GoSlot! Casino - Player’s requesting a full deposit refund.

I have been self excluded from all gammix casinos but managed to play on goslot. I told them I was banned from the other casinos and i havent got my money back in a month. They just say the case is open and I Will get an answer but I aint.

Dear Albin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the License Validator on the website and this is what I found (here):

Could you please affirm that you’ve used the same credentials to open your new account as with the previous ones? What was the reason to self-exclude from the other casinos?

Please forward any relevant communication and supporting evidence to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Additional comments from the player:

"Did not want to play more at the moment and I have not been able to create an account at any other casino with a gammix license apart from goslot"

Thank you, Albin, for your email. Could you please forward any supporting evidence?

What kind of proof do you want? Is only blocked at each casino ..

Any confirmation from a sister casino that your account has been permanently blocked due to a gambling problem would be ideal. Thank you very much in advance.

Perfect, thank you very much. One last thing, before we'll contact the casino, could you please forward your cashier/deposit histor?

But the disputed amount is €350. How much did you deposit in this casino, please?

Put in 2700 apparently ..

Dear Albin,

Sorry for asking but are you sure that all 4 payments were for the same casino? The first one has a different ending. (*00790). Have you saved, by any chance, your cashier history from GoSlot! Casino?

I have deposited 335 euros according to live support

Thank you very much, Albin, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Albin.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

A very good afternoon to you Albino,

Many thanks for reaching out to us, I am sorry to hear you have been having issues.

For the refund request, can you please confirm if there have been any actions in terms of refunds or funds received by yourself to date?

I am aware of the timescale for acknowledgement of the complaint, however I wished to check with you first of all what the last course of action undertaken was.

I look forward to hearing from you and getting this resolved, thank you for your time.

Wishing you a wonderful evening in advance,

George

Hey! I have not received anything back. The only thing you have said is that the matter is open but I have not heard anything from you in the last month.

Dear GoSlot! Casino team.

May I kindly ask you to react?

This is how they have done every time .. real cheating company

Hi Albin,

Apologies for the delay in response on your case, there seems to be some confusion on the amounts which you have deposited and amounts which have been processed back to you.

We have been trying to return players funds to them via the deposit methods used, however we are having the funds returned to us by Trustly when we have tried to do so.

Furthermore our records show that you have made a withdrawal which exceeds your deposits - This means in essence for us to refund you, you would need to return the winnings to us to make the correction.

Effectively you are up, according to your records.

Can you please confirm the withdrawal amounts to casino guru via bank statement?

Thanks in advance,

George

Yes, it's true that I made a withdrawal. But still I should not have the opportunity to even play on your side? It was pure luck that I won had just as well been able to lose all my money, it is the principle that I am self-excluded from all gammix casinos. Would like to have the deposits back as goodwill.

I also played before on zincra where I got back my 80 eur which I put into goodwill for the same reason as this.

Good morning to you Albin,

Thank you for getting in touch.

I understand that you are confirming you have won the funds, which is an amount of €500, and you are still wanting the refund of your funds. For us to return your funds, we would need you to return your winnings at which point we would arrange the refund for you. It wouldn't be the case you get both.

I appreciate that another company returned your funds, however this was a return of a deposit made, and not a goodwill gesture so to speak.

Your options realistically at this stage are to keep the funds you have of €500, or return those for a full refund of €337.

I look forward to hearing from you,

George

Dear albin.

Please, could you react?

Shit in it then, think it's very bad by a well known operator.

Hello albin.

I am very sorry, but the casino is right in this case. Of course, you should not have been able to get into GoSlot! Casino in the first place. But, when something like this happens and the self-excluded player manages to deposit in the brand where he should not be allowed. The casino is obligated to return all his deposits. 

Since you have already received the winnings above the deposit refund amount, you have no right to receive further funds. Therefore, I am forced to reject your case.

In case you do not agree with our decision, you have every right to contact the regulatory. I will gladly help you with it. If you have any questions, you can reach me at my email address (jozef.k@casino.guru).

Kind regards, Jozef