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I have tried several times to close my account via email and live chat support.

The live chat has refused to close my account, even though I have pointed out multiple times that I am starting a family and have a family carer.

Also, I still get tons of promotional emails even though I've unsubscribed from all newsletters.

Ich habe mehrfach versucht über den Support per E-Mail und im Live-Chat mein Konto zu schließen.

Der Live-Chat hat sich geweigert mein Konto zu schließen, obwohl ich mehrfach darauf hingewiesen habe, dass ich eine Familie gegründet und eine Pflegefall in der Familie habe.

Außerdem bekomme ich immer noch haufenweise Werbeemails, obwohl ich mich von allen Newslettern abgemeldet habe.

Hello schorle19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

 Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

there are several reasons why i want to close my account.

I became a father and I no longer have the time and money to play in the casino. On the other hand

I have a nursing case in the family, which also takes up a lot of time.

In addition, I have actually never played at Cashalot, as the casino makes a very dubious impression. I'm constantly bombarded with emails, even though I've unsubscribed from all newsletters multiple times. I keep getting unsolicited offers that I should definitely keep playing even though I don't want to.

There is no response to my emails when I write to support etc.

Live chat took the cake today. He refused to close my account and didn't accept my reasons for closing it. In fact, I was forced to accept bonus offers even though I don't want to play.

I've really had enough now! This approach is absolutely dishonest! The casino should now please finally accept that I want to close my account and don't want an account on standby!

Best regards,

spritzer19

Hallo Nick,

es gibt mehrere Gründe, warum ich mein Konto schließen möchte.

Ich bin Vater geworden und habe keine Zeit und Geld mehr, um im Casino zu spielen. Zum anderen

habe ich einen Pflegefall in der Familie, der auch viel Zeit in Anspruch nimmt.

Daneben habe ich eigentlich nie bei Cashalot gespielt, da das Casino einen sehr unseriösen Eindruck macht. Ich werde ständig mit E-Mails bombardiert, obwohl ich mich mehrfach von allen Newslettern abgemeldet habe. Ich bekomme ständig unaufgefordert Angebote, dass ich auf jeden Fall weiterspielen soll, obwohl ich nicht möchte.

Es wird nicht auf meine E-Mails reagiert, wenn ich dem Support schreibe etc.

Den Vogel hat heute der Live-Chat abgeschossen. Er weigerte sich mein Konto zu schließen und hat meine Gründe für eine Schließung werden nicht akzeptiert. Vielmehr wurde ich gezwungen Bonus-Angebote anzunehmen, obwohl ich nicht spielen möchte.

Mir reicht es jetzt wirklich! Dieses Vorgehen ist absolut unseriös! Das Casino soll jetzt bitte endlich akzeptieren, dass ich mein Konto schließen möchte und auch kein Konto ins Standby wünsche!

Viele Grüße,

schorle19

Hello schorle19,

Please note that you have to request a self-exclusion in order to permanently close your account.

If you would just close it, you would have the chance to reopen it anytime.

Try to mail the casino with a self-exclusion request and mention gambling issues/addiction in order to make it as fast as possible.

Let us know the outcome by the end of the week.

Hi Nick,

Cashalot has finally closed my account, but unfortunately I'm still getting a lot of promotional emails, although I've indicated several times that I no longer want emails. I would be happy if I wasn't spammed anymore.

Thanks a lot for your help.

Best regards.

Hi Nick,

Cashalot hat endlich mein Konto geschlossen, leider bekomme ich aber immer noch eine Menge Promotion-Emails, obwohl ich mehrmals darauf hingewiesen habe, dass ich keine E-Mails mehr wünsche. Ich würde mich freuen, wenn ich nicht mehr zugespammed werde.

Vielen Dank für Deine Hilfe.

Viele Grüße.

Hello schorle19

I'm glad to hear that the account is now closed. Can you please advise if you did send them a request to stop the promotional e-mails and if yes, when exactly and did they respond to it?

Hello Nick,

I have asked Cashalot in the live chat and several times in writing not to send me any further emails.

I also tried to unsubscribe using the unsubscribe link.

I still got about 10 emails this week.

This spamming needs to stop now.

Best regards,

spritzer19

Hallo Nick,

ich habe im Live-Chat und mehrfach schriftlich Cashalot aufgefordert mir keine weiteren E-Mails zu senden.

Außerdem habe ich versucht mich über den Abmeldelink abzumelden.

Ich habe trotzdem diese Woche ca. 10 E-Mails erhalten.

Dieses Spamming muß jetzt sofort aufhören.

Viele Grüße,

schorle19

Hello schorle19,

It seems like both promotional e-mails came from the same address. Can you please try to block directly the e-mail address? If this step won't help we will try to get in touch with the casino.

Hello Nick,

I have tried several times to manually block the email. Unfortunately, I still get emails from Cashalot.

Please speak to the casino directly. Thanks.

Best regards,

spritzer19

Hallo Nick,

ich habe schon mehrfach versucht die E-Mail manuell zu sperren. Leide bekomme ich trotzdem noch E-Mails von Cashalot.

Bitte spreche direkt mit dem Casino. Danke.

Viele Grüße,

schorle19

I would like to ask Cashalot Casino to join us and help us resolve the player's issue.

Hello, schorle19

Your email address is excluded from the general newsletter database as well as other promotions.

Some email campaigns have been planned in advance, so please be patient if you receive the newsletter again.

Thank you for your consideration.

Compliance Officer

Max

Hello schorle19,

Is the casino's explanation satisfactory for you? Do you require any other assistance from us?

Hello Nick,

no, everything fits.

Thanks for your support.

Hallo Nick,

nein, es passt alles.

Vielen Dank für Eure Unterstützung.

Thank you schorle19 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick