TodoSlots Casino - El jugador solicita el reembolso de todos los depósitos debido al registro existente en la DGOJ.

Hello,

I am registered with the Directorate General of Game Regulation and I have been able to play.

I am claiming the 150€ from the deposits and they tell me that I have to file a complaint, but I am a disabled person and I can't due to health reasons.

Hola,

Estoy inscrita en la Dirección General de Ordenación del Juego y he podido jugar.

Les reclamo los 150€ de los depósitos y me dicen que tengo que interponer una denuncia, cuando soy una persona discapacitada y no puedo por motivos de salud.

Dear Patry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, please could you forward any relevant communication along with your DGOJ registration? My email address is petronela.k@casino.guru.

We will do our best to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I have already sent you the email with the documentation

Hola,

Ya le he enviado el correo electrónico con la documentación

Thank you, Patry, for the forwarded emails. Do I understand correctly that you sent me a court order instead of a DGOJ Registration, please?

Hello,

Yes, we send you the conservatorship. I have just sent you the registration in the General Directorate for the Regulation of Gambling

Hola,

Sí, le mandamos la curatela. Ya le acabo de mandar la inscripción en la Dirección General de Ordenación del juego

I can see that you registered with the SECRETARÍA GENERAL DE CONSUMO Y JUEGO on the 10th of May 2023. When you were able to open your TodoSlots Casino account, please?

Hello,

It will be about 1 or 2 weeks.

Hola,

Hará 1 o 2 semanas aproximadamente.

Is your casino account still accessible or it has been disabled already?

Hello,

I just checked and I can still log in.

Hola,

Lo acabo de comprobar y todavía puedo acceder.

Dear Patry,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings TodoSlots Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to soporte@todoslots.es (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear Patry,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.