CashiMashi Casino - Die Auszahlung des Spielers wurde verzögert und die Gewinne angepasst.

Hello, I played with a Thursday bonus on March 6, 2025, and won €4,985 with the bonus money. After wagering, I requested €985, which was paid out. When I then requested another €2,000, it was canceled, and my €4,000 was adjusted to €1,464. I received an email stating that my winnings were earned with a bonus that has a maximum payout limit. According to the terms and conditions that I read under point 8, there is no payout limit for this Thursday bonus.

I ask you to help me in this case

Thank you kind regards

Hallo, ich habe am 06.03.2025 mit einem Donnerstagsbonus gespielt und 4985€ mit dem Bonusgeld gewonnen und nach dem Umsetzen habe ich 985€ beantragt die auch ausgezahlt wurden sind Als ich dann nochmal 2000€ beantragt hab wurde diese storniert und meine 4000€ wurden zu 1464€ korrigiert .Ich erhielt eine E-mail wo daran steht das meine   Gewinne mit einem Bonus erzielt wurden, der eine maximale Auszahlungsgrenze hat. Laut Agb die ich gelesen habe unter Punkt 8 gibt es für diesen Donnerstagsbonus keine Auszahlungsgrenze .

Ich bitte sie mir zu helfen in diesem Fall

Danke mit freundlichen Grüßen

Dear tom27,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CashiMashi Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please share a screenshot from your account's bonus history confirming the bonus you accepted was the Thursday Bonus?
• Have you confronted casino support with the information regarding the maximum cashout already? With what result?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, I wrote an email to support but unfortunately I haven't received a response yet.

Thank you kind regards

Ja ich habe den Support eine Email geschrieben aber leider noch keine Antwort erhalten.

Danke mit freundlichen grüßen

Thank you very much, tom27, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello tom27,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CashiMashi Casino representative to join this conversation and participate in resolving this complaint.

Dear CashiMashi Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello! Today I noticed that my balance had been increased to €4,000. It's correct and has been changed. I wanted to let you know that you can mark the complaint as resolved once the money has been paid out.

Hallo Heute habe ich bemerkt das mein Guthaben auf 4000€ gestockt wurden ist es ist korrekt und wurde geändert. ich wollte ihnen mitteilen das sie die beschwerde als gelöst markieren können sobald das geld ausgezahlt wurden ist .

Dear tom27,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru