Cashed Casino - Jogador solicita resposta urgente à autoexclusão e reembolso.

Hello Casino Guru,

I am submitting this complaint regarding Cashed Casino’s failure to respond to my self-exclusion requests and to implement responsible gambling procedures.

On January 12, 2025, I emailed Cashed Casino requesting to be self-excluded. I received a confirmation of receipt but never received a response, and my account remained active.

After this initial request, I did not play again until March, when I deposited $750. During that time, I made several withdrawal requests which I canceled to keep gambling — a clear red flag of compulsive behavior that should have triggered a responsible gambling intervention.

I then managed to stop for about two months.

On May 15, I relapsed and deposited $400.

The following day, on May 16, I sent an urgent self-exclusion request clearly stating that I suffer from gambling addiction and requested immediate and permanent exclusion.

On May 17, I sent a follow-up, explaining that I had lost another $550 since my latest request and that I was unable to control myself.

I made another follow-up on May 18, no answer.

From those email, I received 2 confirmations of reception but no reply.

As of today, no action has been taken, and the casino has not replied to any of my follow-up emails.

This behavior is deeply irresponsible and in clear violation of standard responsible gambling practices. I am formally requesting a refund of the $550 deposited after my May 16 addiction-based exclusion request, as well as for Cashed Casino to permanently self-exclude my account and stop all promotional contact.

Thank you for your time and help.

Sincerely,

Kellie

Dear kelliel,

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.

• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please advise when the last time the casino allowed you to deposit?
• When was the last time you received a reply from the casino support or live chat?

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

Hello Tomas,

Thank you for your message and for looking into my complaint.

I haven’t contacted the casino via live chat, as most casinos typically direct players to their support email. That’s also what I assumed in this case, especially since my initial selfexclusion request back in January was acknowledged with an automated confirmation, but never properly addressed.

As of now, my account with Cashed Casino still appears to be active, and I believe I could still deposit if I chose to. My last deposit was on May 17, and unfortunately, I have not received any personal reply from their support team at any point—only the automated confirmation of receipt.

Having the account still open is extremely triggering and distressing for me, given my ongoing struggle with gambling addiction. I truly hope we can resolve this and have my account permanently closed, along with a refund for the deposits made after my clear requests for exclusion.

Thank you again for your support.

Best regards,

Kellie

I wanted to provide a quick update. Last night (May 21), I received an email from Cashed asking me to confirm that I want to proceed with permanent self-exclusion and accept that any balance or withdrawals would be voided. I replied just 6 minutes later confirming everything and reiterating the urgency of my request due to my ongoing struggle with gambling addiction.

However, this morning (May 22), I woke up to another nearly identical message, that was sent 13 minutes after my reply las night, from them asking me to confirm again.

That show once again how it's not taken seriously.

Account stil accessible even after comfirming..

Thank you very much, kelliel, 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.

Hello kelliel, 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 the casino can provide us with any and all relevant evidence, that can be shared with me via e-mail at matej.l@casino.guru.  

Thank you for your patience and cooperation in advance.

Dear kelliel,

We truly apologize for the delay in your account closure. We can confirm that your account is now closed.

We can see that you first mentioned your responsible gambling issue on the 19th of May 2025. Can you please provide us with a ticket ID that shows that you mentioned this before the 19th of May? Then we can proceed accordingly.

Thank you for your patience.

Best regards,

Cashed team

Thank you for the confirmation of the account closure, Cashed team. Can you also confirm it has been marked as "closed due to gambling addiction, do not reopen" or something similar, and that any marketing communication via e-mails and phone will cease?

As for the original self-exclusion request sent on 12th January, according to the screenshot from the initial post of the player, the ticket number is 22681306. Please, let us know once you check the system, and tell us what will be the next steps. Thank you.

In the email they send me to confirm the closure they said: Your account has now been closed upon your request. If you would like your account to be reopened, you can contact us again and our team will be more than happy to look into your request.

I dont want to have the option to reopen it.

Also, my second request was not sent on May 19 but May 16.

Dear Matej,

We have sent you an email.

Best regards,

Cashed team

I can confirm reception of the message. I have requested additional information before coming to a conclusion.

Dear kelliel, I will post an update as soon as I hear back from the casino, regarding this case.

Thank you for the update, Matej.

However, I’m a bit confused as to why the communication with the casino is happening privately and not directly on this thread. I believe it's important for transparency that all updates and clarifications be shared here, especially since this is a public complaint process.

Looking forward to your next update.

Thank you again for your help.

Kellie

Dear Matej,

We have sent you another email.

Best regards,

Cashed team

I have requested additional information from the casino. Once I hear back, will post an update in the thread.

Dear kelliel, the reason for the "private" conversation with the casino is quite simple. They are sending me internal files and system screenshots, that I am not allowed to share for security reasons. This is a standard procedure and you don't have to be alarmed. Each time I post an update here to keep you informed.

Right now we are discussing your self-exclusion requests and establishing the date your account should have been closed. After that, I will check if there have been any deposits made within the time the account should have been closed (minus any withdrawals) and establish the actual sum we believe you should be getting back. As soon as I have more information, I will let you know.

Dear Matej,

We have sent you an update.

Best regards,

Cashed team

Seems like the casino is unable to find the message from 16th May. Dear kelliel, can you please confirm the reference number you have received after sending said message? I believe it is the #28944719 number, but I would like to be sure. In the meantime, I have asked the support team to search for the conversation in a wider range of dates, as I believe they looked for it in the wrong day's database.

I have the same number 28944719. If they look in the email we have exchange, they should see it. Every time I emailed them, I replied to my own message to be sure that they were all included.

This is great! Thank you for the confirmation. Dear Cashed team, if you can check for the aforementioned ticket number starting on 16th May, then let us know of your findings, we would be very grateful.

Dear Mataj,

We are currently checking the matter. We will get back to you here and on email when we have an update!

Your patience is much appreciated!

Best regards,

Cashed team

Dear Cashed Casino,

I don’t understand why this is taking so long.

I first requested self-exclusion on January 12, and while I did receive an automated confirmation, no action was taken. If you had properly followed up and processed that request, I would have been spared over $1,700 in losses.

Instead, my account remained active, and I eventually relapsed. On May 16, I sent another urgent exclusion request, this time clearly stating that I suffer from gambling addiction and needed immediate account closure. I followed up multiple times, but again, there was no response. I lost another $550 after that email, money that should never have been accepted if you had respected your own responsible gambling policies.

I have already confirmed the relevant ticket number (#28944719), and all of my messages were in the same email thread. There is no excuse for this delay.

Despite everything, I am only requesting a refund of the $550, even though the total harm was far greater. I’m not asking for more than what’s fair — but I do believe this request deserves to be taken seriously and resolved promptly.

Thank you,

Kellie

Dear Matej,

We have sent you an email.

Best regards,

Cashed team

Thank you for the e-mail, Cashed team.

Dear Kellie, first, I would like to address your self-exclusion request from the 12th January. Unfortunately, since you did not provide a reason for it and did not follow up with further requests or inquiries regarding the account closure, the casino assumed it was nothing serious. Many players use this as a tactics to get a bonus or a cashback, so I can see the casino's point of view.

However, I believe in cases like yours - when no reason for self-exclusion is given - the casino should investigate and ask for the reason straight away, as it potentially could be the first (and sometimes the only) cry for help of a gambling addict, and such cases should be handled with utmost priority. If it is any consolation, the casino promised to learn from this experience and in the future will request a reason for any messages asking for self-exclusion, where reason is not stated.

As for the current issue, seems like the casino is unable to find your original message from 16th May. Sometimes it happens that the system does not receive an e-mail, which is why it sends automated ticket number as an instant reply, to confirm if the casino got your message. Unless you can provide the ticket number for the message sent on 16th May, we'll have to take into consideration the message from 17th May (#28944719) only.

Following the casino's 24 hours account closure period, you should be refunded any and all deposits made from 18th May until the account closure, minus any withdrawals and/or winnings. Can you please confirm if you made any deposits at the mentioned dates, or if you have the ticket number for the e-mail sent on 16th May?

How can it be on me that they took more then 24h hours to confirmed the reception of my message? I sent my request on May 16, at 06:35 am and the automated reply came in on May 17, 09:55 am. And then they took 13 more days to close it… if they had an option on their site that I could exclude myself right away, I would never have deposit after my request on May 16.. so I think I did everything I could here

Dear Kellie, thank you for the clarification. This all makes sense now and unfortunately it is one of the "wonders" of modern technology. Some messages are received instantly, others bounce between servers across the world and can take a while to be received. As for the casino systems, those are receiving hundreds of messages daily, so it is possible the reception gets clogged and messages are entered into a que - then received once they can get through to the system. Hence your message from 16th May has been received on the 17th May in the morning.

However, as the casino needs 24 hours to close the account, even if the message has been received couple of hours earlier, anything deposited on 16th would not be refunded either way.

With the mystery of the missing message being solved, I would like to ask Cashed team if there is anything to be refunded.

I understand your position, even though I still feel this situation is deeply unfair. I sent my exclusion request at 06:35 AM on May 16 clearly in distress and even though the casino claims they didn’t receive it until the 17th, that delay was not my responsibility.

The 24 hour rule should protect players once a request is sent in good faith, not just after it’s received by the system. The system’s delay shouldn’t be used as a loophole to deny accountability.

I still hope that Cashed will choose to do the right thing and refund the full $550 as a gesture of responsibility, since my account could have been closed as early as January if they had followed up on my original self-exclusion request.

Thanks for your continued cooperation.

Dear Matej,

We would kindly ask you to check your emails, where we provided you the reply on your last email send to us.

Thank you in advance.

Best regards,

Cashed team

Cashed team has confirmed via e-mail that no deposits were made between the 18th March and the actual account closure, and therefore is not planning to provide any refunds.

Dear Kellie, I fully understand your frustration, and agree that you should have been excluded from the casino since January 2025. The casino admitted this was an oversight on their end and in the future, they will require anyone requesting self-exclusion to provide a reason. In case of gambling addiction, they will action such requests promptly. However, since you have not received any response, one may argue you had ample opportunities to contact the casino again via e-mail or live chat, and inquire about the status of your self-exclusion. In Casino Guru we also like to see the player taking active approach towards their self-exclusion, as e-mails often gets lost or delayed, and sending just one message is not seen by us as sufficient effort.

Regarding the "no refund" status of this complaint - there is not much we can do about it. The casino has received your request in the morning hours of the 17th May and should have close your account within 24 hours. Although it took nearly 2 weeks to actually close the account, the casino has confirmed no deposits were made between 18th March and the closure - as i mentioned at the beginning of this message. On the other hand, if you have sent the message on early morning of the 16th March, waited 24 hours and then deposited money on the 17th, that can be also seen as exploiting the loophole of the self-exclusion terms. I am not saying this is what you did, but it certainly can be understood that way. You knew when your self-exclusion request has been received and when the 24 hour period has started, during which the player is fully responsible for any and all actions, as stated in the terms & conditions.

Since the account has been closed and unless there is new evidence presented regarding the refund request, I am afraid this case will have to be rejected.

Dear Matej,

First, your response repeatedly refers to events in March, when in fact everything occurred in May. My self-exclusion request was sent on May 16 at 6:35 AM, and the automated reply from the casino didn’t arrive until May 17 at 9:55 AM, nearly 30 hours later. This detail is critical, and it concerns me that such a basic fact was misstated in your evaluation.

Second, while I understand that emails can occasionally be delayed, it should not fall entirely on the player, especially a person experiencing gambling addiction, to follow up multiple times just to be protected. I followed the process that was available: I emailed a clear request to permanently self-exclude. There was no self-exclusion button on their platform, and no indication that a reason was required for the request to be honored. If the casino had processed my request promptly, as they claim they do within 24 hours, I would not have been able to deposit again.

To imply that I may have been "exploiting a loophole" is deeply unfair and hurtful. I didn’t know when the request would be received or when the 24-hour period started. I was trying to do the right thing under distress, and this kind of interpretation only makes it harder for players like me to come forward in the future.

What’s even more disappointing is that this is the third complaint I’ve submitted to Casino Guru, and all three have been rejected. The first two were dismissed because I had not explicitly mentioned gambling addiction at the time. However, those exact same cases were accepted by AskGamblers and resolved successfully, resulting in meaningful refunds. Now, in this case, I clearly mentioned gambling addiction and still the case is being dismissed again.

At this point, it feels like the benefit of the doubt is always given to the casino, even when there is an admission of wrongdoing on their part and when the consequences for the player have been severe. I entered a consumer proposal in January because of gambling losses. I’m trying to rebuild my life and I expected this platform to help ensure fairness, not to repeat the dismissiveness I already faced from the operators.

I appreciate your time and the work that goes into handling complaints, but I must respectfully disagree with your conclusion. I sincerely hope Cashed Casino will still consider a proper resolution, especially since this could have been entirely prevented if they had acted on my January request, which they’ve now acknowledged they failed to follow up on.

Kind regards,

Kellie

Before posting the final summary, I have inquired with the casino if they would be willing to issue at least some kind of refund as a goodwill gesture.

Dear all,

We are currently checking the matter with the relevant department. We will inform you when we have an update from them.

Thank you for your patience!

Best regards,

Cashed team

Dear Matej,

We have sent an email with the evidence attached showing only 250 CAD was deposited and that to comes within the timeframe.

Dear kelliel,

We have considered Matej's suggestion regarding a goodwill gesture.

Although, you had deposited 250 CAD on May 17th, 2025. We are not obligated to refund even this amount, as it falls within the 24-hour timeframe.

However, as a gesture of goodwill, we are prepared to remit this amount on the condition that you agree to resolve this matter and abstains from submitting a complaint elsewhere.

Should you consent, we may promptly proceed with the refund of the amount of 250 CAD.

We shall await your update.

Kind regards, 

Cashed team.  

Alright, I accept your offer. It’s better then nothing.

This is great news, and I would like to thank the Cashed Casino for agreeing to this option. Please, let us know once the payment has been processed on your end.

Dear Kellie, I hope this means the complaint is being resolved to your satisfaction, and once the refund is received, we can close it as resolved, and leave the whole matter to rest.

Hello kelliel,

We had sent an email on July 1st, 2025, Tuesday. We had requested for your bank details.

We are still waiting for your bank details.

Kind regards,

Cashed team.

I already sent it the same day I received your email but I’ll send it again.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kelliel,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej