the bonus was credited!
One advisor did state this may have been because the bonus/wagering details were added manually and not automatically - they now dispute this and state it is not possible to update this information manually.
They have now requested actual game rounds from the provider as they need to see the actual physical rounds!! Why I have no idea as all of the information is clear in the logs they sent me.
Surely they cannot credit a bonus, allow you to play that bonus for 5 hours wagering over £3000 and THEN activate the wagering rule?? as this is what they have done yet refuse to acknowledge it.
I feel they are treating me as if I am some form of criminal or scammer when their system is clearly at fault here.
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xxscotslassxx consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
February 22, 2017