The player from Germany formally escalates a complaint regarding his account closure following a request for self-exclusion on July 22, 2024, which the casino ignored. He demands reimbursement for financial losses incurred due to the casino's negligence in handling his request, which he claims operates without a valid license in Germany.
24Slots Casino - Player demands reimbursement after self-exclusion request is ignored.
Amount: €2,370
24Slots Casino
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Case opened
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Case summary
15 hours ago
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1 week ago
Translation
Ladies and Gentlemen
I would like to reiterate my request and draw your attention to an extremely serious incident that occurred in your casino. On July 22, 2024, I expressly requested you by email to block me immediately due to my gambling addiction. However, these emails were completely ignored by you, which represents a serious violation of player protection and your obligations as a gambling provider. Due to this failure to act, I have suffered massive financial losses that could have been avoided by your negligent behavior.
Despite my clear and repeated requests, you have failed to comply with my self-exclusion, which clearly underlines your irresponsibility and disregard for addiction prevention. It should also be mentioned that your casino operates without a valid license in Germany, which also violates applicable laws and regulations. Playing without a license valid in Germany not only violates the State Treaty on Gambling, but is also a clear case of illegal gambling operations.
I therefore request you again to immediately reimburse me for all losses caused by your negligence. If you do not comply with my request within the next 7 days, I will be forced to take appropriate legal action. In addition, I will report the incident to the relevant German authorities, such as the Joint Gambling Authority of the States (GGL), as well as to consumer protection organizations and file a complaint about this case.
It is in your interest to resolve this matter immediately, otherwise you will face legal consequences as well as serious repercussions on your reputation. I expect your immediate response and the fastest possible refund of the lost amount.
Best regards,
Mick S******
Edited by a Casino Guru admin
Automatic translation:
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1 week ago
Dear Mickstar,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the casino.
To help us proceed, I would like to ask a few additional questions to clarify the situation:
- We can see that you sent your self-exclusion request to the correct email address on July 22, 2024. Could you confirm whether you received any form of response from the casino regarding this request?
- Besides email, did you attempt to contact the casino via any other channels (such as live chat, phone support, or social media) to follow up on your self-exclusion request? If so, please provide details on these attempts.
- Have you previously initiated self-exclusion with this casino before this incident, or was this the first time you requested it?
You can also forward any relevant communication or documentation to petronela.k@casino.guru.
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
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1 week ago
Translation
Dear Petronella,
Thank you for your message. Unfortunately, the situation is extremely frustrating for me and I would like to point out that this is a very serious matter that needs to be resolved urgently.
I would like to answer your questions as follows:
- To date, I have not received any response from the casino to my self-exclusion request, although I submitted it on July 22, 2024.
- I also contacted the casino's live chat to follow up on the request. I didn't get any clear information there either. The employees either ignored my request or kept me waiting without offering any concrete solutions.
- This was my first self-exclusion request at this casino, so I am particularly disappointed with the lack of responsiveness.
It is unacceptable that such an important issue is ignored. Under current law, casinos are obliged to process self-exclusion requests promptly. I therefore urge you to pursue the matter vigorously and inform me immediately of what steps are taken to resolve this.
I have forwarded the relevant emails to the address you provided.
I expect a speedy resolution and will otherwise be forced to consider legal action.
Best regards,
Mickstar
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5 days ago
Translation
Ladies and Gentlemen
I refer to my previous emails and note that my player account has since been closed. However, it has taken far too long for you to comply with this request, despite my clear request on July 22, 2024 to block me immediately due to my gambling addiction.
The late blocking of my account has caused me significant financial losses that could have been avoided had I implemented my self-blocking in a timely manner. I therefore continue to insist on the full reimbursement of these losses caused by your negligent conduct.
I expect an immediate response and the corresponding refund. If this does not happen within the next 7 days, I will, as already threatened, report the matter to the relevant authorities and consumer protection organizations and take legal action.
Best regards,
Mick S******
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3 days ago
Hi Mickstar,
I'm glad to hear that your account has been blocked.
- Could you let me know if you contacted the casino at any point between July 22nd and September 19th after your initial request was not processed?
- Additionally, could you please forward your cashier history so we can verify when you made deposits to the casino?
Thank you very much.
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3 days ago
Translation
Good day,
I had normal contact with the casino via live chat.
Tell me, how is this possible?
my account has now been blocked!
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15 hours ago
Hi Mickstar,
- Could you please let me know if you can forward the email you sent to the casino before July 21st?
- Additionally, I’m still missing your cashier history for any transactions dated after July 22nd.
Thank you.
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