SlotMonster Casino - Jugador exige un reembolso tras solicitud de cierre de cuenta.

Hello,

I request a refund of my losses in this casino amounting to approximately €1,790.

I submitted a global self-exclusion request to the provider EOD CODE SRL via the casino TG Casino on February 21, 2025.

The casino confirmed my self-exclusion and I asked again in their live chat whether I was now banned from all casinos in the EOD CODE SRL group, which also includes Casino Slotmonster.

Here I was confirmed that the self-exclusion applies to the entire group.

I'm currently unable to register at any other casino in the EOD CODE SRL group. However, it was still possible at this casino, which was an error on their part, and therefore I'm demanding a refund of my losses.

Furthermore, I informed the casino directly, on February 28, about my gambling addiction, even though I already had an account, and requested that my account be closed.

Even after a direct request to close my account and informing me about my gambling addiction, she still hasn't responded and hasn't closed my account.

On February 28, 2025, I sent the self-exclusion request and until March 4, I was still able to use my account and play.

Hallo,

ich fordere eine Rückerstattung meiner Verlust in diesem Casino in Höhe von circa 1790 €.

Ich habe am 21. Februar 2025 einen globalen SelbstAusschluss bei dem Provider EOD CODE SRL über das Casino TG Casino eingereicht.

Das Casino bestätigte mir den selbstausschluss und ich habe in deren Live Chat noch einmal nachgefragt, ob ich jetzt für alle Casinos der Gruppe EOD CODE SRL, zu welchem auch das Casino Slotmonster gehört gesperrt bin.

Hier wurde mir gegenüber bestätigt, dass der Selbstauschluss für die komplette Gruppe gilt.

Ich kann mich auch aktuell bei keinem anderen Casino der Gruppe EOD CODE SRL registrieren. Bei diesem Casino war es allerdings noch möglich, was ein Fehler seitens des Casinos war, und daher fordere ich eine Rückerstattung meiner Verluste.

außerdem habe ich das Casino direkt, als ich schon einen Account hatte, ebenfalls noch einmal gesondert am 28. Februar über meine Spielsucht informiert und eine Schließung meines Accounts gefordert.

auch nach einer direkten Aufforderung der Account Schließung und der Information über meine Spielsucht hat sie noch nicht reagiert und meinen Account nicht geschlossen.

am 28.2.2025 habe ich die Selbstausschlussanfrage gesendet und bis zum 4. März war ich noch in der Lage, meinen Account zu nutzen und zu spielen.

Dear xSerious169,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slot Monster Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Has the casino acknowledged making a mistake when they allowed you to register in the casino?
• Has the casino responded to your request for a refund?
• Have you received any response or confirmation from the casino group regarding the self-exclusion from the entire group of casinos?
• Could you please share with me your communication with the casino relevant to the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, yes, the casino said there was probably an error. But only once via chat. The email always just says they're investigating the case.

I have received confirmation from TG Casino that I am excluded from the casino group EOD CODE SRL.

I can't register at any other casinos in the group either.

I will pass on everything to you.

Hallo, ja das Casino hat gesagt, dass wohl ein Fehler vorlag. Aber nur einmal per Chat. Per Email kommt immer nur, dass man den Fall untersucht.

Die Bestätigung, dass ich von der Casino Gruppe EOD CODE SRL ausgeschlossen bin habe ich erhalten, vom TG Casino.

Ich kann mich auch bei keinen anderen Casinos der Gruppe registrieren.

Ich leite dir alles dazu weiter.

Thanks for your reply.

Do you have any correspondence with slotmonster casino support directly?

Could you please share it with me?

Could you please explain what the EOD CODE SRL refers to? I couldn't find any references on the casino's website.

Thanks for your reply.

Hello,

I'm no longer receiving any response from the casino.

EOD CODE SRL is the operator. As far as I've found out, however, only with a German VPN or from Germany. You should be able to identify the operator as EOD CODE SRL.

Hallo,

Ich bekomme vom Casino keine Antwort mehr.

EOD CODE SRL ist der Betreiber. Wie ich herausgefunden habe, aber nur mit deutscher VPN bzw. aus Deutschland. Da müsste man den Betreiber EOD CODE SRL erkennen.

Thanks for the clarification.

I found out the same information as you after looking into it.

Unfortunately, from our point of view, operators licensed in Anjouan and under GCB aren't obligated to self-exclude you across associated brands. The response you received from the live chat agent isn't sufficient proof of the extent of your self-exclusion.

Please let me know if there is any other evidence regarding the case or any saved correspondence between you and Slot Monster Casino support for us to review.

I'll await your reply.

Hello, regardless of the global exclusion, I still contacted the casino directly on February 28, 2025, and asked for self-exclusion.

However, my account was still open until March 4, 2025.

The casino should have processed my direct self-exclusion independently of the global ban.

Hallo, unabhängig von dem globalen Ausschluss habe ich das Casino ja dennoch am 28.02.2025 direkt kontaktiert und um Selbstausschluss gebeten.

Bis zum 04.03.2025 war mein Konto aber noch geöffnet.

Das Casino hätte also meinen direkt Selbstausschluss unabhängig von der globalen Sperre bearbeiten müssen.

Thanks for the explanation.

Let me recap:

Based on the provided information, you tried to self-exclude from this casino group on the 21st of February,

You contacted the casino separately on February 28th.

You made further deposits up until March 1st,

You requested a refund on March 3rd, and the account was closed on March 4th.

The transactions from March 14th and 17th that you submitted are unrelated to this case.

Have you contacted casino support via live chat after you noticed the casino didn't process your self-exclusion request? With what result?

If you saved any accompanying communication, please forward it to me for review. My email is [email protected]

Hello, I contacted the casino separately on February 28th and only received an automated email. I believe it was with a case number and a message stating that it was being processed.

Between February 28 and March 4, the day my account was closed when I requested a refund, I was able to make further deposits.

What exactly do you mean by transactions on March 14 and 17? That has nothing to do with that.

I'm interested in all transactions between February 28 and March 4.

I also contacted the casino via chat, four times in total.

Twice I was unable to reach anyone as a customer and the other two times I was told that my request was still being processed and a refund was also being processed.

Hallo, ich habe am 28. Februar das Casinos separat kontaktiert und darauf nur eine automatisierte E-Mail. Mit einer Fallnummer war es glaube ich und der Mitteilung, dass man dies bearbeitet.

Zwischen dem 28. Februar und dem 4. März, der Tag, an dem mein Konto geschlossen wurde, als ich eine Rückerstattung gefordert habe, konnte ich weitere Einzahlungen tätigen.

Was genau meinen Sie mit Transaktionen am 14. und 17. März? Das hat damit nichts zu tun.

es geht mir rein, um alle Transaktionen zwischen dem 28. Februar und dem 4. März.

Ich habe zwischendurch auch das Casino per Chat kontaktiert, insgesamt vier mal.

Zweimal Kunde ich absolut niemanden erreichen und die anderen beiden Male wurde mir gesagt, dass mein Antrag noch in Bearbeitung ist und auch eine Rückerstattung bearbeitet wird.

Thanks for your reply.

I was referring to the screenshots you sent me in your email from March 31st. In the email, you included screenshots from March 14th, 17th, and 28th, with transactions that I could not connect to the case. In the same email, you shared your credit card statement, which seemed relevant to the situation.

In the evidence you provided, the transaction list shows transactions from March 1st and March 6th.

Is there proof I overlooked confirming you deposited on March 4th?

Hello, sorry, I think I sent you the wrong screenshots back then. They belonged to a different case.

I made the transactions to Slotmonster between February 28, 2025, and March 4, 2025. Unfortunately, I no longer have access to my account to share these transactions.

But I can certainly look for them on my credit card statement. Or the casino provides a history of my payments.

Hallo, sorry ich glaube ich habe dir die falschen Screenshots damals gesendet. Diese gehörten zu einem anderen Fall.

Die Transaktionen an Slotmonster habe ich am 28.02.2025-04.03.2025 getätigt. Ich habe ja leider keinen Zugriff mehr auf mein Konto, um diese Transaktionen zu teilen.

Ich kann diese aber sicher auf meiner Kreditkartenabrechnung suchen. Oder das Casino stellt eine Historie meiner Zahlungen zur Verfügung

Thanks for the explanation.

Please send me proof that you were allowed to deposit at the times you claim in the complaint thread. I apologize for the inconvenience.

Looking forward to your reply.

Unfortunately, I don't have access to my account, but the casino can certainly provide a transaction history of my deposit.

If I only show you the payments from my bank account, unfortunately this casino is not explicitly listed as the recipient.

Ich habe leider keinen Zugriff auf mein Konto, aber das Casino kann sicherlich eine Transaktionshistorie meiner Einzahlung und zur Verfügung stellen.

Wenn ich Ihnen nur die Zahlungen von meinem Bankkonto zeigen, steht hier leider nicht explizit dieses Casino als Empfänger darauf.

Thanks for your reply.

Unfortunately, we consider the time in which your self-exclusion request was handled as sufficient and won't ask the casino for a refund of funds spent in the interim.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.