Cashed Casino - Ο λογαριασμός του παίκτη άνοιξε ξανά χωρίς τη συγκατάθεσή του.

Dear Casino Guru Team,

I would like to file a formal complaint against Cashed Casino for a serious breach of responsible gaming policies.

The previous year, I had requested permanent self-exclusion from my account due to serious gambling problems. My request was clear, unequivocal, and motivated by the need to protect myself from compulsive behavior that was causing very serious consequences.

Despite this, my account was later reopened without my consent and without my requesting reactivation, allowing me to re-access the platform and make further deposits of very large amounts.

This is the crux of the matter.

Had the casino properly enforced my permanent self-exclusion, I would never have been able to access my account, make new deposits, or lose any further sums of money. All losses incurred after my account was reopened are therefore a direct consequence of the casino's failure to implement the protective measures it was required to ensure.

The casino attempted to deny my request by citing a clause in their Terms and Conditions stating that it is not possible to obtain refunds for deposits already used for gambling. However, I believe this argument is completely irrelevant to the main issue.

The issue is not that the deposits were used, but that I should never have been able to make them, as my account should have been permanently closed following my self-exclusion request.

Reopening my account without my consent constitutes, in my opinion, a serious violation of the principles of responsible gaming and the obligations to protect a vulnerable player who had expressly requested to be permanently banned.

For this reason, I ask Casino Guru to carefully examine the case and assess the casino's liability.

I count on your support to determine the casino's liability and find a fair solution, including the refund of the amounts deposited after the illegitimate reopening of the account.

I remain available to forward all documentation and any further information useful for the investigation of the case.

Best regards,

Gentile Team di Casino Guru,

desidero presentare un reclamo formale nei confronti di Cashed Casino per una grave violazione delle norme sul gioco responsabile.

L'anno precedente avevo richiesto l'autoesclusione permanente del mio account a causa di gravi problemi di gioco d'azzardo. La mia richiesta era chiara, inequivocabile e motivata dalla necessità di proteggermi da un comportamento compulsivo che stava causando conseguenze molto serie.

Nonostante ciò, il mio account è stato successivamente riaperto senza il mio consenso e senza alcuna mia richiesta di riattivazione, consentendomi di accedere nuovamente alla piattaforma e di effettuare ulteriori depositi per importi molto elevati.

Questo rappresenta il punto centrale della vicenda.

Se il casinò avesse rispettato correttamente la mia autoesclusione permanente, non avrei mai avuto la possibilità di accedere al conto, effettuare nuovi depositi o perdere ulteriori somme di denaro. Tutte le perdite subite dopo la riapertura dell'account sono quindi la diretta conseguenza della mancata applicazione delle misure di tutela che il casinò aveva l'obbligo di garantire.

Il casinò ha cercato di respingere la mia richiesta richiamando una clausola dei propri Termini e Condizioni secondo cui non è possibile ottenere il rimborso di depositi già utilizzati per il gioco. Ritengo tuttavia che tale argomentazione sia completamente irrilevante rispetto al problema principale.

La questione non riguarda il fatto che i depositi siano stati utilizzati, bensì il fatto che non avrei mai dovuto avere la possibilità di effettuarli, poiché il mio account avrebbe dovuto rimanere definitivamente chiuso in seguito alla mia richiesta di autoesclusione.

La riapertura dell'account senza il mio consenso costituisce, a mio avviso, una grave violazione dei principi di gioco responsabile e degli obblighi di tutela verso un giocatore vulnerabile che aveva espressamente richiesto di essere escluso in modo permanente.

Per questo motivo chiedo a Casino Guru di esaminare attentamente il caso e di valutare la responsabilità del casinò.

Confido nel vostro supporto affinché venga accertata la responsabilità del casinò e venga individuata una soluzione equa, compreso il rimborso delle somme depositate dopo la riapertura illegittima dell'account.

Resto a disposizione per trasmettere tutta la documentazione e qualsiasi ulteriore informazione utile all'istruttoria del caso.

Cordiali saluti,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at [email protected]
• Could you please explain what the disputed amount of 300€ represents in your situation?
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Cashed Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Thank you for your response and for taking the time to review my complaint.

Below I provide the answers to your questions:

Is my account currently accessible?

No, my account is currently closed.

Can you share the communication in which you informed the casino of your gambling problems?

Yes. I just emailed you all the documentation I have, including emails and screenshots of conversations with customer service, which clearly show that I notified the casino that I had a serious gambling problem and requested permanent self-exclusion. The documentation also includes the relevant dates and times, where available.

What does the disputed sum of €300 represent in your case?

The €300 amount represents deposits I made after my account was reopened without my consent and without my request. If the casino had honored my previous request for permanent self-exclusion due to gambling addiction, I would never have been allowed back into the account, and those deposits would never have been made. Therefore, I believe the casino should refund this amount.

When was the last time the casino allowed you to make a deposit?

The last deposit was made shortly before I requested to close the account again, after realizing it had been reopened.

La ringrazio per la sua risposta e per il tempo che sta dedicando all'analisi del mio reclamo.

Di seguito le fornisco le risposte alle sue domande:

Il mio account è attualmente accessibile?

No, il mio account è attualmente chiuso.

Può condividere la comunicazione nella quale ha informato il casinò dei suoi problemi di gioco?

Sì. Le ho appena inviato via email tutta la documentazione in mio possesso, comprese le email e gli screenshot delle conversazioni con il servizio clienti, dai quali risulta chiaramente che avevo comunicato al casinò di avere un grave problema di gioco d'azzardo e avevo richiesto l'autoesclusione permanente. La documentazione contiene anche le relative date e gli orari, ove disponibili.

Cosa rappresenta, nel suo caso, la somma contestata di 300 €?

L'importo di 300 € rappresenta i depositi che ho effettuato dopo che il mio account è stato riaperto senza il mio consenso e senza alcuna mia richiesta. Se il casinò avesse rispettato la mia precedente richiesta di autoesclusione permanente per dipendenza dal gioco, non mi sarebbe mai stato consentito di accedere nuovamente al conto e tali depositi non sarebbero mai stati effettuati. Per questo motivo ritengo che il casinò debba rimborsare tale importo.

Quando è stata l'ultima volta che il casinò le ha consentito di effettuare un deposito?

L'ultimo deposito è stato effettuato poco prima che richiedessi nuovamente la chiusura dell'account, dopo essermi accorto che era stato riaperto.

Thanks for your reply.

I apologize; however, no email from your registered email address reached me.

Kindly send the information to support your complaint again from the same or a different email address to [email protected]

I apologize for the inconvenience.

HI TOMAS, I SENT YOU THE DOCUMENTATION BY MAIL, LET ME KNOW IF YOU RECEIVED IT

CIAO TOMAS TI HO INOLTRATO LA DOCUMENTAZIONE VIA POSTA, FAMMI SAPERE SE TI è PERVENUTA

Hi Tomas, can you let me know if you received the email? They're probably bounced back, so I don't know if I can forward them to you using another email address.

ciao tomas mi fai sapere se ti sono arrivate l'email? perche mi tornano indietro probabilmente quindi non capisco se posso inoltrartele con un altra mia email personale

Novelty ,?

Novità ,?

Thanks for your patience.

I went over the information you sent via email.

Have you saved any communication from the time your account in the casino was closed previously, such as your self-exclusion request or confirmation you received after your account was closed?

Please let me know.

Good morning,

Unfortunately, I no longer have the documentation relating to the period in which my account was closed, nor the self-exclusion request nor any confirmation I received at the time.

However, I already excluded myself from the casino last year. If it were necessary to verify this, the casino should have all the documentation and can provide it to you directly, as these communications and related records are stored in their systems.

I remain available for any further clarification.

Buongiorno,

purtroppo non sono più in possesso della documentazione relativa al periodo in cui il mio conto era stato chiuso, né della richiesta di autoesclusione né dell’eventuale conferma ricevuta all’epoca.

Tuttavia, mi sono autoescluso dal casinò già lo scorso anno. Se fosse necessario verificare tale circostanza, il casinò dovrebbe essere in possesso di tutta la documentazione e potrà fornirvela direttamente, in quanto tali comunicazioni e i relativi registri sono conservati nei loro sistemi.

Resto a disposizione per qualsiasi ulteriore chiarimento.

Good morning,

Unfortunately, I no longer have the documentation relating to the period in which my account was closed, nor the self-exclusion request nor any confirmation I received at the time.

However, I already excluded myself from the casino last year. If it were necessary to verify this, the casino should have all the documentation and can provide it to you directly, as these communications and related records are stored in their systems.

I remain available for any further clarification.

Buongiorno,

purtroppo non sono più in possesso della documentazione relativa al periodo in cui il mio conto era stato chiuso, né della richiesta di autoesclusione né dell’eventuale conferma ricevuta all’epoca.

Tuttavia, mi sono autoescluso dal casinò già lo scorso anno. Se fosse necessario verificare tale circostanza, il casinò dovrebbe essere in possesso di tutta la documentazione e potrà fornirvela direttamente, in quanto tali comunicazioni e i relativi registri sono conservati nei loro sistemi.

Resto a disposizione per qualsiasi ulteriore chiarimento.

Thanks for your reply.

We unfortunately require evidence that you informed the casino of your gambling issues to demand money that was lost on gameplay. Please note that in normal circumstances, the player is responsible for their gameplay in the casino and the casino isn't obligated to provide us with any similar evidence itself. I hope you won't face similar situations in the future. I can only recommend that you keep similar evidence long-term in case you face similar issues. Since you confirmed your account is already closed, there is nothing further we can accomplish.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.