Cashed Casino - Player’s self-exclusion request is delayed.

Good day,

I am having trouble again with Cashed Casino unresponsiveness. The first time they took 14 days to process my withdrawal and this time I submitted a self exclusion request on February 19th 2025 and today we are March 2nd and it still hasn’t been processed.

Initially I requested the self exclusion on February 19th via [email protected]. On February 21st they asked me to confirm that the winnings will be void if I self exclude and I confirmed same day. Since then, nothing. I followed up on February 27th and they have ignored my email since. I logged into my account today and I am still able to play.

Casino guru why is the trust index so high for this casino. They ignore the players and delay payouts. There is a crazy amount of submitted complaints. They don’t take responsible gambling seriously.

First time a had an issue with them they did the same thing. They responded to my first email and stopped responding to the subsequent emails leaving the issue unresolved. To date, they never got back to me regarding that previous issue either.

Thank you,

Valeria

Dear vgnmsyph6m,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the 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. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances (after the cooling off period, and this cannot be done for players who are addicted/with a gambling problem).

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is [email protected].

Thank you very much in advance.

Best regards,

Veronika

Hi Veronika,

Thank you for your response. I have forwarded the correspondence to you. I have requested a "self exclusion" and specifically mentioned a period of time (forever).

Regardless of the difference, players should not be ignored in this way. This is the second occurrence. They never responded to the first email as well and I have noticed many other people reported the same expression from their support via email.

Regards,

Valeria

Thank you for your email. At Casino.Guru, we assist with account closure requests only when players wish to self-exclude due to gambling addiction.

When submitting a self-exclusion request, it is important to clearly state the reason for wanting your account deactivated and specify the time period. Additionally, make sure the email "Subject" is clearly marked, as casino support receives numerous requests daily. A clear subject will increase the likelihood that your request is processed as soon as possible. I also strongly recommend saving a copy of your self-exclusion request for valid proof of your action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

Email content:

"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 materials for a minimum period of xxx months/years (lifetime).

The reason for my decision is gambling addiction.

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

Please fill out this form and resend the self-exclusion request to the casino email, making sure to add my email address [email protected] to the CC.

Thank you for your cooperation.

I forward you the correspondence. Did you receive it? You can see that I included a title "self exclusion", included a reason and timeline (forever). It clear that my request was understood since they initially responded and asked me to confirm that my winnings will be void if I proceed with the self exclusion. I responded "confirmed" and they never got back to me or my later follow up request since February 19th 2025. I also asked that they confirm that the self exclusion has been processed. This casino takes advantage to the vulnerability of people and they delay payouts as well. I played and many casinos and this has been by far the most unprofessional ´and unethical one. You can close my case if you wish if you consider this normal behaviour.

Thank you very much, vgnmsyph6m, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello vgnmsyph6m, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Cashed Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? Any reason for the initial account closure not being adhered to, as well as not closing the account due to the gambling addiction? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent to me directly at [email protected].

Thank you for your patience and cooperation in advance.

Hi Matej,

Nice to e-meet you. They informed me that they closed my account. Probably because I cc’d Veronika in my follow up and my complaint here.

I hope their score will be adjusted to reflect their unethical treatment of players. This is how I decided to sign up at their casino. I saw a good score on your site and didn’t take the time to read the reviews and number of submitted complaints.

Have a great day and thank you for your help!

Regards,

Valeria

Dear vgnmsyph6m, I am very happy to see the issue resolved! And I would also like to thank the Cashed Casino team for resolving the complaint.

As far as the casino safety index is concerned, that will remain unchanged. As my colleague Veronika explained earlier, there is a difference between asking for an account closure due to the perceived long withdrawal times, and closing the account due to the gambling addiction. You have informed the casino about your gambling addiction on 08/03 which was Saturday, and today you have confirmed the account has been closed. We consider this a very speedy resolution of the issue, and there is no need to penalise the casino.

With this in mind, I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.