The player from Germany formally escalated a complaint regarding his account closure following a request for self-exclusion on July 22, 2024, which the casino had ignored. He demanded reimbursement for financial losses incurred due to the casino's negligence in handling his request, which he claimed operated without a valid license in Germany. The issue was resolved when the player accepted a settlement offer of 424 euros from the casino after months of delay. The complaint was marked as 'resolved' in the system upon confirmation of the payment.
24Slots Casino - Player demands reimbursement after self-exclusion request is ignored.
Amount: €2,370
24Slots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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2 months ago
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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
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2 months 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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2 months ago
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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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1 month ago
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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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1 month 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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1 month ago
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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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1 month 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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1 month ago
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Good day,
As already described, I cannot send a history of the deposit because my account has now been blocked??? The casino then has to take care of that.
and I don't have the email because the first request was made via live chat.
Do you want to clarify the problem? It's quite clear what's happening here and you seem to be taking the opposing side again. It's just ridiculous.
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1 month ago
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I can provide you with my bank statements what does this bring
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1 month ago
Hi Mickstar,
I completely understand that you're feeling upset, but please know that my aim here is to gather as much evidence as possible before we proceed to contact the casino on your behalf. My only concern is that you haven't saved any relevant communication between July 22nd and September 19th, which would cover the period between your initial attempt to self-exclude and the actual account closure. I'm just trying to demonstrate that you took all necessary steps to inform the casino about your gambling problem.
It seems like you sent the first email back in July, but when the account remained open, instead of urging the casino to block it, you continued playing and only followed up with them again in September.
Thank you for your understanding.
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1 month ago
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Thank you for your message, but I would like to stress again that a single request from me should have been enough to get the casino to act. In my email, I clearly stated that I am a gambling addict and the casino should have responded immediately. In addition, I contacted them several times via live chat, which is also documented. I ask you to carefully check the casino's documentation, as all relevant information is clearly visible there.
It is unacceptable that I have to point out the same problem over and over again. If I, as a gambling addict, openly and honestly explain my problem, the casino must act immediately and consistently to prevent further damage. That is their responsibility. It is only logical that someone in my situation would continue to gamble if no action is taken - in the hope of making up for losses or winning.
How many times should you ask a casino before it does its due diligence? Such a delay is not only irresponsible, it is harmful, and I believe the casino has clearly failed here.
I hope you understand my point of view and that I have done everything I can to make the casino aware of my problem. Now it is up to you to use this information accordingly.
Thank you for your understanding.
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1 month ago
Thank you very much, Mickstar, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
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Here the casino writes the following:
"The Customer Service Department will do its best to provide the customer with a response or solution within 48 hours of receiving the request or complaint. In any case, the outcome of the complaint will be communicated within a maximum of ten days of receiving the complaint. In exceptional cases where we believe that an adequate solution to the complaint requires further investigation, NewEra BV may extend the period by a further ten days. In this case, we will inform you of the delay within the first ten days of receiving the complaint. We will also inform you of the process in this case and, if necessary, make any necessary inquiries that are deemed necessary."
How can it be that I have been waiting for a response for months? You state that a response must be given within a maximum of ten days, or in exceptional cases within 20 days. Despite these deadlines, I am still waiting for a solution. I demand immediate clarification and an explanation as to why this process is taking so long.
Please give me an answer immediately!
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1 month ago
Dear Mickstar,
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Dear Jozef,
We are reviewing the case and will provide you with an update as soon as possible.
Thank you for your understanding in advance.
Kind regards,
24Slots Casino
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1 month ago
Dear 24Slots Casino team,
I am extending the timer by 7 days. Please, let me know if you need more time.
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3 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 weeks ago
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Typical for the casino. Still no response after months. I ask everyone to stay away from these scammers!!
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2 weeks ago
Dear Jozef,
Please note we are in direct communication with the client for an amicable solution.
If any further information is needed in the meantime please let us know.
Kind regards,
24Slots Casino
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2 weeks ago
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Good day,
The casino made me an offer of 424 euros, and since the whole thing has been dragging on for months, I have accepted this offer. However, I ask that this case not be closed yet, as the payment is still outstanding.
the problem occurred due to a technical error, which I find questionable.
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1 week ago
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Money is there. Case can be closed. Thank you!
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1 week ago
Dear Mickstar,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards, Jozef
