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

I have sent you all the necessary documents by email.

Ich habe Ihnen alle erforderlichen Dokumente per E-Mail zukommen lassen.

On April 13, 2026, I requested the immediate and irrevocable closure of my account, citing excessive losses, as evidenced by my emails. Oasis Casino also ignored a self-exclusion order that had been in place since the end of April 2023. Cashed Casino only complied with my account closure request on June 14, 2026 – two months later. During this time, I incurred losses of €1,330. I have sent you proof of my email correspondence with Cashed Casino and proof of the €1,330 deposits made during this period to the email address provided. jean.s@casino.guru , send.

Ich hatte am 13.04.2026 um eine sofortige und unwiderrufliche Kontoschließung gebeten mit der Begründung, dass ich zu viele Verluste gemacht habe, wie sie meinen E-Mails entnehmen können. Auch eine seit Ende April 2023 bestehende Spielsperre bei Oasis hat das Casino ignoriert. Der Bitte auf Kontoschließung ist das Cashed Casino erst zum 14.06.2026 nachgekommen. Also 2 Monate später. Währenddessen habe ich einen Verlust von 1330€ gemacht. Die Nachweise für den E-Mail Verkehr mit dem Cashed Casino und die Nachweise für die Einzahlungen in Höhe von 1330€ während dieses Zeitraums, habe ich Ihnen über die angegebene E-Mail Adresse jean.s@casino.guru, zukommen lassen.

Before closing this complaint, I carefully reviewed the email correspondence and the timeline you provided.

Based on the evidence available, on April 13, 2026, you requested that your account be closed. The casino responded on the same day and asked for the reason for your request. On April 14, you explained that you had experienced too many losses, and the casino replied the same day, informing you that any remaining balance on the account would become invalid upon closure. Although you sent another reply on April 15, I could not find any confirmation from the casino that the account had actually been closed at that time.

From the records you submitted, your deposits continued between April 16 and June 14.

It is important to distinguish between requesting an account closure and an account actually being closed. An account closure request does not automatically mean the account has already been closed, and unlike a self-exclusion due to gambling addiction, a standard account closure generally does not prevent the player from reopening or continuing to use the account.

I also cannot conclude that the casino ignored your request. They responded to your emails within 24 hours and engaged with your request. If you did not receive a clear confirmation that the account had been closed after your April request, and you believed the closure had not been completed, the responsibility would have been to proactively follow up with the casino during the period between April 13 and June 14. Based on the information provided, there is no evidence of such follow-up requests during that period. When you submitted another account closure request on June 14, the casino closed your account on the same day.

While I understand your frustration regarding the losses incurred during this period, the evidence does not support the conclusion that the casino ignored a confirmed account closure request or failed to act after being repeatedly reminded. Consequently, we do not have sufficient grounds to request that the casino refund your deposits.

For these reasons, we are unable to pursue this complaint further and must close it as rejected.

Thank you for your cooperation and for providing the requested documentation. I appreciate the time you invested in presenting your case. Should you encounter an issue in the future that falls within our mediation scope, please do not hesitate to contact us again.

Best regards,

Jean