The player from Finland has tried to close the account. Unfortunately, the enquiry was ignored. We rejected the complaint because the player didn't respond to our messages and questions. We’ve reopened this complaint as per the player’s request. Player’s complaint has been resolved successfully.
SlotsPalace Casino - Player’s attempt to close her account has been overlooked.
Amount: €3,000
SlotsPalace Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi, this operator does not follow responsible gaming and does not comply with the player's request.
First of all, I had to be protected since 2020 because I sent several of their sister casinos a blocking request where I asked to block my access to all their sister casinos. I have since managed to play in several of their sister casinos.
Second, I asked them again to block me, I emailed them and they didn't respond AT ALL. I also lost money at their casino after this. I sent many emails until they shut me down.
This operator DOES NOT adhere to responsible gaming and does not take ANY LIABILITY. They do not respond to any email, I have sent them many complaint emails since 4 months ago without any response.
Unfortunately, I can't answer your questions because I opened a game account, how much money have I lost, because the operator does not give me this information, it says a lot about the operator and they will surely realize their mistake. I have gathered a lot of evidence about this operator and I will take it to court if they don't take responsibility for this whole thing and approach me.
in the first picture you can see that I should be protected from 2020 when I sent a block request to their sister casinos WAZAMBA.
In 2021, I sent them a request again in Finnish to "close my account permanently" to which they did not react in any way, and did not close my account. Currently all my accounts are closed.
Automatic translation:
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2 years ago
Dear Lolna123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. From the forwarded screenshot I understood that you haven’t mentioned gambling problem or any other reason why you wish to close your account, is that correct?
Please, let me explain to you what the difference is between closing the account and self-exclusion:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
I understand that you informed some casinos about your gambling problem earlier.
Unfortunately, I'm not able to see which casinos exactly. When did you create your SlotsPalace Casino account, please?
Thank you very much in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hi, yes it's true I didn't mention my gaming problem in that email. Because I had lost all my money and I was completely out of luck. All I thought was that they would close my game account, as you can see from the message it was written very panicked and simple and short. But when you ask to close your game account forever, the self-exclusion lock is applied to it, meaning that the game account is closed permanently. I never asked them to OPEN the game account, they just never even closed it even when I asked.
yes I originally asked in 2020 to be permanently banned from all sister casinos I sent this email to wazamba casino (slotspalace sister casino) but they did not respond to ANY email.
I can't answer your question when the slotspalace account was opened, because I don't have this information, slotspalace won't answer me for 4 months. I also managed to play at several of their sister casinos, slotspalace is not the only one, it is about many tens of thousands of euros. I believe this is why they don't respond to me or communicate with me.
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Automatic translation:
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2 years ago
Translation
I want the casino to respond to this complaint and provide an explanation. I asked for the first time in 2020 to be protected. After this, I sent them a request on September 6, 2021, so that they would close me. According to their terms of service they do this within 24h, they only suspended me two weeks after I sent this email. At no point did I ask for my account to be reopened. They have violated their terms of use and license terms.
could you ask the casino to respond? They are not replying to me, thank you very much for your help.
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2 years ago
Dear Lolna123,
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.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings SlotsPalace Casino,
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
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 another email to support@slotspalace.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
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2 years ago
Translation
Hi, I did exactly as stated in their terms of service. Yet it took them over two weeks to close me even though I sent an email. They say that the request takes a maximum of 24 hours when they close me after receiving the email, but this did not happen. So I demanded my money back. They have made two clear mistakes. They should have shut me down ages ago.
The game account is now closed, it was closed on 22 September 2021.
But that does not remove the real fact that the account should have been closed long before 22 September 2021
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2 years ago
Dear Lolna123,
I just noticed that you have sent your request from 2021 to the wrong email address. Would it be that the delay has been caused by that?
This is the correct email address:
This is where your request has been sent:
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2 years ago
Dear Lolna123,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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2 years ago
Unfortunately, we’re rejecting 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.
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2 years ago
We’ve reopened this complaint as per the player’s request.
Player's additional comments:
"Olemme päässeet ratkaisuun kasinon kanssa ja sain talletuksen palautuksen."
Great news. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Lolna123, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
