Slots.io Casino - Player’s request to close his casino account has been overlooked.

On the 5.11.2020 I was asked twice (I have only attached screenshot from email converstaion,because I don't have one from live chat agent) to close my account Permanently. Without posibillity to re-open it. As a reason I said it about their poor bonus program. Trulry it doesn't matter the reason,when you asking for PERMANENT CLOSURE ,WITHOUT POSIBILLITY TO RE-OPEN.

after few days (on 09.11.2020) I've asked about my account reopening,and without few minutes it was avalible for me. Any questions,any player protection. I can depositing my money. They wrote me back that is because of my closure reason,and when I choose other (like gambling problems) they wouldnt reactivate my account. On this day (09.11.2020) I have deposited 550Euros (1x300euro, 1x150euro and 1x100euro),wich in my opinion shouldnt be allowed to deposit ,because of my case from 5.11.2020.

I'd like to get yours point of view as a licence operator. My point of view is that my email (in attach screenshot) and live chat Ask to permanent closure was ignored by www.slots.io

Best regards

Damian 

Dear Ned,

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

Firstly, I would like to clarify that we are not a "License operator". Casino.Guru is an independent online casinos database which acts as a mediator resolving players’ disputes.

Secondly, please allow me to explain a difference between closing an account and a self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What a player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does and is usually connected closely with player’s gambling issue. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

I have checked Responsible Gaming section on the website, and this is what I found https://slots.io/help-center/help-terms-and-conditions/responsible-gaming:

"Self-exclusion requests must be made by email from the account’s registered email address to our customer support department at compliance@slots.io. Requests made via Chat cannot and will not be actioned. However, a customer support agent will direct you to our customer support email service."

Unfortunately, if you have requested an account closure because you were dissatisfied with bonus program and later decided to reopen your account, I’m afraid there is not much we can do for you.

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. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi Petronella

Thank you for answer to my query.

At first I'd like to say that slots.io doesn't have any tools on their website to close account. As you found ,also live chat ask doesn't work. You have to write a email about this. And I've made it. And Ask to PERMANENT closure...i don't know what I can make more in this case... That I said it's about bonus program it's true, it was only one od the reasons and they told me to choose one. Perhaps I've choose the wrong one.

On other casino (don't wan't to say the name ,but can send you privat a screenshots) I have also self-excluded me via email and that works. When I go now to the chat and Ask about reopening they telling me that I said them about PERMANENT closing and they don't let me in.

It's like on the "spielhallen" in Germany. You can go in,tell them that you like to make self exclude and it's made for you.

Perhaps I should gave "gambling problems" reason and then would be everything fine. But as I said there wasn't any tool on their site. Only to set limits,etc.

If you need some more info proofs from me or screenshots ,please let me know.

Best regards

Thank you, Ned, for your reply. Unfortunately, not all the casinos have the same tools. In this specific one you need to send an email to request a self-exclusion. Could you please forward the email that you have sent to casino? My email address is petronela.k@casino.guru? 

Hi Petronela

Do you have any other email adress?

Trying to sens you screenshots all day but email is on "pending" on my gmail. To any other person can sent without few seconds. Perhaps your email is full?

Best regards

Thank you, Ned, for forwarding the relevant communication. As I stated earlier, closing an account has almost no impact. Player can close and open an account anytime. If you would like to self-exclude yourself from the casino, I would recommend sending an email to compliance@slots.io stating a reason and period for which you wish to be self-excluded. 

Hi there.

Thanx for answer.

But I can't login to my account ,they have me geblocked.

And to my "self-exclusion",I thought when I'm sending a email to their support ,and Ask to permanent closing my account IT should be enough to permanent closing. Because they don't have any tools via player profile to self-exclusion,I've made it via email.

Do I understand correctly that your account is now closed? How would you like to proceed with the case? Please understand that you are not entitled for a refund. You have closed your account, and even if you stated it should be a permanent closure, later you have decided to reopen it, deposit, and play. 

Account was closed by www.slots.io. after my questions about refund and re-opening on my will.

So if Im using one posiblle way(email ) to close my account Permanently it makes nothing because I can it open anyway? This can't be

Dear Ned,

If you would like to self-exclude yourself from the casino, I would recommend sending an email to compliance@slots.io stating a reason (yes, gambling problem is the most relevant one) and period for which you wish to be self-excluded.

Hi.

You don't understood me.

I have already me self-excluded from slots.io. with Ask to not reopening my account and permanent block.

After few days asked to re-open my account and it was made without minutes and my account was active.

That is the main problem .

Why you have to send email about email closure ,when they let you on after few days to Play and deposit money?

I think I do understand. You stated earlier that you’ve requested account closure (not self-exclusion) due to a poor bonus program. I’m suggesting sending a request for a self-exclusion expressing more valid reason.

Dear Ned,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.