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Cashiopeia – The site didnt hold his appointent of withdraw

Ruling

Found for the Casino - While this player did ask to close their account they did not inform the operator the closure was related to gambling addiction.

Read our Cashiopeia Casino Review.

Player's Complaint

I was submitting a withdraw of 1340.and then asked them to close my account till my withdraw was processed. But they didn't do that so my account went open beformy withdraw got processed.i then lost all of the money.i know I asked for it but I had told them to close till my withdraw was processsed.So can you make them pay me my withdraw.

Read the casino review

6 Responses

ThePOGG
Jul 25, 2019

Hi flowingno,

As we are the ADR for the Apsire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

With regard to your complaint specifically - when closing your account did you tell the operator this was due to gambling addiction?

Thanks,

ThePOGG

Flowingno
Jul 25, 2019

I asked them to close my account till my withdraw was processsed.
That is the point so they shouldnt reopen it.

Flowingno
Jul 25, 2019

they didnt ask any reason

ThePOGG
Jul 25, 2019

Hi Flowingno,

If you have not made clear that the closure request is related to addiction the operator are under no obligation to take responsibility for keeping it closed if you change your mind and request the account be re-opened.

The only point where an operator are responsible for your actions is where they have been informed that you are experiencing addiction issues.

Thanks,

ThePOGG

Flowingno
Jul 26, 2019

i wasn't being asked something.
There wasnt any option for closing the account for 7 days or 48 hours.
there sould be responsible gaming options on the website why there isnt one.

.

ThePOGG
Jul 30, 2019

Hi Flowingno,

While we do agree that the responsible gambling requirements put in place by the MGA would benefit from being improved, as we serve on behalf of the regulator we do not set the rules and have to adhere to the policies that they have decided are appropriate.

In this instance, as stated above, for a closure request to be considered a self exclusion you need to have informed the operator that you are experiencing gambling issue. Many players use closure requests as a way of prompting the operator to offer additional promotional incentives and as such these would not we considered equivalent to informing the operator you were experiencing gambling issues.

Thanks,

ThePOGG

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Agreement

flowingno consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Cashiopeia
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

July 25, 2019