Cashed Casino - Player's account has been reopened and closed again after exclusion.

Cashed excluded my account in November 2024 as per my request and re-opened it in February without my consent or request and targeted me with multiple emails to get me back to their site. I complained via email and wanted to speak to Victoria my former VIP manager who had the exclusion applied. My email has been ignored by Cashed and my account is excluded once again so I can't login to access live chat. This is in breach of responsible gambling player protection. -370 is the difference of my deposits and withdrawals for the short time my account was re-opened so soon after my self exclusion request.

Dear Dman2020,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience. Please allow me to ask a few questions so I can understand the whole situation completely.

• When you originally requested self-exclusion in November 2024, did you specify a time period for how long you wanted your account to be closed?
• Did you receive any confirmation from the casino at that time stating that your self-exclusion was successfully applied?
• What reason did you provide when requesting self-exclusion?
• Besides the emails sent by the casino, did they offer you any bonuses or promotions to encourage you to return?
• Could you also clarify if you attempted to contact the casino through other means, such as their support email?

If you have any relevant communication with the casino regarding this matter, please forward it to [email protected] so we can review it.

Your cooperation is really important so we can fully assess what happened and try to find a resolution for you. I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Dman2020,

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.

Hi Petronella,

I emailed you on the 18th with some information that I have.

thanks

Additional comments from the player:

Hi Petronela,

I will attach what I have relevant to the case. I was unable to select my own exclusion period it had to be done by support from Cashed. I requested exclusion with Victoria my VIP manager and was under the impression it was indefinite and I would never return to play at cashed because I was losing a lot of money with them and them and could only withdraw 800 euro every 24 hours and withdrawals were quite slow even as a VIP. I deleted those emails from last November as I assumed it was the end of my business with cashed and an indefinite exclusion but they opened my account at random as shown in the attached. Cashed my now reply when I contacted them but have excluded my account again so I can’t login to contact live chat, they opened my account again which I never asked them to and targeted me with VIP offers again to get me back to the site which never should have happened if they were committed to resonsible gambling. 

Hi Dman2020,

Thank you for providing the details. I understand your concerns, and I’m sorry to hear about the situation you’ve encountered.

However, without any supporting evidence to confirm that you requested a permanent self-exclusion due to gambling problems, we unfortunately don’t have solid grounds to negotiate or take further action. I strongly advise that, moving forward, you save any communication or documentation related to such requests, as it will be crucial in resolving these kinds of situations.

• Could you also confirm whether your account was blocked after you sent the email on 3rd February 2025, where you mentioned your gambling problem?
• Additionally, could you provide the exact date when your account was closed?

Looking forward to your reply.

Dear Dman2020,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.