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

Mande y suplique la AUTOEXCLUSION y no me la practicaron nunca. No contestan a los mails para cerrar cuentas pero al si pides otra cosa contestan enseguida

Dear ALBAYLOLA,

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 a 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?

I have checked the Responsible Gambling section, and this is what I found https://slotsnbets.com/templates/company/responsible_gaming:

„SELF EXCLUSION

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self exclude. Self Exclusion means that your SlotsNBets account will remain closed for up to 3 months. To enable self Exclusion, please contact our Customer Support via Email with your request.

Please contact us if you require any further information or assistance on Self Exclusion or Time Out options."

https://slotsnbets.com/templates/company/terms_and_conditions:

"Self exclude or Timeout - We will only reply to emails sent to support@slotsnbets.com for this action and clearly mark in the subject line 'Account Closure. Any emails not stating your reason for closing eg; gambling problem will not be actioned as an urgent request. We take these requests seriously but due to the high levels of emails it may take us some time to reply. Any deposits made before the account is closed will be accepted and are non refundable."

Is this the email address that you have sent your email to?

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

Si que tengo mails. Mañana los localizo y adjunto las capturas de los mismos. Envíe al correo support@slotsnbets.com pero nunca contestaron, sin embargo a otros correos enviados por otro motivo si que contestan. He visto en algún foro que es una práctica habitual de no contestar a los usuarios que pedimos la AUTOEXCLUSION porque los que estamos enfermos somos su público objetivo. Mañana le envío los mails que nunca contestaron

Thank you very much, ALBAYLOLA, for your reply. I will be waiting for your emails patiently.

Acabo de enviar los correos. El segundo lo envíe con acuse de recibo y también se lo he enviado

No, lo envié antes a través del formulario de contacto de la web porque en el mes de marzo no había correo electrónico en los textos legales (o al menos de forma visible). Pero no podría decir con exactitud que día fue.

Encontré el mail en foros donde la gente decía que les pasaba lo mismo

I understand. Could you please forward your cashier history? Is your account still accessible, or it has been blocked already?

No, la cuenta no la han bloqueado, ese es el problema, y por eso estoy en esta situación. No contestan cuando se trata de pedir autoexclusión, pero si es para otro motivo sí que contestan

Acabo de enviar un correo con el historial de caja

Thank you very much, ALBAYLOLA, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear ALBAYLOLA,

I looked at your complaint as well as the forwarded e-mails. I’ll contact the casino representative and see if I can help.

We would like to ask SlotsNBets Casino to participate in the resolution of this complaint.

Gracias

En caso de que el casino no responda, sabemos quienes son los dueños para actuar por la vía legal?

Dear ALBAYLOLA,

As you might know, the casino operates without an official license. This means there’s no regulatory authority that we could escalate your complaint to. According to our information, the casino is owned by 'Ragnar Commercial Inc', however, I'm afraid this information might not help us in the resolution of your complaint. Unfortunately, all our efforts to contact the casino have been unsuccessful.

In addition, the casino website has been down for a few days now. The information in our review of the casino has been updated.

Yo tenia entendido que tenia licencia de Curacao. Si supiéramos los datos del propietario ¿No se podrían llevar acciones legales a cabo?

Dear ALBAYLOLA,

Unfortunately, we have not received a relevant response from the casino. Also, we were not able to verify that the casino is a holder of a Curacao license. As mentioned earlier, according to our information, the casino is not licensed. I’m afraid that in case the casino doesn’t cooperate we won’t be able to continue resolving this complaint or suggest possible solutions.

We would like to ask SlotsNBets 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’.

vale, de todos modos me interesa saber quien es el propietario para difundir la manera de operar de esta casino y que no le pase a nadie mas

Dear ALBAYLOLA,

As I mentioned earlier, according to our information, the casino is owned by 'Ragnar Commercial Inc' but I'm afraid this information might not be of any value in regards to your complaint.

https://snbets.co/ ya está abierto cambiaron la url

Thank you, ALBAYLOLA, for informing us. We’re aware of this, but unfortunately, we still have not received any response from the casino.

Y si no contesta… no hay nada que pueda hacer? No quiero que esto le pase a nadie más

Dear ALBAYLOLA,

Unfortunately, we still haven’t received any response from the casino, therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue. Since the casino is not licensed, I'm afraid there are no options left.

Your complaint would negatively affect the casino’s rating on our website, however, as you may know, the casino is already rated 0.0/10 and has a ‘Zombie casino’ reputation.  

For the future, I would recommend only choosing casinos with at least a ‘Very good’ reputation.

I’m sorry I couldn’t be of more help. I hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.