SlotMonster Casino - Player's account not closed due to gambling addiction.

Hade Casino closed my account on their sister site due to gambling addiction and I asked them to close my account on all their sister sites. However, they did not do this, and I was still able to open an account and gamble on Slotmonster. Let's be honest, if I had won, they would have said I should never have been allowed to play. This puts them in a win-win situation. It's also of poor quality to reopen an account for someone with a gambling addiction. It makes no sense for them to talk about gambling addiction and responsible gambling. There should be a refund here.

Dear Gez80,

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:

Self-Exclusion

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: support@slotmonster.com 

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. 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.

Could you please advise if you have requested self-exclusion from Slotmonstercasino directly? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your reply, Gez80. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

No, not directly to slotmonster. But to their sister sites and as you can see I have told them to block me on all their sister sites and as far as I understand received a response from them.

I don't believe automation has anything to do with this situation as you mentioned. 

I understand that automation would mean if I ask them to close my account on 1ex Instawin, it doesn't automatically get closed on Slotmonster.

But if in the same email, I ask them to close my account on the current site plus their sister sites, do you think they should close it and would you consider that automatic or that I specifically requested it?

For me, automatic means that the account gets closed on all sister sites when gambling addiction is mentioned. This is the standard for all reputable casinos.

So it's fortunate that I explicitly requested them to close it in the email rather than assuming it would be "automatically" closed :)

Do you currently have access to your SlotMonster Casino account?

No i have closed it

I am sorry, but if you didn't inform this specific casino about your gambling problem before depositing and your account has been closed, there is not much we can do. I can only recommend how to self-exclude properly the next time. 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. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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."

Furthermore, 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.

Lastly, 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.