Casino Complaint CASHMIO - joined based on review here

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
This transaction from my skrill account looks like it could be the one as it is in Euros and for about the right amount although for some reason across 2 transactions

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I can't see any of the transactions you have pointed to being Cashmio, the one I've quoted is for these casinos



None of the others seem to have any connection to them either
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
I can't see any of the transactions you have pointed to being Cashmio, the one I've quoted is for these casinos


None of the others seem to have any connection to them either

Well it has to be one of them, the money did not magic itself into my Cashmio account. Even if they can tell me the date it was deposited however, nothing........
 
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Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
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.
you
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.


OP you have already been advised in this post here that the money can be in your casino account even though it hasn't left your bank account so you keep saying that because the money was in your casino account is proof that it left your bank is not correct !
If you aren't prepared to do as Casino asks you I don't see the point of carrying on this topic. Its going round and round.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Well it has to be one of them, the money did not magic itself into my Cashmio account. Even if they can tell me the date it was deposited however, nothing........

But they have already explained, as far as they are concerned, the transaction never took place as the voucher was never submitted. sueyh and me have also explained the process.

I do get where the confusion comes from, in that you are expecting to see (possibly down to what live chat said) a debit then credit for the same amount for the same retailer, but if the voucher was never submitted you won't see that, as the transaction did not take place.
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
But they have already explained, as far as they are concerned, the transaction never took place as the voucher was never submitted. sueyh and me have also explained the process.

I do get where the confusion comes from, in that you are expecting to see (possibly down to what live chat said) a debit then credit for the same amount for the same retailer, but if the voucher was never submitted you won't see that, as the transaction did not take place.


Agreed , there will be no transaction showing.
 

alexCashmio

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

I will jump in and clarify some things as it seems some questions have sprung up.

We do have a transaction registered in our backend, this transaction originates from the player’s bank account. But as this transaction was voided, the transaction was never completed, and the money never arrived to us.

So as previously explained, the transaction might very well never show in the player’s bank account when released from the locked state (different from bank to bank). I have provided a GuWID which is connected to the voided transaction, this number can possibly be used by the bank to trace the payment. I suggest to contact the bank and ask them to trace the payment with the GuWID number.

Regarding our merchant name, it would most probably be showing as MT Secure Trade Limited. As this is the company holding our licenses etc.

I hope this can clarify the situation a bit.

Best regards,
Alex
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
Agreed , there will be no transaction showing.

If the transaction never took place then how come there was $100 in my Cashmio account and there was $100 taken out of my credit card that was never returned. Even unsuccessful transaction leave a trail of records in their wake let alone successful ones.

How do those actions occur without some type of a record taking place. Are there magical midgets that wave a wand and it just happens out of thin air and as fast as lightning, no record is made, there is just an absence of information like a black hole.

Do you actually believe a successful transaction in our modern financial world can occur without there being a record made in a number of different places? I have put up all my information as someone suggested and as I expected the casino did nothing to move the issue closer to resolution, I realise you guys are just going to bat for the casino regardless of the logical points I have made here.

There is just not excuse why this is not checked at their end, it is not up to me to enforce the rightful return of my money, I have flagged the issue, provided a reasonable amount of information that will help them narrow it down and quick as a flash nothing happened.

Just be aware if you are looking to spend a lot of money at this casino and something does go wrong where you money disappears and is not returned then the casino will require you to follow it up and spoon feed the information they would already have if they bothered to look.
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
Hi guys,

I will jump in and clarify some things as it seems some questions have sprung up.

We do have a transaction registered in our backend, this transaction originates from the player’s bank account. But as this transaction was voided, the transaction was never completed, and the money never arrived to us.

So as previously explained, the transaction might very well never show in the player’s bank account when released from the locked state (different from bank to bank). I have provided a GuWID which is connected to the voided transaction, this number can possibly be used by the bank to trace the payment. I suggest to contact the bank and ask them to trace the payment with the GuWID number.

Regarding our merchant name, it would most probably be showing as MT Secure Trade Limited. As this is the company holding our licenses etc.

I hope this can clarify the situation a bit.

Best regards,
Alex

OK that makes sense to me and perhaps I did not read it carefully or perhaps it is explained better here, I do not know but will follow these numbers up. If it turns out that these numbers prove that what your saying is true then I will be more than happy to make a grovelling apology. If they point towards the money going to the casino or your third party provider and not being returned then I will definitely be highlighting that here because if that is the case then it means it was not thoroughly investigated.

If my banks comes back and tells me what I suspect they will & that is the money was transferred to the casino and never returned & there is nothing further they can do, what is your process at that point? Will you also say that you are not responsible for the transaction?

Do you see how that will force my hand and I will have not choice but to ask for a charge back?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
If the transaction never took place then how come there was $100 in my Cashmio account and there was $100 taken out of my credit card that was never returned. Even unsuccessful transaction leave a trail of records in their wake let alone successful ones.

How do those actions occur without some type of a record taking place. Are there magical midgets that wave a wand and it just happens out of thin air and as fast as lightning, no record is made, there is just an absence of information like a black hole.

Do you actually believe a successful transaction in our modern financial world can occur without there being a record made in a number of different places? I have put up all my information as someone suggested and as I expected the casino did nothing to move the issue closer to resolution, I realise you guys are just going to bat for the casino regardless of the logical points I have made here.

There is just not excuse why this is not checked at their end, it is not up to me to enforce the rightful return of my money, I have flagged the issue, provided a reasonable amount of information that will help them narrow it down and quick as a flash nothing happened.

Just be aware if you are looking to spend a lot of money at this casino and something does go wrong where you money disappears and is not returned then the casino will require you to follow it up and spoon feed the information they would already have if they bothered to look.

That is unfair, no one has been 'batting' for the casino at all, we have explained the process and why there might have been confusion. You mention a couple of times that the money was taken and not returned, but despite posting some transactions, none of them relate to this transaction. Considering you are so certain the money was taken, how can you not know which one it is from your bank statement?

I asked you to put up the transaction for 2 reasons. 1, if the casino saw it listed on your bank statement, then they would have little choice but to investigate further and refund you, 2, if it wasn't listed, to show the transaction never took place and was, as I said in my earlier post, an authorisation only.
 

Adam Randall

Full Member
Joined
Aug 30, 2017
Location
Australia
That is unfair, no one has been 'batting' for the casino at all, we have explained the process and why there might have been confusion. You mention a couple of times that the money was taken and not returned, but despite posting some transactions, none of them relate to this transaction. Considering you are so certain the money was taken, how can you not know which one it is from your bank statement?

I asked you to put up the transaction for 2 reasons. 1, if the casino saw it listed on your bank statement, then they would have little choice but to investigate further and refund you, 2, if it wasn't listed, to show the transaction never took place and was, as I said in my earlier post, an authorisation only.

That is pretty simple to answer and I am sure you would know, Casinos hide their names on bank transactions intentionally making it difficult and to link up. Do you ever see transactions on you bank statement that say "BIG ONLINE CASINO TRANSACTION HERE"? No you do not however it takes almost no effort for the casino to say ok, here are the 3 accounts we use to charge credit cards they are a, b and c and here are the 2 accounts we use if transferring from a bank account e & f

I do not believe that expecting at the very least, that level of information is something that is unfair and it is not a big stretch to believe that people defending the lack of that detail are being biased.
I do this by looking at this information and guessing how people would react if it was an ordinary company like Amazon & the behavior does not fit. People would be upset if this happened outside of the online casino world yet the bar seems to be set so low for appropriate behavior that this lack of info and push back onto the customer is not only accepted, it is defended.

I am going to follow those numbers up with the bank and regardless of how the answer makes me look either right or a fool, I will post the results here.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
That is pretty simple to answer and I am sure you would know, Casinos hide their names on bank transactions intentionally making it difficult and to link up. Do you ever see transactions on you bank statement that say "BIG ONLINE CASINO TRANSACTION HERE"? No you do not however it takes almost no effort for the casino to say ok, here are the 3 accounts we use to charge credit cards they are a, b and c and here are the 2 accounts we use if transferring from a bank account e & f

I do not believe that expecting at the very least, that level of information is something that is unfair and it is not a big stretch to believe that people defending the lack of that detail are being biased.
I do this by looking at this information and guessing how people would react if it was an ordinary company like Amazon & the behavior does not fit. People would be upset if this happened outside of the online casino world yet the bar seems to be set so low for appropriate behavior that this lack of info and push back onto the customer is not only accepted, it is defended.

I am going to follow those numbers up with the bank and regardless of how the answer makes me look either right or a fool, I will post the results here.

Actually most gambling places I use either have full name as the merchant or close to it, like BetVictor is BV something, Sky Bet/Vegas is Sky Betting and Gaming, Coral is Coral Interactive, Vera&John are Vera&John.

The rep has already said it would be listed as MT Secure Trade, so not sure why you are talking about it as if they haven't, and it isn't listed on your transaction history.

The rep also said he provided you with the GuWID to allow you to get your bank to trace the transaction, but that you haven't replied. What did your bank say?
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
That is pretty simple to answer and I am sure you would know, Casinos hide their names on bank transactions intentionally making it difficult and to link up. Do you ever see transactions on you bank statement that say "BIG ONLINE CASINO TRANSACTION HERE"? No you do not however it takes almost no effort for the casino to say ok, here are the 3 accounts we use to charge credit cards they are a, b and c and here are the 2 accounts we use if transferring from a bank account e & f

I do not believe that expecting at the very least, that level of information is something that is unfair and it is not a big stretch to believe that people defending the lack of that detail are being biased.
I do this by looking at this information and guessing how people would react if it was an ordinary company like Amazon & the behavior does not fit. People would be upset if this happened outside of the online casino world yet the bar seems to be set so low for appropriate behavior that this lack of info and push back onto the customer is not only accepted, it is defended.

I am going to follow those numbers up with the bank and regardless of how the answer makes me look either right or a fool, I will post the results here.

Yet you did not post the results here ?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Still no update?

Quick enough to jump in and imply a casino have stolen your money, but when it comes to the outcome you don't seem as quick.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Still no update?

Quick enough to jump in and imply a casino have stolen your money, but when it comes to the outcome you don't seem as quick.

Didn't you read his reply to you in the other thread (Guts, Betspin...) where you asked for a reply to this? He took it as a personal attack. You maybe should go back and read that.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Didn't you read his reply to you in the other thread (Guts, Betspin...) where you asked for a reply to this? He took it as a personal attack. You maybe should go back and read that.

That was 10 days ago, and he said to keep the thread on topic, so I posted back in here :D

For someone who was quick enough to pretty much say the casino had stolen his $100, and made multiple posts about it, you would have thought a 5 minute phone call to the bank in the past 3 weeks would have been pretty easy to do, unless of course he has, but the answers he was given don't back up his claims.
 

ladyhawke

Senior Member
Joined
Sep 23, 2016
Location
Here, There, Everywhere.
That was 10 days ago, and he said to keep the thread on topic, so I posted back in here :D

For someone who was quick enough to pretty much say the casino had stolen his $100, and made multiple posts about it, you would have thought a 5 minute phone call to the bank in the past 3 weeks would have been pretty easy to do, unless of course he has, but the answers he was given don't back up his claims.

This!

His actual response was: "Because I have not spoken to the bank yet, because it is an unpleasant task that I have been putting off because it will suck a lot of my time for at best $100...."

So the question is: If speaking to the bank was too much trouble for a mere $100, why even raise a complaint in the first place, as surely all his posts were "sucking up" a lot of his time "for at best $100..."?

And let's not forget that he totally ignored any posts, including those from the casino rep, which advised him of what steps he needed to take when contacting his bank, as well as the information he required. Again, the question is: Why?

I doubt he will be back to this thread, as his MO appears to be that of the "do damage to a casino's reputation and then run" variety.

And, hey presto, here he is again, popping up with another new thread accusing another casino of wrong-doing (Fairgo anyone?).

I have no idea if his complaint in that thread is legitimate or not, but I wonder how long it will be before once again he decides he can't be bothered any more with whatever resolution Fairgo offers, because it will "suck up" a lot of his time "for at best" 77 spins.
 
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