Slot Mafia Casino - general discussion (page 3)

This is already the second timer for the casino.

They were able to reply before, but now they've made a mistake and hardly reply anymore.

Unprofessional - in my opinion.

What happens if you don't reply?

Oh, I hate to say that, but if the casino decides not to respond, the complaint will be closed as unresolved, I'm afraid. 🙁

We will not be able to help you proceed further with the winnings claim, and the casino will, therefore, be given black points based on the equivalent of the disputed amount.

I'm shocked to see a casino with such a reputation ignoring your complaint, though.

I'm absolutely speechless, since they already replied once. Very strange...

I also find it very odd. I even triple-checked the complaint thread earlier, because I spotted a response and then nothing else at all. There is still a slim chance that the casino has contacted Matěj directly—I mean, outside the complaint thread. Though it is just a possibility, I have no means to check that right now. 🙁

In other cases, they replied to other users a few minutes ago. I'm not getting any response…

I agree that it looks unpromising. It's best to wait for an update from Matej, I reckon. I'm sorry to see this development, but it is still not a closed case. The rating is high, so I wonder why they would ignore the complaint at this time. To me it makes no sense. Do you know what? I'll dig a bit.

It must be frustrating, and I just can't leave something that does not make any sense alone...

I went to Matej and frankly, I received grave news. The casino representative stopped responding to Matěj shortly after he explained the mistake the casino made regarding responsible gambling practices. I fear the management is unlikely to change the views on this. Matej has been exploring alternative methods to reach out to the casino's staff in an attempt to resolve the issue...

Thanks Radka,

So, as we suspected, they are deliberately no longer responding. But it's good to have this case public.

I find such behavior ridiculous. This behavior has truly infuriated me, as it seems a number of operators have taken it upon themselves to exploit vulnerable players. We had a special call about that earlier today, and I honestly do not know what to say. It is getting worse this year. We were talking about many reputable operators.

Hello Radka,

Realistically, we don't have a chance anymore, do we? It's frustrating; I always thought you should own up to your mistakes. I was ready to find a peaceful solution.

Could you post a link to my case here? I'd like to protect players if there's not much else I can do. I've already asked Matej to make my case public.

Of course, the complaint is right here:

https://casino.guru/complaints/slot-mafia-casino-player-s-account-was-improperly

(I left the link in the english version; hence, it can be Googled more easily for everyone.)

Well, one day left. Matěj is trying to contact their affiliates to let them know about the complaint too.

Thanks,

To what extent could partners intervene? Is this even possible?

I'm speechless; the player should always come first. I'm simply being ignored here.

They have just replied!

I bet the affiliate team managed to help push for cooperation. 🙂

Perhaps there is still hope for a fair outcome!

Hello Radka,

They agreed to a refund on Wednesday, but as of now, no refund has been received.

So, please let us know how it continues.

Hi Romi,

I am currently waiting for confirmation of my documents and the associated payment of the refund.

Overall, I am positive, as Slot Mafia has already responded to my email and informed me which documents they require.

Best regards

I like your positivity, and I hope that everything will be resolved soon.

Have you already sent all the documents?

We'll wait for your update.

Hey Romi,

I have provided all the documents and received an email this morning confirming that the request has now been received by the finance department.

Best regards ☺️