The player from Austria had registered at the casino but did not receive a Gmail confirmation. After losing about €1300, he decided to self-exclude and later inquired about a bonus, only to be informed that his account could not be found. The support representative suggested he reclaim the money from his bank. We requested evidence of his registration and communication with the casino. The provided deposit payslip was insufficient as it did not confirm a deposit to the casino. Due to the lack of evidence of registration, the complaint was rejected.
Cashed Casino - Player's account has not been found.
Amount: €1,300
Cashed Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 months ago
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3 months ago
Translation
I registered but didn't receive a Gmail confirmation. I played and lost about €1300. I didn't want to self-exclude, then received an offer of €95 if I didn't self-exclude. After my losses, I decided to self-exclude and two days later, I wanted to follow up to see if there was a bonus. They responded that they couldn't find my account. I also made an online transfer. Then I mentioned that since they couldn't find me, I wanted my money back, and the support representative said I could reclaim it from my bank.
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3 months ago
Dear Nikolic,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Do you have any evidence that you registered an account in Cashed Casino? Please understand, that if we want to investigate your complaint, we need to collect as much evidence from you as possible. I tried opening an account in this casino and received an email immediately after finishing registration. If you use Gmail, this message can be found in your Promotional emails section. Please forward me all the emails, chat transcripts, and other evidence that would prove you opened an account in this casino at veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
I have sent him an old transfer from the casino site that I transferred ps
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3 months ago
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If you have any questions, please
Edited
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3 months ago
Thank you for your emails. Could you please send me the communication between you and the casino regarding your self-exclusion and the problem finding your account?
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3 months ago
Translation
They can't find me and I don't have an account with them but I sent them the online transfer but I have proof that I paid
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3 months ago
Thank you for providing the screenshot. However, the deposit payslip you shared does not confirm that the deposit was sent to Cashed Casino. Additionally, it would be impossible to deposit into this casino without having an account with them. Since there is no evidence that you were registered with this casino, we are unable to assist you further. I recommend checking your emails from the date of the deposits to identify any other casinos you might have played at during that time.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
