GetSlots Casino - Player's account handling after self-exclusion is in question.

I am submitting this complaint regarding Get Slots and their handling of my existing self-exclusion.

I want to make it very clear that this complaint is not about the general risks associated with gambling, nor am I claiming that I should not be responsible for my decision to gamble. My complaint is specifically about the casino's handling of a self-exclusion that was already in place and that Get Slots subsequently acknowledged.

My self-exclusion from Anjouan Internet Gaming License operators had been in place for more than two weeksbefore I accessed Get Slots.

Despite this, Get Slots allowed me to access the casino, deposit funds, and gamble. I deposited a total of $1,050.

Approximately one hour after I began playing, Get Slots acknowledged my existing self-exclusion and subsequently closed/restricted my account.

This is the key issue: the casino acknowledged that my self-exclusion existed, but only after allowing me to play and accepting $1,050 from me.

If my self-exclusion was valid and applicable to Get Slots, then I should not have been permitted to access the casino and make deposits in the first place. The fact that the casino eventually recognized the exclusion does not change the fact that it had already accepted my deposits and allowed me to gamble for approximately an hour.

Following this, Get Slots also requested my banking information, which I provided. However, despite acknowledging the situation and requesting my banking information, I have now been left without a meaningful update or resolution.

I therefore believe I am entitled to the return of the $1,050 I deposited after my self-exclusion should have prevented me from accessing the casino.

Again, I want to emphasize that I am not making a complaint about gambling itself or attempting to avoid responsibility for gambling losses simply because gambling involves risk. The issue is that I had already taken the specific step of self-excluding, that exclusion had been active for over two weeks, and Get Slots ultimately acknowledged it themselves.

The casino should not be able to accept my deposits, allow me to gamble for an hour, and then only recognize and enforce the self-exclusion afterward.

I am asking Casino Guru to investigate whether Get Slots properly honoured my existing self-exclusion and, if not, whether the $1,050 deposited during the period in which I should have been excluded should be refunded in full.

I am simply seeking a fair resolution and the return of the $1,050 that was accepted from me despite my already-active and subsequently acknowledged self-exclusion.

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Dear Jenai,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you have experienced with Get Slots.

To better understand the circumstances of your case, could you please clarify the following:

• Could you please provide evidence of the self-exclusion you had in place before registering/playing at Get Slots, including the date it became effective and any information showing which casinos or operators it covered?
• Could you please provide the communication in which Get Slots acknowledged that your existing self-exclusion applied to your account?
• Could you please confirm whether the entire $1,050 was deposited and lost before Get Slots restricted your account?
• You mentioned that the casino requested your banking information. Could you please send us the relevant communication showing what the casino requested and whether they explained why they needed these details?

You may attach the screenshots and communication directly to this complaint thread or send them to my email at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I sent you an email with screen shots @karla

Its now been a week and I keep getting the same email that they're working on it I believe they're just delaying

Dear Jenai,

Thank you very much for providing the additional screenshots and communication.

I can see that GetSlots has informed you that your refund will be processed once the required verification is completed. Could you please confirm whether you have already provided all the requested banking information and verification documents? If so, when did you submit them?

Additionally, just to make sure I understand correctly, do you have any evidence confirming that your Anjouan self-exclusion was successfully activated before you registered and played at GetSlots, or did you never receive any confirmation or other proof of the self-exclusion?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I provided all the information to them over a week ago and they just keep giving me the same generated response. I want this process completed, I do nor as anoujuan is silent but I filled the exclusion out on their sheild page and get slots acknowledged it as they excluded my account

They keep giving me the same generic response I was told it was being worked on now im being told im not its been 3 weeks

Hello Jenai,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Can no one else help.

HELLO

Dear Jenai,

Thank you for providing the additional documentation and for your patience.

I understand that you have not received confirmation of your self-exclusion from Anjouan. However, to investigate your complaint further, we need evidence that your self-exclusion was submitted and became effective before you registered and played at GetSlots.

Could you please provide any available evidence, such as a screenshot of your self-exclusion request submitted through Anjouan's Shield platform, confirmation of your submission, or any correspondence with Anjouan showing the date of your request?

If you do not have any of these documents, please let me know whether you have contacted Anjouan to request written confirmation of your self-exclusion and its effective date.

Thank you very much for your cooperation.

Karla M.

Anjouan sucks and doesn't have that I have get slots email informing they were wrong

They now just keep giving me the same response after they said id get a refund

Dear Jenai,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej L., (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Jenai, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of GetSlots Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Dear Jenai,

We would like to inform you that our casino does not operate under the Kahnawake Gaming licence, under which your self-exclusion is active. Our valid licence information is displayed at the bottom of our website and is visible at all times.

Upon being informed of your gambling-related concerns, your account was immediately closed, and we have taken steps to ensure that any future accounts are also blocked.

At the time of closure, your account still had an active balance. Therefore, we requested the necessary credentials and documentation for KYC verification, including proof of address, identification, and a bank statement. Your documents are currently being reviewed, and we will inform you of the outcome shortly.

As previously explained, we are unable to issue a refund for all losses. Our services operate strictly in accordance with our Terms and Conditions, and the self-exclusion you mentioned did not automatically apply under our active licence. The funds in question were used fairly across various games.

However, we will proceed with the refund of your remaining active balance once the verification process has been completed.

We understand that this may be a difficult situation, and we appreciate your patience and understanding. Should you have any further questions, please do not hesitate to contact us.

Kind regards,

GetSlots Casino

Dear GetSlots Casino, could you please double-check your statement? The player has mentioned being excluded via Anjouan Gaming, not Kahnawake. Thank you.

Hello,

We apologise for the mistake. The rest of the statement remains true, as our casino operates under a Curaçao gaming licence, and the self-exclusion the player enrolled in automatically blocks registration across the Anjouan-licensed network.

The availability of the Services should not be construed as an invitation or encouragement to gamble, particularly for individuals who have requested self-exclusion.

We offer a variety of self-exclusion tools in the player’s account, and as soon as we were notified of the gambling addiction, the account was permanently closed. The option to create a new account was also disabled.

The refund of the remaining funds is still being processed, and we will inform you as soon as it has been completed.

Thank you for your understanding.

Best regards,

GetSlots Casino

This is very incorrect as I never myself let your site know about the issue. I got immediately logged out once you realized u messed up cause i had a block in place and should have never been able to sign hp in the first place. You're giving false information

Dear GetSlots Casino, seems like our review is out of date and I have already requested re-review, to get most up to date information.

In the meantime, I have checked the registries and GetSlots does not seem to be licensed by Curaçao. Your company is still listed as licensed by Anjouan and Tobique authorities, but not Curaçao. Can you please check with the management to see whether the CGA license is under a different name or for different project? This is important to ensure the correct procedures are followed when it comes to self-exclusion and player protection.

Also, could you pelase confirm the account has now been excluded, with no option for reopening, all marketing disabled and player's personal details were blacklisted to prevent re-registration? And do I understand it correctly that you re already processing the refund of 1050 CAD? THank you.

Dear Jenai,

In order to proceed with the refund, we also require you to provide your full address, including city, street, building number, and postal code. You may share this information in a reply to our previous email.

Dear Matej,

We have sent you an email containing further information and the requested evidence. Please review it at your earliest convenience.

Best regards,

GetSlots Casino

Thank you dear GetSlots Casino, I have responded to your message.

Dear Jenai, while waiting for casino to reply, could you pelase e-mail me (matej.l@casino.guru) all emails and conversations in which you have mentioned being addicted to gambling? Thank you.

Dear Jenai,

After a thorough review, we would like to inform you that the refund of your full deposited balance has been completed on our side.

Please note that it may take up to 5 business days for the funds to arrive in your bank account, depending on your bank’s processing time.

Thank you for your patience and understanding.

Dear Matej,

We have sent a response to your email. Please review it at your earliest convenience.

Kind regards,

GetSlots Casino

Thank yo uvery much for the confirmation and cooperation, dear GetSlots Casino. Much appreciated.

Dear Jenai, please let us know once you receive the refund, and whether you consider this complaint to be resolved to your satisfaction. If you have any further questions as well, do not hesitate to ask. Thank you.