The player from Germany had requested account closure from Cashed Casino due to excessive losses on April 13, 2026, but the casino had only complied two months later, which led to a loss of €1330. He had reached out multiple times for a refund, citing player protection law violations, but had received poor communication and vague responses. Upon reviewing the email correspondence, we found that the casino had responded promptly to his initial request and had engaged with him, but no clear confirmation of account closure had been given until June 14, 2026. Deposits had continued during this period, and the player had not provided evidence of follow-up requests to confirm closure. Consequently, the complaint was closed as rejected due to insufficient grounds for a refund.
Cashed Casino - Player's account closure was delayed, leading to losses.
Unjustified complaint
Amount: €1,330
Cashed Casino
Safety Index 7.4 Above averageCase summary
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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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
TranslationI have sent you all the necessary documents by email.
TranslationOn April 13, 2026, I requested the immediate and irrevocable closure of my account, citing excessive losses, as evidenced by my emails. Oasis Casino also ignored a self-exclusion order that had been in place since the end of April 2023. Cashed Casino only complied with my account closure request on June 14, 2026 – two months later. During this time, I incurred losses of €1,330. I have sent you proof of my email correspondence with Cashed Casino and proof of the €1,330 deposits made during this period to the email address provided. jean.s@casino.guru , send.
TranslationBefore closing this complaint, I carefully reviewed the email correspondence and the timeline you provided.
Based on the evidence available, on April 13, 2026, you requested that your account be closed. The casino responded on the same day and asked for the reason for your request. On April 14, you explained that you had experienced too many losses, and the casino replied the same day, informing you that any remaining balance on the account would become invalid upon closure. Although you sent another reply on April 15, I could not find any confirmation from the casino that the account had actually been closed at that time.
From the records you submitted, your deposits continued between April 16 and June 14.
It is important to distinguish between requesting an account closure and an account actually being closed. An account closure request does not automatically mean the account has already been closed, and unlike a self-exclusion due to gambling addiction, a standard account closure generally does not prevent the player from reopening or continuing to use the account.
I also cannot conclude that the casino ignored your request. They responded to your emails within 24 hours and engaged with your request. If you did not receive a clear confirmation that the account had been closed after your April request, and you believed the closure had not been completed, the responsibility would have been to proactively follow up with the casino during the period between April 13 and June 14. Based on the information provided, there is no evidence of such follow-up requests during that period. When you submitted another account closure request on June 14, the casino closed your account on the same day.
While I understand your frustration regarding the losses incurred during this period, the evidence does not support the conclusion that the casino ignored a confirmed account closure request or failed to act after being repeatedly reminded. Consequently, we do not have sufficient grounds to request that the casino refund your deposits.
For these reasons, we are unable to pursue this complaint further and must close it as rejected.
Thank you for your cooperation and for providing the requested documentation. I appreciate the time you invested in presenting your case. Should you encounter an issue in the future that falls within our mediation scope, please do not hesitate to contact us again.
Best regards,
Jean
