HomeComplaintsOXI Casino DE - Player’s attempt to self-exclude from the casino was overlooked due to a technical error.

OXI Casino DE - Player’s attempt to self-exclude from the casino was overlooked due to a technical error.

Amount: €2,500

OXI Casino DE
Safety Index:Above average
Submitted: 15 May 2023 | Resolved : 18 Aug 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Germany asked for a self-exclusion by email. Due to a technical issue, this email was overlooked. Eventually, the casino refunded the player. The issue was successfully resolved.

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1 year ago
Translation

Hello,

I don't live in Puerto Rico but unfortunately I can't change it.


My problem is that I asked this casino to close because of toys in May 2nd.


Unfortunately there was no response

Then I asked for a deposit limit, and they wrote to me that this was not possible for technical reasons.


I gamble away more money than I can afford and I think it's very bad that they take advantage of it like that.


In the responsible game section it says that you should write an email and they will take care of it immediately.


Today I sent another email asking for closure.


Please help me

Blerim L******

Edited by a Casino Guru admin
Automatic translation:
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1 year ago

Dear Blerko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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,

Petronela

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1 year ago
Translation

Hello Petronela,

I have forwarded the emails to you.


Once it was about closing on 02.05,


then I thought at least a deposit limit of 500 euros per week, she at least reported it and then I asked again that you close my account without an answer.


As a player, unfortunately not with controlled gaming, I build trust with Casino Guru, but as you can see, these dubious profiteers take advantage of their customers.


So I just looked, apparently they've gotten enough out and delayed, I'm blocked without an email message, which is good in advance. 05/15/2023, time 23:48


Thanks for your help

Best regards

Blerim


Edited
Automatic translation:
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1 year ago

Thank you very much, Blerko, for all the forwarded communication. Do I understand correctly that your account is finally blocked after two weeks?


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1 year ago
Translation

It's only closed since yesterday!

VG

Blerim

Automatic translation:
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1 year ago

Your account has been successfully blocked, although it did take an extended period of two weeks, which is undeniably a significant delay. To proceed with your case, could you kindly provide a screenshot of your cashier history from the time you requested self-exclusion? If you didn't save this information previously, please share a screenshot of your bank statement displaying the relevant transactions. Your cooperation in this matter is greatly appreciated. Thank you in advance.

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1 year ago
Translation

Hello Petronela,


Unfortunately not, I'm finally blocked now and I deposited with cashtocode and I can't see my transactions.


The fact that it took over 2 weeks was intentional by the casino, whether I get my money back or not is secondary, but such dealings are unfair.


I can request a transaction list , which will take a little longer when I get it .


Best regards

Blerim


Automatic translation:
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1 year ago

Thank you very much, Blerko, for providing all the necessary information. Please request the transaction list.

Meanwhile, I will now transfer your complaint to my colleague Peter (peter.m@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 in the near future.  

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1 year ago

Hi Blerim,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite OXI Casino DE to the conversation to participate in the resolution of this complaint.


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1 year ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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1 year ago

Hi Blerim,

I received some responses from the casino. Let's wait for two more days, hopefully, they will reply soon.

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1 year ago

Hello, Blerim


It's a pity to hear that you have such difficulties with our platform. 

That's true that Responsible Gambling tools, unfortunately, are not available at this moment, but we are working on the integration of this feature, and it's in planning to be added in the future. 

Also, we would like to mention that it's essential to take gambling responsibly and set certain limits for yourself. For example, to set limits of spending on online gambling on your payment system. It can be more useful, because, even if you have some limitations on a certain casino, you can always make an account in another one, and make a deposit there. 


As for the account closure, we would like to inform you, that there was no delay with the answer. According to the terms and conditions of our platform, if a user wants to close an account, he/she needs to contact our support department via the support@oxi.casino address and ask to suspend the oxi.casino account for a period of time. After that, we will take the necessary measures to block a player completely from our website during the next two business days. This information can be freely found on our official website. 

In this specific case, we received a letter from you on the 15th of May and blocked the account on the same day. 


We want to make everything clear and get rid of any kind of misunderstanding, so if you have any questions left, please, let us know. 


Best regards, OXI team

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1 year ago

Dear Oxi Casino team,

Thank you for your response. We understand that you currently don't offer the option to limit the player's deposits. However, I'd like to ask you what happened to the first self-exclusion request that was sent to you by email on the 2nd of May. The player stated in the email that they were addicted and wanted to self-exclude themselves.

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1 year ago

Hello, Peter


We hope you are doing well.


The first self-exclusion request we received from Blerim via email was on the 15th of May and we immediately blocked the account. Earlier, also including on the 2nd of May, the client didn't send us any emails stating the desire to terminate the account.


Best regards, OXI team

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1 year ago
Translation

Hello,

That's not true, I sent an email on May 2nd and didn't get an answer.


In addition, I asked for at least a deposit limit with the next email,

which is forbidden to me.


When I asked in the chat to close my account, I was answered that my account did not oblige me to anything.


They publicize on their website how seriously they take responsible gambling but when help is needed tactics are employed to delay everything.


I find that very mean, especially for players who don't have full control.


VG

Blerim L******

Edited by a Casino Guru admin
Automatic translation:
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1 year ago

Hi all,

Thank you for your replies.

Dear Blerim,

Could you please forward the email from the 2nd of May to my email address as an attachment please?

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1 year ago
Translation

Hi Peter ,

Yes, I was very happy to come.


on which email?


VG

Automatic translation:
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1 year ago

Please send it here: peter.m@casino.guru

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1 year ago

Thank you Blerim. I will upload it here for the casino.

Dear Oxi Casino DE team,

The initial email was saved as an attachment and forwarded to us which would be very hard to fake. This strongly suggests that the email was indeed sent to the casino. So I'd like to ask you to double-check this information.


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1 year ago

Hi Blerim,

I'm discussing the issue with the casino representative on Skype. Could you please forward the same email once more but directly from your Gmail account in "eml" format? Right-click on the email and "Forward as attachment". See the picture, please. Thank you.

file

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1 year ago
Translation

Hi Peter,

I have sent you the email as requested.


VG

Blerim


Automatic translation:
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1 year ago

Hi Blerim,

Thank you, it should be OK. I'm waiting for a response from the casino rep now.

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1 year ago

Hello, Peter


We hope you are doing well.


According to the conversation between our representatives with you on Skype, we are waiting for the decision on the further investigation of the issue from your side.


Have a great day ahead! 


Best regards, OXI team

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1 year ago

Hi Blerim,

I'm sorry, I will be out of the office for a week attending a conference. When I get back, I'd like to make a video call with you over Skype. I will give you the exact details next week.

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1 year ago
Translation

No problem , I wish you a nice holiday .


Best regards

Blerim

Automatic translation:
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1 year ago

Hi Blerim,

I sent you an email regarding the call.

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1 year ago

Dear Oxi Casino DE team,

I've sent you additional evidence as discussed. Please have a look and get back to me.

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1 year ago

Hello, Peter


We hope this message finds you well.


Thanks for sending the evidence. As soon as our representatives make an extra investigation, we will come back with an update. 


Have a great day ahead! 


Best regards, OXI team

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1 year ago

Dear Oxi Casino DE team,

As Blerim was able to prove that the email with his self-exclusion was sent (see video), he should get his deposits made after this request back.

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1 year ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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1 year ago
Translation

Hi Peter,

Yes, very sad that no one reports

People like to talk about fair play, but unfortunately it's just a matter of speaking.


Best regards

Blerim

Automatic translation:
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1 year ago

Hello, Peter and Blerim 


Our representatives investigated the case and came to a common conclusion. Due to a technical mistake, the client's account wasn't closed, therefore the sum of deposits of Blerim since the date stated in the letter will be refunded. 


Have a nice day! 


Best regards, OXI team

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1 year ago
Translation

Dear Oxi team,

I think that's very fair and thank you all and especially Peter himself

did the work for this case.


Best regards

Blerim Ljimoni

Automatic translation:
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1 year ago
Translation

Dear Oxi team,


what is the further procedure?

Since I know more correctly I can log in to you.


Best regards

Blerim

Automatic translation:
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1 year ago

Hi Blerim,

Were the funds added back to your account?

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1 year ago
Translation

No, I know neither where you want to transfer nor anything

Automatic translation:
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1 year ago

Hi Blerim,

I'll try to find out what's going on.

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1 year ago

Dear Blerim


Our representatives tried to contact you via email and sent you a letter to coordinate further actions about the refund procedure. We sent you an email on the 1st of August and did it again today. Please, check your email box. 

Also, note that the email could go to the "Junk/Spam" section.


Have a great day ahead! 


Best regards, OXI team

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1 year ago
Translation

Hello,


I've searched everything and couldn't find any email


We can also do this via Peter, Peter always gets his emails.


Best regards

Blerim Ljimoni

Automatic translation:
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1 year ago

Dear Oxi Casino DE team,

Please write here what you need from the player in order to make some progress. We can make the post private.

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1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago

Thank you Oxi Casino DE team.


Dear Blerim,

Please send your payment details for the refund to the casino and the confirmation of the refund amount.

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1 year ago
Translation

Hi Peter,


I have already done that, I will confirm as soon as the amount is on it.


VG

Automatic translation:
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1 year ago

Thank you Blerim, hope the money will arrive soon.

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1 year ago
Translation

Hello dear Oxi team,

Hello dear Peter,


Unfortunately, I can't reach anyone by email and an answer from the Oxi team whether the account is ok,

I don't get it either.


Dear Peter, maybe you can ask what's going on, it's taking forever.


Best regards

Blerim

Automatic translation:
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1 year ago

Dear Blerim,

I received your email but I can't forward your personal information to the casino. Please write your payment details here, it will be hidden from the public. Hopefully, we will finally make some progress here.

Dear Oxi Casino DE team,

Is it OK if Blerim writes his payment details here? If not, please give him an email address where he can send them.

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1 year ago
Translation

Hello ,


Just for info, no one answers!

Awesome, it's not about a lot of money and that takes forever.

Automatic translation:
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1 year ago

Hello, Peter and Blerim 


Sure, Blerim can leave the payment details here, it's not a problem.


Have a great day ahead! 


Kind regards,

Best regards, OXI team

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Sensitive attachment
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1 year ago
Translation

Dear Oxi Team I would be happy about a quick processing,

the amount is okay and answer yes!

Automatic translation:
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1 year ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago

Dear Blerim


Thank you for the information and cooperation! The refund process is launched. The amount of 1800 EUR is in processing to refund to you. The funds will be transferred in 7 business days.


Have a great day ahead! 


Best regards, OXI team

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1 year ago

Thank you Oxi Casino DE team for the update.

Dear Blerim,

Please let me know when you receive your funds.

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1 year ago
Translation

Hello Peter, hello Oxi Team!


Money has arrived and please close the case as successful!


Thanks !!!!

Automatic translation:
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1 year ago

Hi Blerim,

Thank you for the update. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Blerko, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.


As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 


Best regards,


Peter

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