Cashed Casino - Die Schließung des Spielerkontos verzögerte sich, was zu Verlusten führte.

I requested account closure from Cashed Casino on April 13, 2026, citing excessive losses. I subsequently requested account closure several more times. The casino only complied with this request two months later, on June 14, 2026. During this time, I lost €1330. I repeatedly contacted Cashed Casino via live chat and email to request a refund of these losses, as they ignored my account closure request for two months and thus violated a player protection law. Communication with the provider was extremely poor. I received only vague or no responses to my inquiries. The last somewhat reasonable response came on June 23, 2026. I can document everything with emails and screenshots of payment histories.

Ich habe das Cashed Casino am 13.04.2026 um Kontoschließung gebeten, mit der Begründung, dass ich zu viele Verluste gemacht habe. Danach habe ich noch mehrfach um eine Kontoschließung gebeten. Dieser Bitte ist das Casino erst 2 Monate später, zum 14.06.2026 nachgekommen. Während dieser Zeit habe ich 1330€ verloren. Ich habe das Cashed Casino mehrfach per Live-Chat und per E-Mail um die Rückforderung dieser Verluste gebeten, da Sie meine Bitte um Kontoschließung 2 Monate ignoriert und somit gegen ein Gesetz zum Spielerschutz verstoßen haben. Die Kommunikation mit dem Anbieter lief sehr schlecht. Es gab immer nur scwammige oder gar keine Antworten auf meine Nachfragen. Die letzte halbwegs vernünftige Antwort kam am 23.06.2026. Ich kann alles per E-Mails und Screenshots von Zahlungsverläufen belegen.

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Dear Christopher.180,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Could you please clarify if you wanted an account closure or a self-exclusion?

The difference between closing an 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 have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

To better understand the issue, could you please forward all the account closure requests that you sent to the casino, along with their response? Please forward the complete email threads that contain the original, uncropped email messages. My email address is jean.s@casino.guru.

Thank you very much in advance.

Best regards,

Jean