Cashmio issue - bonus

[xxscotslassxx]

Hi I have lurked for a long time never posted previously apologies if this turns out long winded....

 

Signed up to cashmio (10/10 review on here can't be bad) £50 deposit received £50 bonus + 10 free spins

 

1st question...,,,Bonus wagering 40 x bonus = £2000 - is this correct??

 

Won £0.45 in free spins

 

Played stakes of £0.90, £1.20, £1.50 and £3.00 (max stake on game)

 

Accumulated a balance of £2100 over a period of 5 hours. Played down to £395. Switched to a different game 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!!

 

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 waging rule of 40 x bonus?

 

They have sent me the game logs which show all bets wagered - a rough estimate shows approx £3800 wagered before I even place one bet on the 2nd game which is where they say bonus abuse occurred. Am I missing something here?

 

Many thanks for any advice

[xxscotslassxx]

Just to add - wagering for the second game played amounts to £2050 exactly - which I feel would be 100% correct IF it was active from when the bonus was credited and I started playing.

 

Both games count as 100% towards wagering

 

1st game was played 0030hrs - 0530hrs - approx £3800 wagered

 

2nd game played 1100hrs - 1830hrs -exactly £2050 wagered

 

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 was said despite me having the chat log!

 

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 they need is in the logs they sent me.

 

They are treating me as if I am some form of criminal or scammer when their system is clearly at fault here.

 

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.

[LeoDubbed]

Just to add - wagering for the second game played amounts to £2050 exactly - which I feel would be 100% correct IF it was active from when the bonus was credited and I started playing.

 

Both games count as 100% towards wagering

 

1st game was played 0030hrs - 0530hrs - approx £3800 wagered

 

2nd game played 1100hrs - 1830hrs -exactly £2050 wagered

 

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 was said despite me having the chat log!

 

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 they need is in the logs they sent me.

 

They are treating me as if I am some form of criminal or scammer when their system is clearly at fault here.

 

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.

Hello there and welcome to Askgamblers,

 

I'm sorry to hear that you had an issue with Cashmio, I personally never had one. I made my first deposit, got my deposit bonus and withdrawals went smoothly.

 

If you want to submit a complaint, you can do so here, go to support tab and select submit complaint.

 

I wish you the best of luck.

[xxscotslassxx]

Hi thanks for your reply

 

Their ADR is listed as another site (not sure whether I can post it on here T**P**) so I will follow their guidelines to the letter and raise complaint there. I just wanted to sound it out first incase I was missing something. I'd checked on here before registering and saw the 10/10 review and reviews elsewhere were also all good so really didn't think there would be an issue.

 

They are refusing to take on board anything I have said which is clearly in black and white in the gamelogs THEY sent me. It is very frustrating!

[MacdoniS]

Hi Scotslass! 

Have you try to make a complaint? 

Do you email them and ask them for the detail of that game log? 

As I see your case I will say that it's not impossible to wager that amount from that  £50 unless you violate the Cashmio T & C.

Just update us if anything do fine mate.

[ValDes]

Just to add - wagering for the second game played amounts to £2050 exactly - which I feel would be 100% correct IF it was active from when the bonus was credited and I started playing.

 

Both games count as 100% towards wagering

 

1st game was played 0030hrs - 0530hrs - approx £3800 wagered

 

2nd game played 1100hrs - 1830hrs -exactly £2050 wagered

 

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 was said despite me having the chat log!

 

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 they need is in the logs they sent me.

 

They are treating me as if I am some form of criminal or scammer when their system is clearly at fault here.

 

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.

 

Hello there and welcome to AskGamblers. 

 

Once you raised an official dispute with the relevant ADR then you must stick to their specific procedures and refrain from giving further publicity until they took a decision and rule your case.

 

You are free to use AGCCS /AskGamblers Casino Complaints Service/ at any time though, but not sure the casino would be willing to share information with us while you are still in an official ADR procedure.   

[xxscotslassxx]

MacdoniS - hi thanks for your reply

 

Yes I have raised a complaint with them and I have received full copies of all game logs which is why I can see quite clearly the wagering rule was already met when playing the 1st game.

 

1st game £3800 wagered on ImmortalRomance with stakes of £0.90, £1.20,£1.50 and £3.00 is not in violation of their t&c's - legitimate game play as recorded on their game logs which they sent me.

 

2nd game is RainbowRiches - Reels of Gold - 5 x spins for £25 - I would argue that this is still within the max of '£5 per bet' however it is irrelevant as the wagering rule was already met anyway, long before even playing this game so any play/stake on this game would/should not even constitute as 'bonus abuse'. It is this game where they have stated 'bonus abuse' occurred and the reason winnings were confiscated.

 

Both games were played on the same date -

 

ImmortalRomance 0030hrs (when signed up) - 0530hrs

 

RainbowRiches - Reels of Gold - 1100hrs - 1830hrs

[xxscotslassxx]

 

Hi ValDes thanks...I am now going to raise an official dispute with their ADR - so will not post further until that has been completed.

 

As far as I can see it is very clear cut...unless like I said I am missing something.

 

I have given them 5 days and so far they haven't budged from '5 spins for £25 is bonus abuse' and have refused to acknowledge the previous 5 hours game play. I will wait and see what the ADR brings

[LilianInThaHouse]

Hello and welcome to the forum. I am sorry to hear about your issues and my only advice is to file complaint and be patient. AG stuff will do their best to help you out..

 

Be careful before depositing and search all and everything about casino you want to play in.

 

Best of luck!