SlotsTitan Casino - Player's requests for self-exclusion have been ignored.

Hi there,

Ii asked the casino many times to self exclude my account on permanent basis due to gambling problem. Every time I started live chat I have been told that request has been sent. Account is still active and I am able to login. Today when I started a live chat I stated if they will not follow my request I will escalate this further and they just disconnected from chat.As it states in their terms and conditions I have right to self exclude/ close my account on permanent basis.

Kind regards,

Izabela

Dear Izabela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s Responsible Gambling section and I found this:

"For those players who wish to restrict their gambling @ SlotsTitan, we provide voluntary self-exclusion tools, which enable you to close your account or restrict your ability to place bets. if you would like to discuss our self-exclusion process, please contact Customer Support.

Please take note; accounts closed under our self-exclusion policy cannot be reversed or reopened for any reason. However, once your self-exclusion has expired, we will email you to let you know your account is active again. Permanent self-exclusion will remain in place indefinitely."

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

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,

Kristina

Hi Kristina,

I have sent them an email on the 17/10/2021 and ask them to suspend my account as I have a gambling problem. That wasn't done so I got in touch with them many times over the live chat and every time I have been told that request has been sent.

Below I am enclosing screenshot of my email. As I mentioned in my first message I got in touch with them yesterday over the live chat and when I stated that I will escalate this further they disconnected chat.

Kind regards,

Izabela

Thank you very much for your emails, Izabela. Did you make any successful deposits after your account closure request in October? If yes, could you please post here your cashier/deposit history (if possible)? How much money did you deposit?

Hi there,

I did not place any deposits since October as their game selection is poor so I did not put any money since then.

I just want to close my account and stop receiving text messages from them on daily basis.

Thank you

Thank you very much Izabela for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Izabela,

I am sorry to hear about this unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite SlotsTitan Casino's representative to join this conversation and participate in the resolution of this complaint. However, please be aware the casino does not cooperate in resolving our issues, so it is possible that no one will comment on this open thread.

Dear SlotsTitan Casino Team,

Could you please state the reason why the player's account has not been permanently blocked/closed yet? What steps should the player take in order to successfully self-exclude from the casino? It is more than half a year after she requested it via email.

Thank you in advance for providing the information.

We would like to ask SlotsTitan 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’, which will have a negative impact on the casino's rating.

Hi there,

Is there anything else I could do if they do not respond?

Kind regards,

Izabela

Hello, Izabela,

I am afraid there are not many options on what you could do on your side to speed the process up. Moreover, as you can see in the casino's review on our website (available HERE), it operates without a valid gaming license, so there is no regulator you could turn to. From our point of view, if the casino does not react to your issue here at all, I recommend you only to wait and keep trying it until your casino account is completely blocked. In case you would like to self-exclude yourself from the casino as soon as possible, you should search for a program (software) and/or add-on for your internet browser that will help you to prevent from opening the casino's website.

As we can see, the casino is unresponsive and will likely not respond to this open thread at all.

Dear Izabela,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru