The player from Baden-Württemberg had a gambling problem and had self-excluded from all casinos, but despite this, she was able to deposit and play in Cashed Casino. Her account closure request was ignored, and she lost 1300 Euros as a result. We informed her that the casino was not obligated to prevent gambling unless explicitly informed of the problem and requested self-exclusion. Since the player did not respond to further inquiries, the complaint was rejected due to insufficient information.
Cashed Casino - Player’s self-exclusion request ignored.
Amount: €1,300
Cashed Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hello,
I have a gambling problem that has persisted for some time, and I've had myself excluded from all the casinos to prevent access during moments of weakness. However, this casino somehow bypasses those measures. My initial request to close the account was not processed—I waited 20 minutes in the chat and nothing happened. Additionally, my self-exclusion from gambling sites didn't take effect here. As a result, I lost about 1300 Euros, my entire salary, during a moment of weakness. What is the point of these measures if they don't work? I feel vulnerable to such casinos as an addict. In those moments, I can't protect myself, which is why I'm grateful for the ability to self-exclude. But here, they apologized superficially and said they couldn't do anything. I don't know how I'll survive this month. There are laws in Germany about this, and they should be enforced. Can you please help me?
Automatic translation:
Public
Public
4 months ago
Dear txxsp2crcw,
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 specify when exactly you self-excluded your account in the casino?
- When have you made the 1300 deposits in the casino?
Please note the casino is licensed by Curaçao Gaming Control Board https://casino.guru/licensing-authorities/curacao-license
Self-exclusion provided by the German national scheme OASIS will be applicable only for casinos licensed in Germany.
To protect yourself from gambling you'll need to inform online casinos in which you have an open account about your struggle and request self-exclusion separately.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool
This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
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
Public
Public
4 months ago
Translation
Hello
and thank you for the answer.
I tried to exclude myself from this casino on 10 July, but after almost 20 minutes nothing has happened. And I was kicked out of the chat, see the attachment I uploaded! I had gambled away some of the money before and some after! I also tried to register at other casinos, but luckily that wasn't possible because strangely enough my self-exclusion was reported there! As far as I know, I've already been banned from sister casinos, so they should have known. Normally I wouldn't do something like that, i.e. demand my money back, but I specifically got myself banned everywhere because I have a serious gambling problem. And now I'm broke 🙁
Automatic translation:
Public
Public
4 months ago
I apologize for the late reply.
If you haven't informed the casino about any gambling problems, the casino is not obligated to prevent you from depositing and playing.
Only after you inform the casino about gambling problems and request a self-exclusion a Curacao-licensed casino is obligated to prevent you from further gambling.
Once again, the license of the casino matters when it comes to which measures can be implemented. OASIS -the German national registration will exclude you from casinos licensed under German license only. In the case of a Curacao-licensed Casino, you'll need to inform any casino in which you have an open account about your ongoing problem and request self-exclusion to be protected.
In your interaction on July 10th, there is unfortunately no mention of gambling problems, which means you were still responsible for any gameplay taking place.
If your account hasn't been self-excluded yet, I would recommend you request a self-exclusion via email:
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Cashed Casino,
I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is gambling problems
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@cashed.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance for your reply.
