SlotMonster Casino - Player’s account remains open despite self-exclusion request.

Guten Tag,

ich habe mich am 06.03.2024 Lebenslang sperren lassen ,,wollen". Ich habe also eine email an den Support geschickt. Trotzdem ist mein Konto heute noch eröffnet und ich konnte weiterhin einzahlen was ich auch tat, natürlich habe ich alles verloren, aber jetzt stellt sich mir die Frage ob das überhaupt rechtens ist, da ich mich aufgrund meiner Spielsucht wie ich es dem Support auch per Maul mitteilte, sperren lassen wollte. Ich habe heute nochmal sehr viel Geld verloren. Ich bitte Hilfe.

Vielen Dank

Dear lkjol,

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 along with the casino's responses? My email address is [email protected].

Thank you very much in advance.

Best regards,

Veronika

Dear lkjol,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.