Slots Safari Casino - Player's account got reopened despite self-exclusion request.

Hi

I would like to complaint on Slotssafari.co.

After a huge loss I contacted this casino by chat, asking them to block my account due to my addiction. This account was then blocked as expected.

As I dont have control over my gambling, I was able to reopen my account only days after without any problem, and had a new loss at this casino.

where is the responsible gaming? I stated my addiction to this casino, but there was no problem for me to reopen the account. I have proof stating that I am addicted and asked to block my account. I got confirmed that the account was blocked.

this is not compliant with the act of «Responsible gaming», and I am asking for full refund for all deposits made after I informed them about my addiction.

this casino claim that they have a license to quracao, but I dont find ant information on this online.

i have tried to contact them but they refuse to answer. I asked then on chat why I was able to reopen my account. They responded with kicking me out of the chat.

i will file a Chargeback through Visa if this merchant dont respond.

Dear millapus1989,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots Safari Casino.

I checked the casino's website and didn't find any references to a license and it is our conclusion the casino doesn't hold any license in Curacao or elsewhere.

Do I understand correctly the amount of 16,500 kr was deposited on the same casino account that was supposed to be blocked by the casino after you informed them about your gambling issues?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi

yes that is correct. Same account was reopened and the disputed amount is made after I informed them about my addiction.

the whole site seems te be a complete scam, as they informed me about the license, but it seems to be false information. They also refuse to respond by mail and chat now.

Could you please explain the timeline of events of the case?

Could you please specify when exactly you chatted with the casino support and asked for the account to be blocked?

When was your account reopened?

I'll await your reply.

29.july I contacted them on chat, please attachment, stating my addiction and urging them to block my account.

02.august the account was reopened.

i have filed a complaint to them. They only argue that they thought my addiction was over. Just riddicilous. An addiction is not over in 4 days

Thank you very much, millapus1989, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello millapus1989,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite Slots Safari Casino to join the conversation and participate in the resolution of this complaint.

Dear Slots Safari Casino,

Can you please comment on the player's issue? Why have you reopened their account after only 5 days?

Thank you.

Best wishes,

Tomas

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.

Dear millapus1989,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas