Cashed Casino - Player demands reimbursement due to illegal casino operation.

Boa tarde

Venho apresentar uma reclamação formal contra o casino Cashed.

Sou residente em Portugal e descobri que este operador não possui licença da SRIJ, o que significa que não tem autorização para aceitar jogadores portugueses nem processar pagamentos com MBWay ou cartões emitidos por bancos nacionais.

Efetuei vários depósitos através de intermediários como Eupago e Unlimint, com comprovativos bancários que comprovam os valores transferidos.

Além disso, tentei auto-excluir-me da plataforma, mas não foi possível eliminar a conta nem bloquear novos depósitos, o que aumenta a gravidade da situação.

Solicito que este caso seja analisado e que seja exigido ao casino o reembolso integral dos valores depositados, uma vez que a sua operação em território português é ilegal.

Estou disponível para enviar comprovativos de pagamento, capturas de ecrã da conta e comunicações com o casino.

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Dear Joaobsousa,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Cashed Casino.

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Regarding your self exclusion request, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

Já respondi para o e-mail

Dear Joaobsousa,

thank you for your emails.

• Do I understand correctly that your first self exclusion email was sent on November 9th?
• Have you received any response? Is your account accessible to you?
• Could you please provide the date of your last deposit?

As I mentioned in my initial message, I am concerned that I may not be able to assist with recovering your funds solely on the basis of your self-exclusion in Portugal. This casino does not hold a Portuguese license and therefore does not have access to the national registry of excluded players.

The licensing information is clearly displayed on both our website and the casino’s own site, and it is ultimately the player’s responsibility to make an informed decision about whether to participate in gameplay.

Looking forward to your reply,

Katarina

Dear Joaobsousa,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru