EUSlot Casino - Self Exclusion with brand under same licence

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

I await your swift resolution to this delicate matter

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.

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.....

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

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?

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

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.

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

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

You are directly responsible as you operate under the same N1 Interactive MGA licence, same as bobcasino. Your casino allowed me to open a casino account and deposit large sums whilst a SE was in place and I explicitly requested to apply this across the Whole N1 interactive casino network.

The breakdown of communication between bobcasino and EUSlot, is not my concern, I followed the guidance to exclude myself via the website and contacted bob casino suppor­­t(­s­u­pp­­ort­­@b­o­b­ca­­sin­­o.com) to outline my gambling issue both by using the automated service AND emailing with my reason outlining my gambling problem AND requesting to be blocked from all casinos under the N1 interactive licence. If bobcasino support has mishandled my request that is out of my hands and completely out of my control as far I was aware my SE was supposed to be in place.

As per MGA regulation you are obliged to follow a players request to SE , especially when it’s been highlighted a gambling problem is present.

I think it’s absolutely crazy you have allowed this to happen EUSlot, and the fact that MasonSlots and N1Casino, whom are both under the N1 interactive licence, same as Live.Casino, have recognised this major issue and agreed to refund.. what makes you different??

@Askgamblers team if you could step in here.

You are directly responsible as you operate under the same N1 Interactive MGA licence, same as bobcasino. Your casino allowed me to open a casino account and deposit large sums whilst a SE was in place and I explicitly requested to apply this across the Whole N1 interactive casino network.

The breakdown of communication between bobcasino and yourselves, EUSlot, is not my concern, I followed the guidance to exclude myself via the website and contacted bob casino suppor­­t(­s­u­pp­­ort­­@b­o­b­ca­­sin­­o.com) to outline my gambling issue both by using the automated service AND emailing with my reason outlining my gambling problem AND requesting to be blocked from all casinos under the N1 interactive licence. If bobcasino support has mishandled my request that is out of my hands and completely out of my control as far I was aware my SE was supposed to be in place.

As per MGA regulation you are obliged to follow a players request to SE , especially when it’s been highlighted a gambling problem is present.

I think it’s absolutely crazy you have allowed this to happen EUslot , and the fact that MasonSlots and N1Casino, whom are both under the N1 interactive licence, same as EUSlot, have recognised this major issue and agreed to refund.. what makes you different??

@Askgamblers team if you could step in here.

Furthermore, I believe it certainly is NOT my fault that my SE request was not handled properly despite me

1- submitting a request for self exclusion via the bobcasino website and
2- emailing bobcasino support directly outlining my reasons due to gambling problems and gave explicit instructions to prevent me from all casinos under the N1 interactive licence. This was a direct email to suppor­t@b­obc­asi­nk.com, not a reply to an automated message!

This issue has solely been caused by Bobcasino not handling my SE request properly , I should never have been allowed to deposit any sums with EUSlot. Therefore because of this breakdown in communication between bobcasino and EUSlot, the so called “responsible gambling policy” of N1 interactive has severely failed me, a vulnerable player that was trying to protect myself. Thus the onus falls onto N1 interactive as a whole, specifically EUSlot casino and the other casinos under N1 interactive that failed to implement my explicit And total SE request.

Dear AUSSIE201,

You replied to the system letter where you did see that you mustn't respond to it and try to trick all of us because you lost your money and want to return it in unfaithful and dishonest way.

Kind regards,
EuSlot Casino Team

My email was not a reply to an automated message, have you been reading details of this case at all????

My email request outlining my reason to Self exclude was sent DIRECTLY to suppor­t@b­obc­asi­no.c­om!!

I've given EUSlot ample opportunities to rectify this situation (as your sister brands MasonSLots and N1Casino) have done. I won't be repeating myself further, I have presented all facts to uphold my case. @AskGamblers can you advise further if I need to contact MGA directly?

One key point Id like EUSlot to also bear in mind in regards to their recent post, my SE request email to a casino under your operators licence is dated 26/3/20, a date that is substantially BEFORE the deposits were made on EUSlot on 31/7/20.

Bottom line, these deposits should never have been allowed to be made in the first instance and I am dam sure that if by chance I had won anything on EUSlot would have used this very same email to deny me any winnings.

Dear Askgamblers Team,

We will return the player's deposits. AUSSIE201 will get it as soon as possible.

Thank you!

Kindest regards,
EUSlot Casino

Thank you, I will update accordingly when refund is received

Dear AUSSIE201 and Askgamblers Team,

We want to inform you that we have made a successful refund of the player's deposits.

Thank you for understanding and cooperation!

Kindest regards,
EUSlot Casino

Dear @aussie201,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

I will update accordingly once I have received the refund

I have received the funds back into my account , this case may be closed

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.