Slotbox Casino - Player reports issues with responsible gambling tools.

Hi I have multiple issues with this casinos responsible gambling tools you can set deposits limits and then ask for the to be removed straight away without any cool off or reason for it also the time outs are the same if you set a time out it can be removed straight away from live chat I have set time outs multiple time and asked for them to be removed the next day they state it takes 24h to be removed i asked where in your terms and conditions dose it state about a 24h cool off period I was informed my account would be restored at 2am utc I cannot find any information about it been opened after midnight so when I'm told by an agent on live chat my account will be open at 2am utc I take that as there is no other information regarding this also I set and removed multiple deposits limits and timeout limits over the time I have had my account with you if this doesn't seem to display behaviour of someone with a gambling problem I think there responsible gambling practices need to be investigated if a person sets and removes limits on a regular basis I think they should flag a problem

i set a 3day time out on 14th January I contacted live chat to get it removed for the third time in 4 weeks to remove a limit earlier I was told my account would be reopened ( you will have access again on your account from 15th of January at 2am utc time ) this is from live chat so when I accessed my at at 12am UTC wich is earlier than stated in live chat I ended up losing 2500 euro they say they will not refund my deposits maid during this time I also can’t find anywhere in the terms and conditions about a 24h cool of coming back into active at 12am UTC and I also found they stat there is a 7 day cool off if i request to remove a time out earlier

after informing them about the issues with there responsible gambling tools the closed my account and would not give me the reason I am currently waiting for all my live chat transactions and how many time outs I set and removed earlier since I opened my account

Dear Deanh7635,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

For future references, when applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Slotbox Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

We have learned from your other complaints that you requested self-exclusion due to gambling problem from various casinos.

• Could you please advise if you ever informed this specific casino about your gambling problem?

I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.

Thank you in advance.

Best regards,

Petronela

Dear Deanh7635,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No i have not informed this casino about my gambling problem but as stated in my complaint they should have flagged that I set time out multiple times per week and then requested for them to be removed before the stated time same as deposit limits

i asked about there internal process on removing the time outs early and they responded if I requested to remove my time out early twice in the same month it will have to reviewed by the relevant department wich was not done as this was the forth time in a month it was removed by the agent in live chat without being reviewed by the relevant department also they closed my account when I raised my concern about there readable gambling tools

i have the screenshots of live chat where they told me about their process if I asked for my time outs to be removed multiple times if you would like I can send them

Hi Deanh7635,

You can forward any supporting evidence and relevant communication to petronela.k@casino.guru.

Thank you.

I have sent the request information via email

Hi Deanh7635,

Thank you for passing along the communication. However, I couldn't locate any reference to a gambling problem or your intention to self-exclude from the casino permanently due to gambling issues. I highly advise utilizing the template I provided in my initial response for any future self-exclusion requests.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I think you do t understand the issue could you please read the initial complaint I submitted it relates to being able to remove time out limits and deposit limits without any intervention

this is the case over view it doesn’t mention anything about self exclusion because I never add to be self exclusion and the just closed my account i

I don’t think you understand the issue I did not ask for self exclusion i requested time outs and deposit limits and this issue is I could remove these limits from live chat straight away without any issues i requested multiple time outs in the space of a month and removed the without any issues but according to the company’s policy if you request time out limit removed more than 2 in one month then the relevant team will review it which was never done in my case and the stated time out limit removed was wrong as you can see this is all in the initial complaint

Dear Deanh7635,

I've thoroughly reviewed your concerns and fully understand the issue at hand. As previously mentioned, individual complaints regarding responsible gambling tools fall outside our scope of handling. While we acknowledge the significance of robust features within the casino's offerings, ensuring their proper configuration by players can be intricate. These tools serve as supplementary measures alongside standard self-exclusion and account closure options. Rather than penalizing casinos for potential implementation issues, we advocate for supporting their endeavors in integrating new responsible gambling tools.

For future instances, I strongly recommend utilizing the provided template to communicate your gambling concerns directly to the casino. Regrettably, we are unable to assist with requests pertaining to deposit limits and timeouts.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Deanh7635,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I will email you

Hi Deanh7635,

I reviewed the forwarded communication:

Hi Dean,

Thanks for bringing this to our attention. We've raised this with the relevant team to update. This is not from our terms and conditions and is not a breach, it is a summary of the tool's mechanics. A 7-day cool-off does not apply to all Time Out periods, for example, if you were to take a 24-hour or 7 day time out, and request to remove it and it was approved, then entering into a cool-off period of 7 days would extend the end time of the time out, not shorten it.

However, we are satisfied that this content did not influence or impact you at the time and from the chat details you can see this. "I was only Ment to set for 24h for my withdrawal and to go trough" & "Is that not the day it was Ment to be removed anyway". So you are aware that the time out time is to be shortened and did not expect to enter an extended cool-off period of 7 days. You have reviewed this content on the tools after the fact. We have already advised that no refund will be offered; the point remains that you never raised any responsible gambling concerns with us so there is no obligation for us to refund these transactions as you were granted access again in line with your request and the company policies. You were given the opportunity to raise any concerns with us when asked for a reason and also had ample time to reverse your decision to remove the Time Out.

If you wish to raise this with Ask Gamblers or Casino Guru, this is your prerogative and we would be happy to assist them with their investigation.

Regards, Jamie, Slotbox Team

I believe this correspondence, along with previously mentioned details, elucidates the entire situation comprehensively. As per your prior comments, you raised this complaint to highlight the casino's treatment of users with gambling issues, suggesting it should have been discerned from your behavior. However, it's noted that you never explicitly informed the casino about your gambling problem. Subsequently, when the casino opted to block your account upon identifying potential signs of gambling addiction from your actions, you contested their decision. Regrettably, it's not feasible to have it both ways.

If you had clearly communicated your gambling problem to the casino, and if your request for permanent account closure was disregarded, we would be in a position to assist you.

Regarding the casino's identification of potential gambling issues from your behavior at a later stage, it's difficult to assert whether they should have done so earlier.

For future reference, I strongly recommend utilizing the provided template for self-exclusion and not relying solely on the casino to detect potential gambling problems based solely on your actions.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.