Beschwerde #15 Slottica Casino

Refund denied after failure to self exclude after numerous requests

Von boggit26

vor 6 Jahren

On 6th of June 2019 I emailed slottica support requesting to be self excluded for as long as possible, this was after requesting this through live chat, however I had no response, so I ended up depositing more money. There is no self exclusion tool on website but I did manage to timeout for the maximum amount of days, which is 30 days. On the 9th of June I once again emailed slottica support asking to be self excluded but was told I could only use the timeout of 30 days. I then asked to close my account but was told it couldn't be. I then asked for deposit limits to be put on my account but was told to try my bank. After the 30 day timeout was completed I received an email saying my account was unblocked, unfortunately I went on to deposit more money. I am a gambling addict and have been battling this addiction for years but unfortunately I have laspes. I feel that all of this could have been avoided and feel I should be refunded all my deposits totaling 1965.00 euros. I will attach prove of these conversations.

Unseriöses Casino Slottica Casino

Grund Sonstiges

Betrag €1965

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

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.

boggit26

vor 5 Jahren

Thanks slottica team and ask gamblers team, I have received payment, therefore complaint has been resolved.

AskGamblers

• Support Team

vor 5 Jahren

Dear @boggit26,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

Slottica Casino

• Representative

vor 5 Jahren

Hello dear player!
We are glad to inform you, that we successfully withdraw money to your new wallet. Please, kindly check your wallet.

Best regards,
Slottica team

Slottica Casino Beschwerde-Statistik

Gelöst 29 / 35

Durchschn. Betrag $2,023

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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Mir wird angekreidet, dass ich mit einem aktiven Bonus, über dem „max bet“ Betrag von 2€ gespielt habe.

Erläuterung:
Ich habe vor 2 Wochen bei Slottica einbezahlt und aufgrund eines Fehlers wurde mir der Einzahlungsbonus manuell gutgeschrieben.
Deswegen war es mir von Anfang an nicht möglich den Bonusfortschritt einzusehen und ich musste jedes Mal den Support deswegen kontaktieren.
Ich habe angefangen verschiedene Slots zu spielen und bin recht schnell auf ihre neuen „Novomatic Live Slots“ gewechselt. In den Bonus Bedingungen stand nicht, dass dies nicht erlaubt sei und ebenfalls ging ich davon aus, dass die „Novomatic Live Slots“ ebenfalls den zu verspielenden Betrag beeinflussen.

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Nach ein paar Stunden habe ich den Support erneut kontaktiert, welcher mir die Auskunft gab, dass ich die Bonus-Bedingungen erfüllt habe und eine Auszahlung möglich sei.
Mehr als den Support fragen kann ich nicht und darauf habe ich mich verlassen.
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Am nächsten Tag bekam ich auch prompt die Antwort, dass die „Novomatic Live Slots“ nicht in die Bonus Bedingungen fallen und ich 1687,50€ zum Umsetzen habe, mit der Begründung das der Fehler beim Support lag. (Siehe Screenshot der Mail)

Somit habe ich die 1687,50€ umgesetzt, ohne den max bet Betrag zu überschreiten.
Erneut habe ich die Information vom Support bekommen, dass alles In Ordnung sei und ich eine Auszahlung von 1000€ tätigen kann.
Diesmal hat es funktioniert und nachdem ich sogar mein Profil verifiziert habe, kam die E-Mail das die Auszahlung gestrichen wurde, da ich gegen die Bonus-Bedingungen verstoßen habe und mir wurden nur die 50€ der Einzahlung wieder gutgeschrieben.

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- „Finance Department“ bricht die Auszahlung ab, da ich gegen die Bedingungen verstoßen habe.
Ganz klar liegt der Fehler nicht bei mir.
Slottica wurde bereits kontaktiert, jedoch habe ich keine Antwort erhalten.
Screenshots befinden sich im Anhang.
Bitte um Klärung!

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I kindly request assistance in recovering the above-mentioned loss and in ensuring that my account is permanently closed to prevent any further gambling-related harm.

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