CASHMIO - BONUS ISSUE
Ruling
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.
Player's Complaint
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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Hi xxscotslassxx - welcome to ThePOGG.com!
As a UK citizen and as we are the officially appointed Alternative Dispute Resolution service for Betspin Casino there is certain information we have to provide you now.
You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/
To summarise.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
The above is somewhat clunky but a necessary part of the process for any complaint that comes in under ADR procedures.
If you have any questions about the above, let me know.
With regard to the specifics of your complaint, I do understand your frustration but by the sounds of things there's been a technical issue. That being the case there's every possibility that Cashmio will have to involve several parties to review and establish what if anything has gone wrong. That can be a slow process.
In the mean time can I ask you to forward the file containing your play history to [email protected] so I can review and confirm whether or not you should have completed the wagering requirements before the larger bets took place. Once I've reviewed these files I'll contact the operator.
Thanks,
ThePOGG