All Slots Casino - Not Following Responsible Gaming Policy

RESOLVED
posted on July 4, 2014.

After losing my Mum suddenley, I developed depression and the a gambling addiction. One of the casinos I joined in 2013 was All Slots. I played with them for a period of time, then asked for self exclusion and for my email to be blocked with any other sites they owned.
My account was closed as requested, but then a few months later it re-opened without authority from myself and I stupidly went on to play £6000 with them. Not once was I challenged.
I then asked them for their support and a refund and wanted to know why the account had not remained closed as requested, but after over 10 emails to All Slots and the Jackpot Factory (their parent company) I have not had a reply to my question - why was the account re-opened? Do they know they are in the wrong? Is this the act of 'responsible gaming'?

posted on July 5, 2014.

Hi

What do you mean when you say: the account reopened? did you receive an email stating that the accounts was reopened, or the self exclusion was only temporary (like a cool off period of 6 months or so?)

posted on July 5, 2014.

I originally asked for the account to be permanently closed . A few months later, got promotional emails so tried the account and it was open.

posted on July 5, 2014.

let me know your username, I will look into it

Thanks

Roberto

posted on July 7, 2014.

Hi

I've looked into this matter further, and here is the answer from our customer support:

she requested to close the account on May 17th and did not relate to any sort of gambling problem – only dissatisfaction with bonuses. Then, we have record of a clear chat session where she requested to reopen the account on May 18th if she could get a bonus. And since the 20th, when she mentioned her addiction, her account has been locked as requested.

Not only did the player not deposit – I looked at the player’s bet details and I don’t even see any bets placed after the request to lock due to gambling addiction on May 20th.

If you made a 6000£ deposit after may 20th, you should be able to see it in the casino itself, in the player account history: can you make a screenshot of that?

thanks

Roberto

posted on July 8, 2014.

The account is closed and the deposit was made before I requested closure. This is not to do with what happened recently, this is to do with why my account was re-opened after I requested it permanently closed last year. If it had not been opened again, I would not have been able to play this year.

posted on July 9, 2014.

Hi

The account was permanently closed as soon as you reported a gambling problem: that's exactly what it happened 20th of May, but in 2014; before that date, there is no record of a report of a gambling problem...

Another issue: according to our record, the account was opened just in may 2014 - are you 100% positive you were playing with All Slots Casino in 2013 and not with a similar casino?

Let me know

Roberto

posted on July 9, 2014.

Hi Roberto
Yes, definately played with All Slots in 2013 and requested permanent closure. My user name was stevie275 or stevie276 and the address and email address was the same. This is why I was so surprised when it open again in May this year. I did not have to join as though I was a new user, just sign in.

posted on July 9, 2014.

I also played on the mobile facility.

posted on July 12, 2014.

Hi I have not heard about your findings re my account from 2013. Are you still investigating this?

posted on July 13, 2014.

Hi

According to our recordings, there is no evidence of you playing in 2013 with All Slots Casino.

The All Slots account you are mentioning was opened in may 2014 and closed the same month because of lack of bonuses; it was then reopened upon your request on condition of getting a bonus.

After that, it was permanently closed because of gambling addiction - subsequently, you have requested to support some of the money back. The matter is at this point with eCogra, but I don't see honestly much ground to get any settlement on this, cause after gambling addiction was reported, the account was closed.

I think that's it from my side, the situation is very clear and it is being taken care of, from what I can see, very well from our customer support

Regards and hope everything will be better with you!

Ciao

Roberto

posted on July 13, 2014.

I have had an account with all slots and I cannot prove otherwise. Is this a ploy from you to avoid admitting you were in the wrong?

posted on July 13, 2014.

Hi

I don't see any wrong doing from our side: there is simply no activity in 2013 for that account, since that account was opened in 2014; in 2014 you admit gambling addiction (and account was closed) and in 2014 you asked for money back - I believe we have already reported this issue to eCogra (that is very sensible to any issue related to gambling addiction), but feel free to report there your claims as well, there is nothing else that can be done here...

Regards

Roberto

posted on July 14, 2014.

Roberto

Have you checked to see if an account has been held by me at anytime? Beginning of this year maybe? I will go through my card statements and prove I have had an account with your company.

This is not about the account in question, as you keep telling me, this was opened in May 2014. This was about having my email blocked previously, so I could not have any accounts with your company in the future. And the requests I kept sending your company by email for details of previous accounts.

I have held an account with you and I am sure you can see that detail, so please just be honest and tell me when it was and did I request it closed because of a gambling issue?

posted on July 14, 2014.

Hi

the account we are talking about (and the only one under your name) was opened in may 2014, and in may 2014 there was a complaint about gambling addiction - this led to the closure of the account

We have a clear record of your report of gambling addiction in may 2014, did you report gambling addiction in 2013 as well?

Regards

Roberto

posted on July 15, 2014.

This has been my point all along, I asked for my email address to be blocked with your company, previously, due to a gambling addiction. If you check your records of ANY account I have held with All Slots during the last two years under my email address, you will find I asked for permanent exclusion.

posted on July 15, 2014.

If you claim you have two accounts, you should have in your email address two logins (one for the account in 2013, one for the account in 2014)

Simply provide me this information

Regards

Roberto

posted on July 15, 2014.

I opened my first account with the same email address sometime since 2013, then asked for it to be closed, then it was re-opened.

Do you have a record of me having an account at anytime before May 2013?

I am in the process of getting bank statements for you, can you confirm who was the payee for your company between 2012 and now please. What wouild show on the bank staement as the company taking the money?

posted on July 16, 2014.

Hi

There is no record of you playing in 2013, I think you are confusing us with somebody else, that's the whole point.

If there were two accounts, please provide your old account number, it should be in your email box, cause after registration the account information is sent to your inbox.

Let me have this information, I won't look at anything else and I will consider the matter closed if I don't receive this info

Regards

Roberto

posted on July 17, 2014.

I have no past emails as I deleted them previously. Can you please just answer - apart from the account opened in May 2014, have I ever had an account with you at any other time? Is there any record of my postcode or email address being registered before May 2014?
I know I have played with you before May 2014 and I will post my bank statements once I receive them to show the proof.
You have not answered my question who payments are made to when depositing with your casino - does it show as Allslots on a statement or another payee?

posted on July 17, 2014.

Hi

There is no record, simply because there is no account in All Slots Casino under your email and email address; you are probably confusing All Slots Casino with another casino.

There is no bank transaction to All Slots Casino, cause there is no casino account in 2013 - you also start being not too sure about it, as it is evident in your last messages...

Also i'm getting unconfortable since you have a problem with gambling - neither me nor askgamblers should be involved at all

I reccomend you look for help to forget about gambling and gambling websites like this one once for all

This will be my last message, I wish you good luck

Regards

Roberto

posted on July 17, 2014.

I have found payments to Digimedia, I understand this is you isn't it? And although I do have a problem, I am trying to asertain why I was allowed an account with your company after requesting my email to be blocked, it's quite a simple request. I will contact Digi Media and the Jackpot Factory directly to find out more, but thank you for your time.

posted on July 17, 2014.

Digimedia is not us, as I said before you are confusing casinos...

Contact DigiMedia and ask them all the info you need

Ciao

Roberto

posted on July 18, 2014.

This is what is on your website at the same address as you:-

All transactions at All Slots Casino are facilitated through Digimedia Ltd., a subsidiary of All Slots Casino. On your banking statement, your deposits will usually be attributed to one of the following:

Seabrook Ltd Group 3
Digimedia 3

We recommend printing the transaction data for ALL your transactions, so that any queries can be addressed as efficiently as possible. All online transactions are recorded with our local server time, which is GMT. For any queries, please contact customer support.
..
Digimedia Ltd, of Villa Seminia 8, Sir Temi Zammit Avenue, Malta, is authorized and licensed by the Lotteries and Gaming Authority of Malta. License numbers LGA/CL1/542/2008 and LGA/CL3/542/2008 were both issued on 16 June 2010

posted on July 18, 2014.

As I wrote, contact Digimedia and have them explain it to you; we recently changed some processing payments looks like, but back in 2013 we were not powered by Digimedia...I insist this is probably a casino belonging to the Fortune Group (platinum play?) or Jackpot City (can't remember which group they belong)

Check it with Digimedia and get back to us

Or provide the old All Slots Casino account number (that is going to be impossible, cause simply doesn't exist)

Regards

Roberto

posted on July 18, 2014.

I'm sorry i'm not confortable and/or trained to deal with a person with gambling addiction, i'm pulling out of this discussion, and invite you again to forget everything about gambling and contact gamcare at 0808 8020 133

posted on July 19, 2014.

Roberto, I am not asking for anything other than information. Any gambling issue I have is irelevant, as I just want to find out what would show on my bank statement before Digimedia took over your system. This is a question you have not yet answered and should not feel uncomfortable with!

There are many different companies I have paid, so I would like to know who powered your payment system?

posted on July 21, 2014.

Roberto
The payments I made with your company previously are to
NexiGames Limited
8 Villa Saminia
Sir Temi Zammit Avenue
Malta XBX 1011

posted on July 21, 2014.

This has not been resolved and since Nexigames have been taken over by Digimedia, I beleive information has been deleted, which is why my Allslots was able to be re-opened easily. I am now in contact with all the appropriate companies, still looking for an answer.

AskGamblers
posted on July 21, 2014.

This complaint is resolved. Casino doesn't have any record of the player's activities in their casino on 2013 only in 2014, and they respond to players request for self-exclusion, immediately when they received player's email. Player can't find any proof that she had an account in 2013.