Slot10 Casino - Player has requested self-exclusion.

Först och främst begärde jag via chatten att dom skulle blockera mig som spelare efter att förlorat pengar hos dom då hänvisade dom till att jag skulle maila dom och det gjorde jag och fick svar tillbaka att dom inte ville förlora mig som spelare mm och jag tänkte att nu måste jag vara blockerad så jag testade och logga in och det funkade och jag började sätta in mer pengar men kom upp mig till 960€ som jag vill plocka ut och i skrivande stund har jag väntat i 60 h på min utbetalning trots att jag skickat in all dokumentation dom ville ha. Dom sa att utbetalningen skulle ske inom 48 h. Igår när det gått 54h så kontaktade jag dom ang min utbetalning och då fick jag till svar att dom har problem med sina utbetalningar. Nu känns det osäkert om min vinst kommer att utbetalas.

Dear Helena,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. There are 2 options – to close the account or to self-exclude and here is the difference:

Closing an account is simple and has almost none impact - the player can reopen the account anytime, and the casino has no obligation to the player. It can take more days to process this request and the casino can try to persuade you to not close your account.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (After cooling off period and this cannot be done for players whos are addicted/with gambling problem). The player has to clearly express his gambling problem.

Could you please confirm you successfully passed the KYC verification?

Additionally, please, forward me any relevant communication between you and the casino to kristina.s@casino.guru.

I will be waiting for your reply patiently.

Best regards,

Kristina

Hej!

tack för ditt svar. Jag har fått min vinst nu. Och mailat dom om en avstängning för gott. Ska se om jag blir avstängd nu. Återkommer när jag vet.

Med vänlig hälsning, helena

Helena, thank you for a quick reply, we will keep the complaint opened until your account is closed/you receive some answer from the casino, if you like. Please let me know.

And if you wish to close your account, because you feel you need to restrain from gambling, please mention it in your email and ask directly for self-exclusion, so your account cannot be reopened easily.

Detta fick jag tillbaka vet inte hur jag ska tolka det?

Stan C. (♦♣⚽♥♠) 

Aug 3, 2020, 9:26 AM GMT+3 

Dear Helena,

We are replying in response to your account closure request.

We are sorry to see you leave but can confirm the account is now closed and will remain so indefinitely.

Should you subsequently attempt to login following this account closure confirmation, this action will be considered as an account reopen request and the account will automatically reopen.

As per the terms agreed to upon registration, you accept full responsibility for any losses incurred.

Kind regards,

Stan C. | Customer Support

​​ ​​​​​

Helena, this means your account has been closed, but not self-excluded, so there is always a chance of reopening the account by logging in. If you wanted self-exclusion, I would recommend you contacting the casino again. With self-exclusion, you won't be able to reopen your account permanently, or for a set period of time.

Ja jag märkte det igår kväll då jag kunde spela igen. Men väntar nu på mitt uttag. Hoppas att jag får det trots att mitt konto stängts. Men vad är då meningen med att stänga kontot när man ändå kan spela som vanligt?

This option is for players that are no longer interested in playing at the casino, but if they make their mind, they will always be able to reactivate the account by logging in. Self-exclusion is a player protection tool, and it is available for those players, who feel like gambling is becoming a problem and want to make sure the casino doesn't allow them to play for a certain period of time.

In this case I believe that your withdrawal should be paid first and then the account closed. Let's give it a few more days (I will set the timer for 7 days) and if you won't receive your withdrawal we will intervene.

Dear Helena,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

hej! Jag har fått mina vinster och även försökt ett flertal tillfällen att bli själv avstängd för alltid men dom vägrar att göra det och senast igår mailade jag om en avstängning efter att spelat upp alla mina pengar men dom lyssnar inte på mig. Jag har även skrivit flera gånger att jag har spel problem och vill bli avstängd.

Med vänlig hälsning, helena

Would you be so kind and forward me the message in which you asked for self-exclusion? My email address is kristina.s@casino.guru (or you can post here a screenshot).

Jag har vidarebefordrat mailen till dig.

I checked the casino's T&Cs to see why the casino isn't able to close your account permanently, and I found out that, unfortunately, this casino doesn’t offer this option. Sadly, there’s not even a Licensing Authority to turn to. The only recommendation that I can offer right now is to block the website.

Additionally, I would recommend you reading more about blocking options and other important information regarding player protection and responsible gambling in this article:

https://casino.guru/responsible-gambling#apps-and-tools

Other available softwares are for example:

www.gamblock.com

www.betfilter.com

Hej! Vet du hur man blockerar webplatsen?

Med vänlig hälsning, Helena

Helena, I would suggest you checking out YouTube videos. I found many useful guides there, just by writing "how to block a website..." and you can choose the video according to your browser or other needs. This would be for us the quickest and easiest way to find out how to do it.

Dear Helena,

Is there anything else, I could help you with? We are extending the timer by 7 days. Please, be aware that in case youdon't reply, or don't require other help, we will close the complaint. Thank you very much for understanding.

Even if we’ve assumed that our suggestions might have helped, without a confirmation from the player, we were forced to reject this complaint.