Cashed Casino - Player's deposit can't be returned.

I signed up to this website through casinoguru and received the email for the "100% first deposit bonus." I deposited with this bonus selected and when I contacted support to tell them my deposit wasn't activated they told me that "Bonuses are not available to my account as per administration." They also refused to give me back my deposit. So they offered me a bonus to my registered email, waited for me to deposit then told me I am not allowed to receive the bonus. That is theft where I come from.

Dear Kegsey,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cashed Casino.

I checked the website, the rules of the bonus and refund policy of the casino

https://cashed.com/ca/promotions/casino/welcome-bonus

and

https://cashed.com/ca/rules

"6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet."

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you used the deposit to start playing in the casino already?
• Could you please explain what deposit method have you used?

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

No I did not use any of the funds at all. They told me bonuses are not allowed to me as per administration. I believe that they blocked me because I fully wagered a bonus on one of their sister sites and they don't want me to beat another bonus wager, but other than that I have no idea and no reason was given.

I used interac to deposit.

Since I made my complaint the casino has disabled my account without communicating with me at all, even though I still have not touched any funds, so they just straight up stole my deposit.

I admit that I was rude to support at one point but they told me the punishment was I would be temporarily blocked from contacting support, but when I tried to login after sending them my complaint they had fully disabled my account.

Dear Kegsey,

Has the casino decided to either unblock your account or return your deposited money since the complaint started?

Please let me know.

They have told me I can get a refund with crypto or a wallet like skrill but I deposited with interac so that is a bit annoying. They have not unblocked my account or given me a reason why I am not allowed to receive bonuses even though I received an email saying I could.

I still have not received any refund or response since I gave them a BTC address. That was two days ago.

Thanks for the update. Please share with me your communication with the casino specifying the circumstances surrounding your refund. My email is tomas@casino.guru

I have sent you the emails. It is ridiculous that it is taking this long and I haven’t received any reasoning for their decision or my $45 back after they blocked my account. Clearly this casino doesn’t care about their customers.

Thank you very much, Kegsey, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Kegsey, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Cashed Casino representative to join this conversation. 

Dear Cashed Casino, could you please provide more information about this case? 

Looking forward to your reply.

I have received my refund but no explanation why I was blocked from receiving bonuses or why my account was blocked. I would love an explanation.

Dear Kegsey,

Thank you for reaching out to our Customer Support!

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

3.9 :- We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

7.3 :- We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

We hope this helps clarify the matter for you.

Best regards,

Cashed Team.

Yeah I mean that’s just foolish and not transparent at all. You send out emails offering bonuses, then when someone makes a deposit you tell them they aren’t allowed a bonus without telling them why. How many people do you do this to that don’t make a complaint on a 3rd party website like I did? How many people do you trick into depositing and then don’t give them a refund? The customer service your website has shown is absolutely sub-par and at this point you deserve a very low review.

Dear Kegsey,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. I understand that you may be feeling frustrated, as some of your questions may not have been answered to your satisfaction. However, it is important to recognize that casinos, like any other businesses, have the right to select their customers. Provided that they meet their obligations and responsibilities, there should be no further grounds for complaint. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru