Ovitoons Casino - Player’s requesting a full deposit refund.

Hi

i opened an account with this casino on few months ago. I was deposited and played for a while then I closed my account because of addiction. but before I opened an account I was closed my account with their sister site Universal slots casino because of gambling addiction months ago. But I have received promotional mail from universals slots about they launched new site is called ovitoons casino. Unviersal slots casino knows my addiction, why did they send the promotional mail to me open new account with their sister site ovitoons casino.

please help to get my refunds from the casinos.

Because it’s their mistake sent the promotional mail to the addiction people. I have asked the casinos many times they are not replying.

please help me.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section of the Universal Slots Casino, and this is what I found https://universalslots.net/content/bonus-terms-conditions:

"Responsible Gaming

If you need our assistance to help you control your gambling activities there are a number of things you can do, for example excluding yourself from playing certain games and setting limits on your deposits or bets. You may do so in My Profile section of the website.

If you feel you require further help, we suggest contacting Organizations set up to support people who feel they are no longer in control of their playing activities."

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Ovitoons Casino directly?

Looking forward to hearing from you.

Best regards,

Petronela

Hi

i didn’t request self exclusion directly with ovitoons casino before lost the deposits, but universal slots sent the promotional mail after I closed my account with them,

why did they sent the promotional mail to addiction people?

I am always trying control my gaming that’s the reason I requested account closure.

I'm truly sorry, but if you haven't requested the self-exclusion from this casino directly, I'm afraid we can't help you. I would recommend sending an email including all the relevant information to support@univresalslots.net. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found https://universalslots.net/content/bonus-terms-conditions:

"Closing your Account

You are entitled to close your account at any time by sending an email to or doing so in My Profile. We will endeavor to respond within a reasonable time. You are responsible for all activity on your account until such closure has been acknowledged and affected by us.

We will honor all contractual obligations made to you before closure of your account. You are responsible for withdrawing your account balance when you close your account.

We reserve the right to close your account at any time in accordance with these terms and conditions."

Please follow the abovementioned steps to self-exclude yourself and keep me informed regarding any new developments. Looking forward to hearing from you.

Hi

thanks for your reply, I did exclude with universalslots casino, that are not responding for my complaint.

Could you please forward the self-exclusion request email to petronela.k@casino.guru?

Thank you very much, Anto1318, for your forwarded email. I can see that you have requested a permanent account closure (Universal Slots Casino) without stating the reason why. Please check my previous reply and follow all the necessary steps.

"Specify in the request for how long you wish your account to be closed and clearly state the reason why."

Meanwhile, could you please confirm that your Ovitoons Casino account has been blocked?

Dear Anto1318,

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

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

The player can reopen this complaint anytime.