The player struggles to close his account as the casino refuses to do so. The complaint was resolved as the casino closed the player's account excluded him from promotional e-mails.
Cashalot Casino - The player struggles to close his account.
Amount: ??
Cashalot Casino
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have tried several times to close my account via email and live chat support.
The live chat has refused to close my account, even though I have pointed out multiple times that I am starting a family and have a family carer.
Also, I still get tons of promotional emails even though I've unsubscribed from all newsletters.
Automatic translation:
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1 year ago
Hello schorle19,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
Thank you very much in advance for your reply.
Best regards,
Nick
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1 year ago
Translation
Hello Nick,
there are several reasons why i want to close my account.
I became a father and I no longer have the time and money to play in the casino. On the other hand
I have a nursing case in the family, which also takes up a lot of time.
In addition, I have actually never played at Cashalot, as the casino makes a very dubious impression. I'm constantly bombarded with emails, even though I've unsubscribed from all newsletters multiple times. I keep getting unsolicited offers that I should definitely keep playing even though I don't want to.
There is no response to my emails when I write to support etc.
Live chat took the cake today. He refused to close my account and didn't accept my reasons for closing it. In fact, I was forced to accept bonus offers even though I don't want to play.
I've really had enough now! This approach is absolutely dishonest! The casino should now please finally accept that I want to close my account and don't want an account on standby!
Best regards,
spritzer19
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1 year ago
Hello schorle19,
Please note that you have to request a self-exclusion in order to permanently close your account.
If you would just close it, you would have the chance to reopen it anytime.
Try to mail the casino with a self-exclusion request and mention gambling issues/addiction in order to make it as fast as possible.
Let us know the outcome by the end of the week.
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1 year ago
Translation
Hi Nick,
Cashalot has finally closed my account, but unfortunately I'm still getting a lot of promotional emails, although I've indicated several times that I no longer want emails. I would be happy if I wasn't spammed anymore.
Thanks a lot for your help.
Best regards.
Automatic translation:
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1 year ago
Hello schorle19
I'm glad to hear that the account is now closed. Can you please advise if you did send them a request to stop the promotional e-mails and if yes, when exactly and did they respond to it?
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1 year ago
Translation
Hello Nick,
I have asked Cashalot in the live chat and several times in writing not to send me any further emails.
I also tried to unsubscribe using the unsubscribe link.
I still got about 10 emails this week.
This spamming needs to stop now.
Best regards,
spritzer19
Automatic translation:
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1 year ago
Hello schorle19,
It seems like both promotional e-mails came from the same address. Can you please try to block directly the e-mail address? If this step won't help we will try to get in touch with the casino.
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1 year ago
Translation
Hello Nick,
I have tried several times to manually block the email. Unfortunately, I still get emails from Cashalot.
Please speak to the casino directly. Thanks.
Best regards,
spritzer19
Automatic translation:
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1 year ago
I would like to ask Cashalot Casino to join us and help us resolve the player's issue.
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1 year ago
Hello, schorle19
Your email address is excluded from the general newsletter database as well as other promotions.
Some email campaigns have been planned in advance, so please be patient if you receive the newsletter again.
Thank you for your consideration.
Compliance Officer
Max
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1 year ago
Hello schorle19,
Is the casino's explanation satisfactory for you? Do you require any other assistance from us?
