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Cashmio - Unfair action on tournament

Ruling

Resolved - As this player has been removed from a tournament the losses from their play during the tournament have been refunded by Cashmio Casino.

Read our Cashmio Casino Review.

Player's Complaint

Hi, I already did complain to askgambler, they ruled for casino favour. Then after speaking with several people in Malta gaming industry, they say I need to make MGA complaint. MGA says I need to make a complaint to you guys.

So here is the same complaint what I send askgambler before. With few updates, now cashmio realize other top players play same as me, and they limit points to 15 000 points per day but didn't kick them out of the tournament. They can keep all the money from the prize pool. I'm the only one kicked out because I played too much in the first days.

"I get promotion email from cashmio, about 3 weeks race and the winner get 5000e. I went to the casino site and live chat with customer support about the competition. (I have all chat scripts) I ask about the race and say I will invest 3000e to this tournament and want to be sure about the rules. Also, I read competition rules very carefully thought. Live support confirms all details and wishes me luck.

I played all night, sleeping in intervals to get much as points possible. I get lead position on the tournament but lose 1100e that night.

Next day, I contact Cashmio loyalty team. I ask a bonus, and I get 2000e bonus with 10 000 deposit. There were 80 000e wagering requirement

Loyalty team wish me luck on games.

Day 3 comes on the tournament, I don't see anymore leaderboard and live support don't know anything. Loyalty team contact me in the morning and tells me that I can't play any more tournaments, because some players have a complaint that I have too many points (wtf...)

So they kick me out of the tournament. First, they support me to play and even give a huge bonus, then next day ban me from the tournaments.

I lose 1100e for this tournament and this is the amount I'm asking back. I think it's totally unfair that casino first lure to play promotion and then I invest money and stay up all night, they kick me out because of some other players didn't stay up all night and didn't play much as I did.

I ask Cashmios official response to this case, here is what they say:

As agreed in Whatsapp conversation, we are writing to you about the decision made to exclude you from the Cash is King Tournament (special tournament promotion on Cashmio’s site).

We are considering Cashmio the World's Happiest Casino and therefore, we will try to offer the best and funniest gambling experience possible under the responsible gaming terms.

We support fair game play in individual gaming but even more in the Races where players are playing against each other by collecting points in selected slot games.

The decision mentioned above is about excluding you from the ongoing Cash is King Tournament. We have stated in the Race’s terms and conditions that players can be excluded from the Races at any time without a particular notification.

The term is stated as follows: Cashmio has the right to exclude certain players from races, lotteries, campaigns or any other special promotions at any time without notifying the players.

The player has repeatedly abused the race system to his own benefit and played in a way that is not fair. In order to give a fair and enjoyable competition experience to all our players equally we have made the decision to exclude his participation.

The decision stands until further notice.

Kindest regards,

Cashmio"

If abuse is that I stayed up all night and played thousand of euros, then I'm guilty.

I demand back 1100e what I lose to this tournament.

Best regards,

[EDIT]"

I just don't believe casinos can first lure to play even give 2000e bonus. after that, they ban me for the tournament because I play more than other players and get too many points? I didn' break any rules what so ever.

I have all chat scripts and cashmio loyalty team WhatsApp conversation where they offer me a bonus and wish me good luck.

Obviously, this not about the money for me anymore. I just want to know, can cashmio use gods clause like this, other casinos and game provides which I talk this weekend, say this is totally absurd.

Best regards,

[EDIT]"

Read the casino review

9 Responses

User icon
ThePOGG
November 21, 2019

Hi napasorsa - welcome to ThePOGG.com!

As we are the ADR for the MT Secure Trade license under the Malta Gaming Authority license 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/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

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.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
napasorsa
November 21, 2019

Thank you. I hope we can resolve this case together.

User icon
napasorsa
December 6, 2019

Any update?

User icon
ThePOGG
December 13, 2019

Hi napasorsa,

Having discussed this issue with Cashmio, my understanding is that your losses during this tournament have been refunded to your bank account. Can you please confirm when you receive your funds?

Thanks,

ThePOGG

User icon
napasorsa
December 17, 2019

No, that's not true. They haven't refunded me any of the loss for this tournament. Still missing the 1100e.

User icon
ThePOGG
December 20, 2019

Hi napasorsa,

Have you checked your player account?

Thanks,

ThePOGG

User icon
ThePOGG
December 29, 2019

Hi napasorsa,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
napasorsa
January 4, 2020

Yes,

I didn't know they have refund 1100e to my account, because nobody notifies me. Clase can close

User icon
ThePOGG
January 10, 2020

Hi napasorsa,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

napasorsa 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:

  • Cashmio
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • MT SecureTrade Limited

November 21, 2019

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