HomeComplaintsGoSlot! Casino - Player is asking for a deposit refund.

GoSlot! Casino - Player is asking for a deposit refund.

Amount: €650

GoSlot! Casino
Safety Index:High
Submitted: 28 Dec 2021 | Case closed : 07 Feb 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Germany has self-excluded from a sister casino. Despite this fact he was able to open a new account at this casino. The casino blocked his account and promised to refund the player's deposits. A month passed, but the player's deposit hasn't been returned. The player stopped responding so the case was rejected.

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2 years ago
Translation

Hi, everyone,


In August of this year I was playing at a casino belonging to the Gammix group (Blu Vegas).

After I lost a lot of money in the "intoxication", I had myself blocked at the casino with the exclusion type "gambling addiction". When I asked for a ban, I asked to be banned from all casinos in the group and not allowed to play.

The lock worked too. As requested, I was no longer able to register in other casinos in the group.


Since I have a gambling problem, as mentioned above, I looked for a casino again and went to the GoSlot! Casino encountered.

This also belongs to the Gammix group. In this casino I was able to register and also play.


After depositing € 650, I won and wanted to make a withdrawal. For this I had to go through the KYC process. It then became apparent that I had already asked for a group-wide exclusion in another casino in the group and the account was closed.

The finance team offered me a refund for my deposits four weeks ago. I agreed to that.


Then nothing more happened. In the chat I am always told that my request will be passed on and case numbers will be thrown around wildly ...

Automatic translation:
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2 years ago

Dear Joshua,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you no longer have access to your GoSlot! Casino account?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

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,

Kristina

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2 years ago
Translation

I sent the communication to the email.

Automatic translation:
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2 years ago

Thank you very much for your email and reply, Joshua. Would you be so kind and also forward me your self-exclusion request from BluVegas Casino?

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2 years ago
Translation

Since I no longer have the original application, I asked again in the chat today.


I sent a mail with the chat.

Automatic translation:
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2 years ago

Could you please confirm you used the same personal details (name, home address, email address, phone number, etc.) to register at GoSlot! Casino as in BluVegas Casino?

Edited by a Casino Guru admin
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2 years ago
Translation

I used the same data. I was forwarded to the data protection officer for information.

According to the chat, he now has 30 days to process my request.


Does the request bring anything? The time for the complaint has long expired.

Automatic translation:
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2 years ago

Thank you very much Joshua for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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2 years ago

Hello Joshua.


Thank you very much for sharing your negative experience with the Casino Guru team. We are now going to reach the casino team.

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2 years ago

A very good morning to you Joshua, and to you Casino Guru team.


Thank you for notifying me of the above issue, I am sorry to hear that you have been able to play whilst under an exclusion.


I am going to look into this case straight away for you, @casinoguru, would you please be as kind to send me the player ID for our back office to help speed up the process to the usual address? Many thanks in advance.


I look forward to getting this resolved for you, thanks again for your time.


Warm regards,

George

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2 years ago

Joshua, please, could you specify your ID/login/username? Be aware that it will be marked as sensitive (invisible to the public).

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2 years ago
Translation

It looks like the casino found my account with no username.


I received an email today, according to which I should verify myself.

The documents are uploaded there. I should hear something new in 48 hours (at the latest).

Automatic translation:
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2 years ago

Hey Joshua.

Please, is there any new information?

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2 years ago

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame, we will reject your complaint.

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2 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

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