Slots777 Casino - Self-exclusion request was not respected.

On 20th of september and i deposit 10€ and then after i lost it i send them a message through their site that i want to close my account due to gambling addiction. I got a automate reply email that says

"Hello Razogore,

We have received your support request and we are working on it. Please note that some requests can take longer than others and that we always try to resolve the issue as soon as possible.

Regards,

Slots777 Support"

Today after a month and 6 days i made another 2 deposits of total of 34€ euro. I have completely forgot that i have asked to close my account. So i was be able to play. I would like casino to refund the amount. I have deposit history screenshot and also the emails that got replied in my first message that saying to close my account.

Dear Mardock,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward the self-exclusion request to kristina.s@casino.guru? Alternatively, you can post it here.

Additionally, if there is any other relevant communication between you and the casino, please forward it as well.

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,

Kristina

The site's contact form doesn't keep history. The only thing that i have the the automate email reply that sent me after i fullfill the contact form. I couldn't find anywhere the history of my messages that i sent them throught their site. Only the email replies.

Thank you for your reply, Mardock. I'm sorry, but we require the self-exclusion request as evidence to proceed with a complaint like this. At this point, I can only recommend that you request self-exclusion again. 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."

Please send an email to Slots777 Casino and keep me informed about any further developments. Thank you in advance.

On 26th of octomber the wrote me

"Hi Razogore,

You are correct, your original request was overlooked. To proceed with your withdrawal, please provide the following documents as requested by our banking partners:

Passport or ID (both sides)

Proof of address (not older than three months)

Note: Documentation needs to be un-cropped, unedited and all the information must be clearly visible.

IBAN of bank account (account holder must be the same as customer)

Regards,"

I have provide them with the documents but i haven't got any reply or money yet.

Well, unfortunately, it can take some time to review all documents and issue a refund. In the meantime, could you please advise if you currently have access to your casino account?

The case can be closed

Do I understand correctly that the issue has been resolved?

yes

Dear Mardock,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru