The player from Germany had experienced a problem where his deposit had been booked twice via different payment methods. He had set a deposit limit and believed this issue had arisen due to a system bug. The player had requested a refund for one of the deposits. He had communicated with our team and provided all necessary information. We had attempted to contact the casino but received no response, leading to the case being temporarily closed as 'unresolved'. Later, the casino had requested to reopen the case. After further communication, the player confirmed that the issue had been resolved. Consequently, we had marked the case as 'resolved'.
Slotimo Casino - Player is requesting a refund.
Amount: €130
Slotimo Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Slotimo Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good day,
I create a new account on Slotimo1.com and set a deposit limit of €133 via the live chat right before I made a deposit
This was then set and confirmed.
Then I paid via bank transfer. However, my money was NOT booked even though it was debited from my account.
Then I tried to deposit again with Sofort. That worked and my money was booked to my account 5 minutes later.
But then the shock, 48 hours later, the money from my first transfer was also credited to my player account. So 2x 133€ deposit!!!!
I had firmly assumed that due to the player limit, my first deposit would simply be canceled and transferred back to my account. That wasn't the case.
For this reason I am requesting a refund of one of these deposits. Since these exceed my set player limit and should therefore never have been booked!!
Automatic translation:
Public
Public
1 year ago
Dear ChewChew,
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, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?
Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Hello,
my funds are both already spent. But you can't blame me for that. I have these bans specifically for these reasons as player protection is very important to me.
My account is not yet verified.
I will send all account receipts to the specified email.
Nevertheless, in my opinion, I am entitled to a refund of one deposit, as this should never have been booked.
Sincerely
Automatic translation:
Public
Public
1 year ago
Thank you, ChewChew, for your email. Could you please forward any supporting evidence that you requested the deposit limits? Looking forward to hearing from you.
Public
Public
1 year ago
Translation
I have just sent you another email.
I set a limit right after creating the account like I always do.
The deposit via bank transfer was just not processed and apparently took 3 days.
I didn't know that, but I wasn't told either. After I saw that there was no money in my gaming account, I made a second transfer via. Instant bank transfer.
It worked immediately, although I had already deposited and the first deposit just took a little longer. The system should never have let me make a second deposit. Since my limit was already reached with the first deposit.
This is clearly a bug in the system.
In any case, the refund is legitimate.
Please help me. It can't be like that. That's an insult to you.
Player protection is very important.
Automatic translation:
Public
Public
1 year ago
Thank you very much, ChewChew, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Dear ChewChew,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Public
Public
1 year ago
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.
Public
Public
1 year ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear ChewChew,
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. 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. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
Public
Public
1 year ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
Public
Public
1 year ago
Dear ChewChew,
the casino team has informed us that the case was already resolved. Please, could you confirm?
Public
Public
1 year ago
Dear ChewChew,
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.
Public
Public
1 year ago
Translation
Hello, yes the case has now been solved. Thanks to all
Automatic translation:
Public
Public
1 year ago
Dear ChewChew,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
