The player from Germany had his account temporarily suspended due to a self-imposed ban for gambling addiction, but he was able to log in and deposit money afterward. Despite his account being closed, Skyslots casino was unresponsive to his refund request for €1000 and had not provided chat histories. He sought recognition of the error and a full refund of €2000. The Complaints Team concluded that without proof of his self-exclusion request, they could not assist further, and the complaint was closed.
Skyslots Casino - Player’s account has been closed after self-exclusion.
Closed
Our verdict
Insufficient evidence from player
Amount: €1,000
Skyslots Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
11 months ago
Translation
Hello,
I would like to make the following issue public.
On December 20th, 2024, I had myself banned from Skyslots casino due to my gambling addiction. The chat support was slow to respond and directed me to the VIP support, stating they didn't have access to my account. However, after I reiterated my gambling problem, the chat support did proceed to suspend my account. They thanked me for taking the first step and provided me with links to support organizations.
On December 24th, 2024, I was able to log into my supposedly blocked account, deposit money, and gamble it away.
The chat support team is refusing to provide me with chat histories, which I need as written proof.
When I approached the chat support, indicating that my account should be permanently closed, they once again referred me to the VIP support.
The number for WhatsApp is the same as the VIP manager from Cusco Casino, where I've also been banned due to my gambling addiction. Skyslots support denies any relation to Cusco Casino, even though the same company is behind both of their licenses.
My account is now closed, but they are not responding to my refund request, nor are they providing me with a secure copy of the chat histories.
I want the casino to acknowledge their mistake and refund the €1000 I deposited on December 24th, 2024. I should not have been able to log into my account due to my ban. Ideally, I should be refunded the €2000 I've deposited at Skyslots, as the casino or the VIP manager was aware of my ban at the sister casino and contacted me via email on December 20th, 2024, congratulating me on my VIP status at Skyslots.
Automatic translation:
Public
Public
11 months ago
Dear Kronos1995,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found:
3.10 Self-exclusion request: you can contact customer service via e-mail: [email protected], and we will assist you in closing your account. Please note, that section 3.9 above still applies to such closure requests.
Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Furthermore, do I understand correctly that you do not have any proof that you informed the casino about your gambling problem?
Looking forward to hearing from you.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
11 months ago
Translation
Hello Kristina,
thank you for your message.
I have asked the chat support and VIP manager several times to send me the chat logs. This request is either ignored or they say it is not their responsibility.
Automatic translation:
Public
Public
11 months ago
Thank you for your reply, Kronos1995. I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't save the communication and your account was closed, I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
