The player from Finland faced difficulties closing their account due to gambling addiction. After requesting account closure via email and live chat, the casino claimed they had not received the email, even though it confirmed receipt from a Gmail server email. This raised concerns about the casino's process for account closure. The player was informed that the casino closed the account in a reasonable timeframe, thus no refunds were deemed necessary. The complaint was closed without further action.
SlottiMonsteri Casino - Player's account closure request is delayed.
Closed
Our verdict
Unjustified complaint
Amount: €60
SlottiMonsteri Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
10 months ago
Translation
This casino doesn't care about gambling problems. I contacted this casino by email on Friday, saying that my account should be permanently closed due to gambling addiction. When I heard nothing, I contacted them the next day via live chat, saying the same thing. The customer service representative replied that the only way to close an account is by email. I replied that I had already sent an email about it, and that was it.
On Monday I contacted live chat again wondering why the account still hasn't been closed. This casino has a clause in their rules that says an account will be closed within 24 hours of a request. The casino claimed that no email had been received.
I tried sending a message from three different emails. Only one of these went through, and it was a Gmail server email (the casino confirmed this). The other two emails are from Outlook servers, neither of which reached the casino.
In practice, closing an account via email is not even possible if the email you use at the casino is an Outlook server email. I find this very worrying when the casino says this is the only way to close an account.
Automatic translation:
Public
Public
10 months ago
Dear Mag7,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we proceed with this complaint, could you please post the casino's website link here in this thread?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
10 months ago
Translation
So my account was closed now, after I requested it again via live chat. The problem is more that it should have happened earlier. It would have happened according to the casino's rules, if they had a working email address.
Automatic translation:
Public
Public
10 months ago
Translation
I would also recommend you to try sending an email from Outlook to this casino's address. I hear the messages don't go through, but there is no error code. So in practice, people who have this email cannot close an account at this casino at all, if email is a requirement for it.
Automatic translation:
Public
Public
10 months ago
Translation
So the situation is that on March 14th I sent an email to the casino support saying that I wanted to permanently close my account due to gambling addiction. The next day I went to the casino's live chat and said the same thing. The live chat said that I had to send an email. I said that I had already sent an email. At this point, the casino could have investigated the matter and closed my account, but no.
On 17.3 I wanted to investigate further and sent several emails to the casino support. I used two different Outlook server emails and one Gmail email. The Gmail email was the only one the casino received. Live chat confirmed this and also supports the fact that the Gmail email was the only one that got a response.
The casino's rules state that an account will be closed within 24 hours of the email being sent. Is it really my problem that the casino clearly has a faulty email when messages are not being delivered from Outlook email?
Edited
Automatic translation:
Public
Public
10 months ago
Tässä on se sääntö.
14.1 You are under no obligation to continue to use our Services and you may choose to cease doing so, whether temporarily or permanently, at any time. Further, at your sole discretion, you may instruct us at any time by email, and we shall immediately instate per your instructions, a period of "self-exclusion" from our Services ("Self-Exclusion") within 24h.
Public
Public
10 months ago
Thank you for your reply, Mag7. I checked the Responsible Gambling policy and I found this:
Self-Exclusion
In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.
email: [email protected]
Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.
During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.
Could you forward me the self-exclusion requests that you sent to the casino? My email address is [email protected]. Also, when exactly was your account closed?
Thank you very much in advance.
Public
Public
10 months ago
My account was closed 17.3 after i came to chat to insist that it needs to be closed. They didn't need any email for that, so i dont know why it wasnt done earlier.
I understand If i dont get my 60 e deposit back but i dont know how it is okay to have an email on the site that dont work like it should.
Public
Public
9 months ago
Mag7, I understand your point of view, and how frustrating it can be when you try to prevent yourself from gambling, and your account isn't closed immediately. However, your account was closed in a reasonable time, therefore we don't think that you are entitled to any refunds. Ideally, we would like to see casinos following their terms, but we also must take into consideration that you sent an email on Friday and your account was closed on Monday. Unfortunately, not all casinos offer 24/7 email support, therefore we are not in a position to penalize the casino.
Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
Due to the aforementioned reasons, this complaint will now be closed. 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.
