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My account was closed after requesting the withdrawal of € 1000 and sending my documents certifying the veracity of my identity. I have been accused of violating their rules and using a script, too bad I have a video attesting to my regular play and the purchase of bonus packages.

Mi è stato chiuso l'account dopo aver richiesto il prelievo di 1000€ ed aver inviato i miei documenti che attestavano la veridicità dell' identità. sono stato accusato di aver violato le loro regole e aver utilizzato uno script, peccato che ho un video che attesta la mia regolare giocata e l' acquisto di pacchetti bonus.

Dear jazaki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? Could you please advise if you have accumulated your winnings with or without an active bonus?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello, I asked cachalot to provide me with the evidence of my abuse, never had.

From the history it is clear that I played regularly and bought 2 bonuses, after which the slot did the rest with the relative winnings.

I also reiterate that at the time of the withdrawal request I was asked for the documents to validate my identity which were also confirmed by email.

I have a video that demonstrates the whole of a regular win.

Buongiorno, ho chiesto a cachalot di fornirmi le prove del mio abuso, mai avute.

Dallo storico si evince che ho giocato regolarmente e acquistato 2 bonus, dopodichè la slot ha fatto il resto con la relativa vincita.

Inoltre ribadisco che all' atto della richiesta di prelievo mi sono stati chiesti i documenti per validare la mia identità che sono stati confermati anche tramite email.

ho un video che dimostra il tutto di una vincita regolare.

Could you please forward screenshots of your bonus and cashier histories? Thank you very much in advance.

I do not have the screenshots as I only have the video, I asked cashalot to provide me with everything as they closed my account as soon as I requested the sum.

gli screenshot non li ho in quanto ho solo il video, chiesi a cashalot di fornirmi il tutto in quanto mi hanno chiusto l' account appena richiesto la somma.

OK, you can forward any supporting evidence before we'll contact the casino. My email address is petronela.k@casino.guru.

Do I understand correctly that those two redeemed bonuses were Deposit Bonuses, not the free ones?

I send you their emails ....

I have never used their bonus, the excuse was that in their regulation if one abuses the bonuses they have the right to close the account.

Le giro le loro email....

Non ho mai usufruito di loro bonus, la scusante è stata che nel loro regolamento se uno abusa dei bonus hanno il diritto di chiudere l'account.

Thank you very much, jazaki, for the forwarded communication. Do I understand correctly that you haven't been accused of bonus abuse but of using strategies?

"Il gio 28 ott 2021, 08:23 Diana <support@cashalot.bet> ha scritto:

Hello,

Your account has been nullified and blocked due to the fact that you

were playing using a strategy.

It is written in our rules that this is forbidden and can lead to the

blocking of your account. We also have the right to confiscate winnings

that were obtained by dishonest means."

According to them, later in the other email they say I used too many bonuses ...

I asked him for the report to understand this theoretical strategy ...

Their problem was mostly that with a minimum deposit of 50 euros they won 1000 ....

Secondo loro, dopo nell'altro email dicono che ho usato troppi bonus...

Gli ho chiesto il report per capire questa teorica strategia...

Il loro problema è stato perlopiù che con un deposito minimo di 50 euro ne abbia vinto 1000....

Sorry, you said that you have never used any of their bonuses. Could you please clarify if you have or haven't redeemed any promotional offers from this casino? Thank you.

I signed up, I played with my money on the slot called "BIG BAD WOLF" where inside as well as playing normally with various bets it is possible to buy bonus packages.

If I had taken advantage of promotional offers on their part, surely the winnings were not withdrawable.

in playing the slot mentioned I bought 2 bonuses certainly one at a distance from the other, don't they say this? why does the casino not provide all the history, why does it not respond to my emails?

they know very well that my bets have been regular and that I have probably been lucky, it is easy to close an account after having acquired all my documents, to this point I also think about filing a complaint for identity theft and fraud, with possible request for the blackout of the site on Italian providers.

io mi sono iscritto, ho giocato con i miei soldi sulla slot chiamata "BIG BAD WOLF" dove all' interno oltre a giocare normalmente con varie puntate è possibile acquistare dei pacchetti bonus.

Se avessi usufruito di offerte promozionali da parte loro sicuramente la vincita non era prelevabile.

nel giocare alla slot menzionata ho acquistato 2 bonus certamente uno a distanza dell' altro, questo non lo dicono? perchè il casino' non fornisce tutto lo storico, perchè non risponde alle mie email?

sanno benissimo che le mie giocate sono state regolari e che probabilmente ho avuto fortuna, è semplice chiudere un conto dopo aver acquisito tutti i miei documenti, a tal punto penso anche a sporgere denuncia per furto di identità e truffa, con eventuale richiesta di oscuramento del sito sui provider italiani.

Thank you very much, jazaki, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Cashalot Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Jazaki.

I am sorry to hear about your troubles.

You mentioned that you have a video from your gameplay. Did you upload this video to youtube? Could you please send me the link?

https://youtu.be/MQTuqk6T20o

Thank you very much, Jazaki.

I would like to invite the casino representative into the case.

Please explain to us what happened and why was Jazaki's winning confiscated.

We would like to ask Cashalot 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, we will close the complaint as ‘unresolved’.

I am very sorry  jazaki.

The casino is non-responsive.

I checked the video and there is nothing wrong on your gameplay on that video. I would strongly recommend you to contact the casino licensing authority. (Curacao)

You should write them email to info@gaming-curacao.com

Don't forget to mention your full name, date of birth, country of residence, casino (Indigo Soft N.V. / cashalot.bet) + license (N.V. #365/JAZ) and your login to the casino.

Describe your problem + include the link on the video.

I am sorry that we were unable to solve your problem, I hope that the regulator will help you but please be ready that it may take a month or even more.

Please let me know when you submit your complaint to the regulator.

Ok thanks a lot ... I will provide as soon as possible ... I will update you

Ok grazie mille... provvederò quanto prima...vi aggiornerò

today I sent the complaint to the competent authority ..

thank you

nella data odierna ho inviato il reclamo all' autorità competente..

grazie

Because Jazaki contacted the regulator, I will close the complaint as unresolved with classification waiting for the regulator's decision.

Jazaki when the regulator responds to you please reopen the complaint and we will close the complaint accordingly.

Hello Jazaki.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

What does BONUS ABUSE mean?

I regularly played the bonuses that the slot offered and bought them even at a higher price. I regularly won the amount that was never given to me.

I was not given any proof of the abuse by the provider, who immediately closed my account, I have not been able to see the transitions and the history on the slot.

The site does not pay, be wary...

Cosa significa ABUSO DI BONUS?

Ho giocato regolarmente i bonus che la slot offriva comprandoli anche a maggior prezzo. Ho vinto regolarmente la somma che non mi è stata mai data.

Non mi è stata fornita nessuna prova dell'abuso da parte del provider, che mi ha chiuso immediatamente l'account, non ho avuto modo di vedere le transizioni e lo storico sulla slot.

Il sito non paga, diffidate...

Furthermore, the authorities have not provided me with any response to the complaint provided.

Inoltre le autorità non mi hanno fornito nessuna risposta al reclamo fornito.

Please forward me the email you sent to the regulator. (matej@casino.guru)

Thanks.

Dear jazaki,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I was unable to verify and check Jazaki's complaint to the regulator in this case. Since he did not respond, we have decided to close the case with the status "player stopped responding."