Cashed Casino - Сметката на играча остава отворена въпреки искането за закриване.

Hello everyone,

I'm asking for your help. Cashed Casino simply doesn't want to close my account, even though I asked for it to be closed after losing €3,000 because I'm a severe gambling addict.

Today I looked again and the account was open. Of course I couldn't control myself and I deposited another €150.

I ask you for help so that my account can be closed and I can get my loss back.

I have emails as proof

Hallo zusammen,

Ich bitte Sie um Ihre Hilfe, das cashed casino will einfach mein Konto nicht schließen obwohl ich nach Verlust von 3000€ um kontoschliesung bate weil ich stark spielsüchtig bin.

Heute habe ich wieder rein geschaut und das Konto war offen natürlich hätte ich mich nicht unter Kontrolle und ich habe wieder 150 € eingezahlt.

Ich bitte Sie um Hilfe das mein Konto geschlossen wird und ich mein Verlust zurück bekomme.

Emails habe ich als Beweis

Dear Dakky38,

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

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

• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Cashed Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello everyone,

Yes, I asked in the chat every day. And I always got the same answer: yes, they're sorry and they're taking care of it.

I have sent you all the emails as proof.

The last deposit was yesterday.

Hallo zusammen,

Ja ich haben jeden Tag im Chat nachgefragt. Und immer die gleiche Antwort ja es tut denen leid und sie kümmern sich darum.

Alle Emails habe ich Ihnen als Beweis geschickt.

Die letzte Einzahlung war gestern.

Hello everyone,

The account was closed this afternoon. I'll send you the email from the casino as proof. We've reached 50%, and they just need to refund my losses.

Hallo zusammen,

Das Konto wurde heute nachmittag geschlossen. Die Email vom casino schick ich dir als Beweis. 50% haben wir erreicht sie sollen mir nur noch mein Verlust zurück erstatten.

Thanks for your patience and for the update.

I reviewed the communication you provided and established the timeline of events.

We conclude that the casino acted within a reasonable time to protect you. Therefore, we won't pursue the request for a refund of funds deposited and lost after the self-exclusion request was acknowledged.

Please let me know if there are any further circumstances regarding the case I might not have considered or overlooked; otherwise, the complaint will be closed.

Looking forward to your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dakky38,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas