Slotman Casino - プレイヤーのアカウントは閉鎖されました。

Good day,

I played at the casino and turned €100 into €211.

Now it has been established that I have opened 2 accounts there. I had simply forgotten that I already had an account there.

However, BOTH accounts are fully verified, I did NOT use any bonus and had no bad intentions.

As a result, both accounts were closed without notice.

I am very disappointed in the way customers are treated and I want my money back and the profits I am entitled to.

Guten Tag,

ich habe bei dem Casino gespielt und aus 100€ 211€ gemacht.

Nun hat man festgestellt, dass ich 2 Konten dort aufgemacht habe. Das ich bereits ein Konto dort hatte, habe ich schlichtweg vergessen gehabt.

BEIDE Konten sind allerdings voll verifiziert worden, ich hbae KEINEN Bonus genutzt und hatte auch keine bösen Absichten.

Daraufhin hat man beide Konten ohne Vorankündigung geschlossen.

Ich bin sehr enttäuscht von diesem Umgang mit Kunden und verlange mein Geld zurück, sowie die Gewinne die mir zu stehen.

Dear Phatty,

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. Could you please advise if the balance on your new account was withheld? When approximately did you open your first and your second accounts in the casino?

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

Best regards,

Tomas

Dear Phatty,

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.

Yes, the credit has been retained in the new account.

The second one just recently, I really don't remember the old one anymore...

Ja, das Guthaben wurde auf dem neuen Konto einbehalten.

Das Zweite jetzt vor Kurzem, das alte weiß ich wirklich nicht mehr...

Dear Phatty,

Would you be able to forward any relevant communication between you and the casino, regarding the issue to my email at tomas@casino.guru? I'll await your reply.

Dear Phatty,

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.

Hello,

Unfortunately I can't, because apart from the cancellation there wasn't a big conversation...

Hallo,

kann ich leider nicht, weil es bis auf die Absage keine große Konversation gab...

That is fine, Phatty, thank you for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Phatty,

I'm Michal and I have taken over your complaint. I have reviewed your case and I am afraid I will not be much of a help in this case as opening multiple accounts is not permitted in almost every casino. I can understand that you might not realize this, and it was purely unintentional, however, to open multiple accounts is in breach of the casino T&Cs as mentioned here:

I will contact the casino if there is anything that can be done here.

We would like to invite Slotman Casino to join the conversation.

Dear Slotman Casino,

Is there anything that can be done in this situation? If the "old" account was not used for a longer time and the new account was the only active account the winnings should have been gained fairly so the player should be allowed to withdraw their winnings, is this something that can be accepted by you?

Hello,

Our relevant department has decided to deduct all of the player's winnings due to the use of a duplicate. This decision was made within the rules of the casino.

The main account of the player was active just a short time ago, so we do not accept this complaint and ask you to close it. 

Regards,

Support Slotman

Thank you for the response, Slotman Casino.

Can you please forward me the evidence of the multiple accounts at michal.k@casino.guru

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’ which may negatively affect its rating.

Hello,

We have provided the evidence to the Casino Guru team showing the customer's duplicate accounts.

As a sign of good will we have returned the customer's deposit deposit back to his account.

Regards,

Slotman Support

Thank you for the response, and the provided evidence Slotman Casino.

Dear Phatty,

I have received evidence of the multiple accounts and as I mentioned previously opening multiple accounts is not permitted in almost every casino. I can understand that you might not realize this, and it might be purely unintentional, however, to open multiple accounts is in breach of the casino T&Cs.

We appreciate the casino's fair approach in returning your initial deposit as such a gesture is not mandatory and many casinos are not willing to do this.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal