Slot10 Casino - Player’s attempts to close her account have been overlooked.

It is not possible to block oneself from the casino or set any form of deposit limit. When you ask about it in the chat, you get the answer that "they are working on it". If you ask them to block the account, they only log out and if you try to log in, they think you have asked them to open the account again. That is, they only log one out.

Dear Emma,

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 requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions, and this is what I found https://slot10.com/fi/pages/faq:

„How can I close my slot10 Account?

In order to close your slot10 Account please contact our Customer Support Team via email: support@slot10.com with your request."

I would recommend sending an email to the address above, stating your user name and a request to close your account. Don’t forget to mention your reasons and a period for which you wish your account to remain closed. 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

I have now emailed screenshots to the casino guru on my attempts to block the account at slot10. There are four Mail to support and a chat conversation with the support on slot10. They have also called me to ask what I think of the site and even then I asked them to close my account permanently.

I have since the first time I asked them to close the account lost just over 10,000 SEK as I have terrible problems with games.

Thank you very much Emma for providing all the necessary information and for forwarding relevant emails. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Unfortunately, Emma, you were playing in a casino without a license. The definition of Responsible Gambling is inadequate even for Curacao license. I didn't find any clear instructions on how to self-exclude. Because the casino has no license, there is no licensing authority where you can complain, but we can ask casino representatives to explained what happened.

We can only hope that they decide to become a part of good casinos and fix this issue ASAP.

Dear Emma & CasinoGuru Representatives,

First of all thank you for inviting us.

We would like to confirm that the account is closed and will remain so indefinitely. However as per our Terms & Conditions, any login attempt will be considered as an account reopen request and the account will automatically reopen.

In this scenario, It's customer's responsibility to take action on his account.

Should anything else pop-up, feel free to update us back.

Kind Regards,

SLOT10 Team

Closing the account but allowing the player to log in at any time as usual does not work when the player suffers from a gambling addiction. Not having any form of deposit limit is simply irresponsible and unserious.

can also add that the only time I even received a response from you that my account has been closed, I tried to go to the page to see that it really was so. Then I did not even have to log in but I was already logged in and could deposit and play immediately.

Every licensing authority has a mandatory condition to the casino to ensure a possibility for players to self-exclude themself from casino services.

I understand that Slot10 Casino doesn't have a license, so there is no obligation to any licensing authority for them. However, having a reliable, responsible gambling policy which includes self-exclusion system is a must, if the casino want's to have some moral standard in the industry.

I believe Slot10 should implement self-exclusion as soon as possible and also deposit limits tools. I believe that the casino should also return all of Emma's deposits after she wrote that she has a problem with gambling.

Slot10 casino representatives: Let us know if you need help with setting the responsible gambling policy correctly - we can give you a hand. 

In case you believe that how you set it now is sufficient, let me know, and we will mention this in our review. (definitely negative impact on rating)

Dear Emma and CasinoGuru Representatives,

We are reaching you In regard to your account closure request.

We investigated the matter further and it was discovered that due to technical issues, even though your account was closed you were still able to operate with it.

We have now fixed the issue and have restored your balance adjusted to the deposits and withdrawals you performed during that time.

You may log in to withdraw the outstanding balance, after which your account will be closed permanently as per your request.

An official email was also sent to your via our Customer Support Department.

You can now withdraw your balance through Trustly as this is your payment method of choice.

We do apologize for the inconvenience.

Kind Regards,

SLOT10 Casino Team

Thank you, I have now made the withdrawal and hope that you approve the withdrawal as soon as possible and then close my account permanently.

I also do not want any emails with advertising please.

Sincerely

Emma

Dear Emma,

Thank you for your update.

Anthony here, we were just speaking on the phone.

As you were informed via email, your balance is adjusted in accordance to the deposits and withdrawals which you've performed. Since the withdrawal was accepted and it was during this time-frame, it is considered as a partial refund of the deposits maded during that time.

Casino Guru Representatives - You can now close the thread as resolved, since we and the customer already spoke on the phone and via emails and also the payment was made.

Kind Regards,

SLOT10 Casino Team

Thanks for the update.

We are closing the complaint as "solved."

If Emma is unhappy with the solution, she can reopen the complaint anytime.