All Slots Casino don't respect Responsible Gaming

RESOLVED
Moodo194 Germany
posted on April 1, 2014.

I have to make a complain about AllSlotsCasino.com:

On October 12th 2013 I wrote them to close my account on First Web Casino, so they already knew I dont want to play online anymore. AllslotsCasino confirmed that they got this message.

On March 21th 2014 I wrote Casino Rewards to close all my accounts linked to them and block them. This was their answer:

"We are very sorry to hear about your decision to leave the casino. As requested we have now closed all your accounts with us and removed your details from our marketing lists."

So AllSlotsCasino knew I didn't want to play online and my account should be blocked. But instead I could open an account, deposit there several times (600 Euro) and when I wrote them to close my account, they answered me:

"Your username is already locked, because it is linked to an account where you requested a self exclusion."

That's like a joke. I could deposit there several times, when they obviously knew I didn't want to play online. I mailed them several times about this incident, but they told me that actually NOW they don't belong to that Casino Group... But they had my username blocked because of a request (confirmed by them), so they had to know about my request at Casino Rewards and First Web Casino.

I dont call that Responsible Gaming. It is just a trick to get my money...

posted on April 8, 2014.

Hi

All Slots Casino is linked to First Web Casino, therefore if you requested self exclusion in First Web, you are automatically excluded in All Slots Casino.

This is done for a very simple reason: the casino wants to protect the player, and if the player requires self exclusion, then the casino wants you not to play. It is pointless to try and deposit and play: at a certain point you will be locked again. It cannot be done in real time, but after a few days your account gets locked.

There is no trick, it is responsible gaming. You can try and contact the casino explaining them why you self excluded, and they may reopen your account, but I can't blame them if they won't. They feel they are protecting you.

Regards

Roberto

Moodo194 Germany
posted on April 8, 2014.

But that's exactly what I am talking about. You let me open an account, let me deposit several times and then you close my account, saying that you already knew I don't want to play anymore.

What kind of policy is that? It's not responsible gaming. It's just taking my money, because you actually don't care about responsibility in this case.

What if I had tried to withdraw? Then you would have probably told me: It's not possible, because your account is already closed.

But when it comes to depositing there is no mention about that.

posted on April 8, 2014.

If you self exclude, it means

- that you don't want to play anymore

- that you want the casino to stop you from playing, even if you try to - this is the important point

That's exactly the second case: you tried to play again, but as soon as the casino notices, the casino is forced to lock your account, simply because you asked so in the first place - there are very strict regulations, and this is simply responsible gaming

I'm being very practical now, the only resolution for you is to ask and convince the casino to remove your self exclusion, by explaining them why you self excluded first and why you want it removed now - it could work

Ciao

Roberto

Moodo194 Germany
posted on April 8, 2014.

"If you self exclude, it means

...

- that you want the casino to stop you from playing, even if you try to - this is the important point"

THIS is exactly my point. The casino didn't stop me from playing and certainly not from trying to. All Slots Casino did it afterwards, after depositing.

And when you say I should try to reopen my account, you didn't understand. I don't want to play online anymore. That's why I excluded me. But you don't respect that.

posted on April 9, 2014.

Hi

I'm confused: why did you deposit if you didn't want to play anymore?

The casino does not connect the two accounts instantaneosly, but as soon as it does, you are locked out: and this is done cause you have requested that in the first place

If you request self exclusion, then your experience with the casinos (and at this point this could happen with any Microgaming casinos, cause the casinos shares info on responsible gaming) becomes impossible

Ciao

Roberto

Moodo194 Germany
posted on April 9, 2014.

I self-excluded from all Casinos and especially Microgaming ones, because I don't want to play anymore. I have a serious gaming problem.

On this day I had a relapse and I couldn't use my accounts on other Casinos, which is a good thing. But on All Slots Casino it was no problem to deposit and to play, even though you knew I self excluded. You just took the 600 Euro and didn't care about the restrictions.

That's what I don't call responsible gaming.

But as I see you don't realize the problem. The best thing is probably to report it to the LGA, where you are licenced.

posted on April 9, 2014.

as soon as the casino figured out that you were self excluded in a different Microgaming casino, you were locked out...this will happen with every Microgaming casinos around, as soon as the issue is discovered, the casino acts according to the responsible game policy and locks you out

It is probably a good thing that you are locked out from All Slots Casino, I wish you all the best!

Roberto

Moodo194 Germany
posted on April 10, 2014.

Yes indeed it's a good thing that I am locked out. But unfortunately too late... and that's the issue I was trying to address. In other Microgaming Casinos it happens immediately, but All Slots Casino is taking the money first...

Maybe you should think of chagning this policy. It's NOT responsible gaming. I will Forward this issue to the LGA in Malta. I hope they have a different opinion of responsible gaming.

Have a good day!

posted on April 10, 2014.

Of course do as you feel is best

Ciao

Roberto

AskGamblers
posted on May 5, 2014.

The player excluded himself from playing in this casino and then came back to play! We're afraid that self-exclusion was a personal choice and there's not any guilt on the side of casino! Therefore, there's no point in keeping this complaint alive and will be marked as solved!