The player from Germany was unable to withdraw funds. The casino's live chat was unresponsive, and they did not reply to emails. The player later requested account closure due to gambling addiction but faced issues with blocked emails, resulting in further losses. Despite providing evidence, the casino claimed the email issues were on the player's side. After reviewing the evidence, we determined that there were insufficient grounds for a refund and closed the case.
Slot10 Casino - Player’s withdrawal has been delayed.
Amount: €1,700
Slot10 Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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4 months ago
Translation
Dear Sir/Madam,
The casino has not processed my withdrawal for a week. The live chat is unresponsive, and they are not replying to emails. I kindly request your assistance!!
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4 months ago
Dear Mickstar,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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4 months ago
Translation
Good day,
I am already fully verified. I'll wait. Thank you!
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4 months ago
I fully understand your frustration, Mickstar. I will set the timer for additional 11 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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4 months ago
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new !!!
Good day,
I asked the casino to close my account due to gambling addiction. After that, they asked me to contact a different email address. I did this. The email didn't go through because they blocked my email address immediately. That's why I was able to lose 5200 euros today. All the evidence is attached.
I request a refund of the amounts paid! This is fraud!!
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4 months ago
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After my email to close my account, I lost exactly 6400 euros. I contacted the live chat again last night and asked for the amounts to be refunded. They redirected me to an email, which strangely enough went through this time.
I urgently ask for your help. The money was my last money and it would not have happened if Slot10 had not blocked me immediately instead of blocking my email.
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4 months ago
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I just tried to contact the email again. Unfortunately I am blocked again and delivery is not possible. Yesterday evening I had customercare@slot10.com asked me to refund these bets. Blocked again today. This is more than fraud!
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4 months ago
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Dear Casino Guru Team,
Could you please handle my case? I have no peace anymore. It is impossible and I am completely disappointed in the Slot10 team for playing with other people's health like this. I am suffering terribly from this behavior. Emails are not delivered, the live chat keeps closing. I don't know what to do. Despite wanting to be blocked and the casino not doing this, but only blocking my email address, so I had no chance of being blocked, I have gambled away my last savings of 6200 euros. I am already in therapy because I want to get out of this vicious circle. I am asking for your help very much!!!
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4 months ago
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I have just contacted the casino's licensor to explain the problem to them.
Dear Casino Guru Team,
I urgently ask for your support!
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4 months ago
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Dear Casino Guru Team,
I ask you to take care of this case. I have already contacted the supervisory authority, but have not received a response. I have also contacted the bank that received the money, who have asked me to initiate a SEPA recall. I have just done this with my own bank. I ask you to contact the casino, as they are not responding to me.
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4 months ago
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Well, it's really starting to get ridiculous. After I wrote to the casino myself, using their normal email address, and asked for a refund because they didn't block my account and I was able to lose 6400 EUR, they blocked my account yesterday.
Casino Guru, I beg you to take care of this case! I don't have any peaceful days anymore!!!!!
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4 months ago
Hi Mickstar,
- Could you please confirm that you first requested your account to be blocked on Sunday, June 23rd, and that it was actually blocked yesterday, June 25th?
Thank you.
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4 months ago
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Good day,
On June 17, 2024, I asked the casino to block me due to gambling addiction:
after I contacted the live chat and this email came
My email address was blocked and I was still able to log in normally and deposit money. From that point on I deposited and lost exactly 6400 euros.
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4 months ago
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Yesterday I checked and registration was no longer possible
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4 months ago
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On June 17, 2024, I asked the casino to block me.
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4 months ago
Hi Mickstar,
Could you please forward the entire communication, including the following message from the casino, to petronela.k@casino.guru? Please attach the entire email chain rather than sending screenshots. I would like to see where the initial email was sent and the exact dates of each subsequent message.
Thank you.
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4 months ago
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Good day,
I forwarded all emails to you. However, I was only able to do this individually.
Edited by a Casino Guru admin
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4 months ago
Thank you very much, Mickstar, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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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3 months ago
Dear Mickstar,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 months ago
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I ask Slot10 for an immediate statement and refund of the amounts deposited!
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3 months 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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3 months ago
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Typical for the casino. I'm telling you, keep your hands off the casino!!
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3 months ago
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Good day,
How is it possible that the casino doesn't respond?
What license does the casino have? I want to write to the casino's licenser again.
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3 months ago
Hello Jozef,
Regarding the withdrawals, it's important to note that the player repeatedly made withdrawal requests and cancelled them shortly afterward each time, thereby making it impossible for us to process any of them.
When it comes to his exclusion request, it is worth mentioning that he must submit a formal request to our designated e-mail address. The player was guided on how and where to submit his request for processing, yet he only did so on June 24th.
His request was processed within the timeframe outlined in our Terms and Conditions and currently his wish has been granted.
Regards,
Slot10 Casino
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3 months ago
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That's wrong. My email didn't go through because I was blocked as a sender. See screenshots!
I didn't have the chance to block myself. All screenshots and conversations are in this chat.
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3 months ago
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I ask for clarification on this matter. I have provided all the evidence to you, so how can you still make such allegations??
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3 months ago
Dear Slot10 Casino team,
Based on the evidence provided by the player, he indeed experienced an error in sending. If he clearly explained this to your support, I believe you should find an option for him to self-exclude his account as soon as possible since he is experiencing a gambling problem. May I kindly ask you to react?
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3 months ago
Hello Jozef,
After investigating the situation, we have determined that the SMTP error encountered by the player originates from their end, possibly due to incorrect email settings, network issues, or restrictions from their email service provider.
We were informed of his difficulties in sending his request to the relevant department on June 23rd. Once notified, we promptly initiated the self-exclusion procedure for their account on our side.
His request was processed within the necessary timeframe and in accordance with our Terms and Conditions, which the player agreed to upon registration.
Regards,
Slot10 Casino
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3 months ago
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That's nonsense! I was able to contact your normal email address but that email didn't work. I ask you to be fair and stand by the whole thing. As I said,
all evidence in the form of screenshots.
My email address was clearly blocked after I contacted the live chat! I had the opportunity to contact you by email before and when that didn't work, I wrote to support directly! Own up to your mistakes and at least give me a partial refund!
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3 months ago
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The fact that you make such claims despite this evidence is really the last straw!
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3 months ago
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Good evening,
As you can see, it says at the bottom of this email that my email address has been blocked.
I ask you to be fair and not try to talk yourself out of it. It is clearly your fault. I would even be happy with a partial refund so that both parties can part ways on relatively good terms.
Thank you !
Best regards
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3 months ago
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Please reply! I have been waiting for over 3 weeks.
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3 months ago
Dear Mickstar,
I reviewed all the evidence and screenshots provided. I would like to know if you informed the casino support about the issue of your emails not being delivered to the specified address. As you can see, when you contacted their live chat about this on the 23rd, they closed the account without a problem.
Every casino has a unique process for self-exclusion. In my opinion, the casino should only be held responsible if they were aware that you could not complete this process and still did not close your account. Otherwise, I do not believe a refund would be appropriate. Could you please respond?
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3 months ago
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Good day,
I did this. See screenshot. 
However, this was ignored. I, for my part, did nothing wrong and contacted the casino and pointed out this error. I also request information from the casino's licenser. This is a clear violation and I would like to complain about it very clearly because I can see in which direction this is all going. Casino Guru is once again supporting the casino, even though I have provided clear evidence to clearly explain the situation.
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3 months ago
Dear Mickstar,
Thank you for providing this information. I must have missed it in the evidence. It is a bit more challenging for me because I have to use external translation software for each piece of evidence you provided.
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3 months ago
Dear Slot10 Casino team,
Could you please explain why this email was ignored? Although the issue may have been on the player's side, it seems he tried to inform you about it. I believe it would have been sufficient to forward this information to the proper team and start with the self-exclusion process.
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3 months ago
Dear Jozef,
The screenshot provided by the player shows an email that we never received. Although the screenshot does not display the recipient's email address, even if it was correct, we did not receive the player's reply due to evident email issues on his side, as shown in previous screenshots.
From June 17th to June 23rd, the player contacted us several times via chat but did not mention any email issues or inquiries related to this case. Our dedicated support team is available 24/7, so the player could have reached out for assistance with any difficulties.
Once he reported his email issues on June 23rd, he was redirected to the appropriate department, where his closure request was processed promptly.
Kind regards,
Slot10 Casino
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3 months ago
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Well, how many times do I have to say this? You, your live chat, asked me to contact this email address and I did so several times. I also contacted you via your normal email address and described this problem, as the live chat didn't work like so often. I think it's disgraceful that the whole thing is being twisted as if it were my fault. I have made my concerns very clear, several times. You have already pulled off the problem that I am describing here several times, you can read all about it on the Internet. There is clear evidence and attempts are being made to twist the whole thing. I would also like to contact your licensor. It cannot be that everything is happening like this, and once again at the expense of one of your customers!
once again. I can happily look for all the evidence again so that Casino Guru can clearly see who is in the right here.
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3 months ago
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The email can't have arrived if you blocked me as a recipient?! As you asked, I sent an email to this email address, multiple times!!! I also sent you an email to the support email address saying that an error was being displayed. Who are you trying to kid?!
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2 months ago
Dear Mickstar,
After thorough evaluation and discussion with my team, I regret to inform you that we have concluded you are not entitled to a refund. This decision is not a reflection of any wrongdoing on your part, but rather a result of insufficient grounds to request a refund from the casino.
I must agree with the casino team that you could have put in a little more effort to get your account closed or explain your issue to them. Even though you confirmed that you were in contact with their 24/7 live chat during that time, you did not mention this issue. The only evidence is one relevant email sent on the 17th, but it is not sufficient for obtaining a refund, as we cannot determine if the issue was on your part or the casino's. Based on the facts above, I am forced to close your case.
Best regards, Jozef
