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

Hi on the 5 September I was asking Cashed casino for self exclusion after few emails they asked me to confirm.I confirmed with Yes but they didn t blocked me since them because I am a compulsive gambler I lost 390 e .Today I asked again for self exclusion they replied me to confirm and again nothing .I am just wondering if it's any chance to receive the money back .thank u

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Cashed Casino. I have checked the responsible gambling policy of the casino and have found the following information:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat? Have you mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me the account closure requests that you sent to the casino (not as screenshots)? My email address is [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Right now they close my account after so many try To do this before i tried 4-5 days ago no any closure since then I lost again this amount of money

Dear player, thank you for the emails. Could you please specify the exact dates on which you made deposits after your self-exclusion request on 5 September?

So after I lost a few hundred I did the request to them on 5 September after they replied me they will close it I was checking my account seen it's still open I placed 2 bets of20 e and on 8 September yesterday I lost 350 7 bets of 50

Thank u

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([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.

Hello Stefan3M, 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? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Stefan3M,

We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

Cashed Casino Team

Dear Stefan3M,

We have sent an email to you requesting your bank details.

Kindly respond to that email with the necessary information so that we may proceed with the refund process.

Kind Regards,

Cashed Casino Team

Dear Cashed Casino, can you please confirm the account has been now closed permanently, with no option for reopening and all the marketing communication will cease?

Also are you refunding the whole amount since the time the account should have been closed? Thank you.

Thank U for everything u are the best yes I got refunded everything fine now

Thank u again for helping me

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Stefan3M,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej