SlotsVil Casino - Player's account was not closed upon self-exclusion request.

Buongiorno chiedo il rimborso dei depositi effettuati ieri perché il casino nonostante avessi chiesto la chiusura del conto gioco per ludopatia in data 23 marzo mi ha permesso di giocare e depositare. Avevo chiesto la chiusura prima il livechat dove mi hanno dato l email dove spedire la mia richiesta di chiusura.

Grazie saluti Alan M.

Dear Enjoy1984, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Could you please provide me with the link to the casino website? This will help us assign your complaint to the correct casino.

Thank you very much in advance. 

Best regards, 

Veronika

https://slotsvil1.com/it

Thank you for your reply. I have checked the casino's Terms and Conditions, and this is what I found regarding self-exclusion:

3.22. This article belongs to the Self- Exclusion Policy. The customer gives consent to and shall comply with the procedures for Self-Exclusion as set forth in this article.

3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from slotsvil.com, he/she needs to contact us on the following email address: customercare@Slotsvil.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

3.22.4. The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending, within a maximum time frame as meant in section 3.22.1. During the said time frame, the Operator is not obligated to void any activities on customer’s Account, such as but not limited to placed Bets and incurred Losses on the basis of the argument that customer has a request pending for Self-Exclusion.

You sent your email with a self-exclusion request on March 23rd. Have you received any response from the casino?

No nessuna risposta dal casino, ho ancora il conto aperto nonostante abbia gia inviato un altra email in data 26 marzo con la richiesta di chiusura a tempo indeterminato per ludopatia.

Grazie Veronika per il tempo e lavoro. Alan

Thank you very much, Enjoy1984, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 in the near future.

Hello Enjoy1984,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SlotsVil Casino,

Could you possibly provide additional information regarding the ignored self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the 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 may negatively affect its rating.

Dear Enjoy1984,

I have received information from the casino that your account is already blocked. Would you be able to tell me exactly how long this whole process took? From the initial email mentioning gambling addiction to the moment of account closure?

Buongiorno, il casino ha chiuso in data 5 aprile, e mi ha mandato l email dove diceva che aveva chiuso. È l unica risposta che mi ha dato dalla mia richiesta.

So do I understand correctly that after your email request for self-exclusion on the 23rd of March, the account was closed on the 5th of April?

si è cosi

Were there any more deposits made besides the 150€ that you deposited on March 26th?

no, solo quelli

forse ho fatto qualche deposito anche il giorno dopo, ma non ne sono sicuro, non riesco a verificare perché non ho accesso al mio account.

Dear SlotsVil Casino,

Could you provide us with a list of the player's deposits after he asked to be self-excluded?

Dear Enjoy1984,

The casino claims that there were no deposits from the moment you have requested self-exclusion to the moment it has happened. Would you be able to send me the proof of your deposits? Please send all the relevant info to michal.v@casino.guru

Ciao Michal ti ho inviato l email con la prova dei depositi effettuati verso il casino.

Grazie del tuo aiuto.

Dear Enjoy1984,

I have to point out that the whole self-exclusion process in this case took too long, and we would definitely advise the casino to "up their game" when it comes to the timeframe required to complete the self-exclusion process.

However, because you made the deposit only 2 working days after you asked the casino for self-exclusion, this would still fall into a reasonable timeframe for the casino to deal with the request, and therefore, we believe there is no refund to be made in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.