Hi, everyone,

In August of this year I was playing at a casino belonging to the Gammix group (Blu Vegas).

After I lost a lot of money in the "intoxication", I had myself blocked at the casino with the exclusion type "gambling addiction". When I asked for a ban, I asked to be banned from all casinos in the group and not allowed to play.

The lock worked too. As requested, I was no longer able to register in other casinos in the group.

Since I have a gambling problem, as mentioned above, I looked for a casino again and went to the GoSlot! Casino encountered.

This also belongs to the Gammix group. In this casino I was able to register and also play.

After depositing € 650, I won and wanted to make a withdrawal. For this I had to go through the KYC process. It then became apparent that I had already asked for a group-wide exclusion in another casino in the group and the account was closed.

The finance team offered me a refund for my deposits four weeks ago. I agreed to that.

Then nothing more happened. In the chat I am always told that my request will be passed on and case numbers will be thrown around wildly ...

Hallo zusammen,

Im August dieses Jahr habe ich bei einem Casino der Gammix Gruppe (Blu Vegas) gespielt.

Nachdem ich im "Rausch" viel Geld verloren habe, habe ich mich bei dem Casino mit der Ausschlussart "Spielsucht" sperren lassen. Bei der Sperranfrage habe ich darum gebeten mich in allen Casinos der Gruppe zu Sperren und mich nicht spielen zu lassen.

Die Sperre hat auch funktioniert. In anderen Casinos der Gruppe konnte ich mich wie gewünscht nicht mehr registrieren.

Da ich wie oben bereits erw?hnt ein Spielproblem habe, habe ich wieder nach einem Casino gesucht und bin darauf hin auf das GoSlot! Casino gesto?en.

Dies geh?rt ebenfalls zur Gammix Gruppe. In diesem Casino konnte ich mich anmelden und auch spielen.

Nach dem ich 650€ eingezahlt habe, habe ich Gewonnen und wollte eine Auszahlung t?tigen. Dafür musste ich den KYC Prozess durchlaufen. Dabei ist dann aufgefallen, dass ich bereits in einem anderen Casino der Gruppe um einen Gruppen weiten Ausschluss gebeten habe und das Konto wurde geschlossen.

Vom Finanzteam wurde mir vor vier Wochen eine Rückerstattung der Einzahlungen angeboten. Dem habe ich zugestimmt.

Anschlie?end ist nichts mehr passiert. Im Chat wird mir immer gesagt, mein Anliegen wird weitergeleitet und es wird wild mit Fallnummern um sich geworfen...

Dear Joshua,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you no longer have access to your GoSlot! Casino account?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is [email protected].

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

Best regards,

Kristina

I sent the communication to the email.

Ich habe die Kommunikation an die E-Mail gesendet.

Thank you very much for your email and reply, Joshua. Would you be so kind and also forward me your self-exclusion request from BluVegas Casino?

Since I no longer have the original application, I asked again in the chat today.

I sent a mail with the chat.

da ich den Ursprungsantrag nicht mehr habe, habe ich heute noch einmal im Chat nachgefragt. 

Ich habe eine Mail mit dem Chat gesendet.

Could you please confirm you used the same personal details (name, home address, email address, phone number, etc.) to register at GoSlot! Casino as in BluVegas Casino?

I used the same data. I was forwarded to the data protection officer for information.

According to the chat, he now has 30 days to process my request.

Does the request bring anything? The time for the complaint has long expired.

Ich habe die gleichen Daten genutzt. Für eine Auskunft wurde ich an den Datenschutzbeauftragten weitergeleitet.

Dieser hat laut Chat nun 30 Tage Zeit meine Anfrage zu bearbeiten.

Bringt die Anfrage etwas? Die Zeit der Beschwerde ist ja dann bereits lange abgelaufen.

Thank you very much Joshua for your cooperation so far. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Joshua.

Thank you very much for sharing your negative experience with the Casino Guru team. We are now going to reach the casino team.

A very good morning to you Joshua, and to you Casino Guru team.

Thank you for notifying me of the above issue, I am sorry to hear that you have been able to play whilst under an exclusion.

I am going to look into this case straight away for you, @casinoguru, would you please be as kind to send me the player ID for our back office to help speed up the process to the usual address? Many thanks in advance.

I look forward to getting this resolved for you, thanks again for your time.

Warm regards,

George

Joshua, please, could you specify your ID/login/username? Be aware that it will be marked as sensitive (invisible to the public).

It looks like the casino found my account with no username.

I received an email today, according to which I should verify myself.

The documents are uploaded there. I should hear something new in 48 hours (at the latest).

Es sieht so aus, als ob das Casino meinen Account ohne Benutzernamen gefunden hat.

ich habe heute eine Mail bekommen, laut der ich mich verifizieren soll.

Die Dokumente sind dort hochgeladen. In (sp?testens) 48 Stunden soll ich etwas Neues h?ren.

Hey Joshua.

Please, is there any new information?

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame, we will reject your 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 a further investigation or suggest possible solutions.