Slotbox Casino - The player's requesting a refund of his deposits.

Hallo Casino guru,

ich hoffe sie können mir hier behilflich sein.

Und zwar folgendes. Ich habe im Slotbox Casino mehrere Einzahlungen getätigt, insgesamt ca. 15.

Ich bin heute mal aus reiner neugierde in die AGBs von dem Casino rein gegangen und habe mir das durch gelesen. Daraufhin habe ich gesehen, dass Deutschland unter den Ländern steht, wo keine Echtgeldeinsätze erlaubt sind.

Anbei auch ein Screenshot.

Zumal habe ich mich in dem Casino schon selbst sperren lassen, habe denen eine E-Mail geschrieben das ich spielsüchtig bin und die für IMMER mein Konto sperren sollen. Jedoch haben Sie mich das wieder öffnen lassen.

Aber dennoch finde ich den ersten Punkt am stärksten, da ich normalerweise nicht aus Deutschland da spielen darf, was auch in deren AGB steht.

Aus diesem grund würde ich anspruch haben wollen, mein eingezahltes geld zurück zu erhalten.

Ich bitte um eure Hilfe. Danke.

Hello alpsko,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotbox Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you registered in the casino? Was your account ever verified? Is your account currently closed due the self exclusion? How much is your remaining balance on your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hallo,

registriert bin ich in dem casino seit 1 jahr glaube ich, bin mir nicht sicher. Auch weiss ich nicht ob mein Konto verifiziert wurde. Mein konto ist seit gestern für 1 monat gesperrt, durch mich selber, da ich gestern dort mehrere einzahlungen getätigt habe und dann in den AGBS gesehen habe das dort deutsche spieler garnicht spielen dürfen. Restguthaben ist momentan keins auf dem casino konto. Gesprochen mit dem casino schon eine gewisse zeit her, da ging es um das thema einzahlungen.

Hello alpsko,

As long as there is no remaining balance on your casino account, there isn't much we would be able to do. If you have already lost your money in the casino, it's like you would have lose it in any other casino regardless the country restriction.

It would be a much different case if you would have remaining balance there and the casino would refuse to pay it out due the restriction.

Unfortunately lost deposits can't be refunded for such cases. I would definitely recommend to watch out the restrictions before you register in any other online casino.

Is there anything else we can assist you with? If not, we will be forced to close the complaint.

Alles klar, dann weiss ich bescheid. Was ich aber noch erwähnen wollte. Ich habe dem support eine E-Mail geschrieben gehabt, dass ich spielsüchtig bin und sie mein konto für immer sperren sollen, ohne die option es wieder zu öffnen. (vor den einzahlungen). Es wurde gesperrt, aber am ende haben sie es mich dennoch wieder öffnen lassen. Ist das erlaubt?

Can you please forward the same request you sent to the casino to nikolas.b@casino.guru.

If you did mention gambling addiction, they should not allow you to reopen the account.

Hallo,

ich habe soeben die Email mit den von mir an slotbox gesendeten emails wo ich darum gebeten hatte mein konto zu schliessen wegen spielsucht. Jedoch haben sie es mich wieder öffnen und einzahlen lassen.

Do I understand it correctly that your issue has been resolved?

Nein das problem wurde nicht gelöst. Ich meine damit das ich die Email adresse wo ich um sperre gebeten hatte, an die von ihnen angegebene email : nikolas.b@casino.guru geschickt habe. Darum hatten sie ja oben gebeten gehabt oder nicht ? (ihr beitrag von gestern)

Hello alpsko,

Thank you for the e-mail provided.

Can you please advise if your account was closed when you requested the closure in march or it remained open all the time?

Hallo Nick,

das Konto wurde geschlossen. Jedoch wurde es einige zeit später wieder geöffnet, nachdem ich darum gebeten habe. Aber genau das finde ich falsch. Die wussten ich bin spielsüchtig und haben es dann dennoch wieder geöffnet.

Thank you alpsko for all the information provided so far. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear alpsko,

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 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.

Wie das aussieht interessiert es denen einfach nicht. Absoulut nicht zu empfehlen das Casino!!

Hey alpsko,

I am communicating with the casino representative and they should reply here very soon.

Hi, the account was closed when requested with the appropriate closure type based on the responsible gambling reasons given by the client. 6 months later they contacted us requesting the account be reopened , when asked about the reasons for closure given at the time the client showed no recollection of this and said they had intended to just take a break. We asked what had changed for them since the closure and initiated a responsible gambling interaction asking several questions which the client answered positively. The case went into a 24h cool of period before the interaction continued. From here we advised "...confirm that you accept the responsibility for the reopening of your account and any losses that may incur on your account. We also recommend setting a deposit limit." the client replied "i do confirm that i accept the responsibility for the reopening of my account and any losses that may incur on my account.". From here we provided additional responsible gambling information and details of the tools/limits available and reminded them of the risks of gambling; a second cool off period was applied for 7 days before access could be granted, ending 13/10. On 16/10 the client contacted us confirming that they wished to reopen the account and the access was granted. No queries in relation to this matter were ever raised with us by the client since the account was reopened.

Dear alpsko,

As for casino.guru I would like to point out that the best solution is to never reopen such accounts. If players express gambling problem even slightly, it is always safer to not allow them to return than later find out that the gambling issues returned. However, the standard is different and depends on the operator, regulator and market.

Therefore, if the process of the reopening is valid with the T&Cs of the casino and policies of the regulator, and even has relevant form, we can only respect it. Based on the evidence provided by the casino, your account was closed for more than 6 months, after the request to reopen you received two cool off periods to have enough time to change your mind, even accepting the responsibility. It is unusual (positively) for Curaçao licensed casino to have such a process.

I am very sorry about the situation but after concluding all the information from the casino team I am forced to reject your case. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru