Slott Casino - El jugador busca una resolución con el casino respecto a problemas de autoexclusión y recuperación de depósitos.

The slott.com website operates under the laws of Curaçao. I am already self-excluded under their regulatory entity, the CEG, but the casino refuses to return my deposited amounts despite me being a compulsive gambler who is self-excluded under their license. Moreover, they did not conduct any KYC or identity verification, nor did they check the source of my funds. They allowed me to deposit more than €6000 without any scrutiny or verification. The staff here in Portugal are confused and accustomed to other casinos where they previously worked. By email, they suggested I self-exclude with the Kahnawake Gaming Commission, but Slott.com's license is with the CEG. I need clarifications from a representative of the company since I see the casino is associated with NeoGroup, R2DPartners, Leon Bet, and Twin. I am a high-risk compulsive gambler and suffered a relapse due to R2DPartners' advertisement for Slott casino on LinkedIn. I would appreciate if someone from the company could get in touch with me to help. I am self-excluded under the CEG and Antillephone licenses, and I have been banned from all Curaçao casinos. I am self-excluded from all group casinos and nationally by the SRIJ.

In addition to being self-excluded under various licenses and from multiple casinos and operators associated with the group, this casino also violated AML and responsible gaming rules. In Portugal, deposits above €2000 are not allowed without KYC and AML verification. Despite being based in Curaçao, the company uses a Portuguese payment processing agent called "EuPago Inst Pag." I appeal to the casino's good sense as they refuse to assist me or return the funds even in the face of strong evidence that I am self-excluded.

Below is a screenshot of the email from the casino, stating they closed my account and instructed me to submit a form to the KGC, despite their license being under the CEG. I would like an international representative from the casino to speak with me.

The casino overlooked responsible gaming and player protection rules, allowing me to deposit €4500 consecutively, clearly showing compulsive behavior. They ignored all emails and complaints I made proving that I was self-excluded due to compulsive gambling issues.

A slott.com é operada sob a leis de Curaçau, eu já estou auto-excluido na sua entidade reguladora a CEG, mas o casino recusa-se a devolver-me os valores depositados, mesmo eu sendo um jogador compulsivo já auto excluído na licença.. mesmo tendo explicado que não fizeram KYC ou uma verificação da minha identidade nem da origem dos fundos. E deixaram-me depositar mais de 6000€ sem qualquer tipo de problema ou verificação. Os seus funcionários aqui em Portugal estão tão confusos e habituados aos outros Casinos onde trabalhavam, que por email disseram para me auto excluir na Kahnawake Gaming Commision… mas a licença da Slott.com é da CEG… necessitava de esclarecimentos de alguém da empresa, vi que o casino está associado ao NeoGroup, R2DPartners, Leon Bet e Twin. Sou um jogador viciado compulsivo de alto risco, e tive uma recaída devido a uma publicidade que vi da R2DPartners ao Slott casino no LinkedIn… gostava que alguém da empresa entrasse em

Contacto comigo para me ajudar. Estou auto excluído por problemas de adição ao jogo na licença CEG e Antillephone, fui banido de todos os Casinos de Curaçau.. auto excluído em todos os Casinos do grupo e a nível nacional pelo SRIJ.

além de estar auto-excluído nas licenças e de vários Casinos e operadores que trabalham juntamente com o grupo, este casino também violou regras de AML e jogo responsável, sendo que em Portugal não é permitido depósitos acima de 2000€ sem uma verificação KYC e AML… apesar da empresa estar sediada em Curaçau aqui em Portugal utilizam um agente de processamento de pagamentos português chamado "EuPago Inst Pag" apelo ao bom senso do Casino, que mesmo perante provas fortes de que estou autoexcluido se recusa sequer a prestar ajuda ou devolver os valores.

deixo aqui o e-mail do casino apenas dizendo que me fecharam a conta e para mandar um formulário para a KGC… quando a sua licença é da CEG! Gostaria que um representante internacional do casino falasse comigo.

o jogo responsável e as regras de proteção ao

jogador também… o casino deixou-me depositar 4500€ seguidos, notando-se um claro comportamento de adição. Ignoraram todos os e-mails e queixas que fiz a provar que estou auto excluído da licença por problemas de adição compulsiva.

Dear joaomarsh20,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://slott.com/responsible-gambling: 

Self-Exclusion

Should you require a break from online gambling, we have provided a self-exclusion facility that can be accessed using the 'Manage Deposit Limits' page. If you set your deposit limit to 0 with effect for six months, this has the meaning of temporary self-exclusion, and our system will not allow you to lift it until the 6-month period has expired. If you set the '0' deposit limit indefinitely, this will be a permanent self-exclusion that will effectively bar you from playing on our website forever.

Self-exclusion is aimed as a strong intervention tool when the problem becomes compulsive. Don't hesitate to contact customer service if you require any additional information or assistance in managing your account limits. You can request self-exclusion by sending a written notice to our support team and we will address it right away. Remember that you may not request the lifting of your deposit or wagering limits before the end of their effective period.

Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. 

Could you please advise if you have ever requested self-exclusion from this casino besides the recent request you posted here?

Looking forward to hearing from you. 

Best regards, 

Dominika

Yes, I have already applied for self-exclusion and Slott's employees, who are the same as Leon Bet, are so confused that they sent the wrong self-exclusion form! They emailed the Kahnawake Gaming Commission form when they are actually regulated by CEG. Never mind the part about being self-excluded from the company's other casinos when I'm already self-excluded from the license! The casino staff ignored everything I said, even knowing that I'm already a "known" player! I complained on Slott's LinkedIn Affiliate page (the same as Leon Bet, in fact this casino belongs to Leon/Neo Group) and they not only deleted my comments but also tried to ban my social network. Slott has now opened in Portugal as if it were legal, it even has PORTUGAL written in the only countries allowed, however it is completely illegal in the country, it is not regulated by SRIJ... nor do the employees know who they are licensed by... but from what it says on the website it is by CEG. There are also rules on deposits and AML to be complied with, even by CEG casinos... deposits in the order of 6000€ must be proven. In the space of 2 hours alone, €4500 was spent compulsively. Furthermore, as you can see for yourself, the games are full of bugs and problems, they are constantly crashing and blocking... for every bonus opened in the pragmatic games, the game stopped 2 or 3 times... and that's just for bonuses.

Sim já solicitei an auto exclusão e os funcionários da Slott como são os mesmo da Leon Bet estão tão confusos que enviaram o formulário de auto-exclusão errado! Enviaram por e-mail o formulário da Kahnawake Gaming Commision quando no fundo são regulados pela CEG. Não interessa a parte de estar auto excluído de outros casinos da empresa quando no fundo já estou auto excluído da licença! O staff do casino ignorou tudo o que disse, sabendo eles até que já sou um jogador referenciado e "conhecido" da casa! reclamei na página de LinkedIn de Afiliados da Slott ( a mesma da Leon Bet, aliás este casino pertence á Leon/ Neo Group) e eles além de apagarem os meus comentários tentar banir a minha rede social. A Slott abriu agora em Portugal como se fosse legal, tem até escrito PORTUGAL nos únicos países permitidos, no entanto está completamente ilegal no país, não è regulado pelo SRIJ… nem tão pouco os funcionários sabem bem por quem são licenciados… mas pelo que diz no site è pela CEG. Existem também regras de depósitos e AML a serem cumpridas, até mesmo por casinos da CEG… depósitos nesta ordem de 6000€ obrigatoriamente tem que ser provado a origem dos fundos. Só no espaço de 2 horas foram gastos compulsivamente 4500€ além de que, como podem vocês mesmo experimentar os jogos estão cheios de bugs e problemas, estão constantemente a crashar e bloquear… em cada bónus aberto nos jogos da pragmatic o jogo parava 2 ou 3 vezes… isto por bonus.

They don’t even answer! I have sent many emails to the support team and the email that is in the license for complaints. The support team on the chat are constantly closing the conversation , even why I said I was an already excluded player they sent me the wrong exclusion form! They sent the Kahnawake gaming Commision… and the casino is licensed by CEG.. they also didn’t make any KYC or AML procedure.. that in more than 6000€ of deposits is mandatory. The casino is also using a Portuguese payment processor on which is illegal to make such high deposits without a confirmation of the origin of the funds. I really need help reaching the casino, it would be nice that they respected self exclusion rules, responsible gaming and player protection standards

I am excluded from CEG, I have for the exclusion in June. I have sent documents, my id, everything

What is going on with Slott Casino??? The Portuguese website is a mess! I see 3 regulators on the page!

Check what says in their terms! It says they are licensed by Antillephone.. but the website displays the CEG live seal. You can check the terms here:

https://slott.com/pt-pt/terms

You can download the hole document in:

https://slott3.gcdn.online/UUKJASJD/files/terms/Slott-TermsAndConditions-pt_pt.pdf

All the informations on Slott website are a mess! Kahnawake Gaming Commision exclusion form, saying they are regulated by Antillephone NV on their terms and condition.. responding by email saying that LEON is a legal Casino... what is going on here?!

They also say in the terms on paragraph 2.4 that after registering an account the player as to complete verification and do KYC, by sending a photo of his documents, which wasn't even made!

"2.4. After registering an account the player has to complete the verification procedure. The player needs to send a scanned copy or a color digital photo of the official document that confirms identity. Such documents could be:

National ID card;

Passport;

Driving license."

I demand the total refund from this Casino who doesn't know what they are doing here in Portugal.. Slott is licensed by CEG, KGC or Antillephone?! Sending the wrong regulator exclusion form is very bad.. it seems that they are very confused, it's not normal for the Portuguese Slott Website to have 3 regulators! 

Dear joaomarsh20, thank you for the information provided. Please allow me to ask you a few more questions.

When did you create your casino account?

Could you kindly send me the requests you submitted to the casino for closing your account? My email address is dominika.l@casino.guru.

Thank you very much in advance.

The title of the complaint doesn't match my complaint. They didn't close the account without explanation, they closed it at my request for adding to the game. However, paragraph 2.4 of Slott Casino's terms and conditions states that after registering an account the player must complete verification and KYC by sending a photo of their documents, which was not even done!

"2.4 After registering an account, the player needs to complete the verification procedure. The player needs to send a scanned copy or a digital color photo of the official document that confirms identity. Such documents can be:

National ID card;

Passport;

"Driver's license."

More than €6000 was deposited without any kind of verification, KYC or AML procedure.

In addition to containing a lot of wrong information on the site, different license names... a casino must have its website as correct and transparent as possible, and comply with the AML and responsible gaming rules of both the site itself and the license.

the case is already with CEG who gave the casino 7 days to respond to the ADR... 4 days have passed and the casino still hasn't said anything.

No Slott representative has even spoken to me or the regulator.

O título da reclamação não corresponde com a minha queixa. Não fecharam a conta sem explicação, fecharam a meu pedido por adição ao jogo. Porém no parágrafo 2.4 dos termos e condições da Slott Casino diz que após registrar uma conta o jogador deve concluir a verificação e fazer KYC, enviando uma foto de seus documentos, o que nem sequer foi feito!

"2.4. Após registrar uma conta, o jogador precisa completar o procedimento de verificação. O jogador precisa enviar uma cópia escaneada ou uma foto digital colorida do documento oficial que confirma a identidade. Tais documentos podem ser:

Cartão de identificação nacional;

Passaporte;

"Carteira de motorista."

Foi depositado mais de 6000€ sem qualquer tipo de verificação, KYC ou procedimento AML.

Além de conter bastantes informações erradas no site, nomes diferentes de licença… um casino tem que ter o seu website o mais correto e transparente possivel, e cumprir as regras de AML e jogo responsável tanto do próprio site como da licença.

o caso já está também com a CEG que deu 7 dias ao casino para responder á ADR.. já passaram 4 dias e o casino ainda não disse nada.

Nenhum representante da Slott ainda sequer falou comigo ou com o regulador.

As you've seen in the emails, Slott's employees confuse Casino with Leon because they are the same employees... and they even sent the KGC form... sending the form to exclude another license is extremely serious, as is not doing checks, KYC and AML... even worse when it's written in the terms of the site that verification is mandatory

Com viram nos e-mails os funcionários da Slott confundem o Casino com a Leon pois são os mesmo funcionários… e mandaram até o formulário da KGC… mandar o formulário de exclusão de outra licença é gravíssimo, não fazer verificações, KYC e AML também… pior ainda quando tem escrito mesmo nos termos do site que é obrigatório a verificação

Dear joaomarsh20, please answer the questions I have already asked above.

When did you create your casino account?

Could you kindly send me the requests you submitted to the casino for closing your account? My email address is dominika.l@casino.guru.

CasinoGuru is not taking the complaint seriously ... in the request to close my account at Slott as I showed you and said up there the casino sent the wrong exclusion form! The truth is that CEG is already investigating and there are reasons for the refund because Casino Slott not only failed to do KYC, or account verification as it says in its terms and conditions paragraph 2.4, but also failed to respond to me and CEG... it even failed to respond to the regulator within the time limits. Casino Slott still hasn't responded to the complaint to the CEG regulator; the ADR process has already passed the deadline for a response. The response time for the casino was extended by another 3 days, but it's already been over a week!

The casino is now in breach of the regulator's rules and IP agreement, and the decision could be made in my favor. The problem is that now neither CEG Curaçao E-Gaming nor Slott casino say anything! Can CasinoGuru help me with this?

o CasinoGuru não está a levar a reclamação a sério … na solicitação para fechar a minha conta na Slott como lhe mostrei e disse ali em cima o casino enviou o formulário de exclusão errado! E ainda se referiu ao casino Slott como "Leon".. a verdade é que a CEG já está a investigar e existem sim motivos para a devolução pois o Casino Slott além de não ter feito KYC, ou verificação de conta como diz nos seus termos e condições parágrafo 2.4 também deixou de me responder e também não responde á CEG .. falhou até nos prazos de resposta á entidade reguladora. O Casino Slott ainda não respondeu á queixa na entidade reguladora CEG o processo de ADR já passou até à data limite de resposta. Foi extendido o tempo de resposta para o casino por mais 3 dias mas já passou mais de uma semana!

O casino está agora em violação das regras do regulador e IP agreement, podendo a decisão ser tomada a meu favor. O problema é que agora nem a CEG Curaçau E-Gaming nem o casino Slott dizem nada! O CasinoGuru pode ajudar-me no caso?

Dear joaomarsh20, I kindly ask you to respond to my questions. Failure to do so will result in the rejection of your complaint, as we cannot assist you without your cooperation.

Dominika can close the complaint then! You're always threatening instead of helping... you're always ignoring everything I say! CasinoGuru is not helping at all! You're asking questions I can't even remember! I'm a compulsive gambler, do you think I remember when I opened my account?! What a stupid question! Instead of trying to help, you're trying to find lapses in my story, if the case has been handed over to the regulatory authority and the casino doesn't even answer them

what do you want?! Once again this only proves that CasinoGuru is an entity PAID by the casinos, when they realized that the company R2D Partners that promotes Leon Bet and Twin was the same that promotes Slott Casino, they immediately changed the way they handled the case! All the cases I've won, I've won on my own! Never with the help of CasinoGuru, it's sad to say this but you only got in the way in the other cases, and just like in this one, you seem to be done with the casino! You're never on the consumer's side! Shame on you! CasinoGuru is an attack on all addicted and problem gamblers... you don't want to solve complaints, you want to get more people addicted through your affiliate links! CasinoGuru's behavior will be denounced on all social networks! For a review and complaint site, you should be more careful in the way you treat your customers. If we came to you for help for any reason it was... CasinoGuru's lack of empathy is just inhumane! Shame on you

Dominika pode fechar a reclamação então! Está sempre a ameaçar em vez de ajudar… está sempre a ignorar tudo o que digo! O CasinoGuru em nada está a ajudar! Está a fazer perguntas que nem sequer me lembro! Sou um jogador viciado compulsivo, acham que me lembro de quando abri a conta?! Que pergunta mais estupida! Em vez de estarem a tentar ajuda estão a tentar procurar lapsos na minha história, se o caso está entregue á autoridade reguladora e o casino nem a eles responde

vocês querem o quê?! Mais uma vez isto só prova que o CasinoGuru é uma entidade PAGA pelos casinos, quando perceberam que a empresa R2D Partners que promove a Leon Bet e a Twin era a mesma que promove a Slott Casino, mudaram logo a forma de tratar o caso! Todos os casos que ganhei, ganhei sozinho! Nunca com a ajuda do CasinoGuru, é triste dizer isto mas vocês só atrapalharam nos outros casos, e tal como neste, parece que estão feitos com o casino! Nunca estão do lado do consumidor! Vergonhoso! O CasinoGuru é um atentado a todos os jogadores viciados e com problemas.. vocês não querem resolver as queixas, vocês querem viciar mais pessoas através dos vossos links de afiliado! O comportamento do CasinoGuru irá ser denunciado em todas as redes sociais! Para um site de críticas e queixas deviam ter mais cuidado na forma que tratam os consumidores. Se viemos em busca de ajuda por algum motivo foi… a falta de empatia por parte do CasinoGuru é só desumana! Ganhem vergonha

Unfortunately, the player has not responded to our questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint, as we cannot assist the player without his cooperation. The player can reopen this complaint at any time.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.