The player from Germany requested self-exclusion due to gambling addiction, expecting his account to close within 24 hours as per the terms. However, it remains open, and he received bonuses instead, leading him to deposit and lose €400. He requests the account closure and a refund for the lost amount.
Cashed Casino - Player’s account has not been closed as requested.
Cashed Casino
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Opened
Current status
Waiting for Casino Guru to reply
4d 19h 50m 53s
Case summary
2 days ago
Public
Novice
Public
3 weeks ago
Translation
Good day,
I am addicted to gambling and have requested self-exclusion from this casino due to my gambling addiction.
According to the terms and conditions, an account should be closed within 24 hours, see attachment. I have sent the email to [email protected] written on 12.06.25 at 0:09 (see proof)
Unfortunately, my account is still not closed. Instead, I received a 50% deposit bonus and other tempting offers. I gave in and was able to deposit €200 on June 13, 2025, at 11:24 PM and on June 14, 2025, at 12:03 AM, for a total of €400, which I then lost completely.
I request the casino to close my account and refund me the €400 because my account was not closed within 24 hours as promised.
Best regards
[edited by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear Raabi2711,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
- Would you be so kind as to forward me the emails with self-exclusion requests (not as screenshots) that you sent to the casino? My email address is [email protected].
- Please specify if your account was verified before you requested self-exclusion.
If your account is still open, please try to send another self-exclusion request to the casino support ([email protected]) as per the following guidelines: When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Thank you very much in advance.
Best regards,
Natalia
Public
Novice
Public
2 weeks ago
Translation
Good day,
I've forwarded the email to you. Verification wasn't required until now.
As of now, I can still log in normally.
Best regards
[edited by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear Raabi2711, if your account is still open, please try to send another self-exclusion request to the casino support ([email protected]) following the instructions I shared in my first message. I'd appreciate it if you could cc me too ([email protected]).
Have you tried to contact the casino support via live chat to inform them about your self-exclusion request?
Public
Novice
Public
2 weeks ago
Translation
Hello, I have sent the email and added you to BCC.
Contact via live chat isn't possible, at least not using the button on my mobile phone. Unfortunately, I've deposited money there again, so according to my email of June 12, 2025, my damages now total €575.
I request that the casino reimburse me for the damages incurred amounting to €575, as the 24-hour period promised in the terms and conditions for closing my account was not met, and I can still use my account today.
Best regards
Raabi2711
Automatic translation:
Public
Novice
Public
2 weeks ago
Translation
Here's proof again that I can still log in. As soon as I press the LiveChat button, I get the error message "Zendesk is Not available."
Furthermore, I have uploaded the screenshot with the damage I incurred in the amount of 575€ after I announced my gambling addiction on 12.06.25
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Thank you very much, Raabi2711, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
4 days ago
Dear Raabi2711,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Cashed Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Cashed Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?
Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.
Thank you in advance for your cooperation and timely reply.
Best regards,
Kubo
Public
Casino representative
Public
3 days ago
Dear all,
We are sorry for the inconvenience.
However, we were unable to locate any email containing a self-exclusion request sent on 12.06.2025.
Raabi2711 , could you kindly confirm whether you may have used a different email address not linked to your casino account when submitting the request?
Please also note that once we received your self-exclusion request on 20.06.2025, your account was closed within 24 hours, in line with our responsible gaming policy.
We appreciate your cooperation.
Best regards,
Cashed Team
Public
Novice
Public
3 days ago
Translation
Good day,
I sent you an email on 12.06.25 from my registered email [email protected] I have also confirmed the proof here to the Casino Guru team. I request a refund of the €575 that was deposited after the aforementioned period.
Best regards
[edited by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 days ago
Dear Raabi2711,
Could you please download your original email to the casino from June 12 and send it to me as an attachment (please do not forward the email) to the following address: [email protected]?
Thank you in advance for your cooperation.
Casino Guru is examining the case
