The player from Germany had an active self-exclusion in a sister casino. He believes that she should not have been able to register a new account with Slingo Casino. After a closer examination, we ended up rejecting this complaint as unjustified.
Slingo Casino - Player’s requesting a full deposit refund.
Amount: €70
Slingo Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
On the Slingo homepage, the links related to responsible gaming have not worked for days, are inactive. Independent of browser and no matter what time. In addition, the casino did not automatically block me, although I have already been excluded from 2 other partner casinos in the group and have continued to let me deposit at Slingo unhindered. Where's the player protection? The support does not simply close the account at my request, but makes it as complicated as possible, wants me to fill out forms for this or alternatively answer umpteen questions. I want the account to be closed immediately. Just like any other online casino is possible.
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2 years ago
Dear nixcashi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? 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.
However, if you have supporting evidence that you successfully self-excluded from other casinos due to a gambling addiction, please forward all those evidence too.
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
This is not about gambling addiction. The main thing is that there is a responsible gaming section on this homepage. Here it says this, quote: "Login here now to self-exclude." The "here" is linked, but hasn't responded to a click for days. So I can't do anything about it myself. That's not possible. Does this look like player protection? At the sister casino Swift, things went smoothly. My mail is then reacted to in such a way that my request to close the account is initially ignored and I am asked to answer pointless, stupid questions or even fill out a form. Ironically, it then says that a ban in one of the casinos will result in a ban in all casinos in the group. Aha, the Queen Vegas account has been closed for many months, Swift for a few days and yet I was allowed to continue playing and depositing at Slingo and the account was not even closed at my request.
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2 years ago
Thank you very much, nixcashi, for your reply. I have checked the License Validator (here) and this is what I found:
http://www.primescratchcards.com
http://www.finlandiacasino.com
http://www.clemensspillehal.com
http://www.casinoandfriends.com
http://www.maskedsingergames.co.uk
Could you please forward any supporting evidence that your other accounts have been successfully closed?
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2 years ago
Thank you very much, nixcashi, for your email and forwarded screenshot. Could you please confirm that you have entered the same credentials (first and last name, home address, email address, date of birth) in all the abovementioned casinos? Looking forward to hearing from you.
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2 years ago
Translation
First and last name, residential address, e-mail address, date of birth
- Yes, I can absolutely confirm that. At Queen Vegas, Swift and Slingo. Everywhere there one and the same data mentioned above. I signed up with Queen Vegas first, late March/possibly early April 2022.
In the summer, the operating company switched from Titanium Brace to Skill on Net. From then on everything became less attractive there, the bonuses, playing in general. I then closed the account at Queen Vegas sometime in the summer of 2021. When looking at the list, I notice that there is even one casino where I had an account and then had it closed. It's bacanaplay. The same login data there as well. Here you get another mail, Petronela.
ps. The Queen Vegas account appears to be completely and permanently closed. That's actually what I wanted for all accounts in this group. The bacanaplay account seems to be only temporarily blocked.
That's not what I want. What annoys me the most is that I can't even exclude myself from Slingo because the link doesn't work there. At the same time, my wish for a permanent account closure is not being fulfilled and it is being made as complicated as possible. The fact that I was able to register, deposit and play at several casinos in this group after closing the Queen Vegas account does not speak for a functioning player protection system in this group. An Aspire Group, for example, can do this better and their system automatically recognizes if you have been self-excluded from a casino in the group and prevents further accounts in casinos in their group.
Edited
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2 years ago
Translation
One of my main questions, namely why the responsible gaming link still doesn't work and players, not just me, can't set any exclusions, limits, pauses themselves , is still open. Just as why Slingo does not simply comply with my request to close my account, but I should fill out forms or alternatively answer catalogs of questions. I ask you, Petronela, can/should an online casino afford something like this? Even an addict could currently not set any limits or exclusions themselves due to technical problems that are apparently not being resolved. That can't be right!
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2 years ago
I absolutely agree that applying for the self-exclusion should be easy and accessible at any time to any player. However, completing the Form (please see below) that has been sent to you is not complicated and could be done in a few minutes. Please follow the casino's instructions, send them a screenshot of the signed form and keep me informed.
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2 years ago
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I'll do it, but take my time with it. I find it ridiculous to complicate account closures like this and have never experienced this before. The case can be closed from my side.
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2 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. I believe we explained the whole issue thoroughly and helped you to understand the self-exclusion procedure a bit better.
Please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.
