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I first urgently requested that cashed block my account last year. I just saw in my emails that I've tried several times since losing quite a bit there. Because to this day, I've never had my account verified, let alone received a response. I'm attaching the emails where this is evident. I tried to find the transactions in my account, which is still open today, but it didn't work.

Is it possible to reclaim the losses after so many requests to delete the account?

Thank you very much, best regards, Sarah

Ich habe bei cashed bereits erstmals letztes Jahr dringend gebeten mein Konto zu sperren. Ich habe gerade in meinen Mails gesehen dass ich es öfter versucht habe, nachdem ich ziemlich viel verloren habe dort. Weil ich auch bis heute mein Konto nie verifiziert bekommen habe, geschweige eine Antwort erhalten. Ich füge die mails bei, wo das ersichtlich ist. Ich habe versucht in meinem noch Heute geöffneten Konto die Transaktionen zu finden doch das klappt nicht.

ist es möglich die Verluste zurückzufordern nach so vielen bitten das Konto zu löschen?

vielen Dank, liebe Grüße, Sarah

Dear Alpha33,

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 I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

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."

Please send another email to support@cashed.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I can access it normally; I deposited 20 today. I think I've already tried to block the account via live chat, but they refer me to the email address. And after several attempts to contact them, I never reached anyone there, despite confirming receipt of the email.

Ich kann normal zugreifen, habe heute 20 eingezahlt. Ich habe glaube ich schon versucht auch im Live Chat das Konto zu sperren doch die verweisen einen auf die Mail Adresse. Und dort habe ich nach etlichen Versuchen zu kontaktieren nie jemanden erreicht trotz Bestätigung des Erhalts der Mail

I always clearly wrote self-exclusion or Close Account in the subject line, just because of that

Ich habe immer im Betreff deutlich selfexclusion geschrieben oder Close Account, eben deswegen

I also sent them the email where I wrote to cashed just

Habe ihnen die Mail auch geschickt wo ich an cashed geschrieben habe gerade

Cashed closed my account today. I've done some research, and according to the information I've found, it's justified to request a refund of my losses, since I've clearly requested a ban due to gambling addiction in every email since October 24. And I've lost quite a bit of money with them since then. Can you advise me on this?

Cashed hat heute mein Konto geschlossen. Nun habe ich recherchiert, und laut den Infos die ich finden konnte ist es begründet die Verluste zurück zu fordern da ich bei jeder Mail seit Oktober 24 eindeutig um Sperre wegen spielsucht gebeten habe. Und seit dem einiges an Geld verloren habe bei ihnen. Können Sie mich diesbezüglich beraten?

Thanks for the update.

I am glad to hear the casino closed your account.

Thank you very much, Alpha33, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.

Thank you for your support

Vielen Dank für Ihre Unterstützung

Hello Alpha33, 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 you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

I've already tried to match the transactions in my online banking, but I can't identify cashed, except for one transfer I saved as a PDF. Because the recipient doesn't have a name, just Paysafe Payment Solutions—which is the name of several casinos I've transferred to, presumably because it's a platform. However, I'm attaching at least one transfer where I know for sure it was made to cashed. And if you can tell me how I can identify cashed on the receipt, I can filter it in online banking.

Ich habe bereits versucht die Transaktionen in meinem online Banking zuzuordnen, jedoch kann ich cashed nicht identifizieren, bis auf eine Überweisung die ich als pdf gespeichert habe. Weil der Empfänger keinen Namen sondern nur Paysafe payment solutions heißt- und so heißen diverse Casinos an die ich überwiesen habe da es sich vermutlich um eine Plattform handelt. Ich füge jedoch zumindest einmal die Überweisung an wo ich sicher weiß dass es an cashed war. Und falls sie mir sagen können woran ich am Beleg cashed erkennen kann dann kann ich im online Banking diese filtern.

The first image is just to show that many different casinos have the same name. I tried filtering by account number, but it didn't work. The second image is cashed.

However, the transactions should be saved somewhere in my casino account or directly with the casino. Unfortunately, I no longer have access to the account.

Das erste Bild soll nur zeigen dass viele verschiedene Casinos die selbe Bezeichnung haben. Ich habe versucht anhand der Kontonummer zu filtern, das funktioniert nicht. Das zweite Bild ist cashed.

die Transaktionen müssten jedoch in meinem casinokonto irgendwo gespeichert sein oder beim Casino direkt. Leider habe ich keinen Zugang mehr zum Konto.

Dear All,

Thank you for bringing this matter to our attention.

We have already started looking into the issue, and we will notify you as soon as we have any updates or additional information to share.

Kind Regards,

Cashed.com

Dear Cashed.com, thank you for looking into this for us. Please, let us know of your findings as soon as the investigation is complete. In case you need to share sensitive information or internal files, you can send them to me directly via e-mail at matej.l@casino.guru.

Dear All,

We sincerely apologize for any inconvenience caused.

We have reached out to the player via email with a settlement proposal, and we kindly ask for a reply so that we can proceed accordingly.

Best Regards,

Cashed team

Dear Cashed team, I have sent you my details in a reply email. Thank you for your offer.

Kind regards, Sarah Ennemoser

Liebes Team von Cashed, ich habe Ihnen meine Daten zukommen lassen als Antwortmail. Ich bedanke mich für ihr Angebot.

mit freundlichen Grüßen, Sarah Ennemoser

Dear Cashed team, can you please confirm the account has been now closed with a note about player's gambling addiction, with a note about never to be reopened? Can you also confirm that any and all marketing communication will cease going forward?

Dear Alpha33, as I have not been CCed into the conversation with the casino, can you please confirm the agreed refund amount, so I can adjust our internal notes accordingly? If needed, I can make the post private, or you can send me an e-mail with the information at matej.l@casino.guru. Thank you.

Thank you very much for your excellent support in this case. I have sent you the email.

Vielen Dank für die gute Unterstützung in diesem Fall. Ich habe ihnen die Mail geschickt.

Thank you for the message! Please, let me know once you receive the money, so we can close this complaint as resolved. :)

And to ensure my question does not get lost in the future chat: dear Cashed team, can you please confirm the account has been now closed with a note about player's gambling addiction, with a note about never to be reopened? Can you also confirm that any and all marketing communication will cease going forward?

Dear All,

We can confirm that the account has been permanently closed and marked with a note regarding the player’s gambling addiction.

The account will remain closed and cannot be reopened under any circumstances.

We also confirm that all marketing communications have been fully disabled, and no further messages will be sent.

Kind regards,

Cashed Team

This is great to hear, Cashed Team, thank you very much for the confirmation. :)

Dear Alpha33, please let me know as soon as you receive the refund, so we can close this complaint as resolved.

The money has been credited to my account. Thank you very much for your help, and thanks to cashed for their quick solution.

geld ist am Konto eingegangen, vielen herzlichen Dank für Ihre Hilfe, und danke an cashed für ihre schnelle Lösung.

Dear Alpha33,

I am very happy to hear that your issue has been resolved, and would like to thank Cashed Casino Team for looking into this matter. We'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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru