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EUSlot Casino - Self Exclusion with brand under same licence

RESOLVED

Complaint Info

Disputed casino

EUSlot Casino

Reason

Other

Amount

€ 2000

Posted on August 22, 2020

Hi,


I have had issues with a number of casinos operating under N1 Interactive (licence holder) which owns and operates a variety of casino brands, one of which is EU Slot. I initially requested to be self excluded on 26/3/20 on BobCasino which is a casino operating under the N1 Interactive MGA licence which also operates EU Slot and received confirmation via email of the self exclusion. I also emailed support to request I be blocked from all casinos under their licence due to gambling problems however I have been allowed to open an account with EU Slot and deposit the following amount on


1500 - 31/7/20

500- 31/7/20


I feel the Gaming operator’s responsible gambling system has severely failed me and my addiction was let take over and I lost control. I have contacted EU slot by email However have not received any satisfactory response.


Please see attached screenshots of some of the deposits made, also please see attached email from Bobcasino as proof of request to self exclude from all of their casinos.


I have used all the same personal registration details as my original Bobcasino account


Name: < removed >

DOB:< removed >

Address: < removed >

Posted on August 26, 2020

Dear AUSSIE201 and AskGamblers Team,


We are sorry for keeping you waiting! We need a bit more time to check all the details carefully. This is necessary in order to figure out the situation as good as possible.

The most important thing for us is fairness and honesty.

Hope for your understanding!


Kind regards,
Euslot Casino Team

Posted on August 26, 2020

I await your swift resolution to this delicate matter

AskGamblers
Posted on August 28, 2020

Dear all, 

Kindly note that the AskGamblers Complaint Team has just extended the response timeframe for another 96 hours and hope that soon an update regarding this complaint will be provided.


Posted on August 30, 2020

I would like to say that it is really disappointing that you cannot give us any explanation or solution after 96 hours.
Mistakes happen, but please make it right by honouring my Self Exclusion request made on 26/3/20

I would like to mention MasonSlots, a brand operating under N1 interactive licence, same as EU slot, have evaluated this same issue but with their brand and agreed to refund.

I am looking forward to your reply. Hopefully you can provide any reactions, solution or explanation at this time.....

Posted on August 30, 2020

Dear AUSSIE201 and AskGamblers Team,


We want to draw your attention to one very important fact. It is technically impossible to reply to a "No reply" system letter. When we try to reply to a system letter, we receive a message that "Address not found". The player couldn't send any message either. Therefore, Bob Casino could not know about the gambling addiction of the player and could not block him in all casinos under the N1 license.

Consequently, we also provided all the necessary information to the AskGamblers support service, and now we are waiting for the final decision.

Hope for your understanding!


Kind regards,
EuSlot Casino Team

Posted on August 30, 2020

Please specify the email address that Self exclusion requests made by players are to be sent to. I went through the website, filled out the SE request however it never asked the reason for why I wanted to self exclude, so I emailed an hour later specifying my reason and to request I be blocked from all casinos under the N1 Interactive licence. This was not a reply to an unmonitored mailbox. This email was directly sent to suppor­­­t­@­b­­o­­bc­­­as­i­­­no.com

As per bob casino live chat (screenshot attached) , they have specified that their support email address is the same as what I sent my email to.

What it appears to me is that my request was Mishandled by the team at bobcasino. I did what I should have done, I sent my request to the right support email address. Unless you can specify an alternative email address for the support team?

Please also see bobcasino responsible gaming policy in regards to requesting a SElf exclusion, I would like to draw your attention to the email address mentioned, same as what I sent my request to.

Please also note Masonslots, a brand operating under N1 interactive licence, same as EUSlot, have investigated this same case but with their casino brand and they have acknowledged the evidence and agreed to refund. What makes EU slot different?

Posted on August 30, 2020

As per your point below “We want to draw your attention to one very important fact. It is technically impossible to reply to a "No reply" system letter. When we try to reply to a system letter, we receive a message that "Address not found".”

This is incorrect , I’ve just checked this and mail is sent directly to suppor­t@b­obc­asi­no.com , even tho I did NOT reply to the SE email , this email was directly sent to suppor­t@b­obc­asi­no.com with the SE notice Included for reference

Posted on August 30, 2020

for your reference please see screenshots which directly contradicts your main reason for not honouring my SE request “We want to draw your attention to one very important fact. It is technically impossible to reply to a "No reply" system letter. When we try to reply to a system letter, we receive a message that "Address not found".”

Just to clarify, the screenshots shows the reply to email addres­s(s­upp­ort­@bo­bca­sin­o.com) directly from one of the automated emails.. this is purely for your own information EU Slots..

In regards to my complaint with you. My own SE request email, was sent directly to Bobcasino support, even if I did click reply it would have still sent it to suppor­t@b­obc­asi­no.com , however I even sent this as a direct mail and still it was mishandled.

Posted on September 1, 2020

An update from a similar case with N1Casino, another brand operating under the same N1 Interactive MGA licence as EUSlot, have agreed to refund my deposits.. that makes 2 casino brands (Mason Slots, N1Casino) that have agreed to refund for this exact same issue I have with EUslot... please do the right thing here

Posted on September 2, 2020

Dear AUSSIE201 and AskGamblers Team,

We believe that it is not our fault, and we can't be responsible for email correspondence or chatting of a player with another casino. We work strictly to our terms and conditions.

Hope for your understanding!

Kind regards,
EuSlot Casino Team

EUSlot Casino Complaints

  • 10 of 10 resolved
  • 1 day avg response
  • 4 days avg complaint life
  • 812 USD avg amount

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