The player from Italy, who had self-diagnosed as having a gambling addiction, had requested Slotimo to close her account due to her pathological situation. She had successfully closed the account but was able to open new ones on other sister casinos of Bellona NV. The complaint was rejected as the player's account had been already closed and she had access to tools to prevent further gambling.
Slotimo Casino - Player's self-exclusion request is not honored by all casinos.
Amount: €1,000
Slotimo Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Good evening, on 16/06/2023 I asked Slotimo to close my gambling account due to pathological addiction.
I managed to close the account but subsequently could open accounts in the twin casinos of Bellona NV without any issue.
Obviously, I am a person who struggles with compulsive gambling and it's extremely difficult for me to restrain my impulse to gamble. So much so that I am currently undergoing treatment.
I then found out that self-exclusion should apply to all their casinos, not just one since they are a company and should include my name in their list of problem gamblers to prevent me from accessing their platforms.
Yesterday, I decided to contact the casino and asked them if my account had been closed due to addiction.
They confirmed it had been closed and then asked if I wanted to reopen the account.
I responded affirmatively, to see if they would actually reopen it despite knowing my problem...and of course, they did reopen it instantly.
I then requested self-exclusion from another one of their casinos, Betonic, and specifically asked them to close my account from all their platforms due to gambling issues, even though they were aware of these issues.
This happened, and the casinos where I am registered blocked my accounts, but I could easily open accounts on their other platforms where I was not registered, using the same details.
I feel mocked and abandoned in a difficult journey from which I will struggle to emerge.
Especially because casinos like this one, instead of helping people who have pathological problems, allow them to continue depositing without a shred of conscience about the harm caused.
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9 months ago
Dear marumunteanu200,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found:
3.22.7. The customer acknowledges, agrees, and accepts that he/she has the possibility of Self-Exclusion only if customer already has an existing Account with adequate balance. It is technically impossible for the Operator to Self-Exclude persons who are not known to the Operator as Curaçao does not currently offer a national registry of Excluded Persons.
Unfortunately, there’s written specifically that you won't be prevented from creating accounts in sister casinos. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites, and there is not much we could do about it unless you specifically informed each casino about your gambling problem.
Nonetheless, we believe that once your account has been closed due to a gambling problem, it should not be reopened this easily.
Could you please clarify if you currently have access to your Slotimo Casino account?
Looking forward to hearing from you.
Best regards,
Kristina
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9 months ago
Translation
Well as far as I'm concerned it's not really like that since the owner of the casino is always the same.
In any case, I asked for self-exclusion from all Bellona NV and today I can open accounts in their casinos with my data.
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9 months ago
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Then I would like to understand... here you solved the same case differently from me, why? The problem is the same
The Italian player was able to create an unrestricted gaming account despite being self-excluded at a sister casino. Considering the fact that the player did not try in any way, nor did he have to try to bypass any restrictions to register the account, and was subsequently allowed to deposit and bet his funds until the moment he notified the operator their own active self -exclusion in a sister brand, we believe their deposits should be refunded. We closed the complaint as "Not Resolved" because the casino did not respond.
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9 months ago
Thank you for your reply, marumunteanu200. Firstly, please do not compare your complaint to others, you do not have access to all information and supporting evidence as most of them are not publicly shared or visible to any third party.
Could you please clarify if you currently have access to your Slotimo Casino account?
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9 months ago
Translation
I contacted emoore and they helped me close the account. However, I still manage to open accounts with the same data as me, having requested exclusion from bellona nv.
I find it absurd that these sites claim to follow responsible gaming regulations.
I opened accounts with 1 bet pri bet betonic etc and played a lot of money if I ever had to withdraw I wouldn't have been allowed but they let you deposit easily.
I have already understood that most likely you will not be of help to me so you can also close the complaint and I will look for more effective ways.
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9 months ago
Since it seems your account has already been closed, we are not able to assist you further. If you disagree with our decision, you can always try contacting the licensing authority as they have more tools and options to help.
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
