Slothub Casino - Player’s attempts to close his account have been overlooked.

Hello,

I previously self excluded my account from Slothub forever via their website and online chat months and months ago and I thought nothing of it.

A few weeks ago then I received a message from one of their representative's via the app Telegram. I didn't message them first, I never had any dealings with this person previously and I have never used the app before as can be seen by the screenshot provided. They representative of Slothub contacted me saying they could open an account with my mobile number and offer a great deal. They opened the account and all my details were already submitted for all the forms which I find extremely strange also.

When questioned later about how they received my information they state "We obtained your contact information when you provided it to one of our partner websites or services, which you agreed could be shared shared for marketing purposes."

I did no such thing.

I recently looked on to a few forums here with Morespin and seen a link between the two and my account with Morespin was still open also at this time they also did not close my account with Slothub when I mentioned it to be closed and have an ongoing complaint with them. I contacted Morespin and asked them why did they send my data across to Slothub to which they denied it. A few moments later I was blocked from both Slothub and Morespin.

I believe there is a link, even though they state there isn't, between Slothub and Morespin as that's the only way my information would have been sent across as stated in their online chat.

There's a few outcomes I want to find out:

1. Who is Slothubs partner as they state in the online chat?

2. When/Where/How/Why was my data sent across from their partner site to Slothub without my consent as this is a breach of data protection because I didn't agree to this.

3. Why was my account reopened with Slothub after I had requested it to be closed previously for a self exclusion due to a gambling problem and allowed to deposit again?

4. Why are all my emails now being ignored to Slothub/Morespin about this issue?

Any help would be greatly appreciated.

Kind regards,

Shandy37

Dear Shandy37,

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

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

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 Petronela,

Email sent.

Kind regards,

Shandy37

Thank you, Shandy37, for your email. I have checked the Terms and Conditions of MoreSpin Casino and this is what I found (here):

6. DATA RECIPIENTS

We may pass information that you have given us to other entities within our group of companies and to our business partners. These companies include our parent companies, their parent companies and all of the subsidiaries of these respective companies, as well as other companies with whom we carry out business and hold necessary agreements. Data processing of your information may be undertaken by the Company or by another entity in our group of companies, which may use a third party to fulfill such data processing needs.

When you created your account with MoreSpin Casino you agreed to those terms.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure?

Hello Petronela,

I've sent on the information you requested via email.

Kind regards,

Shandy37

You stated previously that you self-excluded from Slothub Casino months ago:

I previously self excluded my account from Slothub forever via their website and online chat months and months ago and I thought nothing of it.

Could you please forward this request? I received the one from MoreSpin Casino only:

Hello Petronela,

Please see your emails.

Will I continue to email you or is it a preferred method to post here?

Kind regards,

Shandy37

Thank you, Shandy37, for your emails. You stated that your original account with Slothub Casino was closed due to a gambling problem.

My original account with Slothub was andyshan37, this was closed prior due to a gambling problem.

The account which the Slothub VIP personal manager contacted me and set me up for was Shandy37, I did not initiate the set up, Slothub contacted me after stating gambling addiction through the app Telegram and set up an account for me even after I stated a gambling addiction with account andyshan37.

Might I inquire about the method through which you initiated the self-exclusion? Was it done via the recommended channels of live chat or email, ensuring you have a record for future reference?

Based on the forwarded screenshot, it appears you requested a password reset for your account.

Have you, by any chance, retained the correspondence between yourself and the VIP manager who reached out to you and encouraged the creation of a new account?

Hello Petronela,

I attached the reference andyshan37 for password reset to show that I had an account with the same information that was processed when the new account was set up by the VIP manager.

The method for self exclusion was through live chat via the self exclusion service that was provided and I also stated permanent with this. Unfortunately I have been trying for days to get back onto the account and asking for assistance through live chat to no avail. All the live chat correspondence and also the VIP manager have now completely ignored all chats/emails which I have sent.

It has also been 14 days now since I sent the original email and as per their terms and conditions 14 days is the time frame for sorting disputes/complaints. I have not received a single response to those emails.

I have retained the correspondence through the app Telegram which the VIP manager contacted me and will attach here for your reference.

Please note with the correspondence to the VIP manager, she had all my contact details already and set up account Shandy37 the same as Morespin account Shandy37, same mobile number, same address, same full name, D.O.B. etc. I didn't have to do anything. You can see from my "Hello?" As I did not know who this was and it was her that set up the account as she states.

If you require any further information please let me know. Thank you for your help so far.

Kind regards,

Shandy37

Hello Petronela,

Please find attached also a copy of the email trail that has been sent to Slothub support with not a single response from their support team or their online chat support which states as per the website "Replies in under 3mins"(they are also live)

All of my attempts to contact them state that the online chat operative is live and then all of a sudden"Back Tomorrow"

Also included is the email trail which states they would contact you with an update or words to that effect. Not a single response from their support team in reference to the complaint.

If you require any further information please let me know.

Kind regards,

Shandy37



The situation remains unclear regarding whether your self-exclusion from Slothub Casino was due to gambling-related issues. Based on the evidence provided, we have established that you had a previous account with the casino, which was either blocked or inactive for a period. Subsequently, the VIP Manager extended a special offer to you, which you promptly accepted. Throughout this exchange, there was no mention of any gambling problems.

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 Shandy37,

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.

Hello Petronela,

Apologies for the delayed response as I've been away and only getting a chance to reply now.

So in regards to the account Shandy37, this was the account with andy_shanagher@yahoo.com.

The account andyshan37 was with andyshanagher137@gmail.com. This account was self excluded via their website through online chat which I have tried to get access to. The option to send transcript to your email address does not exist with this site and you can only take screenshots of online chats as previously shown above.

I have made multiple attempts to get back onto that account to get that information for you to show that:

1. I had an account with the same information that was used to open an account with Slothub with the new email and the operator knew this when they contacted me.

2. That account was self excluded due to a gambling addiction.

They see my online chat information and refuse to respond to both emails and online chats.

I would ask you to invite the site/Casino to respond here with the information that I requested under GDPR also which includes all emails/chat transcripts, account information, transaction history etc. They have refused to respond. They have also refused to respond to my email complaint which they stated in their terms and conditions would be 14 days for a response. They have gone completely quiet and the initial support operator who contacted me through Telegram has also now blocked me from contacting them.

I have shown that I have two accounts with the same information and have tried to gather as much information for you as possible but when the operator/online chat/support are completely unresponsive then this is where I would ask you could you invite them to enter this conversation and try to resolve this matter.

Provide the information which I requested so that I can prove this case for you.

It's completely irresponsible for Slothub to not respond with my information or the information I requested.

Can you please help with this matter.

Kind regards,

Shandy37

I sincerely apologize, but we are unable to proceed without substantiating evidence confirming that you did, in fact, request the blocking of your account due to a gambling issue. 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 Slothub 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@slothub.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Having solid proof is an absolute necessity when submitting a complaint, as without it, our chances of addressing the casino's actions are significantly diminished.

Thank you in advance.

Dear Shandy37,

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.

Hello Petronela,

Apologies for the delayed response.

I have emailed as per your request and also cc'd you in said email.

Please let me know if you need any further information.

Kind regards,

Shandy37

Shandy37, I appreciate that you included me in your email to the casino. However, it seems that you didn't explicitly convey your intention to have your account permanently blocked due to a gambling problem. It's essential to understand that without clearly stating the rationale behind your decision, it cannot be regarded as valid proof and may not be recognized as relevant communication to support your future decision to abstain from using this particular casino.

Dear Shandy37,

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.

Hello Petronela,

Apologies for the delayed response.

If it would be possible to give me another day or two and I'll have evidence for you, I'm currently compiling it at the moment.

Apologies about the delay.

Kind regards,

Shandy37

Hello Shandy37,

Have there been any developments since our last conversation, please? 

Dear Shandy37,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.