EUSLOT Casino - Player's account was blocked.

I won a measly sum of EUR62. I passed the verification checks easily. However, when I went to cash out my winnings, they kept cancelling them. I contacted customer support who asked me to make another deposit and wager x3. I said there is absolutely no need to do so and I just want my withdrawals. Mid-conversation, the customer support agent blocked my account. I emailed them to ask why they closed my account as I have funds for withdrawals.

They emailed back with "we closed your account as requested" which isn't the case. So now I'm without my account or my winnings or my deposit.

Dear Meh5005,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Please allow me to ask you a few questions so I better understand the situation.

Could you please explain if your winnings were achieved with the help of a bonus? Have you requested your account to be reopened after it was blocked? Which games have you played in the casino? (slots, live games, multiplayer)

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Many thanks for getting back to me. I can shed more light on your questions:

Could you please explain if your winnings were achieved with the help of a bonus?

No, I didn't claim a bonus and all the wagering had been completed. When I requested a withdrawal, they told me I needed to make a deposit via another payment method and wager x3 as somehow bank card withdrawals were not available. Just to be clear, withdrawals to bank cards were available up to this point. I've come across this tactic before, so when I said that it was not fair, my account was blocked mid-chat.

Have you requested your account to be reopened after it was blocked? Which games have you played in the casino? (slots, live games, multiplayer)

I did, but since my account is blocked, they only reply to me via email and refuse to deal with me via chat. I asked why the account was blocked. They replied that my account was closed as requested. When I pointed out that I didn't request an account closure, they told me that they would be looking into it, but they refused to address the fact that I had money in the account. I was playing slots only. All wagering was met, so there was absolutely no reason for this.

Now they are claiming that since i self-excluded from casinos forming part of the network I shouldn't have been allowed to play. Basically, they were okay with taking my money, but the problem only arose when I went to cash out my winnings.

So far, they have not refunded my deposit.

Could you please specify what is the nature of your self-exclusion? Did you self-exclude yourself due to gambling problems in an MGA-licensed casino previously for a specified duration?

Would you be able to forward the messages from the EUSLOT Casino to your regarding the issue to my email at tomas@casino.guru? Alternatively, post them here.

I'll await your reply.

Hi Tomas. If I have a bad experience at a casino, I just self-exclude. I don't have any gambling issues, and to be fair, they still allowed me to sign up for an account and make a deposit. They even sent an email encouraging me to make more deposits. They only blocked me after I went to cash out my winnings.

I would happily send you my emails, but to be fair, there is nothing to write home about. They keep telling me to wait for the appropriate department to get in touch. I've still not received either my winnings or deposit.

I also have no emails confirming I met the verification checks. However, I will send you everything I've got.

Thank you very much, Meh5005, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Meh5005,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite EUSLOT Casino to join the conversation and participate in the resolution of this complaint.

Dear EUSLOT Casino,

Can you please provide more information regarding the case? If the player's account has been blocked due to self-exclusion reasons, isn't the player eligible to have their deposit refunded at least?

Thank you.

Best wishes,

Tomas

Dear Meh5005 and Casino Guru Team, 

We would like to share more information regarding this situation. 

The player's account was closed in all N1 Interactive casinos. The reason is a request made in 2020 by Meh5005. Unfortunately, the player managed to make a deposit and use the funds before the account was locked by the system.

After that, we requested bank information to initiate the refund procedure. On March 28, 2023, at 13:45 UTC payment was processed and the player informed. In spite of asking Meh5005 to confirm that the funds were received, we have yet to receive any confirmation from the player's side.

Taking into account the aforementioned, we believe that this complaint can be now closed as the situation has been resolved. 

Thank you for your cooperation!

Best regards,

Euslot Casino Team

Let's not play dumb. I used the same email to sign up for an account. Don't give the impression I signed up using another email account. Secondly, you only locked my account when I went to cash out my winnings. If I continued to make deposits and never cash out, there would have been no attempts on your part to shut down my account.

If I self-excluded in 2020, then you had 3 years to have my email self-excluded on your casino site. You are just angry that I called you out on your scam.

When they asked for my information to repay the deposit, they also pretended not to know what a 'disposable bank card' is and at first, wouldn't accept my bank account statement as proof. What a mess!

Dear EUSLOT Casino,

I have to admit if players are self-excluded across all platforms, then you shouldn't let the players play and make deposits, especially after you have verified them (you've had all the necessary details of the player).

Meh5005,

We are sorry that the casino was late discovering you had already been self-excluded in all N1 Interactive casinos. However, we believe that you have received your deposits back as the casino claims above.

Can you please confirm that this is correct?

Thank you.

Kind regards,

Tomas

I have received the deposit, but obviously, I also lost out on my winnings which makes this an unfair casino. The only reason I got refunded is because I opened this on here in the first place.

Thank you, Meh5005, for your confirmation.

As I have mentioned above, this is a result that we should be satisfied with. It's not a standard for casinos to pay out also winnings. I can only say I'm sorry that the casino was just too late. I also want to recommend you not self-exclude yourself when you have a negative experience with the casino, of course, only when you don't have any gambling issues, as you have already confirmed. You can just close your account, and you will avoid situations like this in the future.

Considering the whole situation, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas