The player from Portugal faced issues with Slott.com, which operated under Curaçao law, regarding his self-exclusion status. Despite being a compulsive gambler who had self-excluded with the CEG, the casino refused to return his deposits totaling over €6000 and did not conduct the necessary KYC checks prior to allowing these transactions. He requested clarification from the casino representatives due to violations of responsible gaming rules and a lack of support. The complaint was rejected by the Complaints Team due to the player's failure to respond to their inquiries, which hindered further investigation.
Slott Casino - Player seeks resolution with the casino regarding self-exclusion and deposit recovery issues.
Amount: €4,500
Slott Casino
Safety Index:Below averageSafety Index
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6.3
Slott Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
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2 months ago
Translation
The slott.com website operates under the laws of Curaçao. I am already self-excluded under their regulatory entity, the CEG, but the casino refuses to return my deposited amounts despite me being a compulsive gambler who is self-excluded under their license. Moreover, they did not conduct any KYC or identity verification, nor did they check the source of my funds. They allowed me to deposit more than €6000 without any scrutiny or verification. The staff here in Portugal are confused and accustomed to other casinos where they previously worked. By email, they suggested I self-exclude with the Kahnawake Gaming Commission, but Slott.com's license is with the CEG. I need clarifications from a representative of the company since I see the casino is associated with NeoGroup, R2DPartners, Leon Bet, and Twin. I am a high-risk compulsive gambler and suffered a relapse due to R2DPartners' advertisement for Slott casino on LinkedIn. I would appreciate if someone from the company could get in touch with me to help. I am self-excluded under the CEG and Antillephone licenses, and I have been banned from all Curaçao casinos. I am self-excluded from all group casinos and nationally by the SRIJ.
In addition to being self-excluded under various licenses and from multiple casinos and operators associated with the group, this casino also violated AML and responsible gaming rules. In Portugal, deposits above €2000 are not allowed without KYC and AML verification. Despite being based in Curaçao, the company uses a Portuguese payment processing agent called "EuPago Inst Pag." I appeal to the casino's good sense as they refuse to assist me or return the funds even in the face of strong evidence that I am self-excluded.
Below is a screenshot of the email from the casino, stating they closed my account and instructed me to submit a form to the KGC, despite their license being under the CEG. I would like an international representative from the casino to speak with me.
The casino overlooked responsible gaming and player protection rules, allowing me to deposit €4500 consecutively, clearly showing compulsive behavior. They ignored all emails and complaints I made proving that I was self-excluded due to compulsive gambling issues.
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2 months ago
Dear joaomarsh20,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://slott.com/responsible-gambling:
Self-Exclusion
Should you require a break from online gambling, we have provided a self-exclusion facility that can be accessed using the 'Manage Deposit Limits' page. If you set your deposit limit to 0 with effect for six months, this has the meaning of temporary self-exclusion, and our system will not allow you to lift it until the 6-month period has expired. If you set the '0' deposit limit indefinitely, this will be a permanent self-exclusion that will effectively bar you from playing on our website forever.
Self-exclusion is aimed as a strong intervention tool when the problem becomes compulsive. Don't hesitate to contact customer service if you require any additional information or assistance in managing your account limits. You can request self-exclusion by sending a written notice to our support team and we will address it right away. Remember that you may not request the lifting of your deposit or wagering limits before the end of their effective period.
Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Could you please advise if you have ever requested self-exclusion from this casino besides the recent request you posted here?
Looking forward to hearing from you.
Best regards,
Dominika
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2 months ago
Translation
Yes, I have already applied for self-exclusion and Slott's employees, who are the same as Leon Bet, are so confused that they sent the wrong self-exclusion form! They emailed the Kahnawake Gaming Commission form when they are actually regulated by CEG. Never mind the part about being self-excluded from the company's other casinos when I'm already self-excluded from the license! The casino staff ignored everything I said, even knowing that I'm already a "known" player! I complained on Slott's LinkedIn Affiliate page (the same as Leon Bet, in fact this casino belongs to Leon/Neo Group) and they not only deleted my comments but also tried to ban my social network. Slott has now opened in Portugal as if it were legal, it even has PORTUGAL written in the only countries allowed, however it is completely illegal in the country, it is not regulated by SRIJ... nor do the employees know who they are licensed by... but from what it says on the website it is by CEG. There are also rules on deposits and AML to be complied with, even by CEG casinos... deposits in the order of 6000€ must be proven. In the space of 2 hours alone, €4500 was spent compulsively. Furthermore, as you can see for yourself, the games are full of bugs and problems, they are constantly crashing and blocking... for every bonus opened in the pragmatic games, the game stopped 2 or 3 times... and that's just for bonuses.
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2 months ago
They don’t even answer! I have sent many emails to the support team and the email that is in the license for complaints. The support team on the chat are constantly closing the conversation , even why I said I was an already excluded player they sent me the wrong exclusion form! They sent the Kahnawake gaming Commision… and the casino is licensed by CEG.. they also didn’t make any KYC or AML procedure.. that in more than 6000€ of deposits is mandatory. The casino is also using a Portuguese payment processor on which is illegal to make such high deposits without a confirmation of the origin of the funds. I really need help reaching the casino, it would be nice that they respected self exclusion rules, responsible gaming and player protection standards
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2 months ago
I am excluded from CEG, I have for the exclusion in June. I have sent documents, my id, everything
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2 months ago
What is going on with Slott Casino??? The Portuguese website is a mess! I see 3 regulators on the page!
Check what says in their terms! It says they are licensed by Antillephone.. but the website displays the CEG live seal. You can check the terms here:
You can download the hole document in:
https://slott3.gcdn.online/UUKJASJD/files/terms/Slott-TermsAndConditions-pt_pt.pdf
All the informations on Slott website are a mess! Kahnawake Gaming Commision exclusion form, saying they are regulated by Antillephone NV on their terms and condition.. responding by email saying that LEON is a legal Casino... what is going on here?!
They also say in the terms on paragraph 2.4 that after registering an account the player as to complete verification and do KYC, by sending a photo of his documents, which wasn't even made!
"2.4. After registering an account the player has to complete the verification procedure. The player needs to send a scanned copy or a color digital photo of the official document that confirms identity. Such documents could be:
National ID card;
Passport;
Driving license."
I demand the total refund from this Casino who doesn't know what they are doing here in Portugal.. Slott is licensed by CEG, KGC or Antillephone?! Sending the wrong regulator exclusion form is very bad.. it seems that they are very confused, it's not normal for the Portuguese Slott Website to have 3 regulators!
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2 months ago
Dear joaomarsh20, thank you for the information provided. Please allow me to ask you a few more questions.
When did you create your casino account?
Could you kindly send me the requests you submitted to the casino for closing your account? My email address is dominika.l@casino.guru.
Thank you very much in advance.
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2 months ago
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The title of the complaint doesn't match my complaint. They didn't close the account without explanation, they closed it at my request for adding to the game. However, paragraph 2.4 of Slott Casino's terms and conditions states that after registering an account the player must complete verification and KYC by sending a photo of their documents, which was not even done!
"2.4 After registering an account, the player needs to complete the verification procedure. The player needs to send a scanned copy or a digital color photo of the official document that confirms identity. Such documents can be:
National ID card;
Passport;
"Driver's license."
More than €6000 was deposited without any kind of verification, KYC or AML procedure.
In addition to containing a lot of wrong information on the site, different license names... a casino must have its website as correct and transparent as possible, and comply with the AML and responsible gaming rules of both the site itself and the license.
the case is already with CEG who gave the casino 7 days to respond to the ADR... 4 days have passed and the casino still hasn't said anything.
No Slott representative has even spoken to me or the regulator.
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2 months ago
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As you've seen in the emails, Slott's employees confuse Casino with Leon because they are the same employees... and they even sent the KGC form... sending the form to exclude another license is extremely serious, as is not doing checks, KYC and AML... even worse when it's written in the terms of the site that verification is mandatory
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2 months ago
Dear joaomarsh20, please answer the questions I have already asked above.
When did you create your casino account?
Could you kindly send me the requests you submitted to the casino for closing your account? My email address is dominika.l@casino.guru.
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2 months ago
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CasinoGuru is not taking the complaint seriously ... in the request to close my account at Slott as I showed you and said up there the casino sent the wrong exclusion form! The truth is that CEG is already investigating and there are reasons for the refund because Casino Slott not only failed to do KYC, or account verification as it says in its terms and conditions paragraph 2.4, but also failed to respond to me and CEG... it even failed to respond to the regulator within the time limits. Casino Slott still hasn't responded to the complaint to the CEG regulator; the ADR process has already passed the deadline for a response. The response time for the casino was extended by another 3 days, but it's already been over a week!
The casino is now in breach of the regulator's rules and IP agreement, and the decision could be made in my favor. The problem is that now neither CEG Curaçao E-Gaming nor Slott casino say anything! Can CasinoGuru help me with this?
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2 months ago
Dear joaomarsh20, I kindly ask you to respond to my questions. Failure to do so will result in the rejection of your complaint, as we cannot assist you without your cooperation.
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2 months ago
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Dominika can close the complaint then! You're always threatening instead of helping... you're always ignoring everything I say! CasinoGuru is not helping at all! You're asking questions I can't even remember! I'm a compulsive gambler, do you think I remember when I opened my account?! What a stupid question! Instead of trying to help, you're trying to find lapses in my story, if the case has been handed over to the regulatory authority and the casino doesn't even answer them
what do you want?! Once again this only proves that CasinoGuru is an entity PAID by the casinos, when they realized that the company R2D Partners that promotes Leon Bet and Twin was the same that promotes Slott Casino, they immediately changed the way they handled the case! All the cases I've won, I've won on my own! Never with the help of CasinoGuru, it's sad to say this but you only got in the way in the other cases, and just like in this one, you seem to be done with the casino! You're never on the consumer's side! Shame on you! CasinoGuru is an attack on all addicted and problem gamblers... you don't want to solve complaints, you want to get more people addicted through your affiliate links! CasinoGuru's behavior will be denounced on all social networks! For a review and complaint site, you should be more careful in the way you treat your customers. If we came to you for help for any reason it was... CasinoGuru's lack of empathy is just inhumane! Shame on you
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2 months ago
Unfortunately, the player has not responded to our questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint, as we cannot assist the player without his cooperation. The player can reopen this complaint at any time.
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.
