Slot10 Casino - Αποτυχία αυτοαποκλεισμού

Good morning,

on 02.01.2021 I sent an email to the slot10 casino, asking for the immediate closure of my account, explaining my addiction to gambling, and my desire to have nothing more to do with this problem.

I was told that my account would be closed.

Today, unfortunately, I reconnected to the site and I noticed that my account had not been permanently closed and unfortunately I played € 1,950.00.

I therefore ask for the immediate return of this sum of money deposited on the slot10 casino.

In their terms it says to write the problem for which you want to close the account, and the fact that I have written that I am addicted to gambling I think is a good reason to close the account. However, this was not done.

The issue is known to them and they have not been able to maintain what is reported in their terms and conditions.

Best regards

Buongiorno,

in data 02.01.2021 ho mandato una mail al casinò slot10 , chiedendo l'immediata chiusura del mio account , esplicitando la mia dipendenza dal gioco d'azzardo , e la mia volontà di non avere più nulla a che fare con questo problema.

Mi è stato risposto che il mio account sarebbe stato chiuso.

Oggi , purtroppo mi sono ricollegato al sito e ho notato che il mio account non era stato chiuso definitivamente e purtroppo ho giocato 1'950.00 euro.

Chiedo quindi l'immediata restituzione di questa somma di denaro depositata sul casino slot10.

Nei loro termini c'è scritto di scrivere il problema per il quale si vuole chiudere l'account , e il fatto che io abbia scritto che sono dipendente dal gioco d'azzardo credo che sia un buon motivo per chiudere l'account. Questo però non è stato fatto.

La problematica è a loro nota e non sono stati in grado di mantenere quanto riprotato nei loro termini e condizioni.

Cordiali saluti

Dear Marquez199,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you received a confirmation from the casino that your self-exclusion was activated? Would you be so kind and forward it to me? Also, in your message, you mention the amount of €1,950, but you set the disputed amount to €2,450. Could you please clarify how much money you’ve managed to deposit after you requested self-exclusion?

Additionally, please, forward any other relevant communication between you and the casino, together with the deposit receipts to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, sure, I send all the documentation to Kristina. Thank you very much for helping

Ciao, certo, invio tutta la documentazione a Kristina. Grazie mille per l'aiuto

Has my email arrived?

è arrivata la mia mail?

Thank you very much Marquez199 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I would like to ask Slot10 Casino to join us and help us resolve the player's issue.

Dear Simeone and Casino Guru representatives,

Thank you both for inviting us to this thread.

As per our records, we would like to confirm that player's account was closed on 3/01/2021 at 09:46 CET.

Simeone was also notified via email with the following statement:

"This is a confirmation email regarding the account closure request.

We are sorry to see you leave, but we can confirm that the account is now closed and will remain so indefinitely, which is forever unless you wish to reopen the account at a later time.

Should you change your mind in the future, you can contact us here in Customer Support at any time and we will be more than happy to help you reopen your account.

Alternatively, if you later attempt to log in after confirming the account closure, this action will be treated as a request to reopen the account and the account will be automatically reopened."

Having In mind the last sentence from our official reply, the player managed to log-in to his account at 01/07/2021 11:34 and deposited 500 €. The total amount of funds played in the casino section during 01/07/2021 11:34 and 1/07/2021 13:09 is €2,450.

Again, as per our official Terms & Condition, which the customer accepts before his initial registration at SLOT10, we have full rights once a player decides to reopen his account to take actions on his promo and private sport/casino offer activity. Moreover, his VIP Club status was turned off as per the customer's request.

We believe that our actions with Simeone were in full rights with our Terms & Conditions.

We hope both of you will find this informative.

Kind Regards,

The SLOT10 Casino Team

Goodmorning everyone. I interject to explain that closing the account for gambling addiction and closing the account to take a break are two completely different realities. In your terms and conditions, you are championing by saying to help players affected by this disease, like myself. Which you have not done in the least.

having said that, I ask for a refund of the amount deposited, for a total of 2450 euros. If I fail to close the dispute in a civil manner through the following platform, I will take legal action, according to the established standards. If the money previously played had been played without notifying anyone of this problem, it was played and I was given the opportunity to play it even though I had explicitly asked to close my account and never want to be part of it again.

I am waiting for cordial greetings

Buongiorno a tutti. Mi intrometto per spiegare che chiudere l account per dipendenza da gioco e chiudere l account per prendersi una pausa sono due realtà completamente diverse. Nei vostri termini e condizioni fate i paladini dicendo di aiutare i giocatore afffetti da questa malattia, come il sottoscritto. Cosa che invece non avete minimamente fatto .

detto questo chiedo il rimborso della cifra depositata , per un totale di 2450 euro. Se non dovessi riuscire a chiudere il contenzioso in maniera civile tramite la seguente piattaforma mi muoverò per vie legali , secondo gli standard previsti. Se i soldi giocati precedentemente erano stati giocati senza avvisare nessuno di tale problematica , questi sono stati giocati e mi è stata data la possibilità di giocarli nonostante io avessi esplicitamente chiesto di chiudere il mio account e di non volerne mai più fare parte.

resto in attesa cordiali saluti

On the basis of this, what were you able to propose to me? Nothing, you stole an additional 2450 euros from me!

Voi in base a questo cosa siete stati capaci di propormi? Nulla , mi avete sottratto ulteriori 2450 euro!

Dear Slot10 Casino,

The player has also sent us the exact same e-mail which he sent to you to close his account. In this e-mail is clearly seen that the player has gambling problems and he wish to self-exclude himself and not just take a break from the casino. Closing his account where he could login and reactivate it anytime isn't the solution once there is mentioned addiction. By our fair gambling codex, the player should get back all his deposit which he made since his failed self-exclusion (January 2).

Among other things, to date, despite my problems have been widely described and my requests are clear, even in the eyes of a newborn who still struggles to understand, my solved account is still accessible in all its functions, creating a repeated gambling risk on their platform. Besides being shameless jackals, they are also fake.

Tra l'altro, ad oggi, nonostante i miei problemi siano stati ampiamente descritti e le mie richieste sono chiare, anche agli occhi di un neonato che ancora fatica a comprendere, il mio account risolta ancora accessibile in tutte le sue funzioni, creando un reiterato rischio di gioco sulla loro piattaforma. Oltre che ad essere degli sciacalli senza vergogna, sono anche falsi.

Good morning ,

I think the time has come to go into more detail on the SLOT10 theme.

I have found, according to research, that you have a license that relies on Curacao. It would be a real shame not to be able to renew it, thus losing the opportunity to operate and therefore to gain visibility.

• In your terms and conditions, in point 3.15 you clearly state that the customer, after having informed that he wishes to close his account, will no longer be responsible for any bet, which will be canceled and refunded.
• In the paragraph on "responsible gaming" you clearly write to provide help in case of addiction to gambling, as I wrote in the email you received.
• Also in the paragraph "responsible gaming" you provide this description: An account is simply considered closed if a customer has not specified the reason or the period for which he wishes his account to be closed. In such cases, this account can be reopened at any time at the request of the customer in question. In my email, on the other hand, it is clear and explicitly written about my problem related to gambling. Consequently my account is not to be considered "simply closed" but blocked forever !!
• In the "privacy policy" paragraph, you say that you are prepared for court orders, criminal proceedings or subpoenas.

Having said that, I repeat my request for a refund for € 2,450.00, considering your fraud against me.

You are in clear conflict with your terms and conditions and with the protection related to gambling addiction.

I will open a new discussion on ask gamblers, after which I will interface directly with Curacao to be able to move against you, so that I can get the sum requested by me.

Instead, I am willing to eliminate all the reviews and all the accusations against you when the amount of 2'450.00 euros requested by me will be reimbursed.

Best regards

Buongiorno ,

credo sia giunto il momento di entrare più nel dettaglio sul tema SLOT10.

Ho appurato , secondo ricerche che siete in possesso di una licenza che si appoggia a Curacao. Sarebbe davvero un peccato non riuscire poi a rinnovarla, perdendo quindi la possibilità di operare e quindi di acquistare visibilità.

• Nei vostri termini e condizioni , al punto n° 3.15 enunciate chiaramente il fatto che il cliente , dopo aver informato di voler chiudere il proprio account non sarà più responsabile per nessuna scommessa, che sarà annullata e rimborsata.
• Nel paragrafo relativo a "responsible gaming" scrivete chiaramente di fornire aiuto in caso di dipendenza dal gioco d'azzardo, come da me scritto nella mail da voi ricevuta.
• Sempre nel paragrafo "responsible gaming" riportate tale descrizione : Un account è considerato semplicemente chiuso se un cliente non ha specificato il motivo o il periodo per il quale desidera che il proprio account venga chiuso. In tali casi, tale account può essere riaperto in qualsiasi momento, su richiesta del cliente in questione. Nella mia mail invece si evince chiaramente ed è scritto in modo esplicito il mio problema legato al gioco d'azzardo. Di conseguenza il mio account non è da considerarsi "semplicemente chiuso" ma bloccato per sempre!!
• Nel paragrafo "privacy policy" dite di essere preparati per ordini di tribunali, procedimenti penali o citazioni in giudizio.

Detto questo , ribadisco la mia richiesta di rimborso per 2'450.00 euro , considerando la vostra frode attuata nei miei confronti.

Siete in palese conflitto con i vostri termini e condizioni e con la tutela relativa alla dipendenza da gioco d'azzardo.

Aprirò una nuova discussione su ask gamblers , dopodiché mi interfaccerò direttamente con Curacao per riuscire a muovermi contro di voi, in modo da poter ottenere la somma da me richiesta.

Sono disposto invece a eliminare tutte le recensioni e tutte le accuse nei vostri confronti nel momento in cui mi verrà rimborsata la cifra di 2'450.00 euro , da me richiesta.

Cordiali saluti

Good morning,

to date my account is still active, with the possibility of depositing funds despite my requests!

But does anyone want to help me?

Buongiorno,

ad oggi il mio account risulta ancora attivo, con la possibilità di depositare fondi nonostante le mie richieste!

Ma qualcuno mi vuole aiutare ?

Update of 15.01.2021.

My account is currently closed. So it means that they too know they were wrong.

I leave you an image that attests the closure of my account.

Aggiornamento del 15.01.2021.

Allo stato attuale il mio account risulta chiuso. Quindi vuol dire che anche loro sanno di aver sbagliato.

Vi lascio immagine che attesta la chiusura del mio account.

Dear Marquez,

I'm glad to hear that your account is now closed. However, we haven't receive any respond from the casino regarding your issue and refund of deposits. Let's hope they will let us know the status of it or that they are already working on it.

Good morning ,

but can nothing else be done?

can't you try to contact the casino directly?

They are wrong, they know it and they don't answer.

But what's the point?

Buongiorno ,

ma non si può fare nient altro?

non potete provare a mettervi in contatto direttamente voi con il casinò in questione?

Sono nel torto, lo sanno e non rispondono.

Ma che senso ha?

Hi Simeone & CasinoGuru representatives,

Thank you for your updates.

As we've already mentioned and explained in our previous conversations through our LiveChat, emails, and here on CasinoGuru.

Please, keep In mind the following from our general T&C: "Alternatively, if you later attempt to log in after confirming the account closure, this action will be treated as a request to reopen the account and the account will be automatically reopened."

With that being said and with your attempt was made clear, I'm afraid that we cannot do much more in your case. Everything was explained in detail and information was provided to you over an email.

Our statement remains as final as it is.

Warmest Regards,

The SLOT10 Casino Team

Dear Marquez199,

Please do not use any harsh language, it won't solve any issue. However, we still agree with the player that the casino should pay out the full deposit amount during that time. There is a difference when you want to take a break and you close an account - which can be reopend with a simple login. In this case the player clearly mentioned gambling problems which should automaticaly be solved with a self-restriction and do not allow the player to login anymore to the casino.

We haven't receive any answer to our last respond here. Please note, if we won't get any answer within the next 7 days we will close the complaint as unresolved which could lead to casino's rating deduction.

The complaint will now be closed as unresolved, negatively affecting the casino's rating. I'm really sorry that we could not help you more but after we asked the casino to refund your deposits and not receiving it or any respond from them, there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru