The player from Germany has requested a self-exclusion. Unfortunately, the enquiry was ignored. After a closer examination, we ended up rejecting this complaint as unjustified.
Cashalot Casino - Player’s attempt to self-exclude from the casino has been overlooked.
Amount: €70
Cashalot Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.7
Cashalot Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Dear Aschebersch,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the Responsible Gambling section on the website, and this is what I found
https://cashalot.bet/responsible:
„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: support@cashalot.bet
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 advise if you have sent an email to support@cashalot.bet? Have you tried to set the deposit limits inside your account till your account will be verified?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
Thank you for your response. No, I didn't send an email directly to support@cashalot.bet, but asked for it via chat. Then a ticket was created in the help desk, in which an employee answered me (as can be seen in the screenshot).
No, I didn't do that with the deposit limits either, as this option is not a solution for my gambling addiction for me.
Thank you and best regards
Automatic translation:
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3 years ago
Dear Aschebersch,
If the casino requires you to verify your account to be able to self-exclude, but meanwhile, offers another option to limit your play till the KYC will be completed I would strongly recommend following their instructions.
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3 years ago
Translation
Hello Petronela,
I have now provided the casino with the necessary documents for verification.
Nevertheless, I would be happy if the matter with the € 70 could also be investigated.
Thanks very much
Automatic translation:
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3 years ago
I'm afraid if you didn't use available responsible gaming tools when advised we can't help you. Please understand that not every casino department can apply a self-exclusion to your account. I absolutely understand your point of view and struggle associated with admitting the gambling problem however, if you expect the casino to follow the rules and apply the self-exclusion, you should follow its rules too. We always try to help players, but we are able to do so only if they have followed the casino instructions first.
Please keep me informed regarding any developments. Thank you very much in advance for your understanding.
