Cashwin Casino - A conta do jogador permanece aberta apesar do pedido de encerramento.

I have addiction problems, I used my wife's account to register, access and play. She asked for the accounts to be closed. This morning I spent everything I had on Cashwin, this account should also be closed because she asked for it, I am claiming what I invested since they have not carried out her request. I ask for your help.

Tengo problemas de adicción, a través de la cuenta de mi mujer me registraba, accedía y jugaba. Ella solicitaba el cierre de las cuentas. Esta mañana en cashwin me he gastado todo lo que tenía, esta cuenta también debería estar cerrada porque ella lo solicitó, reclamo lo invertido puesto que no han llevado a cabo su petición. Ruego vuestra ayuda.

Dear Fuenvi,

Thank you very much for submitting your complaint. I’m sorry to hear about your situation, and I understand how frustrating this must be for you.

However, it is still unclear who is writing the complaint. We received two different messages—one stating that the wife requested the account closure due to her husband's gambling problem, and another stating that the husband used his wife’s account to play.

Additionally, if the husband was the one gambling on the wife's account, how was the casino supposed to recognize that he was the one logging in and playing? If the account was under her name and credentials, the casino would have no way of knowing that a different person was using it unless there were clear signs of unauthorized access.

If you would like us to continue with this case, please clarify who is submitting the complaint and explain how the casino should have recognized the situation. Your cooperation is crucial for us to properly assess the issue and determine how we can assist.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

My wife requested the closure since I am excluded from everything, but I created an account in her name. If the account had been closed as she requested, this would not have happened. I am asking for the money for non-compliance.

Mi esposa solicitó el cierre puesto que yo estoy excluído d todo, pero creé una cuenta a su nombre. Si la cuenta hubiese estado cerrada como ella lo pidió no hubiese pasado esto. Pido el dinero por incumplimiento.

Dear Fuenvi,

I understand your frustration, but there are some important points to clarify.

Since you played on your wife's casino account, the casino had no way of knowing that you have a gambling problem. The account is registered under her name, and from their perspective, it was her playing—not you. The casino can only act based on the information they have, and if the request for closure was not linked to a self-exclusion due to gambling addiction, they would not necessarily treat it as such.

Additionally, you are using your wife's Casino.Guru account to communicate with us, which makes it very difficult to determine who we are actually speaking with. We take privacy seriously and cannot discuss personal details on someone else's account.

To properly self-exclude and ensure that gambling restrictions are enforced, you should:

1. Submit a self-exclusion request directly from an account registered in your name. Casinos cannot act on self-exclusion requests for accounts that do not belong to you.
2. Ensure the request explicitly mentions that it is due to gambling addiction. Without this, the casino may not treat it as a responsible gambling request.
3. Do not use other people's accounts to gamble. Self-exclusion will not work if you continue to access gambling platforms through someone else’s credentials.
4. Your wife should change the password to prevent further access if she does not want you using her account.

If you would like to proceed with your complaint, please contact us from your own Casino.Guru account and provide details of your own casino account and self-exclusion request.

If the account had been closed, this would not have happened. She requested it and you have not complied. I access guru with her account. I claim my money for non-compliance.

Sí la cuenta hubiese estado cerrada n hubiese pasado esto, ella lo solicitó y no habéis cumplido. Accedo a guru con su cuenta. Reclamo mi dinero por incumplimiento

Dear Fuenvi,

I understand your frustration, but there are some important points to clarify.

Since you played on your wife’s casino account, the casino had no way of knowing that you have a gambling problem. The account is registered under her name, and from their perspective, it was her playing—not you. The casino can only act based on the information they have, and if the request for closure wasn’t linked to a self-exclusion due to gambling addiction, they wouldn’t necessarily treat it as such.

Additionally, you are using your wife’s Casino.Guru account to communicate with us, which makes it difficult to determine who we are actually speaking with. We take privacy seriously and cannot discuss personal details on someone else’s account.

To properly self-exclude and ensure that gambling restrictions are enforced, you should:

• Submit a self-exclusion request directly from an account registered in your name. Casinos cannot act on self-exclusion requests for accounts that do not belong to you.
• Ensure the request explicitly mentions that it is due to gambling addiction. Without this, the casino may not treat it as a responsible gambling request.
• Do not use other people’s accounts to gamble. Self-exclusion will not work if you continue to access gambling platforms through someone else’s credentials.
• Your wife must change her password immediately if she does not want you using her account. This is crucial to prevent any further access to her account and ensure she can protect her personal information.

For future reference, please use your own account to play in casinos, access any websites, and if you have a gambling problem, your wife should not share her password for gambling sites with you.

As you are currently using your wife’s Casino.Guru account, we will now close this complaint. I’m sorry for any confusion this has caused, but we cannot discuss third-party matters in complaints submitted from specific accounts.

Thank you for understanding.

Best regards,

Petronela

Casino.Guru