SlotsMuse Casino - Player is dissatisfied with her experience in the casino.

Basically I am very upset and angry as I wasn't aware Slots muse was an casino site that treats there customer like I've been treated I requested the funds of 750 to be refunding after complaining but it got rejected and there is no one to speak to or take this further they won't accept because I am a British citizen they won't send me my rights or my data info and there terms and conditions are totally different to the UK I just feel they been very unfair my original compliant was not dealt with in the right manner and I don't no where else to go. They kept my withdrawel for ages and as was over a week they made it available in my account so I spent it I no this is my problem but if I was verified quicker and the funds pending this wouldnt of happend that why I requesting the 750 and I will take none of this further now it has escalated to this and I feel really upset with the casino and how I'm been treated. There is nothing In place for someone to be caring and understaning my complaint. Just rude.

Dear Lhad1987,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Do I understand correctly you played down your winnings?

Looking forward to hearing from you.

Best regards,

Tomas

Hello, yes I did play down my winnings, but they was in my account for nearly a week as the verication process took ages and the balance was there to use I feel this could of been prevented, also I complained about been vunerable as this site let's you on even if you have banned your self eg GameStop. I asked them for all my data ect things I have rights to and they won't give me them there emails are just not help full at all and I don't have rights they said as they in EU. They got no CEO or anyone I can take it I just feel there been unfair,

Hello are you there

Thanks for your patience.

The casino in question isn't licensed by the UKGC and is not part of the Gamstop self-exclusion scheme. Unfortunately, if you played down your winnings there is nothing we can help you with.

If you wish to self-exclude in this particular casino I would recommend the following:

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

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 (permanently).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please let me know about any further developments.

Dear Lhad1987,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.