Slot Mafia Casino - Player’s account has been closed without response.

Sent the casino a complaint asking for a refund a week ago. They have since closed my account, but have not replied or acknowledged any of my emails, nor confirmed the closure

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Dear Kajaer,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. Before we proceed with further investigation, could you please clarify why you believe you are entitled to a refund?

Thank you in advance for your reply.

Best regards,

Kristina

I am self-excluded from everywhere I can be self-excluded from, and have a gambling block set up in my bank for further protection.

However, I was able to register, deposit, and gamble without any KYC or identity verification being performed at any stage.

I made multiple rapid deposits within short periods of time and repeatedly cancelled withdrawal requests, which are clear indicators of loss of control and should have triggered responsible gambling intervention.

My deposits were processed under misleading and unrelated merchant descriptors (such as "e", "cinxtech", "solarbee"), which did not clearly indicate gambling transactions and have bypassed my bank’s gambling block.

Given these issues, I believe there has been a failure in both responsible gambling procedures and payment transparency.

I have not had a single reply or acknowledgment from the casino, not even when they closed my account.

Thank you very much for your reply, Kajaer. Could you please clarify if you informed this casino about your gambling problem before depositing? Do you currently have access to your casino account?

I obviously did not inform them of this before depositing. I do not currently have access to my casino account, as they have closed the account, as previously advised.

The point is that I should not have been able to register in the first place - they do not have a license to operate in Norway, and the use of different (unrelated to gambling) merchant codes to disguise gambling transactions (to bypass the gambling block in my bank) is a ​clear violation of EU Anti-Money Laundering directives and Visa/Mastercard Merchant Category Code (MCC) rules.

Furthermore, I have sent the casino numerous emails asking for a confirmation of the closure, a clear confirmation or rejection of the refund request, and a copy of all transaction history. I have not received a single reply from the casino

Dear Kajaer,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Furthermore, we won't engage in discussion regarding payment recipients, and we won't ask for a refund of lost funds for the reasons you ask. We believe that if the casino accepted your deposits, they have to pay out your legitimate winnings, but you also bear the losses, regardless of which payment processors process the payment to and from the casino. 

Lastly, the self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to request a refund for this specific reason.

Since you didn't inform the casino that you suffer from a gambling problem before depositing, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the 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 of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have 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.