The player from Austria had deposited significant amounts at multiple casinos, including Slotsgem, National Casino, and Rolling Slots, but lost her funds and did not receive responses to her refund and self-assessment requests. She sought assistance in closing her accounts and recovering her money due to a gaming problem. It was determined that since the player informed the casino about her gambling addiction only after losing her balance, a refund could not be requested. The casino confirmed her account closure, and the complaint was considered resolved and rejected by the Complaints Team. The player was advised that assistance was available for any future issues with casinos.
SlotsGem Casino - Player is facing issues with deposits and refund requests.
Closed
Our verdict
Unjustified complaint
Amount: €4,300
SlotsGem Casino
Safety Index 6.6 Above averageCase summary
Discussion
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4 weeks ago
Translation
Hello, I deposited 2700 euros at slotsgem casino and lost it.
Since I requested a refund and applied for a self-assessment, I have received no further response from them.
Similarly, at National Casino, I deposited 650, lost it, and submitted a self-assessment request with no response.
Similarly, at Rolling Slots, I deposited 1000 euros and lost it all.
I haven't received any feedback. Can you help me close my accounts and get my money back, as they aren't responding to my emails? It's the same provider, and I have a gaming problem.
Email address used: [personal information hidden by Casino Guru]
Edited by a Casino Guru admin
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3 weeks ago
Important notice:
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify when exactly you requested to be self-excluded from this casino? Was this before you made your deposits and experienced losses, or only after your balance reached zero due to your gambling activity?
- Kindly forward me the email containing your account closure request that you sent to the casino at veronika.f@casino.guru. Please also include the casino's response and any subsequent communication regarding this matter.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationHello, after I made the deposit and lost everything, they closed my account immediately after I threatened them with a lawyer. Since then, I haven't heard anything; they aren't answering my emails regarding the self-exclusion and refund.
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3 weeks ago
TranslationPlease correct me, I forgot to mention that I applied for self-employment after a loss of 2000 euros.
I no longer have the email I sent.
Hello, I initially deposited 2000 euros and then applied for the first self-exclusion, but the casino did not respond.
Unfortunately, I was able to deposit another 2300 before they closed my account, which was already at zero. I threatened them with legal action and received an email response stating they would not refund my money (email dated June 19th, but found in my spam folder). The response contained terms and conditions, etc., confirming that my account was permanently closed but that they would not refund the money. I am forwarding this information to you.
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3 weeks ago
Dear Diana24,
Thank you for your replies and for providing the email containing your self-exclusion request.
Unfortunately, since you informed the casino about your gambling addiction only after you had already lost your balance through regular gameplay, we are unable to assist you with a refund request. Please note that we would only be able to request a refund of lost deposits if the casino had been informed about your gambling-related problems beforehand and still allowed you to continue depositing and gambling despite being aware of your situation and your request for account closure.
Since the casino has confirmed that your account is now closed, we consider the matter resolved from our side.
We will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards
Veronika
