The player from Germany, who had self-excluded from a sister casino due to gambling addiction, deposited €100 at Slotum, a partner casino. The player had requested a refund of the deposit, as she believed she shouldn't have been able to play due to her self-exclusion at a partner casino. Despite her claim of self-exclusion, we had clarified that self-exclusion from one sister casino did not automatically apply to all associated websites. The casino agreed to a refund, but we did not pursue the case further as we did not find the player entitled to it.
Slotum Casino - Player seeks a refund after depositing while self-excluded.
Amount: €100
Slotum Casino
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7.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Hello, I have requested a refund of €100 because it was possible for me to deposit money here at Slotum, even after self-excluding myself from Slotozen Dama NV, a partner casino, in 2022. I informed Slotozen about my self-exclusion due to gambling addiction and asked them to block me from all sister and partner casinos, providing the same personal data. Therefore, I am asking for a refund of €100. So far, Slotum has not responded to my refund request, but I would still like to have your support.
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9 months ago
Dear Lesa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we explained to you multiple times that self-exclusion from one sister casino doesn't automatically apply to all associated websites. Here are some examples of your previous complaints:
https://casino.guru/campeonbet-casino-player-complains-about-lack-of-self-exclusion
https://casino.guru/21bets-casino-player-was-able-to-open-an-account
https://casino.guru/cleopatra-casino-player-s-self-exclusion-is-not-respected
The last one was closed just a few days ago. Why would you believe that our standpoint regarding the same issue changed in such a short time?
Could you please advise if you informed Slotum Casino about your gambling problem before depositing? Do you currently have access to your casino account? If the answer to both questions is no, I am afraid that there is nothing we can do for you.
Thank you very much in advance for your reply.
Best regards,
Kristina
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9 months ago
Translation
I was on Slotum in 2020 and applied for self-exclusion and explained my gambling addiction. In 2022 I was open again and was able to deposit in 2022 and 2023. Unfortunately I have no proof but it is 1000% true. Maybe I can ask Slotum and ask when I was first excluded
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9 months ago
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So I applied for a self-exclusion in 2020, so the casino would have to pay me back a lot more money. I had previously asked for a transaction list, where I will check again how much money I have deposited and lost after 2020
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9 months ago
Translation
After 2020 I was able to deposit €120, which I would like to have back. I applied for self-exclusion from the casino in 2020 and again in 2022 from the partner casino Slotozen because of gambling addiction. I'm really angry that my self-exclusion and illness have been ignored here
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8 months ago
Thank you for your reply, Lesa. I apologize, but as I already explained to you on multiple occasions, self-exclusion from a sister casino doesn't automatically guarantee active self-exclusion in all associated websites. Unless you have proof that you informed this casino specifically about your gambling problem, there is nothing we can do.
Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
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8 months ago
Translation
Slotum informed me that I would receive a refund. Unfortunately the repayment has not yet been made
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8 months ago
I am happy to hear that the casino agreed to the refund. Unfortunately, since we don't think you are entitled to it, we will not pursue this case further. 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.
Above all, 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.
Lastly, 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).
