Slothub Casino - Casino ignores player’s self-exclusion request.

The casino does not pay attention to me, I send them to close my account due to problems with online gambling and they do not, not only do they not read me in the chat that says that they answer you in 3 minutes or via email.

I request the return of all income made. Total €331

Dear Xotin35,

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 to make sure I understand the situation completely.

Could you please specify when exactly did you request to be self-excluded from the casino due to gambling problems? Please note that usually, it takes casinos 3 to 4 days to process the self-exclusion requests from players.

Have you made any deposits after you submitted your self-exclusion request?

Could you please advise if you have passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

Verification failed because no one connects.

I requested it 1 day ago but no one responds or reads the messages. And it says that in 3 min they respond, they haven't even read the messages.

e made a total of €331 after self-exclusion.

As I tell you, my account is still working today. No one answers or they close my account

Dear Xontin35,

I have checked the Self-exclusion policy of Slothub Casino and this is what I found:

9. Conditions and Processes

To self-exclude means to stop betting or gambling for a set time. Self-exclusion can be temporary or permanent.

By requesting one of our self-exclusion time periods on offer you agree to the following terms and conditions, which will be effective from the minute you receive a confirmation email of your chosen self-exclusion, this email will be sent to the email address used to register your account only and will display the date of self-exclusion completion.Requests made via our Chat function will not be actioned. However, a customer support agent will direct you to our customer support email service.

On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-months and permanent self-exclusions available. There will be no variation of these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24 - hrs, your account will be reopened and confirmed by email.If after reviewing our self-exclusion options you decide you would like to proceed with a permanent self-exclusion, you will be required to set an exclusion period when prompted. On occasion, we might decide to place an account on a short self-exclusion period if we believe it to be needed and or beneficial to the customer. This will be communicated by email; the above terms and conditions will apply.

You are not permitted to leave any balance in your account during a self-exclusion time period. You will not be able to access your account to withdraw any funds during your requested self-exclusion. If you have an account affected by a self-exclusion that has any active bets, the Cash Out function will be applied at the point of self-exclusion confirmation. Bets will not be void; SlotHub will not be returned or remain active throughout a self-exclusion time period. Bets will not be reinstated after a self-exclusion completion. While Self Excluded, you are not eligible for any form of benefits, bonuses or reloads.

Could you please advise if you received any confirmation email from the casino yet?

Did you send your self-exclusion request from the same email address that you used for registration at the casino?

I have not received anything and nobody told me anything

My account is still open and with the possibility of playing. Help me please

Thank you very much, Xotin35, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

OK, thanks a lot

Hello Xotin35,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. In the meantime, I strongly recommend you not to log in to your casino account, to avoid any more losses. I understand that it can be very hard when you experience gambling problems, but sadly not all casinos are responding immediately to self-exclusion requests.

We would like to invite Slothub Casino to join the conversation.

Dear Slothub Casino,

Can you please provide some information on why has the player's self-exclusion request been not processed yet?

When will you close the player's account and when will the player be notified about this, please?

I just want my account to be closed and my money returned since it had to be closed.

Please close my account please

Dear Xotin35,

Regrettably, I have not received any response from the casino at this point. Nonetheless, I will continue my efforts to reach out to them. While I understand that refraining from logging into your casino account and playing may be challenging, I highly advise against it to prevent further financial losses.

my mother Thank you very much please try to talk to them

Hello, we don't know anything

Dear Xotin35,

Sadly, I have not received any response from the casino despite my numerous attempts.

I will continue my efforts to reach out to them.

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.

Hi xotin35,

As a responsible casino, our players' gambling problems are our top priority and we are always here to help!

First of all, we are very sorry for the problem you are experiencing!

However, you can quickly and safely exclude yourself from our casino by following the steps from the "Responsible Gambling" menu in your profile, as stated in our chatbot and Self-Exclusion page, and as you agree when registering.

I would like to point out that when we checked our records, we could not find any action regarding this before.

Could you please follow the self-exclusion steps using the link below?

https://slothub.com/account/responsible-gambling

You can find more information here:

https://slothub.com/pages/self-exclusion

If you still need help, feel free to contact us at support@slothub.com

Kind regards,

SlotHub Casino

As you say, I could have contacted support@slothub.com, and as I am telling you, I wrote to you in both Spanish and English and I assure you that I am still waiting for the answer.

I also wrote numerous times to the chat and no one answered me

Assistant screenshot.

If they do not return the €331 and close my account tomorrow, they will file a complaint with the gambling organization

I know your pee as in the closest legal institution to my house.

Dear xotin35,

Just to confirm, when exactly have you informed the casino of your gambling problems? Have you deposited and lost any money before you informed the casino about your gambling problem? If so, how much, please?

I hope you did not, but have you deposited and lost any money after you informed the casino about your gambling problem?

I informed him when I had made two deposits of €20 since I know what happens to me and if I don't play compassionately. I wrote both to the chat and since they did not respond to the email.

I request the return of €331 since they charge me commissions at the bank.

Dear xotin35,

Can you please answer my previous questions?

In addition, I have checked the self-exclusion options in Slothub account and they are very easy to find. Once I've clicked on the "Apply Self-Exclusion" button

I received an email with instructions within a few seconds,

Have you tried this option?

I didn't know I had that option. However, it says that if you need something, write to support. I wrote both to chat and email.

And I assure you that no one answered, especially in a case like mine that is gambling.

I think they did not answer to profit from my illness.

However, they have not closed my account, I will still close it now, knowing this option, thanks

Dear xotin35,

Can you please confirm, when exactly have you informed the casino of your gambling problems? Have you deposited and lost any money before you informed the casino about your gambling problem? If so, how much, please?

I hope you did not, but have you deposited and lost any money after you informed the casino about your gambling problem?

On July 3 at 9:31 in the morning that via email.

and in the chat a few hours before.

Of course I played after requesting the closure as much as €270 plus the commissions of the payment gateway

Thank you for the confirmation, xotin35.

Dear SlotHub Casino,

We believe that once a player turns to casino support in regard to a gambling problem, the support should act ASAP. A fair approach from the casino should be to close the player's account ASAP and return the player's deposits that have been made since the moment when the player indicated their gambling problems. Are you able to accommodate the player in this?

From what I see we don't know anything about the casino

Will you give me my money back please???

Dear Player and Casino.guru

We deeply regret any inconvenience experienced by our player. At SlotHub, one of our principal objectives is adhering to a stringent Responsible Gaming Policy.

Upon a meticulous review of the situation, we have identified several inaccuracies and discrepancies in the information provided, which we must address.

To begin, a thorough analysis of the player's activity logs indicate that the reported information and timestamps are factually incorrect. We must underscore our absolute intolerance towards any form of exploitation or abuse targeted at our casino.

For complete transparency and compliance with regulations, we are willing to provide a comprehensive record of the player's activity logs, as delineated below:

Player first registered: 2023-07-03 12:11:23

Player's first deposit: 2023-07-03 12:48:18

Player's last deposit: 2023-07-03 18:09:32

Total deposit by the player: 361€

Currently, our customer service operates solely in English. However, we noted that the player's first account closure request was made in Spanish to support@slothub.com at 2023-07-03 23:31

We also inform you that we have sent these log records to Michal via e-mail.

Our casino's user agreement, which the player accepted upon registration, clearly states our Responsible Gaming Policy. It allows players to self-exclude via our readily accessible Self-Exclusion tool. Our records indicate that the player had visited this page but chose not to proceed with any action.

https://slothub.com/pages/self-exclusion

https://slothub.com/pages/terms-and-conditions

Given these facts and upon analyzing the dates mentioned above, it appears evident that the player intended to take advantage of the situation, with the motive to reclaim losses incurred during gameplay.

Furthermore, the player first applied the Cool Down feature on 2023-07-19, 12:00:31 PM, after that chose not to engage any self-exclusion options and subsequently reactivated the account.

Our Responsible Gaming tools are designed to ensure a safe and accountable gaming environment. However, we cannot tolerate manipulative behavior or false information provision.

Therefore, in light of these circumstances, SlotHub Casino will not be processing any refunds to the player, as there is no legitimate grounds for the same.

Due to the attempted manipulation of the system and provision of inaccurate information, the player's account has been permanently disabled.

Best Regards,

SlotHub Accounts Team

all that is a lie

I tried to talk to them through the chat more than once and no case when on their page it says that they respond in 3 min.

And nothing, I already talked to the bank to return all the deposits made after the date 7/3/23 at 18:09.

Since, as you say, it is the last income made

Dear xotin35,

Upon a thorough examination of the evidence presented by the casino, I regret to inform you that I am unable to continue pursuing this case. The provided evidence from the SlotHub Casino team sufficiently supports their earlier statement.

It is essential to understand that the Responsible Gambling option is in place to safeguard you and other players from compulsive gaming. However, it is crucial for all players to inform the casino support about any gambling problems in advance, rather than doing so after incurring losses. Additionally, you had the option to utilize the Self-Exclusion tool in your casino account, which could have helped prevent this situation. Regrettably, after carefully considering all the relevant information, we are compelled to reject this complaint.

We apologize that we could not offer further assistance on this matter. If you encounter any issues with this or any other casino in the future, please do not hesitate to reach out to us and we try our best to help you.

Best regards,

Michal