Cashwin Casino - Player’s self-exclusion was not honoured.

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.

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

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.

I was self excluded off there sister sites which was supposed to include a net work wide for all the casinos by this group.

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.