The player from Germany reported that her son accessed her casino account without permission, resulting in unauthorized payments of 1650€. Although the casino suspended the account for review, the player was left uncertain about the status of her pending withdrawal after being disconnected from customer support. The Complaints Team concluded that the player was responsible for actions taken on her account, leading to the rejection of the complaint. The player was advised to contact the team for any future issues with this or other casinos.
Slotexo Casino - Player's account has been suspended.
Amount: €2,650
Slotexo Casino
Safety Index:Above averageSafety Index
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7.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
19 hours ago
Public
Public
2 days ago
Translation
Hello,
I reported to the casino today that my son played without permission this morning and made payments from my account totaling 1650€. This situation is already serious enough. I was communicating with a lady who said she would forward this for review. She then informed me that my account would be suspended during the review process, which I understand. However, when I asked her about my pending withdrawal, she suggested I wait briefly and then I was suddenly kicked out of the chat. Now my account is suspended, and I have no idea if I will get my money back.
Automatic translation:
Public
Public
22 hours ago
Dear marypaul,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I checked the Terms & Conditions and this is what I found:
3.3 You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.
Please remember that you are responsible for your casino account. It may be not easy to prove that the actions in question were carried out by your son rather than by you.
Public
Public
20 hours ago
Translation
I have to agree with you there. Unfortunately, I can only repeat this as it was. But when I read your answer, you tell me in a roundabout way that I can write off my money. It's a shame that there are no more people with hearts these days and that you are punished so severely for not being careful.
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