Cashed Casino - Player’s account has not been closed as requested.

Guten Tag,

ich bin spielsüchtig und habe bei diesem Casino einen selbstausschluss beantragt aufgrund meiner Spielsucht.

laut den AGB‘s soll ein Konto innerhalb von 24 Stunden geschlossen werden, siehe Anhang. Ich habe die email an [email protected] am 12.06.25 um 0:09Uhr geschrieben ( siehe Nachweis)

leider ist mein Konto immer noch nicht geschlossen, stattdessen habe ich 50% Einzahlungsbonus bekommen und weitere Lockangebote. Ich wurde schwach und konnt am 13.06.25 um 23:24Uhr und am 14.06.25 um 0:03uhr jeweils 200€ , insgesamt 400€ einzahlen die ich dann auch komplett verloren habe.

Ich bitte das Casino, mein Konto zu sperren und mir die 400€ zurückzuzahlen, da mein Konto nicht innerhalb von 24 Stunden, wie versprochen, geschlossen wurde.

mit freundlichen Grüßen

[redacted by Casino Guru]

Dear Raabi2711, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

• Would you be so kind as to forward me the emails with self-exclusion requests (not as screenshots) that you sent to the casino? My email address is [email protected]. 
• Please specify if your account was verified before you requested self-exclusion.

If your account is still open, please try to send another self-exclusion request to the casino support ([email protected]) as per the following guidelines: When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Thank you very much in advance. 

Best regards, 

Natalia

Guten Tag,

ich habe die email an Sie weitergeleitet. Eine Verifizierung war nicht erforderlich bis dato.

Stand jetzt kann ich mich immer noch ganz normal einloggen.

mit freundlichen Grüßen

[redacted by Casino Guru]

Dear Raabi2711, if your account is still open, please try to send another self-exclusion request to the casino support ([email protected]) following the instructions I shared in my first message. I'd appreciate it if you could cc me too ([email protected]).

Have you tried to contact the casino support via live chat to inform them about your self-exclusion request?

Guten Tag, ich habe die email gesendet und Sie in BCC gesetzt.

ein Kontakt über Live Chat und st nicht möglich, zumindest klappt das nicht über den Button via Handy. Ich habe leider wieder dort Geld eingezahlt, sodass mein Schaden nach meiner email vom 12.06.25 mittlerweile 575€ beträgt.

Ich bitte das Casino den entstandenen Schaden in Höhe von 575€ zurückzuzahlen, da die in den AGB‘s versprochenen 24 Stunden zur Schließung meines Kontos nicht eingehalten worden sind und ich mein Konto heute noch nutzen kann.

mit freundlichen Grüßen

Raabi2711

hier nochmal der Nachweis, dass ich mich immer noch einloggen kann. Sobald ich die LiveChat-Taste drücke kommt die Fehlermeldung „Zendesk is Not available".

Des Weiteren habe ich den Screenshot hochgeladen mit dem mir entstanden Schaden in Höhe von 575€ nach meiner Bekanntgabe meiner Spielsucht am 12.06.25

Thank you very much, Raabi2711, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Raabi2711,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Cashed Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Cashed Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Guten Tag.

inzwischen hat das Casino mein Konto gesperrt. Jetzt geht es nur noch um die Summe ( 575€ ) , die ich 24h nach meinen Selbstauschlussantrag einzahlen konnte und verloren habe. Über eine Einigung wäre ich sehr dankbar…

mit freundlichen Grüßen

Raabi2711

Dear all,

We are sorry for the inconvenience.

However, we were unable to locate any email containing a self-exclusion request sent on 12.06.2025.

Raabi2711 , could you kindly confirm whether you may have used a different email address not linked to your casino account when submitting the request?

Please also note that once we received your self-exclusion request on 20.06.2025, your account was closed within 24 hours, in line with our responsible gaming policy.

We appreciate your cooperation.

Best regards,

Cashed Team

anbei noch einmal der Nachweis der versendeten Mail vom 12.06.25

Dear Raabi2711,

Could you please download your original email to the casino from June 12 and send it to me as an attachment (please do not forward the email) to the following address: [email protected]?

Thank you in advance for your cooperation.

Guten Tag,

ich habe Ihnen einmal die e-Mail als Anhang und einmal als Weiterleitung an Ihre e-Mail Adresse geschickt.

Die e-Mail wurde von meiner angemeldeten e-Mail aus gesendet ans Casino mit der Bitte um Schließung aufgrund von Spielsucht. Diese e-Mail wurde leider nicht beachtet, sodass ich noch ne Menge Geld einzahlen konnte.

Mit freundlichen Grüßen

[edited by Casino Guru]

Dear Raabi2711,

Since you mentioned that your initial message was ignored, could you please confirm whether you received any kind of response from the casino to your second email, prior to the account closure? This could include an automated message, an acknowledgment of receipt, or a reference number.

Thank you for your cooperation.

Guten Tag,

ja auf meine zweite Nachricht wurde schließlich reagiert. Auf meine erste nicht. Beide Nachrichten gingen von der gleichen email-Adresse an die gleiche email-Adresse.

mit freundlichen Grüßen

Dear Raabi2711,

Thank you for your continued cooperation.

Since there is a discrepancy between the casino's statement and your claim regarding the self-exclusion request, I would like to propose proceeding in line with our standard procedure for such cases.

To help us verify the authenticity of your communication, I kindly ask you to provide a screen recording of your email client demonstrating that your self-exclusion request was sent to the casino on June 12.

Please ensure the screen recording includes the following steps:

1. Start at the default/homepage of your email client.
2. Navigate to the Sent folder.
3. Locate the message in question.
4. Open the message, clearly showing:

• The date it was sent
• Both the sender’s and recipient’s email addresses
• The content of the message

You may use any screen recording software on your device. Alternatively, you can use your phone to record your computer screen, as long as the relevant details are clearly visible.

Once recorded, please send the video to my email address at [email protected].

This step is essential for us to verify the authenticity of the email and continue the resolution process effectively.

Thank you.

Guten Tag,

das Video als Nachweis habe ich an Ihre email-Adresse versendet.

mit freundlichen Grüßen

Marcel Raab

Dear Raabi2711,

Thank you for providing the requested recording, which confirms that your self-exclusion request email was sent on June 12.

I'd like to take this opportunity to clarify our position on self-exclusion requests. When a player initiates a self-exclusion via email, it is the casino's responsibility to promptly acknowledge the request and begin the account closure process in line with responsible gambling practices. However, confirmation from the casino is also a critical component of this process. If no confirmation or relevant response is received, it is incumbent upon the player to follow up and ensure their request has been properly received and acknowledged.

In your case, while the initial request was sent, it appears the casino did not confirm receipt. This could have been due to an internal oversight or a technical issue that prevented the message from being received by the appropriate department. Most casinos typically issue an automatic acknowledgment for any support email received - an absence of such a confirmation often indicates that no actionable message was detected.

Had you followed up with additional emails or sought confirmation of your initial request, the situation may have unfolded differently. Unfortunately, instead, deposits resumed the following day, June 13, without any confirmation that the self-exclusion had been acknowledged or enforced.

This brings us to a second important consideration. Self-exclusion requests are generally handled manually by dedicated departments, and this process can take some time. We therefore allow casinos a reasonable processing period (typically a few business days) to handle these requests appropriately.

Even if we consider June 12 as the date of submission (despite the lack of acknowledgment), the deposits made between June 13 and June 16 fall within this acceptable processing timeframe. As such, they are not eligible for a refund under our current policy.

Your second email, sent a week later, did successfully reach the casino, and your account was closed the following day in response.

Given all these circumstances, I regret to inform you that we must consider your complaint unjustified. The lack of confirmation and follow-up on your part, combined with the deposits made during the standard processing period, prevent us from taking further action in this case.

I understand this is not the outcome you were hoping for, and I truly regret that we couldn’t provide a more favorable resolution. Should you experience any issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center - we are always here to help.

Best Regards,

Kubo