Slotimo Casino - El jugador logró abrir una nueva cuenta después de que la anterior se cerró debido a un problema de juego.

Hello Casino Guru team,

I was browsing the websites on Thursday 6/2/2022 looking for an online cadino because I was firmly convinced that I had to play today and then I would win. You have to know that I have been playing off and on for about 17 years and have always locked myself out of the casinos permanently because I have always lost money. Where it wasn't possible to do it myself online, I always wrote an email to support asking them to exclude themselves. There are so many casino platforms and that's not good for me, because then I'll start looking for another casino. Now on to 6/2/22. I created an account and played without suspecting anything and unfortunately lost 2000 euros. Then I started a request via chat if it is possible to get a bonus. Support initially offered me 20 euros but then withdrew and wrote that they now saw that I requested self-exclusion due to a gaming issue 4 months ago. Then I was irritated? Then everything came back to me... If I excluded myself, then it shouldn't be possible to open an account again and receive my money with my same email address, date of birth and same place of residence. The support asked me to send an email to support@slotimo.com, which I did. Haven't gotten any response from the casino yet. At least they could write that they received the message and are taking care of my request.

I'm attaching the email here, along with the screen of the chat process, which I quickly made during the chat.

I saw that there was a similar dispute at this casino before and they helped the player get the 2200 euros refunded.

Please help me to get my 2000 euros back.

Thank you and best regards

Bridget

Hallo Team vom Casino Guru,

Ich habe am Donnerstag, den 2.6.2022 die Webseiten durchstöbert und nach einem online Cadino gesucht, weil ich der festen Überzeugung war, ich muss heute spielen, dann gewinne ich. Sie müssen wissen, dass ich seit ca. 17 Jahren immer wieder spiele und mich aber, weil ich immer Geld verloren habe, selbst immer von den Casinos auf Dauer ausgeschlossen habe. Wo es nicht möglich war online das selber zu machen, habe ich immer ein Email an den Support geschrieben mit der Bitte um Selbstauschluss. Es gibt so viele Casinoplattformen und das ist mich nicht gut, denn dann mache ich mich wieder auf die Suche auf ein anderes Casino. Nun weiter zum 2.6.22. Ich habe nichts ahnend ein Konto angelegt und gespielt und leider 2000 Euro verloren. Dann habe ich über Chat eine Anfrage gestartet, ob es möglich ist, einen Bonus zu erhalten. Der Support hat mir 20 Euro zuerst angeboten,dann aber zurückgezogen und geschrieben, dass er jetzt gesehen habe, dass ich vor 4 Monaten einen Selbstausschluss aufgrund eines Spielproblems beantragte. Dann war ich irritiert? Dann kam mir alles wieder...Wenn ich mich selbst ausgeschlossen habe, dann darf es auch nicht möglich sein, neuerlich mit meiner gleichen Email und Geburtsdatum und gleichem Wohnort ein Konto zu eröffnen und mein Geld entgegenzunehmen. Der Support bat mich ein Email an support@slotimo.com zu richten, was ich dann auch machte. Habe aber bis heute keinerlei Reaktion seitens des Casinos zurückbekommen. Zumindest schreiben könnten sie, dass sie die Nachricht erhalten haben und sich um meine Anfrage kümmern.

Ich hänge das Email hier an, dabei ist auch der screen des chatverlaufes, den ich mir noch schnell während des chats gemacht habe.

Ich habe gesehen, dass es einen gleichen Streitfall bei diesem Casino schon gab und Sie geholfen haben, dass der Spieler die 2200 Euro zurückerstattet bekam.

Bitte helfen Sie mir, dass ich meine 2000 Euro wiederbekomme.

Vielen Dank und liebe Grüße

Brigitte

Dear Brigitte,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction? I have seen a forwarded screenshot of your request, but could you please advise if you have received any reply from the casino confirming successful self-exclusion?

Could you please affirm that you’ve used the same credentials to open your new account as with the old one?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

Thank you for your help. Of course, if you lose money, you're not doing well. Since it is not possible to self-exclude yourself online at slotimo casino, I sent an email. At this point I've applied for self-exclusion from a few casinos so I can start over without playing, and self-exclusion is a help as it takes a long time to make a decision. I get an answer from all casinos, but in this case, unfortunately, I delete everything in the mail history, because then I don't want to see casinos anymore and I'm afraid that my family will find out about it at some point. I always request unlimited self-exclusion.

Since I haven't changed my email address since 1 1/2, I signed up with B******ew******h1970@outlook.com. This time the user name was definitely different with "sohalt" because I gave it a name intuitively. However, the date of birth and address etc was all the same, ie a good system should give immediate feedback that a user with the same information already exists. That also works with many other casino platforms, where I would have unconsciously tried to register again at some point. It is also clear to me that, in principle, the problem of gambling addiction can only be solved by myself, but you simply need this ban to help, because then you decide at this very minute, "Thank God, there is a ban" and you leave Mobile away.

I hope you can still help me!

Thanks again and best regards

Hallo Petronela,

Danke für Ihr Hilfe. Wenn man Geld verliert, geht's es einem natürlich nicht gut. Da es leidet bei slotimo casino nicht möglich ist, sich selber online auszuschließen, habe ich ein Email geschickt. Zu diesem Zeitpunkt habe ich bei einigen Casinos einen Selbstauschluss beantragt, damit ich einen Neustart ohne Spielen mache, und da ist eben eine Hilfe, dass man sich mal selber ausschließt, mit der Entscheidung wartet man ja lange. Eine Antwort bekomme ich von allen casinos, aber in diesem Fall leider lösche ich alles im mailverlauf,weil ich dann casino nicht mehr sehen will und auch Angst habe, dass irgendwann meine Familie das mitbekommt. Beantragen tu ich immer einen unbegrenzten Selbstauschluss.

Da ich die Email Anschrift seit 1 1/2 nicht geändert habe, habe ich mich mit B******e.w******h1970@outlook.com angemeldet. Der Benutzername war diesmal sicher ein anderer mit"sohalt", weil ich da intuitiv einen Namen vergeben. Jedoch Geburtsdatum und Adresse etc ist ja alles gleich gewesen, d.h ein gutes System müsste sofort eine Rückmeldung geben, es existiert bereits ein Benutzer mit gleichen Angaben. Das funktioniert bei vielen anderen Casinoplattformen ja auch, bei denen ich mich dann irgendwann unbewusst versucht hätte wieder anzumelden. Es ist mir auch klar, dass prinzipiell das Spielsuchtproblem nur von mir selber gelöst werden kann, aber als Hilfe braucht man diese Sperre einfach, denn dann entscheidet man sich genau in dieser Minute " Gott sei Dank, gibt es die Sperre" und man geht vom Handy weg.

Ich hoffe, Sie können mir trotzdem helfen!

Danke nochmals und liebe Grüße

Hello Petronella, could you please not make my email address public, thanks and LG

Hallo Petronella, könnten Sie bitte meine Email Adresse nicht öffentlich machen, danke und LG

Thank you very much, Brigitte, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Many thanks Petronella and Jozef for your help!

LG

Danke vielmals Petronella und Jozef für eure Hilfe!

LG

Hello Brigitte.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Brigitte and Casino Guru Representative, 

Apologies for the delayed reply. 

Please note that this case has been transferred to the relevant department and is being carefully investigated. 

We will contact you as soon as we have an answer for you. 

Kind Regards, 

Slotimo Casino Team 

Dear Slotimo Casino team.

Thank you very much for your cooperation. I am extending the timer by 7 days, let us know if you need more time to reply.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Brigitte and Casino Guru Representative, 

We are still working on the case.  

An answer will be provided as soon as possible, a fixed deadline cannot be given at this time.  

Best Regards, 

Slotimo Casino Team 

Hello Slotimo team, hello Casino Guru team,

I would be very grateful if my case could be closed positively and thank you again for your efforts!

Bridget

Hallo Slotimo Team, hallo Casino Guru Team,

Ich wäre sehr sehr dankbar, wenn mein Fall positiv abgeschlossen werden kann und danke weiterhin für Ihr Bemühen!

Brigitte

Dear Slotimo Casino team.

Thank you very much for your cooperation, I am extending the timer by 7 days.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days.

Dear Slotimo Casino team,

may I kindly ask you to at least estimate the time frame when we can expect an update about the issue?

We are extending the timer by 7 days.  

We would like to ask the Slotimo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Brigitte,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello Brigitte,

the casino team has informed us that your issue has already been resolved. Please, could you confirm?

Hello,

I don't see a receipt on my account and I haven't received a message from the casino.

Thank you for reopening the case

LG Brigitte

Hallo,

Ich sehe keinen Eingang auf meinem Konto und habe keine Nachricht vom Casino erhalten.

Danke, dass der Fall wieder aufgenommen wurde,

LG Brigitte

Hello again, I would like to ask you to completely star out my email, including the beginning and end, thank you very much and lG

Hallo nochmal, ich bitte Sie meine Email , auch Anfang und Ende komplett auszusternen, vielen Dank und lG

Dear Casino Guru Representative,

Please note that we communicated our decision (via email) with the player directly.

Kind Regards,

Slotimo Casino Team

Dear Casino Slotimo representative,

I ask you to send me this email again. If emails end up in my spam, I (unfortunately) ignore them.

Kind regards

Bridget

Sehr geehrter Casino Slotimo Vertreter,

Ich bitte Sie mir dieses Email nochmal zukommen zu lassen. Wenn Emails in meinem Spam landen, beachte ich diese(leider) nicht.

Mit freundlichen Grüßen

Brigitte

Dear Brigitte,

is there any new information about your case, please?

No, I also checked the spam.

Nein, habe auch den Spam überprüft.

Dear Slotimo Casino team,

may I kindly ask you to react and explain the situation?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Brigitte,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Casino Guru team and Brigitte,

It is of great importance for us to provide a safe gambling environment for our Players thus we would like to address this case after we conducted a thorough investigation into it. 

A review was made of all correspondence which the Player had with us and there were absolutely no exclusion requests made prior to this chat in Slotimo. Furthermore, this was the first ever chat she had with us which can be seen as initially requested a Welcome Bonus which is used for the first ever deposit on the website. 

We even made sure to review our database for any matches with username, e-mail, personal name, IP address and there were no other Accounts ever created in Slotimo. 

This whole situation was caused due to an unfortunate accident caused by an agent handling many customers at the same time. Our agents are all trained to handle exclusion requests and always take immediate action if such an issue is reported to them, furthermore when an account is excluded after a customer request, we provide them with an e-mail which confirms the block. Another thing we would like to mention is that upon player registration a welcome e-mail is also provided so she would be aware if she had an older account as there would be traces of it. 

Also, if she was indeed excluded from our website, there is no way she would be able to register with the e-mail address used for this account. Since the Player insists that an exclusion was requested some time ago, an e-mail would have been provided to her and it could be shared with us.

Kind Regards,

Slotimo Casino Team

Dear Brigitte,

may I kindly ask you to react? Are you able to provide us with evidence to sustain your claims, informing the casino about the gambling problem?

Dear Brigitte,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.