Cashed Casino - Spelaren begär återbetalning efter att kontot stängts fel.

Dear Casino Guru Team,

I am filing this complaint against Cashed Casino to request a net refund of €1,505, as the casino blatantly failed its Duty of Care and ignored standard Responsible Gambling protocols by keeping my account active after being formally provided with medical documentation of a diagnosed gambling disorder.

Timeline of Events:

August 13, 2025: I informed Cashed Casino in written form that I was medically diagnosed with a gambling addiction.

August 14, 2025: The casino's support / VIP Manager formally requested official documentation regarding my gambling situation and told me that my account has been closed.

August 20, 2025: I submitted an official medical certificate confirming my clinically diagnosed gambling disorder via email (Ticket ID: 33357161).

Post-August 20, 2025: Despite receiving and acknowledging official medical proof of an active gambling disorder, the casino failed to permanently block my account and permitted further gambling activity.

Financial Breakdown & Claim:

Total deposits made after submitting the medical proof (after August 20, 2025): €3,705 bank transfer + €200 credit card = €3,905

Total withdrawals received: €2,400

Net Claim Amount: €1,505

Under established Responsible Gambling rules and basic player protection standards, providing official medical documentation of an addiction constitutes an absolute, undeniable notification of extreme vulnerability. Allowing a player to continue depositing after receiving medical proof is a severe breach of the casino’s obligation to protect vulnerable players.

I am requesting Cashed Casino to refund the net damage of €1,505 directly caused by their failure to enforce player protection.

I have attached all relevant email correspondence, medical documentation, and payment transaction statements directly to this complaint. If you need further information, please let me know.

Thank you for your assistance.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Cashed Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Have you regained access to your original account or opened a new one?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for taking my case. To clarify the timeline as accurately as possible:

1. Timeline of events:

August 13, 2025: I contacted the casino mentioning my gambling addiction and asked for a refund.

August 14, 2025: The casino explicitly stated that they would close my account (see mail attached).

August 20, 2025: As requested by the casino, I provided my official medical certificate (Attest) via email (Ticket ID: 33357161) to confirm my gambling addiction.

After August 20, 2025: I was able to access my account, deposit, and play again after submitting the medical certificate on August 20, 2025. The net loss after this was €1,505. In addition, I still do receive lots of bonus offers by mail.

2. Current account access: Yes, I still have access to my account. Despite my explicit warnings and the submitted medical certificate, the casino has failed to permanently close my account.

3. Account details: This is my original account. I did not create a second/new account.

4. Proof of communication: I have attached the complete email thread (including the initial request, the submission of the medical certificate with Ticket ID 33357161) and deposit proofs directly to this complaint thread.

Thank you for your assistance!

Thank you for the additional information and for providing the documents.

Could you please forward the complete email correspondence with Cashed Casino, including the email in which you submitted the medical certificate, directly to my email at attila.g@casino.guru?

Also, if possible, please forward some of the promotional emails you received from the casino after submitting the medical certificate.

Thank you for your cooperation.

Dear Attila,

As requested, I have forwarded the email correspondence.

Thank you in advance.

Best regards

Hello Bridge,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Unfortunately, I have not received any emails from you. Could you please let me know which email address you used? Additionally, have you sent the information to attila.g@casino.guru?

Thank you for your patience and cooperation.

Hello Attila,

Due to email delivery errors on the server side, I am uploading the full email thread with Cashed Casino along with the medical certificate directly here as attachments.

Thanks for your further support!

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Bridge, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of Cashed Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.