CashiMashi Casino - El jugador se queja de no recibir un bono y un pago retrasado.

Hello Dear Sir or Madam, this is about trust and equality. I have leveled myself up and always have an overview of my credit balance because I look at the level and it says 20 euros and I would actually have to request that manually. Then I registered in the chat and I was told that we would check it and have patience afterwards today I spoke to the unfriendly employee Susanne, she tells me that I got the bonus yesterday at 1:31 am I checked my history and I saw none of 20 euros and I said and swore that I 1 have an overview, that I see it when 20 euros come and my history says nothing about it that she said no, she got 20 euros and she sent me her prologue 08/25/01/31 84, 85 I got 20 euros and that would have proven 104.35 of their testimony and proof. Then I said that I was my 1st proof that I had no 20 at 1:31 o'clock 2 proof 84.85 plus alleged 20 do not make 104.35 but 104.85 and I say that I pressed 19.50 at 84.85 and that results according to my calculation 104.35 so I got my 20 this of course sent everything to an email as proof she replies yes we check it you have patience and that rings suspicious before she was firmly closed that I got 20 euros then suddenly have yes you patience, we check it and want your documents or something strange and I meant that by trust and fraud and therefore not only want the 20 euros but my total deposits that have deposited in the casino that no player does or prologue to falsify just with it she can prove she was right. I would like to please equality and help if something like that is not possible. Sincerely, gjemajl tatari please help me

Hallo Sehr geehrte Damen und Herren hiermit geht es vertrauen und und Gleichberechtigung. Ich hab mich hochgelevelt und habe immer meine Guthaben im Überblick da nach schaut ich level und da stand 20 Euro und die müsste ich eigentlich manuell anfordern geht nicht. Dan habe ich mich im Chat angemeldet und mir wurde gesagt das wir es prüfen und haben sie Geduld danach heute habe ich mit der unfreundliche Mitarbeiterin Susanne gesprochen sie sagt mir das ich gerstern um 01.31 den Bonus bekommen habe ich habe in meiner history nachgeschaut und ich sah keins von 20 Euro und habe gesagt und geschworen das ich 1 es überblick habe das ich es sehe wenn 20 Euro kommen und meiner history steht nix davon das sagte sie nein sie haben sie 20 Euro bekommen dab schickte sie mir ihr prolog 25.08.01.31 84,85 habe ich 20 Euro bekommen und das hätte 104.35 ihrer Aussage und Beweis gestellt. Darauf hin sagte ich das ich mein 1.Beweis ist das ich 01,31 uhr keine 20 hatte 2 Beweis 84.85 plus angebliche 20 machen nicht 104,35 sondern 104,85 und ich sagt das ich 19.50 bei 84,85 hoch gedrückt habe und das ergibt nach meiner Berechnung 104.35 also habe ich meine 20 bekommen dies habe natürlich alles unter Beweis an email verschickt darauf hin antwortet sie ja wir prüfen es haben sie Geduld und das klingelt verdächtig vorhin war sie fest berschlossen das ich 20 Euro bekommen habe dan aufeinmal ja haben sie Geduld wir prüfen es und wollen ihrer Dokumente oder so komisch und das meinte ich mit Vertrauen und Betrug und somit möchte nicht bloß die 20 Euro sondern meine insgesamt einzahlungen die in in dem Casino eingezahlt habe den sowas macht kein Spieler noch prolog zu fälschen nur damit sie beweisen kan das sie recht hatt. Ich möchte bitte Gleichberechtigung und Hilfe den sowas geht nicht mit freundlichen Grüßen gjemajl tatari bitte helfen Sie mir

Dear Gjemo1997,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Do I understand correctly that you haven’t received a loyalty bonus, but the casino claims that it was credited to you? I am not sure if this is the screenshot provided by the casino or you, but when you check the result after bet, the amount was 84,35€, and it seems that the bonus of 20€ was added to this amount which resulted in a balance of 104,35€:

Could you please forward me your bonus/cashier and game history?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guruor alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Ok, I'll do that Kristina

Ok das mache ich Kristina

Thank you very much Gjemo1997 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Gjemo1997,

I'm taking over your complaint. I looked at the screenshots you sent, but do you have any screenshots of the game history from the 25th of August (1:31)?

The player submitted a new complaint about the CashiMashi Casino, so we merged them both together. The message from the new complaint is as follows:

"Hello, this is about my 2000 euro payout I had it paid out 3 days ago I was told that the neteller needs 48 hours now I wait 3 days before 5 days but I also sent my documents. Now I am told I should wait, actually the fastest withdrawal method is so I decided to make sure I get my payout. I need help and support. Sincerely, ******* ******"

Dear Gjemo1997,

could you please reply to my question above and keep me updated on the status of your €2000 withdrawal?

Hello that with 20 euros is already irrelevant to my 6 day waiting time for my documents confirmation

Hallo das mit 20 euro ist schon egales geht um meine heutige 6 tätige warte zeit meiner Dokumente Bestätigung

I have been waiting for 6 days for my email of the documents to be changed, the casino tells me I have no information about it, but they should only wait 6 days and nobody can give me an estimated time I need the money on Monday at the latest Tuesday is seer important

Please help

Ich warte seit 6 tage meiner Email der Dokumente verfiezrung das Casino sagt mir haben keine Informationen drüber sie sollen nur warten aber 6 Tage und keiner kann mir eine voraussichtliche Zeit geben ich brauche das Geld am Montag spätestens Dienstag ist Seher wichtig

Bitte um Hilfe

Hi Gjemo1997,

I see, I will contact the casino and see if I can help. I would like to invite CashiMashi Casino to the conversation to participate in the resolution of this complaint.

We would like to ask CashiMashi Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Gjemo1997,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint as per the casino's request.

Hi Gjemo1997,

We received information from the casino that you eventually received your funds. Can you confirm that?

Hi Gjemo1997,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Even though we assume that the issue has been resolved, without confirmation from the player, we are forced to reject this complaint.