The player from Germany reports issues with withdrawing money from Cashed Casino after accepting a cashback bonus. After reaching a total payout of 2500 euros, she notices 767 euros missing from her account without explanation. Despite repeated attempts to contact support, she receives no satisfactory response and learns that her account is closed.
Cashed Casino - Player’s account has been closed with missing funds.
Amount: €767
Cashed Casino
Safety Index:HighSafety Index
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8.9
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Case opened
Current status
Waiting for casino to reply
3d 14h 43m 48s
Case summary
3 days ago
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1 month ago
Translation
Hello,
Today, I would like to file another complaint. This will be my last one as I have now blocked my online banking due to problematic gambling and recent poor casino experiences. Nonetheless, I want to share my experience with Cashed Casino to warn other players.
On October 26th, I played at Cashed Casino, even though I didn't really want to, and lost 550 euros. I then entered the live chat and requested to close my account. I was then offered a cashback bonus of 55 euros with a 35x wager. I accepted it and tried my luck again. I managed to convert the bonus into real money, reaching a total payout of 2500 euros. I adhered to all the bonus conditions and did not wager more than 5 euros until the conversion. I then wanted to withdraw. At Cashed Casino, you can only cash out 500 euros per day, so I requested this withdrawal.
2000 euros were left in my gaming account.
The next morning, I checked my account and noticed that 767 euros were missing.
It only indicated a withdrawal, but not to me.
I contacted the live chat, and they just brushed me off, telling me to send an email.
I did so, but initially received no response.
An additional withdrawal of 500 euros (the daily limit is 500 euros, with a maximum of 3 transactions at once) also didn't work. There was no option for verification either.
I documented everything with screenshots, as I already had a bad feeling.
I then gambled away the remaining balance, even canceling the 500-euro withdrawal and losing that too.
Despite this, I still want to know why the money simply disappeared from my account; I find it extremely untrustworthy.
The support informed me after several days that my account was closed. However, that wasn't an answer to my question. I contacted support again asking about the money, and since then, I've received no response.
I have these emails as evidence as well.
I don't expect to ever see the money again, but I feel compelled to warn against playing at Cashed Casino. Other reviews of this casino speak for themselves.
Thank you for reading, and I hope for a response.
Best regards, C.
PS: Unfortunately, I cannot upload the screenshots here, but I would send them immediately via email upon request.
Automatic translation:
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1 month ago
Dear claudiaHH,
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.
- Could you please share any details regarding the cashback bonus you received from the casino?
- Could you please advise what reason you gave when requesting account closure in this particular casino?
- Could you please provide any supporting evidence supporting your claims? You can post screenshots here, or send the information to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
Hello Tomas,
First of all, thank you for the answer.
1) I stated in the chat that I wanted to close my account due to bad reviews. I had previously lost around 550/560 euros.
Then I was offered a bonus, which was exactly 10% of my losses. The wager in the bonus was 35x and I read the bonus terms and conditions that the stake cannot be higher than 5 euros.
2) I stated my dissatisfaction as the reason that I find it dubious that funds disappear from my account without explanation. I was blocked in the middle of explaining this and thrown out of the chat
3) yes, I now send all screenshots to the email
Best regards, C.
Automatic translation:
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1 month ago
Thanks for the information provided.
Do I understand correctly that despite the transaction appearing as a successful cashout, the amount was confiscated to your knowledge?
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1 month ago
Translation
Hello Tomas,
Yes, the payout was not made to me. I did not initiate it and it would not have been possible anyway, as the maximum payout amount is 500 euros per day. To this day, I have not received any explanation as to where the money went, even though I have contacted support several times. I sent all the screenshots by email.
Best regards, C.
Automatic translation:
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1 month ago
Thank you very much, claudiaHH, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.
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1 month ago
Hello, claudiaHH!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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1 month ago
Dear claudiaHH,
We would like to kindly inform you that any no-deposit casino bonus has wagering requirements of x40. Any such bonus has a maximum withdrawal limit of x5 the bonus amount received. For example, a 20EUR no-deposit bonus will have a maximum withdrawal limit of 100EUR. Any winnings above 100EUR will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.
If you have any additional questions don't hesitate to contact us.
Kind Regards,
Cashed Casino Team
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1 month ago
Thank you for the information, Cashed Casino Team!
However, we are still unsure that we understand the situation clearly. Therefore, I would like to ask you a few questions.
First and foremost, there is a fact of the user's gambling problem. Please, provide the live chat transcript from the October 26th to my e-mail: pavel.k@casino.guru, so we can be sure that gambling problem was not mentioned beside the request of the account closure right before the player was offered a bonus.
The second question is which exactly cashback bonus did player receive? The closest one we could find on the page is 10% Welcome cashback. Could you, please, name the bonus and send us the link to its terms?
The third question is how can we know that the cashback is a no-deposit bonus? There is no mention of cashback bonuses anywhere on the page. It is given on losses from the real money, which derive from deposits. Even in the mentioned welcome 10% bonus there is a minimum deposit requirement which implies that it is not a no-deposit bonus.
Also, there may be an issue with capping the winnings after the wagering requirement was fulfilled, but we will come back to it later.
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4 weeks ago
Hello Pavel,
We would like to kindly inform you that we provided you via mail the live chat transcript from the October 26th.
We would also like to inform you that the player received a loyalty bonus before closure in which Terms and Conditions refers to the point 7.16 (https://cashed.com/en/rules)
For any additional questions don't hesitate to contact us.
Kind Regards,
Cashed Casino Team
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3 weeks ago
Thank you, Cashed Casino Team. I have few more questions.
- Is there any visual (in the player's account) or internal (in the system) difference between active bonus and real money (bonus with the fulfilled WR)?
- What is the 767 euro amount and why was it missing from the player's account?
- Could you, please, send player's gaming and bonus history to my e-mail: pavel.k@casino.guru?
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2 weeks ago
Dear Pavel,
We would like to inform you that the no-deposit casino bonus has wagering requirements of x40, the deposit casino bonus x35 and the real money bonus x1. Moreover, we would like to kindly confirm you that the winnings above 100EUR have been removed from the account balance at the withdrawal stage, that was the amount of 767EUR.
Furthermore, you will receive via mail player's gaming and bonus history as soon as possible.
Thank you for your cooperation.
Kind Regards,
Cashed Casino Team
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1 week ago
Cashed Casino Team, I still have not received any e-mails from you, probably there was some problem, so, please, send them once more to pavel.k@casino.guru
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5 days ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 days ago
Dear Pavel,
We would kindly request to check if you have now received the email of player's gaming and bonus history.
Thank you for your cooperation.
Kind Regards,
Cashed Casino Team
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3 days ago
Cashed Casino Team, I believe that I have received previously sent chat screenshots.
Cashed Casino has 3d 14h 43m 48s to reply
Pavel is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
