Slotbox Casino - Player’s account wasn’t closed upon request.

Hello i hope you are doing well. On 3.11.2023 i sent a message to Robert the VIP account manager that i want a bonus to play with without any deposit since i lost a lot and if i dont get one i want to close my account in their casino. Then on 6.11.2023 Robert replied that there is no free bonus that i can get, but did not even acknowledge the fact that i asked to close my account if this is the case. On 7.11.2023 i discovered that my account was still open even after i asked to get my account closed since i did not want to play anymore and this cost me to lose 554e which i would still have if my account got closed like i asked. i thought that since no free bonus was given without deposit, that my account also would be closed like i asked in my message to them.

Their reply to my complaint was this:

Jamie (Slotbox)

7 Nov 2023, 17:19 GMT

Hi Sami,

We have spoken with the account manager and they advised that they replied prior to your message to us confirming that there was no bonus warranted at the time of the review.

In relation to your refund request, we take all bets in good faith and any past losses will not be refunded. Your account is now closed.

Regards, Slotbox Support

Only reason i lost the 554e is because their negligence to close my account or acknowledge the request when i asked so and take no action. They did not even respond to my complaint why my account was never closed or any further action taken when i asked to get my account closed. Robert is by the way the casinos head of account management.

They say they take all bets in good faith in their response email, but what they did not do, was to take my request to close my account in good faith. This reply they gave me does not even make sense. They did not even reply anything to my message for days even after requesting to close my account. Only after i called their Robert the worst VIP manager ever and wished him good luck on casino industry, then he suddenly replies 3-4days after my initial request to close the account if i dont get any free money to play with and even then he just ignored the closure request completely. Clearly he also states that "money needs to come in to the casino first". This guy does everything for money including ignoring account closure requests.

I want to try to resolve this issue here since this casino did not take any action when i wanted to close my account or even acknowledged the reuqest and is refusing to refund 554e net loss after my request to close my account which was completely ignored.

Also looking at how to even file a complaint to their regulator they want first to try to resolve the issue on every other avenue before even trying to file a complaint against a casino. Futhermore looking at reviews and information everywhere on this regulator, almost never they even answer or reply to any player complaints when trying to look for information from sites like Thepogg, askgamblers and here also on casinoguru.

Also very strange this casino is rated this high here when they just pray for vulnerable people to lose their money and ignore account closure requests completely

Dear sam_i,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Kindly note that when requesting an account closure, it is essential to follow the appropriate procedure. This action should not be exploited as a bargaining tool when negotiating for complimentary bonuses. If you intend to close your account or initiate a self-exclusion, please utilize the provided template below:

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."

Please send another email to support@slotbox.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. 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.

Thank you in advance.

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

Hello. I did ask them to close my account and there are many reasons for someone to ask account closure and whatever the reason is they need to honour the reuqest and this can be seen clearly on my message. No matter what the reason is they still need to close the account They are the ones who is using this against players and ignoring the closure request.

it says the following on their terms and condistions regarding account closure:

20) Responsible Gaming

a) We want you to enjoy your experience on our site, while remaining aware of the social and financial harms associated with problem gambling. You understand that when you are playing games of chance that involve money, you can also lose money. Gambling can be addictive. We have developed tools that will make Your gaming experience safer.

b) Self-Exclusion ("Time out") - Should you need to take a break from gambling with this Website you may do so by contacting support or using the tools available in My Account section. Time out means that your Player Account will be closed for the specified period. Excluding yourself will affect your Player Account with this Website only (although if the company determines that it is appropriate to apply the time out on other brands under the same license, it may do so). Self-exclusions may be for a definite period or a permanent one.

c) If you wish to perform a Time Out through customer support, you may do so by contacting support@slotbox.com stating your reasons. The implementation of a Time Out requested by email is not immediate. We are not responsible to refund any funds lost between the period a Time Out was requested via email and the time it was processed by us. For a self-exclusion to take effect immediately, please self-exclude electronically through the site.

I did contact the casinos head of account management and stated clearly im dissatisfied with the promotiosn and if they did not give me bonus without any deposit i want my account to be closed because too much money lost too fast. I have never after this request tried to reopen my account. I clearly also said that i lost too much this is why.

This is what i said in a seperate statement:

"If not i guess you can just close my account since i don't want to play in a casino where you lose big amounts like that and don't get anything for that 1300e in couple of days is a lot."

Robert did not even acknowledge this closure request at all. i clearly stated why i want to close expressing i lost too much too fast and not happy with how they treat their customers when it comes to free promotions.

and by the way this is the appropriate procedure when you want to close you're account in this casino when you look at the terms and conditions. Robert is the head of account management on slotbox.com casino.

Ofcourse my account is now closed when i tried to get my lost money back when they initially just ignored the whole closure request. This is what they do in many cases and its predatory.

Can you please specify the exact date when your account was blocked? How many days elapsed after your initial request for the account to be blocked?

First time when i asked my account to be closed was on 3.11.2023. Robert did not reply anything. I then sent another message to him on 6.11.2023 just telling him he is the worst player account amanger or VIP manager ever and wished him good luck on casino industry. Then on 6.11.2023 literally under an hour after i sent the second message to him he replied that there is no bonuses for me and that money needs to come first to the casino. He never acknowledge my closure request that i already sent on 3.11.2023 in the same message where i asked to get free money because money goes tooo fast and clearly stated if i ndon't get anything i want my account to be closed because of how much you lose and too fast. He ignored it completely and using these predatory tactics to get money. if my account was closed on 3.11.2023 or even on 6.11.2023 i would still have the 554e.

The 554e that i should get refunded back based on their negligence to act when i asked to close my account was lost on 7.11.2023 so 4 days after my initial request to close my account. My original rquest where i stated i want to close my account on lack of promotion and money losing money too fast was on 3.11.2023. Robert replied to my message on 6.11.2023 without doing anything which was already 3 days later after my initial request.

my account was finally blocked on 7.11.2023 or 8.11.2023 when i made the complaint to them to refund the money because they did not close my account initially when i asked on 3.11.2023 or even 6.11.2023 when Robert replied back but did nothing

Thank you, sam_i, for the clarification. Kindly note that stating "If not, I guess you can just close my account" is not an appropriate way to request self-exclusion or account closure. Bringing up account closure as a means of influencing bonus requests from a casino is not recommended. Both players and casinos should responsibly utilize self-exclusion tools. In my earlier response, I outlined the correct procedure for initiating a self-exclusion and provided the appropriate email address for such requests.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

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.