24Slots Casino - Player’s self-exclusion request has been ignored.

Abri uma conta neste casino.

Acontece que no dia 9 de maio comecei a solicitar autoexclusão, que encerrassem a minha conta por motivos de vício de jogo. Disseram que eu tinha que enviar um email. Enviei mais de 20 emails, e atrasavam sempre: voltavam a perguntar qual era o motivo pelo qual eu pretendia encerrar a conta. E enquanto nao fechavam a conta (ainda permanece aberta!!!) eu ia gastando o meu dinheiro. Fiz depósitos de milhares de euros... tudo porque não me encerraram a conta.

Sei que é difícil, mas gostava de reaver pelo menos algum do dinheiro que gastei : (

Será que me podem ajudar?

Dear playerfromportugalmn, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to 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

Olá. Obrigado pela atenção. Já enviei email com os comprovativos.

Thank you very much, playerfromportugalmn, 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.

Dear playerfromportugalmn,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Dear Jozef,

Thank you for reaching out to us.

We can confirm that all required actions as per our T&Cs have been taken and he was informed accordingly of the closure which took place today. 

Kind regards,

24Slots Casino Team

De facto acabei de ser informado que a minha conta foi autoexcluida hoje, depois do casino guru contactar o casino. No entanto, como podem ver pelos emails que vos enviei, os pedidos ja existiam ha muito tempo, e como nunca aplicaram a autoexclusao que eu solicitei, acabei por efectuar todos os depositos que também vos enviei como prova.

Peço a vossa ajuda no sentido de conseguir recuperar essa verba.

Obrigado

Dear 24Slots Casino team,

Please, could you explain why it was only closed yesterday? Based on all the evidence provided, the player contacted your support on multiple email addresses, informing them about a gambling addiction with requests for account closure, and no action was taken. At casino.guru, we believe that when a player reports a gambling problem to the casino, their account should be closed promptly.

Também me parece importante referir que, pelo facto de nao encerrarem a minha conta imediatamente, sabendo que tenho vicio de jogo, foram depositados milhares de euros, que perdi, até que finalmente, por intervenção do casino guru, a conta foi encerrada

Dear Jozef,

As already confirmed, the account was successfully excluded on the 22nd of May. As each request undergoes thorough manual review by our specialized team, there is designated time for handling self-exclusion requests that may vary.

With that being said, we would like to bring to your attention the fact that the Player has requested and revoked their self-exclusion several times, and after their final request, the account was excluded as per our standard procedures. 

It is also important to note that during the period of pending self-exclusion, the player takes sole responsibility for any account activity.

All our actions are based on our T&C, which the user has agreed with upon registration.

Regards,

É importante referir, na sequência desta resposta da 24slots, que é verdade que eu ia solicitando o encerramento e depois pedia para não encerrar.

Porém, a partir do momento em que pedi o encerramento no dia 9 de maio, não mais pedi para nao encerrarem. E só foi encerrada no dia 22 de maio. Ou seja, passaram 13 dias (em que gastei o meu dinheiro, mesmo ja tendo pedido mais de 20 vezes que me encerrassem a conta). A conta só foi encerrada PELO PERÍODO DE UM MÊS após a intervenção do CasinoGuru).

Dear 24Slots Casino team,

these are just a few examples of when a player mentioned a gambling addiction and requested account closure. After the player informs the casino about the gambling problem, the account must be closed as soon as possible. It is not up to the revoking or further discussions, neither decisions. Such a player cannot control their actions and it is clear they are asking for help based on all communications I saw. I do believe that since you were aware of this issue, you have partial responsibility, and it is standard responsible gambling procedure to block such a player and not allow them to make further deposits in a reasonable time frame. I consider it in your case to be quite delayed, and the whole situation could have been handled better. Can you reevaluate your decision, or is it final?

Dear Jozef,

The player was informed several times, where to properly submit his request. Please keep in mind that there is one e-mail address which handles such requests. It should only be submitted to our designated email address customercare@24slots.com. This is necessary to ensure that all requests are properly handled, and none are missed, especially during high volume periods.

This is clearly stated in the Terms which the Player agreed upon registration. Furthermore to address the other accusations due to the inconsistencies with the request itself we put him under a 30 day exclusion until there is a final decision on how to proceed. We can confirm that currently the account has been excluded and will remain so. 

In conclusion we acted according to the publicly available terms, it was handled within the designated time frame and after the exclusion was put in place on 22nd of May no deposits have been made in the account. 

Regards,

24Slots Casino

Como se pode verificar por um dos prints que o Casino Guru disponibilizou, o meu pedido foi submetido ao email indicado (costumercare). Alem disso, tenho pelo menos mais 10 comprovativos de emails enviados para o costumercare, sendo que nenhuma resposta me foi dada e a conta so foi encerrada depois da intervenção do CasinoGuru e depois de eu ter gasto muito do meu dinheiro!!!!

Dear 24Slots Casino team,

I confirm that based on the second screenshot I pasted, it appears that the player followed the instruction and informed you at the required email address. Could you please respond?

Dear Jozef,

We can confirm that the email referenced in the second screenshot was assigned to our support@24slots email because the player initially sent it there. This made it challenging to properly address the player's issue.

We would like to reiterate that to request a self-exclusion procedure, the player must email customercare@24slots.com. After the player correctly filled out the request, our team contacted him and provided the necessary assistance.

All our actions were taken according to our Terms and Conditions to which the player agreed upon registration.

Regards,

24Slots Casino

Eu enviei dezenas de emails para o endereço costumercare@24slots.com, como o casinoguru pode comprovar por muitas provas que ja lhes fiz chegar. Em anexo apresento mais emails que enviei para esse endereço a solicitar PELO AMOR DE DEUS que encerrassem a minha conta. Tudo foi sempre ignorado porque sabiam que eu estava a gastar o meu dinheiro. Por favor façam alguma coisa!!

Eu enviei dezenas de emails para o endereço costumercare@24slots.com, como o casinoguru pode comprovar por muitas provas que ja lhes fiz chegar. Em anexo apresento mais emails que enviei para esse endereço a solicitar PELO AMOR DE DEUS que encerrassem a minha conta. Tudo foi sempre ignorado porque sabiam que eu estava a gastar o meu dinheiro. Por favor façam alguma coisa!!

Dear 24Slots Casino team,

It is clear that the player did send those emails to the address you specified, and including another email address does not excuse disregarding his requests.He asked for your help, and just because of this minor detail, I do not think it is appropriate just to ignore him. I believe this entire situation could have been managed more effectively, and the player should be compensated. Could you reevaluate your position or is it final?

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.

I am extending the timer by 7 days since the casino team requested more time for internal discussions.

Obrigado pela atenção

Dear playerfromportugalmn,

I need to extend the timer once more.  Hopefully, by next week, we will have a final decision from the casino.

Mas o casino tem ignorado a Questão? Ou tem estado em contacto com vocês?

Dear Jozef,

The player’s case has been examined in detail and we would like to share that all our actions are in accordance with the Terms & Conditions which the player agreed with upon registration. Our Terms & Conditions clearly outline the process and time required for handling self-exclusion requests. The review and processing involve several steps to ensure accuracy and compliance. While we strive to handle these requests as swiftly as possible, technical and operational factors may necessitate a reasonable processing time. We emphasize that our team acted within the acceptable period, as stated in our Terms & Conditions, to close the player’s account. Any account activity between the submission of a self-exclusion request and its actual implementation is the player's responsibility. This is a standard practice across the industry, as immediate action might not always be feasible due to the necessary review process. 

Our decision to deny compensation is based on the following:

- The self-exclusion request was processed within the timeframe stipulated in our Terms & Conditions.

- The player had a pending withdrawal, which was successfully processed.

- Any activity on the account during the processing period remains the player's responsibility, as clearly outlined in our policies.

While we understand and respect your perspective, we must adhere to our Terms & Conditions to maintain fairness and consistency across all cases. Compensating the player would set a precedent that contradicts our established policies and operational guidelines.

Kind regards,

24Slots Casino

Espero que o CasinoGuru tenha em consideração tudo o que já aleguei antes e que mostra que as coisas não são como o 24slots conta. Fui claramente desprestigiado e prejudicado por isso! Espero que me ajudem a ter justiça

Dear playerfromportugalmn,

I am very sorry about this situation. My opinion on the matter is clear: the situation could have been handled better, your account should have been closed much sooner, and I believe you deserved compensation. There are many examples where you mentioned a gambling addiction and requested account closure. Once a player informs the casino about a gambling problem, the account must be closed as soon as possible. You literally begged them for account closure, and simply hiding behind the T&Cs is not sufficient behavior for a casino we consider safe. I believe you did everything possible to get your account closed. You sent your requests to the correct email address and also tried the support email. Considering all the information, I am forced to close this case as 'unresolved'.

An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website.

Best regards, Jozef

jozef.k@casino.guru