Cashed Casino - Player requests refund after account closure failure.

Dear Casino Guru Team,

I am filing this complaint against Cashed Casino to request a net refund of €1,505, as the casino blatantly failed its Duty of Care and ignored standard Responsible Gambling protocols by keeping my account active after being formally provided with medical documentation of a diagnosed gambling disorder.

Timeline of Events:

August 13, 2025: I informed Cashed Casino in written form that I was medically diagnosed with a gambling addiction.

August 14, 2025: The casino's support / VIP Manager formally requested official documentation regarding my gambling situation and told me that my account has been closed.

August 20, 2025: I submitted an official medical certificate confirming my clinically diagnosed gambling disorder via email (Ticket ID: 33357161).

Post-August 20, 2025: Despite receiving and acknowledging official medical proof of an active gambling disorder, the casino failed to permanently block my account and permitted further gambling activity.

Financial Breakdown & Claim:

Total deposits made after submitting the medical proof (after August 20, 2025): €3,705 bank transfer + €200 credit card = €3,905

Total withdrawals received: €2,400

Net Claim Amount: €1,505

Under established Responsible Gambling rules and basic player protection standards, providing official medical documentation of an addiction constitutes an absolute, undeniable notification of extreme vulnerability. Allowing a player to continue depositing after receiving medical proof is a severe breach of the casino’s obligation to protect vulnerable players.

I am requesting Cashed Casino to refund the net damage of €1,505 directly caused by their failure to enforce player protection.

I have attached all relevant email correspondence, medical documentation, and payment transaction statements directly to this complaint. If you need further information, please let me know.

Thank you for your assistance.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Cashed Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Have you regained access to your original account or opened a new one?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila