Cashed Casino - A conta do jogador foi reaberta indevidamente.

Dear all,

I am filing a serious complaint against the Cashed7.com platform due to the company's violation of responsible gaming guidelines and negligence, which resulted in significant financial losses and deep emotional damage.

On January 8, 2025, I requested self-exclusion of my account due to serious problems with gambling addiction. The support team confirmed this request. However, in an irresponsible and illegal manner, the account was reopened without my consent, and I was even encouraged to gamble again through bonuses, which made my situation even worse.

Specifically, on January 28, I received an offer of 10 Mega Spins accompanied by a message saying that I was a "VIP", encouraging me to continue playing. On January 29, I was credited with a €50 bonus, which prompted me to resume betting and deposit even more money on the platform.

Direct Consequences of Negligence:

1. after reopening my account, I lost over €600 due to the improper bonus incentive.

2. before that, I had already lost more than €5,000 due to my addiction, an addiction that the platform ignored when reopening my account.

3) I suffered severe emotional and physical impacts, reaching a point of extreme financial need, which led me to send a message on February 8th asking for help with food and rent.

4) My academic performance was severely affected, with loss of motivation to study, weight loss and neglect of my health.

Reopening my account and encouraging me to play again is in direct violation of player protection standards, as required by international regulatory bodies.

I therefore demand

1. an immediate refund of at least €600, which was lost after the improper reopening of my account.

2. financial compensation for the emotional and material damage caused, considering the financial and emotional distress this has caused.

3. a formal statement from the company about the self-exclusion violation and the measures that will be taken to ensure that this does not happen to other vulnerable players.

I enclose the evidence

Best regards

Prezados,

Estou formalizando uma reclamação grave contra a plataforma Cashed7.com, devido à violação das diretrizes de jogo responsável e negligência por parte da empresa, o que resultou em perdas financeiras significativas e danos emocionais profundos.

No dia 8 de janeiro de 2025, solicitei a autoexclusão da minha conta devido a sérios problemas com o vício em jogos. A equipe de atendimento confirmou essa solicitação. No entanto, de maneira irresponsável e ilegal, a conta foi reaberta sem o meu consentimento, e ainda fui incentivada a voltar a apostar por meio de bônus, o que agravou ainda mais minha situação.

Especificamente, no dia 28 de janeiro, recebi uma oferta de 10 Mega Giros acompanhada de uma mensagem dizendo que eu era um "VIP", incentivando-me a continuar jogando. No dia 29 de janeiro, foi creditado um bônus de 50€, o que me levou a retomar as apostas e depositar ainda mais dinheiro na plataforma.

Consequências Diretas da Negligência:

1. Após a reabertura da minha conta, perdi mais de 600€ devido ao incentivo indevido de bônus.

2. Antes disso, já havia perdido mais de 5.000€ devido ao meu vício, um vício que a plataforma ignorou ao reabrir minha conta.

3. Sofri impactos emocionais e físicos graves, chegando a um ponto de extrema necessidade financeira, o que me levou a enviar uma mensagem no dia 8 de fevereiro pedindo ajuda para alimentação e aluguel.

4. Meu desempenho acadêmico foi severamente afetado, com perda de motivação para estudar, perda de peso e negligência com minha saúde.

A reabertura da minha conta e o incentivo para que eu voltasse a jogar violam diretamente as normas de proteção ao jogador, como exigido por órgãos reguladores internacionais.

Diante disso, exijo:

1. O reembolso imediato de pelo menos 600€, valor perdido após a reabertura indevida da minha conta.

2. Uma compensação financeira pelos danos emocionais e materiais causados, considerando o desespero financeiro e emocional que isso gerou.

3. Um posicionamento formal da empresa sobre a violação da autoexclusão e as medidas que serão adotadas para garantir que isso não aconteça com outros jogadores vulneráveis.

Em anexo envio as provas

Cumprimentos

Dear sandrajessy153,

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 problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards,

Dominika

Good afternoon Dear Dominika

I have already emailed you the proof I have of the irregularity committed by the house.

Thank you

I await your reply

Best regards

Boa tarde Caríssima Dominika

Já lhe enviei por email os comprovativos que eu tenho sobre a irregularidade cometida pela casa.

Obrigada

Aguardo uma resposta

Saudações

Good morning Mrs. Dominika

I haven't received any updates from you

I would like to know if you received my email with the proofs?

Bom dia Sra. Dominika

Já não recebi nenhuma atualização da sua parte

Gostava de saber se recebeu o meu email com as provas?

Dear sandrajessy153, has your casino account been closed?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Good morning and thank you for your reply, but with all the proof I've provided, was it not possible to resolve the problem? Were the emails not clear? And then why did they send emails from websites asking for help? I actually expect to be rewarded for this and I really thought they were committed to responsible gaming

Bom dia e obrigada pela resposta, mas com todas as provas que eu dei não foi possível resolver o problema? Os emails não foram claros? E então porquê eles mandaram email de sites para pedidos de ajuda? Eu na verdade espero ser recompensada por isso e achei de verdade que estavam comprometidos com jogos responsáveis

Dear sandrajessy153, I truly understand how difficult this situation must be for you.

However, in order for us to proceed with your refund request, we need your self-exclusion request, in which you explicitly mention your gambling problem as the reason for the exclusion. Unfortunately, based on the emails and screenshots you've sent so far, this specific detail is missing, and it is essential for us to continue with the case.

If your account is still not closed, please send the self-exclusion request exactly as I advised above. Once you’ve done that, kindly forward the email to me at dominika.l@casino.guru.

Thank you for your understanding, and I remain available to assist you further.

Good morning Dominika

Thank you

As agreed, I've already sent you a clearer email about self-exclusion and forwarded it to your email address.

Now what's the next step?

I'm really waiting for compensation for the data that was caused to me

I'm currently on the verge of dropping out of university and I don't even have anything to eat.

I am in debt partly because the casino previously did not respect my situation, they emailed support and help but then reopened the account with an offer, all of which I believe is enough to proceed with the refund. I will be waiting for your reply my dear Dominika.

Best regards.

Bom dia Dominika

Obrigada

Como combinado, já enviei um email mais claro sobre á auto exclusão e reencaminhei ele para o seu endereço de email.

Agora qual será o próximo passo?

Eu realmente estou esperando a compensação pelos dados que me foram causados

Eu neste momento estou por um fio para trancar a Universidade e fora que nem tenho oque comer

Estou cheia de dívidas em partes porque o casino anteriormente não respeitou a minha situação, eles mandaram email de apoio e ajuda mas em seguida reabriram a conta com oferta, tudo isso eu acredito ser suficiente para prosseguir com o reembolso. Estarei aguardando a sua resposta minha querida Dominika.

Abraços.

But I also wanted to mention that my account has been closed. Before emailing you, I had emailed Cashed to explain everything and that they didn't respect my self-exclusion and I asked them for a refund and the definitive deletion of the account and an explanation of the error, however they never replied, but closed the account.

Mas queria mencionar também que a minha conta foi encerrada. Eu antes de enviar email a vocês eu havia enviado ao Cashed a explicar tudo e que eles não respeitaram a minha auto exclusão e pedi a eles reembolso e a exclusão definitiva fa conta e uma explicação do erro, entretanto eles nunca responderam, mas fecharam a conta.

Dear sandrajessy153, as I mentioned previously, in order to proceed with a refund request in cases involving self-exclusion, it is absolutely essential that the original self-exclusion request explicitly states that the reason for the exclusion is a gambling problem.

Unfortunately, based on the communication we have received, your original request did not include this specific detail, and therefore, the necessary grounds to escalate the complaint on that basis are not present.

Now that your casino account has already been closed and no further actions can be taken from the casino’s side, there is sadly nothing more we are able to do to assist you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.