Slotsi Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hei

Olen peliongelmainen ja olen tehnyt Casinon omistavalle yhtiölle ns.self-exclusion muutamia vuosia sitten. Nyt tämä yhtiö on avannut uusia sivuja mihin pääsin kirjautumaan ja pelamaan. Nyt eräänä iltana tein virheen ja pelasin. Tallettaen monta kertaa ja häviten yhden illan aikana yli 9000 eur. Nyt jälkeenpäin tilini on suljettu operaattori sululla ja he palauttivat rahan mitä oli jäänyt tilille, mutta eivät sitä yli 9000 eur.

Pyydänkö GDPR tietojani kasinolta että voin todentaa että olen pyytänyt self-exclusion vai onko siitä mitään hyötyä? Miten näette että minun kannattaisi edetä asiassa casinon kanssa, että saisin parhaan lopputuloksen?

Dear EpY8875,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

Do I understand correctly that you have received a refund already? How much was the amount returned to you?

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

Hei

Laitoin kuvat ja tietoa tuohon email osoitteeseen.

Thank you very much, EpY8875, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi EpY8875,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi EpY8875,

I managed to establish a communication line with the casino representative. The casino team should have already tried to reach you. Could you specify the ticket number, please?

Hi Jozef,

thanks for your help. Still waiting for answer and money from casino side? Do they told any information to you?

Dear EpY8875,

please, could you confirm that the casino team has not contacted you, yet?

Hei

15.syyskuuta tuli oheinen maili. Muuta tietoa ei ole tullut.

Hei

Kiitos yhteydenotostasi.

Emme näe, että tälläistä hyvityspyyntöä olisi aiemmin tehty. Olemme nyt eskaloineet hyvityspyynnön käsiteltäväksi. Pyydämme odottamaan, että pyyntö saadaan käsiteltyä ja teihin ollaan yhteydessä sähköpostitse.

Ystävällisin terveisin;

Asiakaspalvelu

Hei

Ei edelleenkään mitään vastausta eikä palautusta Kasinolta.

Dear Sisukasino team,

may I kindly ask you to react and explain the situation?

Hello EpY8875

Thank you for your review.

Kindly note that you would be required to follow the Complaints and Disputes Process, as outlined in clause 21 of our terms and conditions https://www.sisukasino.com/fi-fi/?page=terms&scrollTo=complaintsanddisputes. We can confirm that we have escalated this matter to the Complaints Team who will be assisting you further in this respect.

@Casino Guru, we are unable to provide further commentary on the matter due to GDPR constraints, as we are sure you can appreciate.

Following the outcome of the internal dispute; in the event that the customer remains dissatisfied with the resolve, he is welcome to reach out to the ADR’s as outlined in clause 21 of our terms and conditions.

Kind Regards

Sisukasino

Sensored...

Ok let's wait to few days that you publish the previous message, what I send it to you, please. But not more because they have had enough time to resolve this case. I really hope that they finally take this case seriously, what the have not done yet!

Dear EpY8875,

please, could you confirm that you have agreed to contact the regulator?

Dear Jozef

Yes, I confirm that I have take contact to the regulator.

Since the player has decided to take this case to the regulator, we are forced to close it, and wait for their decision. When regulator decides, we will update this case accordingly.

Dear EpY8875,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at jozef.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,Jozef

Hei odotan päätöstä edelleen tapaus on avattu uudelleen 20.4. jostain syystä on kestää nyt todella pitkään.

Dear xxx

By means of this email, we wish to inform you that your case has been accepted and assigned to one of our officials who will shortly start the required escalation process and contact White Hat Gaming Limited who are the operators for www.sisukasino.com.

Depending on the nature and extent of the investigation required it may take up to 30 days before we can provide you with an outcome to your case however it may also take significantly less.

We courteously request that you refrain from contacting us unnecessarily unless it is to provide any further details or evidence relating to your case.

We will contact you directly should we require any further information from you.

Sincerely,

MGA Player Support Administration

Hello,

Could you please send me this email as an attachment? I trust you, but it is standard procedure to request evidence first.

jozef.k@casino.guru

Dear EpY8875,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hei,

Saitko sähköpostini tästä asiasta minkä lähetin jonkin aikaa sitten?

-EpY

Dear Sisukasino team,

please, has there been any update from the regulator's side?

Dear Jozef,

This matter is in the regulator's hands. They will provide an answer to EpY8875 as soon as they have reached a decision.

We are unable to provide further updates on this matter. I am sure you can appreciate this.

Kind regards

Sisukasino

Based on all available information, it appears that the case is still under investigation by the regulator. Therefore, I am closing it accordingly.

Dear EpY8875,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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

The player can reopen this complaint anytime.