24Slots Casino - Player is struggling with self-exclusion process.

Hi. I want to leave complaint and warn other players about this company.

I have gambling problem and I relapsed recenty after 3 years stay clean from gambling.

So I lost some money on https://24slots.com/ and tried to find option to close my account which is normal practice on other websites, but coundn't find this option in menu. So I contacted live chat and they send me to some special department, which is - 

customercare@24slots.com

Ok. I contacted them which is weird already. Why self exclusion is so complicated? 

I received answer from support after 4 days, which says "self exclusion" can take up to 7 days and asked me to send them some addition sensitive information related to my debit cards which I used to make deposits on their website(you must to understand, before that I passed verifications with my ID card and proof of address documents) and I'm fully verificated person, but that is not enough.

What is really annoying that they keep sending me sms messages on my phone number with exclusive promotional codes on deposits. I asked them to stop doing that in live chat, but they told me that I opted-out from sms messages in setttings and I shoudn't receive them, which is NOT TRUE! I don't have proofs at the moment, because I'm alwaying get rid of them when they send me another messages with "exclusive" offer.

So in that time when I tried to block my account with them, I lost almost all of my money and of course I feel depression and desparation.

I asked them for a chargeback at least money which I lost on 15 of June 2024, because it's crucial for me, but if they can't even block my account, I have very little hope about get some of my money back...

To be honest I've got that feeling that all their complicated system is made by strange person, who probably like to read request about other people problems.

I'm looking for a person, who can help me with legal assistance or just can give advise what to do in this case.

All screenshots attached.

Sorry for my English, it's not my first language.

Dear MaximRiga,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with 24Slots Casino, particularly with self-exclusion and receiving unwanted promotional messages.

To better understand your situation and assist you effectively, could you please provide some additional details:

• When did you first contact 24Slots Casino's customer care about self-exclusion, and have you received any further updates since their initial response?
• Can you clarify what specific additional sensitive information they requested related to your debit cards, and if they provided any reason for requiring this information despite your prior verification?
• Have you attempted to opt out of promotional SMS messages through the settings on your account, and if so, can you describe the steps you took?
• Could you provide any screenshots or copies of the communications with 24slots.com support, including the promotional SMS messages you received after requesting to opt out?

If you have any other relevant communication or additional screenshots, please forward them 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

Dear MaximRiga,

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.

Additional comments from the player:

Hi I opened compaint on your website and will answer on the questions here.

·        When did you first contact 24Slots Casino's customer care about self-exclusion, and have you received any further updates since their initial response?

I contacted them on 6 of June 2024. Are the screenshots can be viewied with my initial compaint on the website? 

No updates since then.

·        Can you clarify what specific additional sensitive information they requested related to your debit cards, and if they provided any reason for requiring this information despite your prior verification?

They asked me to send them pictures of front and back sides of my debit cards, but cover CVC numbers and leave visible first six numbers of my card and last four digits.

As I mentioned before I went through verification process on this website before and my ID and proof of address were accepted, but they need more info to close my account.

·        Have you attempted to opt out of promotional SMS messages through the settings on your account, and if so, can you describe the steps you took?

I went to my account, to the preferences and their is an option to unclick box with SMS, phone calls and NEWSletter. I will attach screenshot in this letter. I opted-out long ago, but still, just today in the morning I received promotinal SMS from their bot and they send it from some number which is usless to block, because it's always new number.

·        Could you provide any screenshots or copies of the communications with 24slots.com support, including the promotional SMS messages you received after requesting to opt out?

I will send you promotional SMS from my phone with another mail, because I have some difficulties to download them on my PC.

Hi MaximRiga,

Even if the casino requires KYC verification before applying self-exclusion, they shouldn't allow the player to deposit or gamble in the meantime.

• Could you please confirm if your account is still accessible?

Thank you.

Dear MaximRiga,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.