The player from Canada, who had self-excluded from multiple sister sites including Fez Bet, was supposed to be network-wide excluded from all casinos run by this group. However, the exclusion was not applied, and the player requested a refund. The Complaints Team explained that there was no requirement for network-wide exclusion under the licensing authority and that each exclusion had to be requested individually. Since the player did not request self-exclusion directly from Cashwin Casino, the complaint was rejected.
Cashwin Casino - Player’s self-exclusion was not honoured.
Amount: Can$2,000
Cashwin 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
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
I was supposed to be net work wide excluded from all casinos run by this group. As I am already self excluded from multiple sister sites of this website. I'd like to request a refund because they did not honour my net work wide exclusion. I'm excluded from multiple of them one being fez bet.
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3 months ago
Dear sati725,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
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 from Cashwin Casino directly?
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
Dear sati725,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
I was self excluded off there sister sites which was supposed to include a net work wide for all the casinos by this group.
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3 months ago
I am sorry, but as I mentioned in my previous reply, the licensing authority does not require its licensees to self-exclude players from all their brands. Sometimes, casinos do this as a gesture of goodwill, but generally, it is not their obligation. Therefore, if you did not inform Cashwin about your gambling problems and did not request self-exclusion directly from this casino, we are unable to help you retrieve your lost deposits.
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.
