Home Complaints SlotV Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Amount: €2,880

SlotV Casino - Player’s attempt to self-exclude from the casino has been overlooked.

SlotV Casino
6.5/10 Good reputation
Submitted: 10 Jun 2021 | Case opened
Current status

Waiting for Casino Guru to reply

6d 22h 54m 22s

Case summary

7 days ago - 11 Jun 2021

The player from Germany has requested a self-exclusion. Unfortunately, the enquiry was ignored.

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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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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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Hello,


I have sent the overview of the payments.


Thanks for opening the case.

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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 ....




Automatic translation
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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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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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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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