The player from Germany has requested a self-exclusion. Unfortunately, the enquiry was ignored.
SlotV Casino - Player’s attempt to self-exclude from the casino has been overlooked.
Amount: €2,880
SlotV Casino
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4.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello,
I have set up an account with Slotv and made deposits there worth 2880 euros.
Due to the responsible gambling, I did not want to make the deposits and asked for the account to be blocked and for permanent self-exclusion. I looked for the intended page and found that this page is not accessible and that no lock can be set up myself. The known page was referred to via live chat, but it was not available.
So I wrote an e-mail and asked for self-exclusion, this e-mail has remained unanswered to this day, according to information from support no e-mail was received. But this was sent!
In the mail I asked for closure due to loss of control, this blockage was not received, so it was still possible to deposit 2880 euros
I accuse the casino of deliberately not having set up the block and of having accepted the money despite knowing the gaming problems. Therefore I reclaim the stakes.
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3 years ago
Dear Daniel,
Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward your cashier history to petronela.k@casino.guru?
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,
Petronela
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3 years ago
Translation
Hello,
I have sent the overview of the payments.
Thanks for opening the case.
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3 years ago
Translation
Hello,
I counted on the closure to be implemented immediately, but the casino claims that the email never arrived even though it was undoubtedly sent, which I think is a shame. that the casino is trying so hard to get out of it.
60 euros were deposited, then I decided not to make any further deposits and visited the "Responsible Gaming" page that didn't work.
The live chat referred me to this page there I could set up everything, and determine how long the ban would last, it was clearly stated that I wanted a ban because of responsible gaming, but kept mentioning that I should do this myself.
Unfortunately, the casino does not offer the possibility to receive a chat history via email.
I bought a Gamban license as recommended, but it doesn't work on the Macbook, for whatever reason. I am also happy to provide evidence on this.
In the end my email was not answered - not until today and the casino didn't exclude me until I filed a complaint. Thus, after the acquisition of a Gamban license and the e-mail, the remaining 2820 euros could be paid in.
I would like to draw your attention to the following point:
Extract from the terms and conditions:
" Any self-exclusion extends to all accounts that you have with a website owned by Avento MT Limited. If a player is himself excluded from one of our websites during the said self-exclusion period and registers on another website owned by Avento MT Limited, we reserve the right to close the account immediately and to repay all deposits minus amounts already made by you . "
There was already a self-exclusion at Mr.Bit for an indefinite period of time, which I set up a few months ago.
I wasn't aware that this was being done, the account was opened without any problems and I was able to verify myself, because the exclusion could have been noticed in the slotv casino.
MrBit does not provide any information on this and is keeping a low profile ....
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3 years ago
Thank you very much, Daniel, for your reply. Could you please forward screenshots of all the remaining deposits? I would like to collect all the supporting evidence before we'll contact the casino.
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3 years ago
Translation
Hello,
There are no other receipts at the moment, I only have the receipts sent to you. A request to the casino revealed that the creation of such a receipt can take up to 30 days.
The casino refused to confirm that 2880 Europe had been deposited.
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3 years ago
Were all the other deposits made using the same payment method? Could you please forward your Trustly statement? Thank you in advance.
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3 years ago
Translation
Hello,
The casino sent me a DPO report today, which I forwarded to you.
All information can be found there.
Many Thanks!
Edited
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3 years ago
Thank you very much, Daniel, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Daniel.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Dear Daniel,
We are sorry that you had such an unpleasant experience in our casino.
Right now we are trying to clarify your situation so we can take appropriate actions. We'll do our best to resolve this issue as quickly as possible!
Dear Casino Guru Team, we also want to thank you for your assistance. This is important for us.
Best regards,
SlotV
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3 years ago
Dear SlotV Casino team.
Thank you very much for your cooperation. I am extending the timer by 7 days. Please, let us know if there is any new info.
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3 years ago
Translation
Hello,
I think it's a shame that you claim that you haven't received an email. this is a purely protective claim. Although it is clear that this has been sent to you if you do not receive it or cannot be assigned. And the live chat was contacted.
A blocker was bought and that was Gamban (proof attached or sent to the admin).
The blocker did not do its job, despite the installation I was able to visit casino sites and take part in gambling. The Gamban software is currently blocking the Casino-Guru Casino-only website is not blocking the software.
I also refer to your terms and conditions:
Extract from the terms and conditions:
"Any self-exclusion applies to all accounts you have with a website owned by Avento MT Limited. If a player is self-excluded on one of our websites during the said self-exclusion period and registers on another website owned by Avento MT Limited, we reserve the right to close the account immediately and to repay all deposits minus amounts already made by you. "
The wording EVERYONE leaves room for speculation, this section can be understood to mean that every exclusion, no matter how long, is transferred to other websites.
Therefore, a right to reimbursement would already exist after the exclusion from Mr.Bit. due to the wording EVERYONE.
I propose a comparison in this matter, this is in the range of 60-70%, means I waive 30-40%.
My settlement offer stands, I would be happy if the matter is resolved in the next 7 days.
If no agreement can still be reached and the casino guru team does not have a solution, I reserve the right to contact the gaming authority.
Thank you in advance for the commitment of Casino-Guru and those responsible for slotv !.
I wish you a nice weekend!
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3 years ago
Dear Daniel,
Thank you for your e-mail and your questions. We want to make everything clear, so we have prepared detailed answers on three main points:
-The e-mail from 23.05.21 and live chat;
-Gamban service;
-SlotV Terms and Conditions.
1. In your complaint we can see that you sent an e-mail to support@slotv.de, but you should have complained to support@slotv.com. In fact, these two domains belong to two different licenses.
Here we refer to our Terms & Conditions Section from the website:
"Should you have any questions you may contact our customer service at support@slotv.com"
Unfortunately, we didn't receive any e-mail from you to support@slotv.com. Due to data protection, we are unable to share any of the back-office data.
In addition, the SlotV Customer Support department has never received your e-mail from 23.05 to support@slotv.de. In our previous letter, we provided a screenshot of our inbox where your e-mail from 31.05 is the first one in the thread.
In your e-mail, you state that "the casino does not offer the possibility to receive a chat history via email".
Since SlotV follows a complete set of GDPR rules and this can be requested from DPO. Yet no requests from you have been recorded by our customer support.
We would also like to point out that you were successfully self-excluded via the SlotV website on 29.05.2021 and since then no deposits and registration have been made on any Avento websites. Unfortunately, it means that we can not consider your deposit refund request after self-exclusion.
2. We are very sorry to learn that the Gamban blocker did not work on your device. Gamban is an independent entity that we are not related to and thus, the problem will need to be resolved by them.
3. About Terms & Conditions: We are sorry that this section misinformed you. Thanks to your comment we made a clarification into the description to make Terms & Conditions more clear.
We assure you that Responsible Gambling is of paramount importance to us and SlotV takes this responsibility very seriously.
We also assure you that all accounts are closed at the moment and you won’t be able to open them.
If you still have any questions, you can address them to us.
Best regards,
SlotV
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3 years ago
Translation
Hello,
my offer for a comparison still exists.
It's very strange that the second email arrived and the first supposedly didn't.
The email didn't come back to me with an error message or something like that, so the email must have reached you.
Since they have now changed the terms and conditions clause and made it easier to understand, this would also result in a refund, as it disadvantages the user of the casino.
The clause states that EVERY exclusion is cross-page.
I did everything I could to set up an exclusion, which you denied me.
You have not set up the desired block by e-mail because an e-mail allegedly did not reach you.
If you had a fault or the like and you could not receive any emails, you do not hold me responsible for it.
One can assert a lot, they turn the assertions just again when they need it.
My offer for a settlement still exists, if there is no solution, further steps will be initiated, gaming authority court, etc. In the event of a different arbitration, the full amount will be claimed.
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3 years ago
Dear Daniel.
Please, have you received any confirmation email from the mBit Casino when they proceed with self-exclusion?
Have you self-excluded there because of the gambling problem?
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3 years ago
Translation
As far as I can remember, the exclusion was set up permanently without receiving an email.
Due to slotv's terms and conditions, which state that every exclusion applies across all pages, I also see a claim for reimbursement when formulating this clause.
The clause is formulated ambiguously, due to the terms and conditions, the user must not suffer any disadvantages.
The casino has admitted that the clause is worded in a weird way and they are revising the clause.
My offer for a comparison still exists.
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3 years ago
Hello Daniel.
Have you informed the mBit Casino about your gambling problem and that was your reason for self-exclusion, or have you just set it on your own?
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3 years ago
Dear SlotV Casino team.
Thank you very much for your cooperation. Please, could you specify why this system of self-exclusion has not worked in the player's case?
"Any self-exclusion applies to all accounts you have with a website owned by Avento MT Limited. If a player is self-excluded on one of our websites during the said self-exclusion period and registers on another website owned by Avento MT Limited, we reserve the right to close the account immediately and to repay all deposits minus amounts already made by you. "
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3 years ago
Translation
Hello,
no at mrbit an exclusion was set up without giving reasons.
However, the reason may also be secondary.
The terms and conditions clause as it stands here should always apply to my case.
Exclusion set up at mrbit, and judging by the wording, all exclusions relate to all casinos with the same license, without giving reasons.
The casino has certainly scored an own goal with the formulation of the terms and conditions, this is ambiguous and can be applied at will, this must not be interpreted to the detriment of the customers.
Terms and conditions are an integral part between the casino and me.
However, a few questions may still be allowed, the first e-mail that is used for player protection does not arrive, but the second arrives even though it is the same address?
My offer for a comparison still exists.
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3 years ago
Dear Casino Guru Team,
We are acknowledging that paragraph 8.4 hadn't been represented clearly enough. This paragraph, in isolation from other terms and conditions, could mislead our clients.
In fact, this paragraph refers to self-exclusion in case of addiction. Since that time we have amended our terms and conditions to avoid any further misunderstanding.
"Any self-exclusion due to the reason of addiction shall extend to all accounts held by you with any website owned by Avento MT Limited. Where a player is self-excluded on one of our websites and registers on another website owned by Avento MT Limited during the said self-exclusion period, we retain the right to immediately close the account and return any deposits minus any amount which has already been withdrawn by you."
We apologize to our players and to Daniel. We will do everything possible so this situation doesn't happen again.
We also sent a letter to Petronela's e-mail to clarify some questions.
Sincerely,
SlotV.
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3 years ago
Translation
Hello,
Since you have already admitted that you made a mistake, I consider it fair if we agree on a comparison here.
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3 years ago
Dear Daniel.
The casino team has reached us and I believe their request is fully valid. Please, could you make a video of full user flow in your mailbox and show us going through Outbox folders and clicking on the letter from 23.05.?
It may increase your chances to resolve this case and get the amount.
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3 years ago
Translation
Hello,
Thank you for your feedback and the communication so far.
A video of the outbox is not possible, I emptied it at the beginning of the month because I no longer had the capacity to send e-mails.
I sent a lot of e-mails, as the sent e-mails with attachments were also saved there, so I ran out of storage space.
I didn't think it was necessary to save the e-mail any more, as I had taken a screenshot of the e-mail that was sent.
I hope this does not have a negative impact on the final decision, I am ready to come to an amicable solution (comparison) or something similar with the casino.
A person in charge from SlotV should just approach me here.
Many Thanks!
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3 years ago
Dear Daniel.
We have evaluated all the information provided in this tread and came to a conclusion. Even if we would ignore the fact that it is almost impossible to fully fill the storage with Yahoo email address, we have detected that you have provided us with false proof. The screenshot of your email from 23rd of May, is graphically edited - recipient (the casino email address) and the date were clearly edited compared to Yahoo original. Daniel, since you have tried to cheat us, I am going to reject your case and I highly advise you to refrain from such a behavior in the future.
Your proof:
Original from Yahoo:
But, if you do not agree with our decision, you can always contact the licensing authority of the casino which may provide you with final decision.
Best regards, Jozef
Casino.Guru
