Casino Complaint CASHMIO - joined based on review here

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
I signed up a week or so ago and deposited $100 based on the good reviews here & went to play my first game and it says something about game locked due to region

Found out that I picked Austria instead of Australia - my mistake

They do not service Australia and so I cannot use the money I deposited on their site using Mastercard
Cut a long story short the only way to give me my money back was to reverse the charge on my card which the help desk operator said had been done and I thanked her for her time


I noticed the charge on my credit card and left it for a week or so even though on a CC it should be instant
Today I looked in and it has confirmed that the charge was made and no reversal took place

I go to log back in under my account and they have removed my account so I now have no way of obtaining my money back or at the very least it is going to be incredibly difficult

I do not see how a casino that is versed in transferring money all the time can stuff something like this up so wondering if they did the reversal at all

I am writing this to find out what the best way forward would be, if I make contact with them without an account then they will just ignore me
I could do a charge back through my bank and will have the money immediately (my bank instantly credits any disputed amount back) however I would prefer the casion did the right thing
 

redsfan

Experienced Member
webby
Joined
Aug 16, 2013
Location
bishop auckland
I signed up a week or so ago and deposited $100 based on the good reviews here & went to play my first game and it says something about game locked due to region

Found out that I picked Austria instead of Australia - my mistake

They do not service Australia and so I cannot use the money I deposited on their site using Mastercard
Cut a long story short the only way to give me my money back was to reverse the charge on my card which the help desk operator said had been done and I thanked her for her time


I noticed the charge on my credit card and left it for a week or so even though on a CC it should be instant
Today I looked in and it has confirmed that the charge was made and no reversal took place

I go to log back in under my account and they have removed my account so I now have no way of obtaining my money back or at the very least it is going to be incredibly difficult

I do not see how a casino that is versed in transferring money all the time can stuff something like this up so wondering if they did the reversal at all

I am writing this to find out what the best way forward would be, if I make contact with them without an account then they will just ignore me
I could do a charge back through my bank and will have the money immediately (my bank instantly credits any disputed amount back) however I would prefer the casion did the right thing

How do you know they will "Just Ignore You" $100 isnt going to send CEOs on round the world cruises. Maybe the operator you spoke to made a mistake similar to you picking Austria Vs Austrailia?

While I appreciate it is a negative experience, I suggest contacting them first. Just because you cant access the account, does not mean your details are not on their server somewhere where a CS operator cannot find (They will be)
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
Thanks for the responses people

I did a well thought out and concise response and somehow hit has disappeared

I will follow up with them and I did read the stuff in red above after I posted then tried to find a person to delete the post so I could message the representitive directly

It all became too much and my water zumba class was approaching and I had to leave. That was followed by a BBQ down at our local lagoon and a few glasses of the cheapest wine I could find so have been unable to respond till now

I shall contact them and report on the outcome
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
Just an update to this - I have contacted the representative here & as yet have not had a response

I also attempted contacting the casino and could get no further than the first help desk level

I will try one more time when I have time today before lodging a complaint with my bank to get the charges reversed
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
Adam, even though many casinos are closing to the Austrailian market, not all are. Making a chargeback, even justified, may have far reaching consequences for you, unless you plan to never plan online again.

It has consequences for the casino too.

I know dispute times can vary from country to country, but I'm sure you still have some time.

Go read the Player Arbitration FAQ and submit one if you don't hear back from the rep by Monday.

Did you request a read receipt? Has the rep read your issue even?

It was only yesterday I think you sent an message. I know it's hard to be patient when it's your money on the line, but I'm sure you have at least 30 days, and probably longer to dispute a charge.

That said, I'm unimpressed that support has not been more helpful.
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
No I understand & will give it a bit more time

I do not understand how a chargeback can affect me too much unless the casinos are all owned by the same company or exchange information on players and that bit of information is passed on - does that happen?

When I sign up to a casino, how would they know about a chargeback? Also if a casino restricts someone based on that when it was used in a legitimate way then it is their loss

I do have a short amount of patience for companies that move money from you in a split second then have every reason under the sun why it takes weeks or months to return it. This should have been done on the spot when it happened and the money should have hit my account as fast as it hit their account.

If they made a mistake then it should have been rectified as soon as it was brought to their attention


This one post alone would not have been worth it to them
 

nikantw

Banned User
Joined
Jan 28, 2011
Location
EU
I signed up a week or so ago and deposited $100 based on the good reviews here & went to play my first game and it says something about game locked due to region

Found out that I picked Austria instead of Australia - my mistake

They do not service Australia and so I cannot use the money I deposited on their site using Mastercard
Cut a long story short the only way to give me my money back was to reverse the charge on my card which the help desk operator said had been done and I thanked her for her time


I noticed the charge on my credit card and left it for a week or so even though on a CC it should be instant
Today I looked in and it has confirmed that the charge was made and no reversal took place

I go to log back in under my account and they have removed my account so I now have no way of obtaining my money back or at the very least it is going to be incredibly difficult

I do not see how a casino that is versed in transferring money all the time can stuff something like this up so wondering if they did the reversal at all

I am writing this to find out what the best way forward would be, if I make contact with them without an account then they will just ignore me
I could do a charge back through my bank and will have the money immediately (my bank instantly credits any disputed amount back) however I would prefer the casion did the right thing

No I understand & will give it a bit more time

I do not understand how a chargeback can affect me too much unless the casinos are all owned by the same company or exchange information on players and that bit of information is passed on - does that happen?

When I sign up to a casino, how would they know about a chargeback? Also if a casino restricts someone based on that when it was used in a legitimate way then it is their loss

I do have a short amount of patience for companies that move money from you in a split second then have every reason under the sun why it takes weeks or months to return it. This should have been done on the spot when it happened and the money should have hit my account as fast as it hit their account.

If they made a mistake then it should have been rectified as soon as it was brought to their attention


This one post alone would not have been worth it to them

Did you pick Austria instead of Australia because Australia was not on the list when you register, so you couldn't pick it? That should have been a red flag for you.
Also, super easy to see that in terms, always look for Australia in terms before registering. I get it though, mistakes happen, especially if you are a 1st time player online.

As Jasminebed told you, chargeback is a very serious thing, will hurt everyone, yourself included. Don't do it.
The casino did many steps to prevent you from playing, but can't refund Mastercard. Give them some time, the banking system is to blame for all the delays (and Australia's legislation).

You will get it, just wait for the rep here to answer and all will be sorted.
 

redsfan

Experienced Member
webby
Joined
Aug 16, 2013
Location
bishop auckland
Some companies when a Charge-back is used put the customer on CIFAS (Credit Indutry Fraud Avoidance System) resister to protect both the customer and the institution. Find yourself on that and get ready for bumpy rides.
 

alexCashmio

Dormant account
Joined
Apr 18, 2017
Location
Malta
Hi everyone,

I´m truly sorry I didn't notice this thread earlier, had a small summer leave at the end of last week. Will try to be quicker with these in the future (but hopefully there won´t be any more).

@Adam Randall, I replied to your private message, requesting username etc.

I will try to solve this as fast as possible.

Best regards,
Alex
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
OK just to update this thread

- I paid $100 from my Mastercard into the Cashmio Casino which registered the payment & I could see the money available in my Cashmio account
- I went to play using the money paid by my mastercard to Cashmio & discovered for whatever reason (it is irrelevant to the result) that I could not play at this casino due to my region.
- Complied with requests from AlexCashmio here and send bank statements highlighting when payments were made
- Alex then came back and said I need to go to my bank and organise to send him a bunch of financial codes to help track the payment.

- Its $100, I did more than enough for them to get me my money back
- They obviously have a record of the transaction because the money arrived into my Cashmio account
- So I think, stuff it I will just wait for it to come back into my account because Alexcashmio said they did a reversal immediately however due to the fact I am in Australia it could take a few weeks to arrive back into my account.

- What was that, about 2 months ago now & it never returned.
- Cashmio can trace this transaction to their casino because it turned up there
- now the issue between their payment gateway provider and their casino is their business & it is not my responsibility to get involved in that.

- Currently the money has not been returned to me & unless I update this then you can be confident that Cashmio never returned my $100
- I was even reasonable enough to suggest transferring it as a credit to another casino that I can play at that they may have a relationship with however heard nothing about that.

- I do not believe I am being unreasonable in my expectation that a Casino will return my money automatically, I should not even have to chase it up, it should be credited back to my MC as fast as it was taken out.
- I have run a business with a credit card facility and I know exactly how easy it is for a business to return a payment to a customer
- I do not expect to hear anything back to be honest, but with all the glowing reviews this Casino gets here, perhaps this post will ensure people think twice about how safe their money is especially if something out of the ordinary occurs.

- I have no issue with how Alex the representative here handled himself, he was professional and attempted to help, my issue is with an organisation that puts the responsibility on the person who paid money to them to call them to account and have to work to get it back rather than it being a straight forward, fast process like it actually can be as demonstrated by 98% of organisations.
 

alexCashmio

Dormant account
Joined
Apr 18, 2017
Location
Malta
Hi everyone,

-As this payment came from Australia, we are obliged to deny any such transactions straight away, as it´s a breach of contract and licenses we must abide by. The funds where therefor voided before reaching us.
What happened with the transfer then, it first gets locked in the users bank account, to be transferred to us. The amount shows up on the player account already here, as it´s preserved in the users bank account. However, when we void the amount before it´s used, the transaction will never happen, and the money will be put back in the users bank account. Sometimes there won’t even be a transaction showing as the money never left the account.

- Additional documents were requested, as the first proof of payment we received didn’t contain any transaction ID etc. On a side note, the transaction details showing only company details, did not relate to us.
It is possible to show more details relating to a transaction (such as transaction ID), and this is needed for our payment team to make a further investigation.

-However, escalating the above. Last message I provided a GuWID, which is a number the bank can trace the transaction with, and explain where the money went. I however never heard back regarding this.

-To justify why we need the users help, we are not able to contact his bank and request details, these can only be requested by the account owner. And to take this investigation to our payment provider, we are obliged to present proof of payment from the customer’s side.

I heartily understand the annoyance and hassle relating to this. We are of course very eager to solve this as fast as possible. And we will not leave the subject until both parties are happy, but regulations and procedures will still have to be followed.

Best regards,
Alex
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
I do not believe that you cannot trace that money & reverse it back to me from your end. We are dealing with modern day accounting systems that track and trace every last detail. There is no "It just disappeared" in modern accounting.

As mentioned, the money was instantly available in my Cashmio account, I got an email from the casino that funds had arrived & that means there is a record. If you guys are saying there is not a record after that has occurred I, then I would be very concerned.

I have no problem with the way you have responded and conducted yourself but my sanity and well being is more important to me than trying to play the middle man between a bank and you guys. I am just pointing out that in this day and age I just flat out do not believe money can just disappear into thin air. Your payment gateway obviously put the funds through to you guys & it was available for me immediately. Casinos are not in the business of letting people gamble with money that has not been free and cleared into their own account.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
@ Adam Randall : as I understand it the casino people have told you what is necessary to proceed to the resolution of your problem. Whether you believe what they say or not the point is that the path toward getting this settled lies before you: follow their request or not, your choice, but banging on about it here is not going to get the issue resolved.

If you'd like us to look into this matter for you please check out our Online Casino Complaints service. Please do read the PAB FAQ before you submit your complaint details.
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
My money is still not back, you understand that part "MY MONEY" A casino can put their complaints department in Antarctica with no phone lines if they choose & I can choose to say that it is not right.

I have already said that I have accepted the money has been taken and it is unlikely to be returned so I can bang on about that as much as I damn well please, its my money & that is the reason I get the right to complain about it.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
My money is still not back, you understand that part "MY MONEY" A casino can put their complaints department in Antarctica with no phone lines if they choose & I can choose to say that it is not right.

I have already said that I have accepted the money has been taken and it is unlikely to be returned so I can bang on about that as much as I damn well please, its my money & that is the reason I get the right to complain about it.

So is that what you're going to do? Just keep on complaining about it but not try to solve it?
I doubt that you will be allowed to keep on doing that in here. We'll wait and see.
 

nikantw

Banned User
Joined
Jan 28, 2011
Location
EU
My money is still not back, you understand that part "MY MONEY" A casino can put their complaints department in Antarctica with no phone lines if they choose & I can choose to say that it is not right.

I have already said that I have accepted the money has been taken and it is unlikely to be returned so I can bang on about that as much as I damn well please, its my money & that is the reason I get the right to complain about it.

You understand the part that "your money" never left "your bank" because "your country" ordered the casino to deny the payment? :cool:
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
My money is still not back, you understand that part "MY MONEY" A casino can put their complaints department in Antarctica with no phone lines if they choose & I can choose to say that it is not right.

I have already said that I have accepted the money has been taken and it is unlikely to be returned so I can bang on about that as much as I damn well please, its my money & that is the reason I get the right to complain about it.

Read carefully what the rep wrote - it would seem that the money may well have NEVER left your account.

Hi everyone,

-As this payment came from Australia, we are obliged to deny any such transactions straight away, as it´s a breach of contract and licenses we must abide by. The funds where therefor voided before reaching us.
What happened with the transfer then, it first gets locked in the users bank account, to be transferred to us. The amount shows up on the player account already here, as it´s preserved in the users bank account. However, when we void the amount before it´s used, the transaction will never happen, and the money will be put back in the users bank account. Sometimes there won’t even be a transaction showing as the money never left the account.


- Additional documents were requested, as the first proof of payment we received didn’t contain any transaction ID etc. On a side note, the transaction details showing only company details, did not relate to us.
It is possible to show more details relating to a transaction (such as transaction ID), and this is needed for our payment team to make a further investigation.

-However, escalating the above. Last message I provided a GuWID, which is a number the bank can trace the transaction with, and explain where the money went. I however never heard back regarding this.

-To justify why we need the users help, we are not able to contact his bank and request details, these can only be requested by the account owner. And to take this investigation to our payment provider, we are obliged to present proof of payment from the customer’s side.

I heartily understand the annoyance and hassle relating to this. We are of course very eager to solve this as fast as possible. And we will not leave the subject until both parties are happy, but regulations and procedures will still have to be followed.

Best regards,
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
Read carefully what the rep wrote - it would seem that the money may well have NEVER left your account.

Hi everyone,

-As this payment came from Australia, we are obliged to deny any such transactions straight away, as it´s a breach of contract and licenses we must abide by. The funds where therefor voided before reaching us.
What happened with the transfer then, it first gets locked in the users bank account, to be transferred to us. The amount shows up on the player account already here, as it´s preserved in the users bank account. However, when we void the amount before it´s used, the transaction will never happen, and the money will be put back in the users bank account. Sometimes there won’t even be a transaction showing as the money never left the account.


- Additional documents were requested, as the first proof of payment we received didn’t contain any transaction ID etc. On a side note, the transaction details showing only company details, did not relate to us.
It is possible to show more details relating to a transaction (such as transaction ID), and this is needed for our payment team to make a further investigation.

-However, escalating the above. Last message I provided a GuWID, which is a number the bank can trace the transaction with, and explain where the money went. I however never heard back regarding this.

-To justify why we need the users help, we are not able to contact his bank and request details, these can only be requested by the account owner. And to take this investigation to our payment provider, we are obliged to present proof of payment from the customer’s side.

I heartily understand the annoyance and hassle relating to this. We are of course very eager to solve this as fast as possible. And we will not leave the subject until both parties are happy, but regulations and procedures will still have to be followed.

Best regards,

Money was confirmed put into my casino account.

It was confirmed to have been reversed by their help desk representative.

Either the help desk person lied about what she did (before disabling my account so that alone is quite suspect) or something equally as shifty has occured.

I have sent a full statement of my CC to the representative here that shows both credits and debits, not a single credit came back into my account.

If they did not debit it from my card then how come there was $100 available in my Cashmio account moments after I made the transaction, the only reason I could not spend it was because the gaming software prevented me from spending it, not the casino accounts software, that credited the account.

Do you know of any casino that would allow a gambler to spend money that they were not already in control of?

This is not difficult to read in my book. The help desk operator after spending 15 mins trying to figure it out told me she had successfully reversed my charge, she could see the transaction and where it had come from so why is it now so hard for the casino to figure out where this money came from.

It is as shonky as and I might see if I can find screen shots if I took them of the conversation (which I would have access to if my account was not disabled as soon as I got off the chat - such a shifty and underhanded move in my book)

Or even better yet, I give permission for the casino to release the chat logs & you can see exactly what was said to me - they will not do it because its incriminating towards the casino.
 

Steviedoo

Meister Member
MM
Joined
Oct 30, 2015
Location
South
I'm just wondering, did you send them what they requested from you ....and you still haven't received your money?
 

sueyh

Senior Member
Joined
Apr 12, 2014
Location
New Zealand
If they did not debit it from my card then how come there was $100 available in my Cashmio account moments after I made the transaction, the only reason I could not spend it was because the gaming software prevented me from spending it, not the casino accounts software, that credited the account.

Do you know of any casino that would allow a gambler to spend money that they were not already in control of?

Actually the money is available on your casino account even though the money didn't leave your bank/credit account yet, what is happening when you make international online transaction using your debit/credit card is this.

The casino or sometimes the third party asks your bank-not in person, between servers(computers)- if you have enough money to pay the casino and the bank is happy with this transaction, and the bank says yes and the casino is notified the banks says yes, they put the money into your casino account even though the casino didn't get the money yet.-I explained this in a long sentence, but this communication between the casino/the third party and your bank takes only a few seconds. Your available balance might be shown as $100 less on your bank/credit account as soon as you push "deposit" button, that is because the bank holds the money to send, not because the casino already got the money.

And normally the banks hold the money for a while, and it go through a few cyber space and it lands into the casino in 1-2 days normally but sometimes much longer.
What the casino says is, the money from Australia cannot come into their casino account, they don't see the money from Australia, so they need transaction ID to trace down.

Online transaction especially international online transaction is different from when you go shopping locally-you walk to Woolworth and buy a milk and pay by your debit card, as soon as you push "ok" button on eftpos machine on Woolworth, the money leave your account right away and goes into Woolworth account, but international online transaction doesn't work in that way.

I know it is hassel, but why don't you ask your bank for transaction ID like the casino asked, also ask the bank to trace the transaction for you. If the money didn't arrive at the casino, it is possible the money is somewhere in cyber space and it can be tracked down if you have transaction ID.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Pretty much agree with sueyh on this.

It seems to me theres some confusion over the funds.

On all debit/credit card transactions the process is

Merchant puts a transaction through
Bank approves or declines it
If the bank approves it, at the same time they put the funds as pending and remove the ability for you to use them for anything else.

However, this next part is where something seems to have gone wrong.

The merchant then puts the voucher through to get payment, or, if the order (in this case funds to use at a casino) didn't go through for any reason they don't put the voucher through. They will only get paid if the voucher is submitted. This is on any transaction, online, in store, phone, local or international ones. If the voucher is not submitted then the 'pending' hold on the funds at the bank should drop off after around 7 days and the funds should become available again.

Reading both sides here I think this is where something has gone wrong, either by the OP making a mistake or by the casino submitting the voucher by mistake. The OP states the casino have taken the money, yet Cashmio seem to be saying they didn't submit the voucher.

I think the simplest way to sort this out is Cashmio could post its exact merchant name it would be stated as on the statement. Then the OP can send a copy of his statement to Cashmio and then they can investigate further. If it doesn't appear on the statement them I can't personally see how the transaction went through. Or failing that the OP post the merchant name of the transaction he is disputing and thats usually quite easy to find out who the actual merchant was.
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
I think the simplest way to sort this out is Cashmio could post its exact merchant name it would be stated as on the statement. Then the OP can send a copy of his statement to Cashmio and then they can investigate further. If it doesn't appear on the statement them I can't personally see how the transaction went through. Or failing that the OP post the merchant name of the transaction he is disputing and thats usually quite easy to find out who the actual merchant was.

That would be a start & the most sensible solution. I have given all of my transaction details to the casino rep here and all they have said is none of them look familiar. How about the casino lists the merchant names they use here and I will cross reference.

This makes so much sense that I guarantee it will not be done but will wait to see. I will list every single merchant I used in that time frame from across all possible accounts and you can tell me if they look familiar.

Here is the one I most likely think it is -
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Here is all my skrill transactions for about that period
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here is another account with 2 transactions that may be casino related
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