The player from Germany has tried to self-exclude from the casino. Unfortunately, the enquiry was ignored. Player’s complaint has been resolved successfully.
Slotman Casino - Player’s request for a self-exclusion has been overlooked.
Amount: €250
Slotman Casino
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I opened my account at slotman a week ago. Gambling addiction closed. € 250 credit is available. However, the provider did not accept that I wanted to withdraw my money and instead expressed concern that I wanted to close my account. I should pay out my credit independently after 7 days. Within this time, the methods for the withdrawal have largely been removed. Although I deposited with the bank, the withdrawal was suddenly no longer possible. For the opening, I was guaranteed that under no circumstances would I be able to make any more assignments (email is available). Today I received an automatic e-mail that I can and should like to play again. The account can still be used without any restrictions, although I have clearly described my situation.
An absolutely unscrupulous casino. My addiction is supposed to be exploited in a targeted manner. I can continue to deposit and lose without any problems.
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3 years ago
Dear Stefan,
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 the self-exclusion? 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?
Is this support@slotman.com the email address to which you have sent your emails?
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
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3 years ago
Translation
The casino answered me yesterday. The remaining credit will probably be paid out after all. This may not normally be possible once the account is closed. Wait...
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3 years ago
Translation
The remaining balance has been paid out. However, only after the complaint has been sent to the casino. The casino apparently realized that my various attempts to close the account were being deliberately ignored.
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3 years ago
Thank you very much, Stefan, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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3 years ago
Translation
You can present the complaint as resolved. After I showed the complaint to the casino, they at least paid out the remaining balance. They wanted to keep that beforehand.
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3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Stefan, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
