SlotV Casino - Player wishes to close their casino account.

Hello, i have contacted them to close my account permanently (self exclusion) over 10 times! They always convince me to stay and they did not close the account. I lost over $1,000 since then, and this is completely unfair

Dear 7anoosh,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found (here):

"BLOCKING

You an opportunity to take a break or self exclud yourself from gambling if you feel that gambling is becoming a problem.

You can take a break for a definite or indefinite period of time; however, if you do not feel you can stop playing online casino of your own volition, you have the option to suspend your account by entering a date of your choice.

If it is a definite period of time for the closure the account will automatically be reopened after the chosen period. If you feel that the chosen period of time is not suited for you anymore, closed for indefinite or if you want closed your account without any option to reopen please contact our Customer Support team and we will assist you with future information.

This can be done by yourself from the website or you can contact your Customer Support team that will help you.

If you consider self-exclusion, please contact all the gambling providers with whom you have active accounts, and ask them to block you. Also, we recommend that you consider installing software that will allow you to block access to gambling sites over the Internet. Details can be found at the bottom of this page."

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

 

Example:

 

Email subject: Self-exclusion

 

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

 

 

"Greetings SlotV Casino,

 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

 

The reason that preceded my decision is xxx

 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

 

Please send another email to support@slotv.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Best regards,

Petronela

i want my money lost from feb 27 till today! Look how many emails i have sent them to close the account and they kept convincing me to stay and lose . They once closed the account for 7 days only, and then reopened it. I still have many screenshots and i can send them all to you by email.

and btw, when i contact customer support , they do not close the account immediately. They tell me to wait 1 bussiness day for my manager to approve the closure

Please send all the relevant communication to petronela.k@casino.guru. Thank you very much in advance.

i have sent you everything by email

Dear 7anoosh,

Thank you very much for all the forwarded screenshots. Do I understand correctly that you have never mentioned a gambling problem when requesting the permanent closure of your casino account?

Yes but i mentioned many times that i am losing a lot of money, which has the same meaning right??

Thank you very much, 7anoosh, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.  

Thank you very much, but why i am being transferred to jozef?

Hello 7anoosh.

Please, be aware that Petronela is part of our first response team, when the complaint is fully valid, it is transferred to the resolution team that I am part of.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear 7anoosh,

For the information that we have, your account was blocked on 04/05/22 as you asked. The account is blocked without the possibility of unlocking. Please confirm this one 

This answer is irrelevant to anything mentioned before! I confirmed it on 27/2 as you can see the emails attached. All the losses from that time till 5/4 must be refunded! (Around 1200$)

Dear 7anoosh,

Unfortunately, we received confirmation from you only these days and immediately blocked your account. Previously, you did not give your agreement, ignored the question, or asked not to block your account for personal reasons

At the moment, immediately after your confirmation, your account has been blocked

This totally lying and shit! Why you are ignoring the screenshots? I won’t back up without my money and a compensation. I confirmed it over 10 times and if you do not refund me , i am hiring a lawyer

Look how they are lying. I told you in this message on 27/2 : do not contact me ever unless to tell me that my account was permanently closed! , but you replied back asking for documents to verify the account and promised to give bonuses. This is a big crime

Dear SlotV Casino team.

Thank you very much for your cooperation. Please, could you explain why the player's account was not blocked after his email from 27/2?

That is exactly what i was talking about! Thank you dear Joseph. I confirmed it on 27/2 and told them to send me an email with the confirmation, yet they reply to that email asking for documents to verify the account!

Dear Jozef, 

Yes, of course. On 02/27/22 the request from the player was accepted by one manager. Unfortunately, he no longer works in our company, so the player was transferred to another manager. The second manager wanted to confirm the blocking of the account, but the player did not confirm it. So the account was not blocked

After that, the player asked not to block the account due to verification and making a new ID. We received confirmation from the player about the final blocking of the account only on 05/04/22. And the account was blocked

Also, it must say that the funds that he lost when the account wasn't blocked during the April (due to the technical reason) were returned to the player

It is not my problem that you change managers! I also sent another permanent closure request on 3/3 and also was asked to verify documents. And how do you say you changed manager while the same manager asked me on 28/2 for documents! This is totally a big lie. And yeah you refunded 29$ out of 1465$!

give me one proof that the second manager asked me to confirm the closure!

on 3/3 i also confirmed to the new manager the permanent closure . Another confirmation was on 1/4, mentioning that i am losing a lot of money. Also they kept convincing me to stay.

Dear 7anoosh.

I am very sorry about the situation, but we believe that you are not entitled to receive a refund. After a detailed examination of your case, we have not detected any sign where you clearly expressed to the casino that you are losing control over your gambling. Of course, I am aware that you have stated "I am losing a lot of money" but, based on the whole context of your communication with the casino, it is not sufficient to believe that you are losing control of your gambling, maximally that you are just unlucky.

If a player expresses a gambling problem and asks for permanent closure/self-exclusion, the casino is obligated to close his account as soon as possible and without a chance to reopen. Unfortunately, in your case, it is clear from your proofs provided that the talk was about the bonuses and since the casino could not provide you with one, you asked for permanent closure, so it is completely normal that they kept the communication open and wanted you to stay. 

Concluding all the information above, we consider casino behaviour as fully justified, and we are forced to reject your case. If you do not agree with our opinion, there is another option, you can file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below.

Best regards, Jozef

jozef.k@casino.guru