The player deposited and played in the casino. He managed to hit a win, but his account was blocked as a result of a phone call with a casino rep. The player received an email stating he self-excluded himself from the casino. The issue was resolved, the player received his funds.
Sloty Casino - Player is unable to withdraw his winnings.
Amount: €1,400
Sloty Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I accidentally deposited € 600 instead of € 60 at this casino! (01.29.2020)
Before I even made a shoot, I contacted the support via chat and asked for a chargeback of EUR 550.11 ...
In the chat it was said that I would receive a 10% deduction for non-implementation and someone would contact me! (As of January 29, 2020 1:14 PM)
After neither the money nor the advertised message from the support was received until the early evening, I decided to cancel the payment and continue playing ...
What a good decision I thought when I had 1600 € on the advert ...
I was happy and made another payment request for € 1500 at 17:34 GMZ
A little later came an email from the cashier team they needed documents which I promptly uploaded to the page! Jan 30, 2020 (12:31 am)
During the day I canceled the payment again because I wanted to split the money into the Skrill account and the ecopayz account !!
So there would still be 2 active payouts
One time 1000.11 EUR
And once 399.11 EUR
(As of 30.01.2020 9:15 UTC)
From now on I waited for verification and in the meantime I chatted and called by phone because after a processing time of 40h plus I was getting impatient!
Here I made a statement over the phone that I urgently needed the money because I still wanted to shop because I had already paid 600 instead of 60 as already mentioned at the beginning, whereupon a deposit limit was squeezed on the phone thought sensible and I would not repeat a wrong payment to the extent.
After the phone call I also received a self-exclusion, the deposit limit scolded itself
well and I had a choice to decide on the duration. (However, my payout would not be affected) and I should be patient as the process for self-exclusive players would take longer
Pissed off so bad I called again and wrote emails like that it was only a deposit limit was set with which right the stupid (****) makes decisions over my head because she was annoyed by me as a customer!
However, the self exclusion would now be and cannot be undone. Sauhauf Sauhaufe
Automatic translation:
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4 years ago
Dear Sebastian,
Thank you for contacting Casino Guru and bringing this issue to our attention. I’m sorry to hear about your negative experience. Let me ask you a few questions to understand the situation better. Why would the casino rep be convinced this was a self-exclude case? If you have a record of the phone call, please send it to my email address (peter.m@casino.guru). The casino also mentioned you registered a different account in a sister casino with different details. Was this done by mistake?
Best regards,
Peter
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4 years ago
Translation
I never excluded myself !!! I was excluded myself because of a phone call and clarified this several times in the subsequent phone call, in chat and by email. It was never a self-exclusion on the phone but only a deposit limit! (Daily and monthly) please listen to the recording of the phone calls !!! In the mail I was assured that my previous payment request remains unaffected, so what nonsense? My payment request was older than the foreign exclusion, I would upload the chat histories separately at home because I don't have them on my cell phone, but this letter alone should be enough
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4 years ago
Translation
In the meantime I am no longer interested in the exclusion caused by myself, it is only about the money! I had no intention of playing in this casino anymore, in which you are simply excluded without wanting to be and deprived of your deposit and your winnings
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4 years ago
Translation
I said on the phone at the time to possibly speed up the payment that I would no longer have any money at home and would want to shop, which was almost true as I paid 600 instead of 60 as I said ... Then and based on this statement, my account itself was excluded However, I only had a deposit limit on the phone. I ask my provider about degrees after recording the call
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4 years ago
Translation
I said on the phone at the time to possibly speed up the payment that I would no longer have any money at home and would want to shop, which was almost true as I paid 600 instead of 60 as I said ... Then and based on this statement, my account itself was excluded However, I only had a deposit limit on the phone. I ask my provider about degrees after recording the call
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4 years ago
Hi Sebastian,
Thank you for the emails with evidence. I went through the materials you sent to me and sent a notification to the casino. We'll see how the casino reacts.
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4 years ago
Translation
If it happens that sloty just doesn't feel the need to justify itself as with me, would you help me to write a letter to the MGA?
My english is not sufficient and I'm afraid of being wrongly translated at the translator so misunderstandings could arise !!!
I just don't want to put up with it and judging from the complaints it doesn't seem to be the first time that the Genesis Group keeps profits arbitrarily ... * Unfortunately *
If I get my money, I would also like to share your happiness with your team in the form of a donation for the coffee machine :-)
Thanks anyway in advance for your efforts :-)
best regards
Sebastian
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4 years ago
Hi Sebastian,
I chatted with a casino rep and he said there was a person who might be able to help with the issue. I just reminded them that the complaint was still open. Let's give them one more week to reply.
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4 years ago
Translation
Thank you for contacting us!
I checked your case again and I agree that the decision that was made was not appropriate. I have now spoken to the payment department and they will transfer the winnings directly to your bank account. Normally you have received an email from them to confirm all details. We ask you to answer this email.
We are really sorry that we made a mistake here and we apologize for the inconvenience.
I am happy that everything is now in order and I wish you a nice week!
With best regards.
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4 years ago
Translation
I thank the Casino Guru team for their efforts and I accept the apology =) I already replied to the email and hope that we will have a few more in this regard !!!
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4 years ago
Translation
Thank you Sebastian and please accept our deepest apologies!
I will personally ensure that these payments are sent to you as soon as possible and I will send you a confirmation via email.
Thanks again and I wish you a great week!
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4 years ago
I would like to thank Sloty Casino for help with the issue. Sebastian, please let me know when you receive the payment so I can close the complaint accordingly.
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4 years ago
Translation
So a small interim report I wrote the support to Livechat where I was told the money was credited back to my sloty account ... However, since I still don't have access to this, I asked the employee to request a payment request to my Ecopayz account! !! This she did now according to her statement that it would be really great if the money was really possible as quickly as possible (if it were still with me today) maybe the gentleman who wrote here on behalf of the Genesis Group could speed up the process a little !!! As soon as the money is actually with me I will contact you again so that the case can be closed =)
best regards
Sebastian
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4 years ago
Dear Sebastian,
Thanks for the feedback!
Finance will be transferring the funds to your preferred bank account this afternoon. They may then take 2-5 working days to appear in your bank.
If you need anything else please contact me.
Thank you again for your understanding and have a lovely day :)
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4 years ago
Translation
I hope that it really ends up on my "preferred" account which I sent by email and not that it would be transferred to the account you know ...
I wrote on the day of the announcement that you are now paying, that my account you know is no longer used ...
In addition to the ecopayz account deposit data (Iban BIC reference number), I also sent my revolut account that was created for this purpose !!! (Bank acount number)
I hope that this has been taken into account and has not been ignored and ignored by the support or finance team.
(sorry but the experience regarding misunderstandings I have experienced too often in the past month that I can sit back and wait and relax)
It would be nice if this could be confirmed to me again!
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4 years ago
Dear Sebastian,
Thank you for clarifying!
I can confirm that the funds were sent yesterday to your Revolut account which you provided.
They should be with you in a couple of working days at most :)
If you need anything else please let me know.
Many thanks and have a great week ahead!
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4 years ago
Translation
Thank you for your help it worked =) my account is still blocked but the money was transferred as stated!
Thank you
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4 years ago
Dear Sebastian,
So pleased to hear that you received the funds and we have managed to resolve your issues.
If you ever need assistance in the future please do not hesitate to ask.
Have a great day! :)
