The player from Switzerland has requested deposit refunds due to a gambling problem.
Universal Slots Casino - Player has requested deposit refunds.
Black points: 656
Amount: €5,000
Universal Slots Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Universal Slots Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Good day,
the casino group Universal Slot Group has retained a profit of 5000 euros.
Reason: Information about my gambling addiction.
The casino canceled the profit because there is information about my gambling addiction. However, I could not find anything in the terms and conditions.
In addition, Wills Casino was never informed of this. This information was available to the sister Casino Universal Slot and Gudar Casino.
I informed the casino group about my gambling addiction in March 2019.
Unfortunately, my accounts at Stella Casino and W Casino were kept open and deposits over 1000 euros were accepted. When asked why these accounts were not blocked, it was said that the casinos were not connected.
I expect refunds from Stella Casino and W Casino from the casino.
Kind regards
Thomas
Automatic translation:
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4 years ago
Dear Basel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to inform you that we will deal with one refund request at the time.
Firstly, could you please confirm that you’d like to receive a refund from the Universal Slots Casino https://universalslots.net/?
Secondly, when you’ve requested your account to be closed due to gambling problem, back in March 2019, did you receive any confirmation from the relevant casino group? I’m sorry if I overlooked it in the forwarded communication.
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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4 years ago
Translation
Good day
I expect a refund of all deposits made by the Casino Group: Universasslot and WCasino.
I did not keep a confirmation.
Important: I have sent the block to the entire casino group. Due to the fact that Wills Casino has access to this email I sent to the Universalslot group, it is confirmed that you have received my lock. However, my accounts were not blocked and deposits were accepted. Payouts have been canceled. Sincerely yours
Edited
Automatic translation:
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4 years ago
Thank you very much Basel for your quick reply. I will now transfer your complaint to my colleague Matej 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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4 years ago
Dear Basel.
I am afraid that without information from casino side I can't do anything (especially when you didn't keep the confirmations about your self-exclusion (I strongly recommend to always keep them).
I want to ask the Universal Slot Casino representatives to give me a hand in this case and explained what happened.
Public
Public
4 years ago
Translation
I have removed the casino exclusion. I had sent them my emails. The casino did not confirm receipt of the email, but has now sent an extract to Wills Casino. This casino group is thus informed. Let me know if you need anything. Sincerely yours
Edited
Automatic translation:
Public
Public
4 years ago
We would like to ask the Universal Slots Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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4 years ago
Unfortunately, the casino is non-responsive. I was trying to get some answers via Skype, but this channel failed too.
Even though Basel999/Thomas has a history with complaining about responsible gambling policy, in this case, it looks legitimate, and without some right answers from the casino side we decided to close this complaint as "unresolved."
