Cashwin Casino - Player's self-exclusion request has been ignored, so he seeks a refund.

Hello,

I did send the following message via email to a partnered Casino of Cashwin Casino (Zipcasino) on 18.12.2023.

"Please ban me forever without chance of reopening in every casino your Brand/Licence owns.

I dont take any responsibility to further loses.

Reason gambling addiction

Best regards

 "

The partnered Casino didnt follow up my request regarding that matter. And I was able to deposit several times.

I contacted the Website and it was said, that a refund isnt possible because the funds have been spend. I didnt recieve any answer for my latest conversation.

As a result, I kindly request the following actions:

A full refund of all deposits made to my account

A complete and permanent ban from all of your brands, with no possibility of reopening my account(s) under any circumstances.

I want to emphasize that my request for a permanent ban was made due to my recognized gambling addiction, and it is imperative for my well-being that I am unable to access any gambling services provided by your company.

Please process the refund of my deposits and confirm the permanent closure of my account(s) at your earliest convenience. I expect this matter to be resolved promptly and without further delay.

Thank you for your understanding and cooperation in this sensitive matter.

Best regards,

Dear Gambler33,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please note according to our article on Gaming Curacao license:

There is currently no way to self-exclude from all Gaming Curacao licensed casinos at once. You must self-exclude at each casino individually, and instructions for how to request an exclusion should be obtained by checking the casino website or contacting the operator directly.

Could you please specify if you requested to be self-excluded due to gambling addiction from Cashwin Casino directly? If you did, please forward me the email with your account closure request. My email address is 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

Hello,

thanks for the reply. I requested the closure at the partnered casino (Zipcasino) for the whole casino group (Softgenius). Because of gambling addiction. Screenshot is attatched. I hope you can help me.

Best regards

I apologize, but as I mentioned in my earlier reply, the licensing authority does not require its licensees to exclude players from all casinos owned by the same operator. If you did not inform Cashwin Casino about your gambling issues and did not request to be excluded from this casino specifically, we are unable to assist you in recovering the lost deposits.

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.