The player from Sweden had self-excluded due to gambling addiction, but had still been able to open and verify an account on QuikSlot, another casino from the same operator, where the player lost 2,500 euros. After realization, the casino had closed the account, but declined to refund the losses. We had requested additional information from the player to investigate the issue further. However, due to the lack of response from the player, we had been unable to proceed with the investigation or provide potential solutions. The complaint was subsequently rejected, but the player retained the option to reopen it in the future.
QuickSlot Casino - Casino allows self-excluded player to gamble.
Amount: 25,000 kr
QuickSlot Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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Public
3 months ago
Translation
I permanently blocked myself from Lyra Casino and Moi Casino. And this would include sister casinos.
I was able to open an account on Quikslot and lost 2500 euros.
They also approved the verification even though it states that I have gambling addiction.
When I chatted with them, they realized it and closed the account but they are not taking responsibility to pay back.
I have saved everything.
Automatic translation:
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3 months ago
Dear rebeccatolieelf,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we 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?
According to the casino's terms and conditions and our recommendations to all players, if you wish to self-exclude from a specific casino, you must directly contact that particular casino. Relying on self-exclusion measures from a different casino, even if you suspect a connection between them, is not considered sufficient.
Thank you in advance for your reply.
Best regards,
Petronela
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3 months ago
Dear rebeccatolieelf,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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