Cashalot Casino - Player faces issues with self-exclusion request.

Ich wollte mich sperren lassen, da ich spielsüchtig bin. Der Online Support bietet mir stattdessen noch einen Bonus an, damit ich noch mehr spiele (und verliere). Auf meine Bitte im Chat mein Konto sofort zu sperren, musss ich mich jetzt plötzlich mit Ausweis und allem möglichen verifizieren??!?!

Die wollen die Leute nur noch mehr in den Ruin treiben!

FINGER WEG!

Dear Pappnase999,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gaming section and I found this:

Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: lyudmila.buduluta@gmail.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection. During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Could you please forward the self-exclusion request to kristina.s@casino.guru? Have you already provided the required documents? Please note that many casinos request documents to ensure the right person is asking for self-exclusion and to prevent you from creating accounts in the future.

Thank you very much in advance.

Best regards,

Kristina

Hello colleagues!

This user came to our website support chat with a request to block the account. 

During the chat the support agent asked the user why he wants to make such a decision and he replied that he loses too often.

On this basis, the support agent suggested the user to use deposit bonuses (as an option to increase the game balance) or to set a deposit limit on the account. In response, there followed rude insults to our support manager and a persistent request to block the account.

Our manager then provided the user with self-exclusion instructions, which involves a quick identity verification to confirm account ownership. In response, the user continued to be rude and flatly refused to confirm their identity for blocking.

If necessary, our team is ready to provide screenshots of chat communication.

Sincerely, Cashalot.bet team

Dear Pappnase999,

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.

Thank you Cashalot.bet team for your reply.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.