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Slotobank Casino - Withdrawal cannot be processed whilst I'm self excluded

Complaint Info
Disputed casino Slotobank Casino
Reason Delayed payment
Amount £ 100
mburns02 United Kingdom Message
Posted on July 30, 2014

I joined the casino on the 26th July 2014, I quickly won £100 and I decided it was best for me to withdraw the money and self exclude myself for while so that I didn't cancel the withdrawal and end-up losing it all.

On the 27th July I received an ID request email which I responded to supplying all the relevant ID.

Today 29th July I decided to email their support team for an update on my withdrawal below is their response.
'Your document was successfully received and forwarded to the relevant department.
However, we would like to remind you that there is a self-exclusion on your account until August 2nd. thus, the withdrawal cannot be processed till that time.'
This to me seams crazy, they cannot process my withdrawal whilst the self-exclusion is in place? luckily I only excluded for a week but what would of happened had I been permanently excluded?

I contacted Anna on the live chat but she couldn't be of any further assistance, she just re-iterated that these where the casinos terms and conditions.

I'd like to know why they cannot process withdrawals for self-excluded customers?

Posted on July 30, 2014

Dear Michael, we are really sorry that this issue happened to you. But self exclusion option it is one of responsable gambling tool. To avoid compulsive gamblers and according to our license if you put self-exclusion we cannot just take it out. And this exclusion was switched on from your side. Next time if you would like to just close your account for a while, please contact our support and we will close it from our side by using another option so we will have an access and we would be able to proceed withdrawals from your account. And we would be able to open your account upon your request. Unfortunately we can't open your account now as you switched on self-exclusion option. Please wait untill 02/08/2014 11:19:41 and your withdrawal would be proceeded once you have requested it.

mburns02 United Kingdom Message
Posted on July 30, 2014

Thanks for the response.
I find it hard to comprehend that your finance team cannot process a withdrawal whist my account is self excluded.
If my account was self excluded for 6 months would I still be unable to get the withdrawal?

Posted on July 30, 2014

Michael Unfortunately yes, you won't be able to withdraw in that case. But you can also apply for withdrawal , then wait untill we approve it and then use self- exclude for 6 month. But it is better to use block from our side as you will be able to activate your account easily by contacting support. Also Michael if you have any fursther questions or problems just contact me via email to [email protected] . It would be my pleasure to assist you with any issue you have in Slotobank Casino.

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