The player from Ireland attempted to self-exclude from Cashed casino multiple times without success and did not receive any responses to his attempts to contact support. He felt that the casino was operating illegally for failing to process his self-exclusion requests. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to their inquiries and reminders, resulting in the closure of the complaint. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
Cashed Casino - Player’s self-exclusion request is ignored.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Cashed Casino
Safety Index:HighCase summary
Discussion
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5 months ago
I did try to self exclude from Cashed casino numerous times with no conclusion. I understand that I may be a gambling addict but if I request a certain casino to self exclude me I expect it to do so. I have proof that I had tried to close that account with no success. At this time I feel that Cashed casino it’s operating under illegal facts. I did try numerous times to close my account with no response. I have tried to contact them but no answer. I would like to open a dispute against them.
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5 months ago
Dear player,
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 gambling problem).
Could you please specify the reason for closing your account?
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Dominika
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5 months ago
Dear player,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Dominika
Casino.Guru
