Cashmio— player complaints: 8 in English

Registered to play at Cashmio and made my first deposit on the 2nd Jan 2020, on the same day I won and withdrew £16000, have since been told that account under investigation and awaiting outcome, in the meantime I have send ID, payment details, utility bill and source of funds which was from a property sale and also a bank statement showing significant funds which came from a large win at a competitor in Dec 2019, keep being told they are waiting to hear outcome Background I have been told by omnia casino which I understand is part of the same group that I had a SE in place on the 3/1/2020 @7:49pm. I also about the complaint procedure and was directed to yourselves, would be greatful if you can see what the delay is or if they need anything further from me, upto now they haven't requested any information (the source of funds etc was sent voluntarily by myself to help speed things up)

DO NOT PLAY AT CASHMIO!! Unless you never intended to cash out First of been a client at Cashmio Casio for a year or more did the verification process already and was approved Haven’t had a win there in a while won $200 a week ago and tried to cash out and now going through a huge drama scene of sending all my info again ! I’ve never sent more personal info to any other casino in my life They’re obviously playing games here telling me I need proof of address again and again when every single document I sent them had my address on it I’ve sent over 10 documents with solid proof of my address From drivers license to government papers bills and tons more and even went to the bank to get a printed bank statement to show my address and still I wake up to an email saying me need more documents This is unreal !! I’m at the end of the rope here there’s nothing else to send but my blood sample honestly I really can’t believe the support at this casino they just don’t care about their clients and they don’t explain anything to you correctly I warn all players to avoid this casino it’s a nightmare to cash out Please thepogg find out what’s going on here I find it very very strange what’s going on Thank you !!

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]"

i am a problem gambler and was able to deposit around £600 in the space of a couple hours i asked for there help in refunded my money before self excluding as i am left with no money dont feel like they have helped at all also rude live chat assistant. all im asking is a refund of the money deposited today 2802/19

i self excluded myself from the dunder casino on the 5th of october 2018, i was able to play until 19th of october 2018 with other casino brands under the same license. (cashmio and RIZK casino). i played under the same credentials. accountname [EDIT], (same name, same adress etc.). in this period i should not been able to play and all bets ,deposits and winnings between 5th of october and the 19th of october made by me in the licensed casino's of the securetrade Limited are void. Dunder casino has confirmed i have self excluded myself from the 5th of october. i asked cashmio to return all deposits (minus the withdrawels) made by me between october 5th and october 19th. since october have been talking to cashmio, but each time with another reason they do not want to answer why i do not get a refund.

Dear pogg  A while ago i requested self exclusion from thrillz casino after letting them know that i have a gambling problem. Recently i have been playing at cashmio casino without realising that they are a sister company of thrillz. I'm self excluded from their other sister sites but they still let me deposit. Ive got in touch with them and am waiting for a response. All i'm asking is that they refund my deposits since self exclusion. As even if i won i would not have been able to withdraw. Many thanks [EDIT]

Signed up to cashmio - £50 deposit received £50 bonus + 10 complimentary spins Won £0.45 in complimentary spins Played ImmortalRomance - stakes of £0.90, £1.20, £1.50 and £3.00 (max stake on game) Accumulated a balance of £2100 over a 4 hour period, up and down for a while and eventually ended this game at £395. Switched to a different game RainbowRiches -Reels if Gold 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!! ImmortalRomance was played 0030hrs - 0530hrs - approx £3800 wagered RainbowRiches -Reels of Gold played 1100hrs - 1830hrs -exactly £2050 wagered (which I feel would be 100% correct IF it was active from when the bonus was credited and I started playing) 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 wagering rule of 40 x bonus? They have sent me the game logs which show all bets wagered - a rough estimate shows approx £3800 wagered on ImmortalRomance before I even placed one bet on RainbowRiches which is where they say bonus abuse occurred. 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 and state it is not possible to update this information manually. 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 is clear in the logs they sent me. 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 yet refuse to acknowledge it. I feel they are treating me as if I am some form of criminal or scammer when their system is clearly at fault here.

I write to request you look into a dispute between myself and Cashmio (www.cashmio.com) where they have confiscated £2652.51 of winnings due to "bets being made in excess of £5.00". The main points in my argument against the confiscation of funds are: 1. The only Terms and Conditions I were presented with and accepted were the ones at sign up, their "Terms and Conditions" and at no point was I presented with any "Bonus Terms and Conditions" which is what they have based the confiscation of funds on. 2. Term 8.6 within the Terms and Conditions states that a players "deposited funds" are always used before bonus funds. Since my balance never dropped into the bonus funds then all associated winnings were won with my deposited funds. Cashmio have stated that in signing up to their "Terms and Conditions" I signed up to clause 1.1.4 (see page 23 of email chain) which states that I also signed up to "any terms and conditions of promotions, bonuses and special offers which may be found on the website from time to time" and this is why they have confiscated funds. Stating that by accepting the "Terms and Conditions" at sign up I have automatically accepted the "Bonus Terms and Conditions" (again a completely separate set of terms and conditions which you are not made aware of at sign up or deposit). My argument is that under the Consumer Rights Act 2015 (attached) these "Bonus Terms and Conditions" would be considered hidden terms and conditions (see below) making clause 1.1.4 unfair and therefore making confiscation of funds based on these terms unfair. Stating that there may be additional terms and conditions "on the website from time to time" is not enough. (10) A term which has the object or effect of irrevocably binding the consumer to terms with which the consumer has had no real opportunity of becoming acquainted before the conclusion of the contract 3. Notwithstanding the above, throughout the Bonus Terms and Conditions, any bonus funds are mentioned with regards to "wagering requirements". Only clause 15 which they have based the confiscation of funds on refer to "play through requirements". This term is mentioned nowhere else in either the Terms and Conditions or Bonus Terms and Conditions. Nor is their a definitions list to identify what "play through requirements means". 4. By their own admission, in the email of 23/01/17 at 12.20, their own staff struggle to understand the terms and have to have management explain them. 5. They have failed to provide me with email copies of their Terms and Conditions and Bonus Terms and Conditions. 6. They have failed to provide me with full company details so I can take the matter further should I need to do so. In my attachment (complaint text) I will now go on to explain the position fully and outline evidence supporting my case. Should you require any further information then please do not hesitate to contact me.