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I hereby request the opening of a Chargeback procedure regarding transactions made yesterday the 13th under the name SOFEVO. Merchant Miscoding Slotspace used the disguised name SOFEVO to hide the nature of the illegal online gambling transaction by bypassing bank security. The destination of the funds is an unlicensed site in Portugal as listed by SRIJ. Self-exclusion violation. I am a citizen who has been self-excluded by SRIJ since 2022, according to the attached proof. The operator used SMS and email marketing to entice me to gamble, ignoring the legal prohibition. I contacted the bank today so that they could block the outflow of money by involving them and informing them of the illegality of the site, and they refused to refund the money still held captive. I am requesting a refund based on Visa Mastercard rules for illegal services and fraudulent merchant codes.

I have already filed a complaint Your complaint has been successfully registered and assigned the number ROR00000000045567582

Venho por este meio solicitar a abertura de um processo Chargeback relativo a transações realizadas ontem dia 13 com o nome SOFEVO. Merchant Miscoding o comerciante Slotspace utilizou nome dissimulado SOFEVO para esconder a natureza da transação de jogo online ilegal contornando a seguranca bancaria. O destino dos fundos é um site sem licenca em portugal conforme lista do SRIJ. Violação de Autoexclusão. Sou cidadã autoexcluída pela SRIJ desede 2022, conforme comprovativo em anexo. O operador usou marketing em sms e email pra aliciar ao jogo, ignorando a proibição legal. Contactei o banco hoje de forma a bloquearem a saida do dinheiro envolvindo e informando da ilegalidade do site e negaram me o a devolução do dinheiro ainda em cativo. Solicito o estorno do dinheiro com base nas regras Visa Mastercard para servicos ilegais e codigos de comerciantes fraudulentos.

Ja apresentei queixa A sua reclamação foi registada com sucesso, tendo-lhe sido atribuído o nº ROR00000000045567582

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Dear Nataliarochaxxx,

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

I have reviewed the Responsible Gambling policy and found the following:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@slotspalace.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Website cannot be held responsible for any potential losses incurred on other accounts.

Please note that self-exclusion issued by SRIJ applies only to casinos licensed under that authority. Since SlotsPalace Casino is not licensed by SRIJ, it is not part of this self-exclusion scheme. Therefore, if you wish to be protected at casinos outside of the SRIJ framework, it is necessary to request self-exclusion directly with each individual casino where you hold an account.

From our point of view, you would not be eligible for a refund of losses incurred before informing the casino about your gambling problem.

Could you please clarify the following:

• Have you clearly informed the casino about your gambling problem?
• Do I understand correctly that you have not requested self-exclusion specifically from SlotsPalace Casino?
• Do you currently have access to your casino account/Do you have an account at this casino?

When applying for self-exclusion, it is important to clearly state the reason (gambling addiction) and specify the duration of the exclusion. I also recommend using a clear subject line and keeping a copy of your request for your records.

Example:

Email subject: Self-exclusion due to gambling addiction

Player information:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings,

I am writing to request immediate self-exclusion from this casino and from receiving any gambling-related marketing materials for a minimum period of [insert duration – e.g., months/years or lifetime].

The reason for my request is gambling addiction.

I acknowledge that I will not be able to reverse this self-exclusion during the selected period and that it cannot be lifted before it expires."

Please send a new self-exclusion request to the casino if you have not done so and keep me informed about any further developments.

Thank you very much in advance.

Best regards,

Petra

Hello, thank you for opening the complaint. Here are the clarifications you requested:

About informing the casino: I did not inform them directly on this specific deposit because, as an operator that accepts players from Portugal, they have a legal obligation to consult the regulator's database (SRIJ), where I am permanently self-excluded. By allowing the deposit, they have violated the Responsible Gaming regulations of the country in which they operate.

Specific self-exclusion: I didn't ask SlotsPalace directly this time, but I reinforce that the casino uses methods to circumvent bank and legal blocks by showing transactions on the statement under the name 'SOFEVO' and not as gambling, which prevented me from identifying and stopping the transaction in time.

Access to the account: At the moment I do not have access/do not want access, I just want the return of the amounts deposited improperly (€2,328) while I was under state self-exclusion protection.

Olá, obrigada por abrirem a reclamação. Aqui estão os esclarecimentos solicitados:

​Sobre informar o casino: Eu não os informei diretamente neste depósito específico porque, sendo um operador que aceita jogadores de Portugal, eles têm a obrigação legal de consultar a base de dados do regulador (SRIJ), onde estou autoexcluída permanentemente. Ao permitirem o depósito, violaram as normas de Jogo Responsável do país onde operam.

​Autoexclusão específica: Não solicitei diretamente ao SlotsPalace desta vez, mas reforço que o casino utiliza métodos para contornar bloqueios bancários e legais, apresentando as transações no extrato com o nome 'SOFEVO' e não como jogo, o que me impediu de identificar e travar a transação a tempo.

​Acesso à conta: Neste momento não tenho acesso/não pretendo aceder, quero apenas a devolução dos valores depositados indevidamente (2.328€) enquanto estava sob proteção de autoexclusão estatal.

Dear Nataliarochaxxx,

I would like to make you aware that your self-exclusion via SRIJ applies only to casinos licensed by the Portuguese authority. By playing at casinos that are not licensed by this body, you are effectively circumventing your self-exclusion, and Portuguese (as well as EU) regulations do not apply to casinos operating under Anjouan or Curaçao licenses.

You can also self-exclude from all Anjouan-licensed casinos directly with the casino or by completing a form available via the Anjouan Validator.

Additionally, I strongly recommend installing the free app BetBlocker (https://betblocker.org/) on both your computer and mobile device to help protect you from accessing online gambling sites. For maximum effectiveness, consider asking a trusted friend or family member to set the password for you.

You may also want to block any phone numbers and email addresses that are sending you promotional materials.

If you have not directly informed the casino about your gambling problem and your refund request is based solely on your registration in the SRIJ system, there is unfortunately not much we can do for you at this time.

I am sorry that we could not assist you on this occasion.

Best regards,

Petra