The player from Germany had an active self-exclusion in a sister casino due to a gambling problem. He believes that he shouldn’t have been allowed to open a new account with GoSlot! Casino. The player received a refund for the disputed deposits and confirmed that the case was fully resolved.
GoSlot! Casino - Player’s requesting a full deposit refund.
Amount: €890
GoSlot! Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
the following .. I am blocked due to gambling addiction at several sister casinos and could continue to deposit here on Goslot. The case has been checked for a week now and when I ask, I only get the standard answer that there is nothing new. I have the confirmation from cashimashi Casino that I am banned from all casinos with their license due to gambling addiction.
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2 years ago
Dear Deniz,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. When and for how long you have requested a self-exclusion in sister casinos? What was the reason, please?
Additionally, please forward your cashier/deposit history from GoSlot! Casino. My email address is petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hi there,
At cashimashi Casino I reported a player ban due to gambling addiction, which I received again from
chat at cashimashi confirmed, I have already uploaded this screenshot here.
I can no longer access my goslot account because I was blocked, can I get the payment history from my online banking?
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2 years ago
Thank you very much, Deniz, 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.
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2 years ago
Translation
Hi there,
Thank you very much, I'll be waiting for your colleague to reply.
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2 years ago
Hello Deniz.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Translation
Would it be possible to request the complete deposit history from the casino?
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2 years ago
A very good morning to you Deniz,
Many thanks for getting in touch with us, I am sorry to hear you have been able to deposit whilst under an exclusion.
I have already taken the details of your case today, and will be looking into this matter for you.
Please bear with me whilst I match up the records, and then I can look to get a solution to this for you.
Thank you in advance for your patience, I will be back with an update as soon as I have received one.
Wishing you a great day in the meantime, speak soon.
Warm regards,
George
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2 years ago
Translation
Hello GoSlot,
can you please post my entire payment history here
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2 years ago
A very good afternoon to you Deniz,
Thank you for your patience whilst I have looked into this matter for you, it is much appreciated.
We have requested some details from you so that we can initiate the refund on to your account, I believe the request should already be with, however if not it is on it's way, today.
With this information in mind, do you still require me to obtain all your deposits? Apologies, I am only seeing your request now.
I look forward to hearing from you, speak soon.
Best,
George
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2 years ago
Translation
I have already answered the email.
yes please send me the entire payment history
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2 years ago
Hi Deniz,
The account from my side shows an amount of €890.00 in deposits on there.
If you believe that this is NOT the correct amount, can you please send us a bank statement highlighting the additional transfers? This would allow us to mark the transactions of one by one rather than re-escalating, adn we will be able to ensure we keep any delays to the bear minimum.
I have requested a list of ALL your transactions, which we can use against the bank statement as well, to prevent any confusion on cancelled deposits/withdrawals, abandoned efforts and so on.
I look forward to hearing from you soon,
Best wishes,
George
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2 years ago
Translation
Ok, I have answered your email and sent you my bank details by email, I now hope for a transfer and processing on your part as soon as possible
Thanks very much
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2 years ago
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Current status:
I received an email yesterday morning in which I should send my account details. I answered them directly, and since then it's been silent again and I don't get an answer when my money will finally be transferred.
This game has been going on for two weeks now
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2 years ago
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I have all the documents in the Goslot by email
requested sent directly, and so far still no response from the casino
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2 years ago
Good afternoon Deniz,
Thank you for getting in touch, it is great to hear from you.
We are currently in the process of obtaining the details from you, I have the last record of contact from our side at 17.23 CET yesterday, less than 24 hours ago.
We are currently working on getting a wire transfer arranged as your initial payment method is no longer allowing us to send funds to you.
If you have sent the relevant details they will need to be passed for checks and then the refund will be processed accordingly. Please allow us some time to check the information, and all being well we will have the funds sent out by latest, early next week.
I appreciate your patience, and hope you have a pleasant evening ahead.
Best wishes,
George
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2 years ago
Translation
What does my original payment method mean that you won't be able to transfer money there? I paid in with this account and also sent you the data from my bank with the account number.
first contact was already on November 24th, soon it will be 3 weeks, so you had enough time to carry out a simple transfer, unfortunately you are only held off with empty promises
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2 years ago
Hello there,
Dear GoSlot! Casino team and George.
Thank you very much for your cooperation in this case.
Dear Deniz.
Please, inform us when you receive the funds. I am extending the timer by 7 days.
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2 years ago
Translation
I will notify you here, according to the statement it should finally be transferred at the beginning of this week.
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2 years ago
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Hello GoSlot,
has the money already been transferred? It was said at the beginning of the week at the latest, tomorrow is then already in the middle of the week.
I ask for feedback on this
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2 years ago
Dear GoSlot! Casino team.
May I kindly ask you to react? Are there any further problems?
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2 years ago
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There is still money in my account, nobody at the casino reacts anymore, not even by email.
very lousy delaying tactics that the casino uses, this casino is really not to be recommended, I'm really annoyed and pissed off so slowly how much they let themselves with it
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2 years ago
Good morning to you Deniz.
Thank you for getting in touch, I appreciate your time with this matter.
The team had advised there was documentation to be sent in, unfortunately in terms of format etc., (must be legible, show 4 corners and so on) I have no control over. Once these documents are received and approved then we can get to processing the funds for you, however we must comply with the rules set out from the AML and Responsible Gaming teams.
I look forward to getting these pushed to you, and have requested the teams keep me up to speed with the progress on there today.
Should you need anything else, please do not hesitate to contact me and I will do what I can.
Wishing you a great day,
George
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2 years ago
Translation
I have already sent the account statement as a pdf and one of the support staff said that this has already been forwarded to the responsible office.
I now hope that the transfer back finally works and that all the stress for me is over. Please send me a confirmation as soon as the transfer has been made.
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2 years ago
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Hello Goslot,
What did your team tell you yesterday about this? Has the money finally been transferred?
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2 years ago
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Still NO money in my account, George doesn't seem to really care either, it's a shame about the very poor support from this casino.
I'm slowly no longer believing that they will refund my money
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2 years ago
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Hello casino guru,
I asked again by email and it continues to say that it is being processed and that they cannot give me any updates.
Would you recommend me to file a complaint with the gaming supervisory authority, because it can no longer be the case in the meantime, this inherent tactic is really the last thing against a gambling addict.
do you have an email address from a complaints office where I can complain?
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2 years ago
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I still haven't received my money and the timer has expired
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2 years ago
Dear Deniz.
I recommend you to stay patient since there are holidays, everything may take more time because of vacations. I am convinced that the casino team will do their best to transfer the funds.
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2 years ago
Dear GoSlot! Casino team.
May I kindly ask you to inform us about the situation?
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2 years ago
Translation
Money is in the account, subject can be closed.
thanks to the casinoguru team
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2 years ago
Dear Deniz.
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
