Cashalot Casino - Der Versuch des Spielers, sich selbst aus dem Casino auszuschließen, wurde übersehen.

Dear Aschebersch,

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

I have checked the Responsible Gambling section on the website, and this is what I found

https://cashalot.bet/responsible:

„Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: support@cashalot.bet

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account."

Could you please advise if you have sent an email to support@cashalot.bet? Have you tried to set the deposit limits inside your account till your account will be verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thank you for your response. No, I didn't send an email directly to support@cashalot.bet, but asked for it via chat. Then a ticket was created in the help desk, in which an employee answered me (as can be seen in the screenshot).

No, I didn't do that with the deposit limits either, as this option is not a solution for my gambling addiction for me.

Thank you and best regards

Hallo Petronela,

vielen Dank für Ihre Antwort. Nein ich habe nicht direkt eine E-Mail an support@cashalot.bet gesendet, sondern per Chat danach gefragt. Dann wurde ein Ticket im Help Desk erstellt, in welchem mir ein Mitarbeiter dann antwortete (wie im Screenshot zu sehen ist).

Nein das mit den Einzahlungslimits habe ich auch nicht gemacht, da diese Option für mich keine Lösung für meine Spielsucht ist.

Vielen Dank und freundliche Grüße

Dear Aschebersch,

If the casino requires you to verify your account to be able to self-exclude, but meanwhile, offers another option to limit your play till the KYC will be completed I would strongly recommend following their instructions.

Hello Petronela,

I have now provided the casino with the necessary documents for verification.

Nevertheless, I would be happy if the matter with the € 70 could also be investigated.

Thanks very much

Hallo Petronela,

Ich habe nun dem Casino die erforderlichen Unterlagen zur Verifizierung bereitgestellt.

Trotzdem würde ich mich freuen, wenn der Sache mit den 70€ zusätzlich noch nachgegangen werden könnte.

Vielen Dank

I'm afraid if you didn't use available responsible gaming tools when advised we can't help you. Please understand that not every casino department can apply a self-exclusion to your account. I absolutely understand your point of view and struggle associated with admitting the gambling problem however, if you expect the casino to follow the rules and apply the self-exclusion, you should follow its rules too. We always try to help players, but we are able to do so only if they have followed the casino instructions first. 

Please keep me informed regarding any developments. Thank you very much in advance for your understanding.

Hello Petronela,

Okay, all right, too bad. Then my request can be closed.

Thanks anyway and best regards

Hallo Petronela,

Okay alles klar, schade. Dann kann meine Anfrage geschlossen werden.

Danke trotzdem und freundliche Grüße

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.