Slot10 Casino - Player succeeded in opening a new account after the old one has been closed due to gambling problem.

Hej jag hade ett konto hos slot 10 och jag stängde de för spel missbruk men jag kunde ändå öppna ett nytt konto hos dom och göra insättningar till dom. Som jag vill ha tillbaka då jag även är spärrad för spel missbruk hos deras syster casinon.

Dear Sanna

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction? I have seen a forwarded screenshot of your request, but could you please advise if you have received any reply from the casino confirming successful self-exclusion?

Could you please affirm that you’ve used the same credentials to open your new account as with the old one?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Jag har mailat dig

Thank you very much, Sanna, for your email. Could you please forward your cashier history? Do I understand correctly that except for the username and email address, all the other personal data remained the same when you've registered second account? Looking forward to hearing from you.

Additional comments from the player:

"Precis allt som va olika va användarnamnet och e-posten"

Dear Sanna,

You have forwarded your bank statement, but could you please forward a screenshot of your cashier/deposit history from the casino? Thank you very much in advance.

Additional comments from the player:

"Jag har bett dom att skicka insättnings historiken men dom gör de inte"

"Har skickat flera gånger nu och bett dom om insättnings historiken men jag får den inte"

Don't worry, Sanna, thank you for clarifying that. We can extract all the transactions from your forwarded bank statement. Just a short recap before we'll contact the casino and ask for their standpoint.

• 26 August 2020: You have sent an email requesting a self-exclusion due to a gambling problem.
• 27 August 2020: A confirmation regarding a successful self-exclusion received.
• May 2021: you have succeeded in opening a brand new account using the same First and Last name, Address, ID number (different username and email address).
• 18 May 2021: You have deposited a total of 6,920 SEK (approximately €685).

Could you please confirm the abovementioned events and advise if your account is still accessible or has been blocked already? Thank you very much in advance.

Ja det stämmer och konto hos dom är stängt

Thank you very much, Sanna, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Sanna.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Dear Slot10 Casino team.

Thank you very much for your cooperation in this case. Unfortunately, we consider your protection for self-exclusion players (because of the gambling problem) as insufficient. The detection of duplicity for email addresses & usernames are not enough and it can be a cause of multiple problems since the players can change their email addresses regularly, but not aspects like full name, date of birth... Since the player was allowed to register with valid information just the different email address, we believe he deserves a deposit refund.

Please, could you reevaluate your decision or is it final?

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’.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’ and we consider their decision final.

The casino can reopen this complaint anytime.

Dear Sanna.

I am very sorry, but we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad. 

Best regards, Jozef