The player from Germany requested account closure from Cashed Casino due to excessive losses on April 13, 2026, but the casino only complied two months later, leading to a loss of €1330. He reached out multiple times for a refund, citing player protection law violations, but received poor communication and vague responses.
Cashed Casino - Player's account closure was delayed, leading to losses.
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Cashed Casino
Safety Index 8.0 HighCase summary
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3 days ago
Translation
I requested account closure from Cashed Casino on April 13, 2026, citing excessive losses. I subsequently requested account closure several more times. The casino only complied with this request two months later, on June 14, 2026. During this time, I lost €1330. I repeatedly contacted Cashed Casino via live chat and email to request a refund of these losses, as they ignored my account closure request for two months and thus violated a player protection law. Communication with the provider was extremely poor. I received only vague or no responses to my inquiries. The last somewhat reasonable response came on June 23, 2026. I can document everything with emails and screenshots of payment histories.
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2 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
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2 days ago
Dear Christopher.180,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
Could you please clarify if you wanted an account closure or a self-exclusion?
The difference between closing an 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 have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).
To better understand the issue, could you please forward all the account closure requests that you sent to the casino, along with their response? Please forward the complete email threads that contain the original, uncropped email messages. My email address is jean.s@casino.guru.
Thank you very much in advance.
Best regards,
Jean
