The player from Austria asked his account to be suspended for 3 days. Regardless of the request, he was able to reopen his account instantly and play.
Universal Slots Casino - Player has requested his account to be frozen, but his request wasn’t honored.
Amount: €1,205
Universal Slots Casino
Safety Index:Below averageSafety Index
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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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I am disappointed with Universal Slots Casino, today I frozen my account for 3 days at my request. Because I needed a little break from the game. There are no limits settings in the casino. Now I have frozen my account for 3 days. After I wanted to play (ok, a problem for me), I could just open the account again in the chat. Any reputable casino would never allow that. I have now lost everything 1205 euros. I find it irresponsible from the casino and hope for a fair solution. Player protection if desired should be observed.
Automatic translation:
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4 years ago
Dear Wolfgang,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found:
"You are entitled to close your account at any time by sending an email to or doing so in My Profile. We will endeavor to respond within a reasonable time. You are responsible for all activity on your account until such closure has been acknowledged and affected by us."
Please could you confirm that you received a confirmation from the casino after you have emailed your request for the account to be suspended? Please, could you forward both, your requesting email and the casino’s response? My email address is petronela.k@casino.guru. Thank you in advance for your reply.
Bets regards,
Petronela
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4 years ago
Hallo liebes Casino Guru Team,
ins diesem Casino gibt es keinen RICHTIGEN Spielerschutz.
Ich habe das Konto für 3 Tage eingefroren, ohne Probleme kann das Konto geöffnet werden.
Somit macht diese Funktion keinen Sinn und ist unfair gegenüber den Spielern.
System restriction
This will freeze your account for a selected period. After that period you will be able to login again.
Ich könnte das Konto öffnen bevor die 3 Tage abgelaufen sind. Keine Frage vom Casino warum.
NUN EINE ANTWORT VOM CASINO.
VIELLEICHT FINDEN WIR JA EINE LÖSUNG MIT DEM CASINO
Hello Crew!
We are contacting you from Stellar Support for the ticket: 60277
Dear player, we understand your point but the operators only proceed with the requirement they are asked for. If the player does not mention gambling problem issue, for example, they can reopen the account. There are players who close their account and then, ask to reopen it again (this a regular behavior on them). If you want to close your account for 3 days, you must be specific with the operators so they can put a note notifying your requirement.
Considering the above, we hope the doubts have been clarified as well as this information serves for the future when it comes to reopening and closing the account.
Best Regards
Stellar Unit Support
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4 years ago
Thank you very much Wolfgang for providing all the necessary information. I will transfer now your complaint to my colleague Jozef 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
Hello Wolfgang.
We are just finishing an extra investigation of your case, we will provide you with the outcome very soon.
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4 years ago
Translation
THE CASE WILL BE PROCESSED. ???? please for info greetings
Edited
Automatic translation:
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4 years ago
Hello Wolfgang,
we have just finished with our investigation.
The freezing account feature is not mandatory for casino with Curacao license. There is no global definition of how the freezing should work even when probably everybody knows how it should work. We completely understand that you expect something else from this feature. But, when you asked support to freeze your account, it never happened the way you have expected. Then you cancelled your account freeze and lost all the money. In this case, you gambled them fairly, and we believe that you have no right for refund .
Unfortunately, we’re forced to reject this case.
We also recommend you read our article about responsible gambling because it may provide you with useful tips how to avoid situation from this case. Link below.
https://casino.guru/problem-gambling
Please, let us know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
