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Cashmio Casino - Unfair action on tournament

RESOLVED
Complaint Info
Disputed casino Cashmio Casino
Reason Other
Posted on November 11, 2019

I get promotion email from cashmio, about 3 weeks race and winner gets 5000e. I went to casino site and live chat with the 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 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,
Jarkko

Posted on November 12, 2019

Hello Jarkko,

I am deeply sorry for the inconvenience caused to you by this.

Unfortunately as mentioned we are allowed to exclude any players from any races, lotteries, campaigns or any other special promotions at any time without notifying the players. We want to offer all of our players a fair chance in our Races and due to unfair gameplay, we need to now and then exclude some players.

Regarding your unplayed deposits, those have already been paid back to you for this inconvenience. Unfortunately, we cannot refund the funds that you have already played. I am sorry that you are feeling disappointed of the Race exclusion but the decision stands for now as you were contacted previously.


Kind regards,

Lisa
Cashmio

Posted on November 12, 2019

Hi,

"We want to offer all of our players a fair chance in our Races and due to unfair gameplay, we need to now and then exclude some players."

If this is the situation in my case, why you promote me this tournament? Why did you wish me luck when I say I will invest 3000e to this tournament? Why your loyalty team offer me 2000e bonus against 10 000e deposit to this tournament?


Looks like it's very risky to play at cashmio if you are high stake player or even play a little bit more then usual player, because they can kick you out without any reason at any time of the running tournament and you will lose all the money invested on that.


So be careful!

AskGamblers
Posted on November 12, 2019

Dear Cashmio Casino,

Please provide evidence that player breached casino's terms by abusing the race system to his own benefit.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. ­A­fo­rem­ent­ioned evidence please send directly to the AskGamblers Complaint Team at suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

AskGamblers
Posted on November 14, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Cashmio Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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