24Slots Casino - Player’s account closure request is delayed.

Guten Tag,

ich versuche seit Wochen mein Konto bei 24slots.com zu löschen, da ich spielsüchtig bin.

Ich schreibe denen im Live-Chat und die antworten mir dann das die Fachabteilung sich bei mir meldet und mein Anliegen weitergegeben wurde.

Die Fachabteilung meldet sich dann fragt nach dem Grund und es passiert dann nichts.

die schicken mir dann Freispiele Bonis und leiten mich dazu weiterzuspielen.

was kann ich dagegen tun ?

Dear andreastueker, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Emails habe ich weitergeleitet. Viele emails sind gelöscht. Aber habe Ihnen jetzt einige geschickt .

Thank you for your emails and the details you’ve provided so far.

I have carefully reviewed each of the emails you sent. When assisting players with account closure and refund requests, it’s essential for us to have clear evidence showing that the player informed the casino of their gambling addiction and that the casino failed to act accordingly by closing the account.

From the information provided:

The first instance where you mentioned gambling addiction as the reason for your account closure request was on November 7. Could you please confirm whether you received any response to this email?

On November 17, you sent another email, this time using the casino’s dedicated self-exclusion email address (customercare@24slots.com). Did the casino respond to this email as well?

Additionally, could you confirm whether you deposited any funds into your casino account after November 7, when gambling addiction was first mentioned as a reason for account closure?

Your responses to these questions will help us proceed with your case effectively. Thank you for your cooperation.

Guten Abend !

Den Grund als Spielsucht hatte ich schon viel früher denen mitgeteilt.

ich habe Ihnen jetzt eine email weitergeleitet aus dem Monat September. Seit dem versuche ich das Komto zu schließen und löschen zu lassen. Entweder wurde der livechat ohne Grund abgebrochen oder es hieß nur die zuständige Abteilung meldet sich ! Ich hatte es immer im livechat erwähnt und jedesmal krieg ich dann per Mail die Frage warum ich das Jo to lösche .

können Sie nicht den livechat anfordern, weil dies definitiv von denen archiviert wurde !

Thank you very much, andreastueker, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello andreastueker,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 24Slots Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Please note that, the player contacted us in September, stating that he wishes to delete his account, but did not provide any reason for it. Our relevant team contacted him requesting clarification as this is a standard procedure so we may be aware how to properly proceed.

Once he provided us with a gambling related reason he was directed to submit it to the proper e-mail address so that the responsible team can assist him accordingly, which he did not do.

Additionally, the player sent an e-mail to our customer support team on 07/11/2024, stating that he wishes to close his account due to gambling related reasons. Please note, that his email was sent by the player to the general support queue, where there are a significant number of emails and it took some technical time for his request to be reviewed. This is precisely why we have a dedicated e-mail address.

On 16/11/2024, after contacting us via chat, the player was advised to send his properly formatted request to the designated e-mail address. After he did that, his request was processed within 5 business days - on 22/11/2024, which is in line with our Terms and conditions: https://24slots.com/pages/terms-and-conditions

The player was informed on the same day, that his account is closed.

We hope that the information above will help to clarify the matter. 

Kind regards,

24Slots Casino

Dear andreastueker,

Can you comment on the statement provided by the casino? The evidence you have provided us confirms the casino's statement that you have sent an email to the correct email address on the 17th of November.

Dies entspricht definitiv nicht der Wahrheit!

Ich habe seit Monaten denen geschrieben das ich aufgrund meiner Spielsucht das Konto löschen möchte. Ich habe schon am 17.04.2024 eine email an die zuständige Abteilung geschickt. Diese Email habe ich nun an Sie weitergeleitet.an Viele Anfragen liefen über den livechat, der mir immer versichert hat, das meine Beschwerde an die richtige Abteilung weitergeleitet wird.

Als ich Sie um Hilfe gebeten habe, wurde das Konto innerhalb eines Tages gesperrt!

Ich habe von Spielsucht geredet, und mir wurde dann von der zuständigen Abteilung was von Freispielen und bleiben Sie noch hier erzählt.Wir werden ihre Treue belohnen usw.

Dear 24Slots Casino,

I have received evidence from the player, suggesting he contacted you on the correct email address on the 17th of April. Did you receive such emails?

Dear Michal,

Upon further checking, we can confirm that the player reached out to us on the day he mentioned, however, when our relevant team contacted him to request the necessary documents, the player refused to cooperate.

This standard procedure is required for security purposes, ensuring that the individual submitting the request is in fact the account owner and enabling us to make the necessary changes to the account. 

Kind regards,

24Slots Casino

Dear 24Slots Casino,

Thank you for your reply. Since you have acknowledged that the player made a correct self-exclusion request due to gambling addiction on the 17th of April, I believe that a few things should be mentioned here.

It is imperative that when the casino acknowledges the self-exclusion request, and there is also a gambling problem mentioned, there should be immediate steps taken in order to protect the player. Casinos have both the right and the responsibility to step in when players show signs of struggling with gambling-related issues. If someone expresses concern about their gambling behavior, casinos should take action to limit their access - even if their verification isn’t fully completed yet. That’s the whole point of self-exclusion: to protect vulnerable players and prevent further harm.

To make this happen, casinos need clear processes in place that prioritize quick action and effective support for players at risk. This isn’t just about ticking off a regulatory requirement - it’s about truly committing to player safety and fostering a responsible gambling culture.

By putting player protection above paperwork, we can make sure self-exclusion policies do what they were designed to do: give people who need help the support they deserve and create a safer environment for everyone.

With situations like this, the right course of action would be limiting the player's account functions, namely the ability to make deposits and also the ability to play, until the player complies with the KYC procedure. As soon as the player is verified, the account could be permanently closed.

With all of the above being said, I believe the player should be refunded his deposits made from the 22nd of April forward if we take into account a reasonable timeframe for you to deal with the self-exclusion request, since the player sent a correctly formatted self-exclusion request mentioning a gambling problem, to the proper email address, which you've acknowledged, on the April 17th.

I am looking forward to hearing your opinion on this matter.

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.

Dear Michal,

Your patience is much appreciated. We would like to let you know that we're still looking into the case internally and that some additional time will be required.

Thank you in advance!

Kind regards,

24Slots Casino

Dear 24Slots Casino,

Thank you for the update. We are waiting for your answer.

Dear andreastueker,

I have been informed by the casino that you declined their refund offer of €887. Please note that in cases involving self-exclusion due to gambling addiction, eligible players are entitled only to a refund of their deposits, minus any successful withdrawals. In your case, two successful withdrawals were made, resulting in the eligible refund amount of €887.

Could you please clarify the reasons for declining this offer? Be advised that rejecting the proposed refund may lead to the dismissal of this complaint. I strongly recommend reconsidering the offer to ensure a satisfactory resolution.

ich wollte nur ein Auszug der Transaktionen haben

dann soll es so sein

dann nehme ich die 887 Euro an

Great to hear this, please, keep me updated until you receive your payment, so we can close this complaint as resolved. I will be waiting for an update from you.

Ok, wann gedenkt 24 Slots das Geld zu überweisen ?

I have been informed by the casino that they will message you for confirmation and as soon as they get that, they will proceed with the payment.