1xSlots Casino - Player's self-exclusion request has been ignored.

hello, last time in the 1xslot.com casino comments you recommended that I file a complaint against the site if they don't do my self-exclusion request. at the pardonsThe people at 1xslots told me to send an email to block@1xslots.com and they will close my account. I sent it to the departmentaddress, their website says a different address, but they told me to upload the requested documents there and then they will close it...but they haven't asked me for any documents or anything since then, just so they can keep my account open because they see I'm playing and you're taking it all the time... why they are like that aat least I can prove it. On July 5th, I already asked for it to be closed in an email, several times since then, but I have proof from July 5th, and here you have written in public that my account will be closed, but not since then, that's why julius.05 Money paid and lost from . will be refunded, if anyThey are unscrupulous, I totaled HUF 381,000 from Revolut, about the same amount from Paysafecard, but my professional doesn't have a total for that, so I only say HUF 120,000 for paysafecard payments... a total of HUF 500,000 minimum... I don't even understand why they don't punish such rule breakers to discourage them suchfrom vile things, that they destroy people countlessly for the sake of the biggest possible income...this is my email address there too, my details [hidden by Casino Guru], thank you very much for your work

Dear Novcsi87,

Thank you very much for submitting this complaint. I am sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

You stated that you first requested to be self-excluded on 5 July. I want to emphasize that we can only assist with refunding lost deposits if you specifically mention that you wish to self-exclude due to a gambling addiction or a gambling problem. I only see this mentioned in your email from 23 July. Have you mentioned addiction in any of your previous self-exclusion requests? If you have, please forward me the email at veronika.l@casino.guru.

Have you received any replies from the casino to your requests?

Do I understand correctly that you have not yet sent any identity documents to this casino for verification?

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

Best regards

Veronika

Hello, I'm sorry, I just noticed the message. I can't find the message from July 5th, only a reply email from July 15th that was sent. I wrote about my problem in the message on the page, but I didn't get any response except for this message. on the page, the method for sending messages is not the chat, but something else, but I don't get worship there, I think they have it, but it doesn't show me anywhere... in the rules of the delelós game, they say that you have to prove it with a photo, but they can choose the order of what they ask for... not for me they sent me about nothing to justify myself.. they don't ask for anything to have a reason to refer to it, I didn't fulfill it, but until then I don't know what to do because I don't say it, until then it's difficult.. I can prove it. I wrote to them on the 15th, but I can only think that they have such a message which is not written about chat

Greetings!

Let us please, get the situation clear. On 05.07.2024 (the date told by the user) we can see an application to our chat on the site, where a wish to have the account blocked was not denoted, but only a possibility to set a limit in the amount of 5 000 HUF for depositing was discussed.

An analogous request was sent to the customer support service via the chat some days earlier, and the answer from our specialists was negative about setting such limits from our side, because the service does not affect on the limits in general, and such function is not its prerogative.

Later, on 09.07.2024 and 23.07.2024, after the client formulated in the chat their desire to be blocked, a full and precise instruction of applying to block email service - block@1xslot.com - was sent. No email was sent to either block@1xslot.com or support@1xslot.com. Also, we would like to admit that the most part of applications addressed to our support service was offensive towards our specialists and the service.

On the subject of the letter from 15.07.2024 which is displayed on the screenshot attached above, we can state, that the client sent their complaint to an incorrect email address, where within the working hours the customer got the answer with all the details and the correct email address where the client should apply to.

The service from its side has provided all the instructions not once, but many times. We are always ready to help clients with their wishes to be blocked (especially, if gambling addiction is mentioned), however we need to see a concrete request via correct address.

Best regards,

1xSlots team

Casino Guru, thank you, but I think we should close the case, first I finally won and they transferred HUF 480,000 in minutes, this is a positive for the site.. they were really fast, they didn't try to hold back or anything like that, but they handled the payment request in 5 minutes and transferred it to neteller

Dear user! 

It’s great that the situation has become clear to you. Congratulations on your win and thank you for rating your withdrawal speed! We take special care of transactions because we understand how important the deposit and withdrawal processes are for our users. If you have any other questions, we recommend contacting our support team via chat. There specialists will be happy to help you and provide you with any information or simply support you in difficult times. We wish you a nice day and success!

Best regards,

1xSlots team

Dear 1xSlots Casino representative,

Thank you very much for getting in touch with us and thoroughly explaining the player's situation.

Dear Novcsi87,

I am glad to hear that you received your winnings. However, if I understand correctly, your account is still not blocked.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you wish to proceed with your self-exclusion, please send your self-exclusion request with the explanation of your gambling problem to block@1xslot.com and add me as a CC (veronika.l@casino.guru).

Dear 1xslot, I would like to note that, despite the fast payment, it is one of the worst sites... so there are not many places with such settings, such sites are the most disgusting, this should be avoided, not enriched... I hope that my account closure request will be processed soon

I just now took more into account 1xslot's comment, to which I just want to add, don't lie that it's my fault for sending the email to the wrong place, when it's a lie, don't be so spineless. under contact information, customer service, and I sent what I wrote there, that is, in your customer service menu, and the other is that if I sent it to the wrong place, why is it written as a signature in the reply email that 1xslots team??? stop being pathetic like games on the site ..

During making a request to the administrator on the site, you must specify the essence of your request. Otherwise, the question will be sent to the email of another profile, which is what happened. As we can see, the user is having problems contacting the blocking email service, that's why we sent a letter to the email indicated in client's account.

Dear user, if you still want to block your account, please respond to the letter sent to you.

Best regards,

1xSlots team

Veronika, I would like you to know how honest these people are... they blame me because I wrote to their customer service on their website, so it couldn't have gone to the wrong place. to which they answered yesterday, but not that they would close it, but as a time-consuming question why I want to close it, even though I have already told them a few times, but I took a deep breath and explained at length why I want to close it, in which I described that I only play there because of nerves and I can't control myself, which they answered well they know..but my account is still active, since then I failed again for 65,000 HUF because that site is a shame, the crappy programs that make fun of the game there deserve an investigation..I will prove with a photo what I wrote and why they lied to me, so now they are still lying about if I would like to close it, I should write to them, even though I wrote before and after, and they are deliberately dragging out the time, that's why from the proven date you wrote, from 07.23., all the money I paid will be returned, if they are already breaking the rules and want my honor with false information to be dirty.. the whole team should be ashamed of themselves, they destroy players without scruple, I hope the 1xslot gets its deserved punishment soon, and I would like to note, is it luck that when I complained here, from then on the page was playable until I said I won, etc.. then shame again ...it's puzzling, how can it be that at the time when I raised a complaint, the page became playable and then it's crap again, as I signaled the end of the complaint..luck or maybe they can control the game's RTP?

Has your account been closed in the meantime? I understand that you mentioned in your first message that you are losing control of your playing. The best advice I can give you when the casino asks you why you wish to close your account is to directly state that you have a gambling addiction or a gambling problem.

Have you received a reply from the casino to your most recent email you sent them?

Good afternoon!

The fact is that on 08.07.2024 the user sent his request by email with an incorrect domain. Later, as can be seen in other screenshots, we independently contacted the client. At the moment, the user is asked to provide information about the desired blocking period and a photo of an identity document. We are always happy to help with any questions and provide an answer as quickly as possible.

I would also like to note that we, as a licensed casino, are not able to influence the outcome of the games. It all depends on luck. The fact of requesting account blocking does not in any way affect the return of slots.

Best regards,

1xSlots team

my account is open and I wrote in the message, I have a problem and I can't control myself on the site.. 1xslots, stop your stupidity with that misdirected email, I showed where I sent the message from, it was for your site's customer service and the appropriate menu item was selected ..then on that page it says you decide what kind of document you requested, I can change what you requested..you wrote in one word somewhere what you requested a photo of because there are several types of photo IDs..you are wasting your time...you can't have a say in the games? how is that possible do you have the same strategy for all service providers? they give for the first 20 spins, then about 10% for hundreds or even thousands of spins?? it's getting worse yesterday and today, about 100,000 HUF (250€) or 20€ given..every game here is unique, and I can't believe you don't have one..I've never seen such an unscrupulous site, someone who is so money-hungry, but I'm sure of that it will be clear from you that the games are cheating, if you can call them games.. several times it gives bonus spins between 500-1000 spins and sometimes it doesn't give anything, but most of the time it's a crap 10€, while you lose 200.. you think it's luck ?it's more luck that you still have permission.. people don't want to get rich here, but the way you take the money is outrageous and you know very well that it's annoying, that's why people play and you enjoy seeing people lose everything.. you are morally zero..look at my betting history with your own eyes to see what a vile attitude you have..in addition, after collecting millions of points, you don't even give the refund, it just says that the amount does not reach the refund..what amount? I jumped up 4 levels to about 4 million collecting points, I lose as much money per day as elsewhere in a month, and do you have the guts to hold back even that?

I would like to thank you very much for playing on your super site and even better, for ignoring my request and so I managed to lose all my money in record time on a small bet, because in my nervousness I didn't pay attention to my financial situation, and the many hundreds on your incredibly good site did nothing tax spins are very good..I would like to note that I couldn't go to work because I had no money left, so they called me to let me go, so I became unemployed, more than likely in 1 week they will throw me out of the sublet like that...just so you know, your hunger for money because of this you are ruining lives, in seconds I have no money, no job, and soon I will have nowhere to live... I hope you are proud of yourselves and your pathetic sides... you are humanly zero

In a casino you can both win and lose. The landing of bonus combinations depends only on luck. We are physically unable to influence the outcome of your game. This is guaranteed by a license. Our service is only an intermediary between the player and the provider (game supplier). All slots are launched from the official websites of providers. 

As previously reported, the last letter was sent to an incorrect address (the support service email domain is different). At the moment, all data for blocking has been requested from our side: the desired period and a photograph of an identity document. Please send us the required information and we will promptly respond to your request.

Best regards,

1xSlots team

Dear Novcsi87,

In the screenshots you provided, the casino’s customer support instructed you to send your self-exclusion requests to the email address block@1xslot.com. However, it appears there was a typo in your requests, and you mistakenly sent the emails to block@1xslots.com, which means the casino never received your messages. Please understand that it is the player’s responsibility to ensure emails are sent to the correct recipient, and unfortunately, we cannot request refunds from the casino as the mistake was made on your part.

In the meantime, have you sent the requested documents to the correct address as instructed by the casino representative?

Dear Novcsi87,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.