Universal Slots Casino - Failed self-exclusion.

Hi

i opened an account with universal slots casino renetly. I have played for a while then I closed my account permanently. After I closed my account with them they sent promotional mail to be about their sister sites ovitoons casino from universal slots mail. I was closed my account universal slots because of addiction. I opened an account with ovitoons and deposited and lost 2150$. I am looking for deposits refunds of 2150$ because universal slots breached their terms and conditions for sending promotional mail to addiction people and making money. I will send the separate mail for evidence. Please help me to get my refunds from the casino.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Did you receive any list of sister casinos, in which your self-exclusion will be active when you requested self-exclusion in Universal Slots Casino?

Could you please send me all the relevant evidence together with the communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

hi

i have received promotional mail from universal slots about their sister site ovitoons casino. I already sent to your mail that copy. I have contacted the casino and their jurisdiction no reply at all.

Anto1318, thank you for your email. Would you be so kind and forward me your self-exclusion request as well? I would also like to see a confirmation from the casino about successful self-exclusion if the casino sent it to you. Thank you very much.

Hi

i already sent it to your mail address, please have a look. Another thing I was closed my account with universal slots on 12/12/2020. They sent promotional mail about their sister site ovitoons casino 21.12.2020. They knew I was closed my account that’s the reason they sent their promotional mail about their sister sites to make money. If players complaint about addiction why did they sent about their sister sites. I have lodged my complaint with Antillephone gaming as well, they are not processing my complaint because of old dispute with other casinos.

Thank you Anto1318 for your emails. The player has 2 choices - to close the account or self-exclude himself.

Closing an account is simple and has almost none impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (After cooling off period and this cannot be done for players whos are addicted/with gambling problem).

Unfortunately, in your email, I see you asked for account closure and not self-exclusion. I also found this in the T&Cs of the casino:

"Responsible Gaming

If you need our assistance to help you control your gambling activities there are a number of things you can do, for example excluding yourself from playing certain games and setting limits on your deposits or bets. You may do so in My Profile section of the website."

This means that self-exclusion has to be set in the player's account. In addition to this, the casino doesn't mention anywhere, that those who have been self-excluded from this casino, are excluded from the sister casinos as well.

You clearly asked for account closure (without mentioning the reason for it), which is not enough for us to proceed with this case as a failed self-exclusion. Unfortunately, we aren't able to help you under these circumstances. If there is anything else we could do for you, or if I have overlooked something, please let us know, otherwise, we will be forced to reject this complaint.

Hi

what I am telling I was closed my account with universal slots permanently. How could they send promotional mail about their sister sites to the players who is already been closed their account with them? They didn’t know the players are closing account for which reasons. I was closed my account for gambling addiction with universal slots, even my previous accounts has been banned from their sister sites. I need your help to ask them about why did they sending promotional mail to addiction players. I was closed my accounts with goldenline and 4king slots casinos because of addiction sharing the same license running under Mirage corporation NV. If they sent the promotional mail to players about their sister sites it means they are running in same database, they knew about my addiction didn’t close my account in ovitoons and let me made deposits.

Anto1318, I understand your point of view, but as I mentioned in my previous message, asking for account closure isn't enough for us to proceed with this complaint as "failed self-exclusion." In addition to this, the casino doesn't mention anywhere, that when you self-exclude from one casino, you are self-excluded from all other sister casinos. Not all casinos proceed with self-exclusion this way, and players have to request it in each casino separately. Sadly, we aren't able to help here.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.