This casino has a lot of sister sites all of which I have made an account, gambled and then asked them to exclude me for three years (I’m already on GAMstop I have issues gambling) the sister sites I’ve already excluded from are golden panda, betiro, instant casino, betiro, incognito casino, lucky pays and a couple more.

I firstly clicked on the link to self exclude a little bit before the dates my complaint is about but after looking at my sent email box when sending a email to request self exclusion the email instead went to ‘[email protected]’ I have no idea why but I won’t include this as asking for a exclusion.

i carried on playing and realised I should be excluded and it was causing me issues gambling again so I looked at my sent box and realised i hadn’t sent it to the ‘[email protected]’ email address so I sent a email to them on that address requesting I be excluded for three years.

This Is the same email I sent to all the sister sites and managed to get a swift exclusion.

however my account is still active to this day, I have screenshots of asking live support and sending my new email both on the 25th March. The live chat told me I had to do it by email, so to try and speed up the process I forwarded the message to them another two times on the 26th March.

I have still not been banned and have continued to gamble a lot since. I’m requesting a refund of €1,614

i have screenshots of all my transactions with them and have deducted the times I have made a withdrawal which I also have screenshots of and the amount even including the withdrawals I have made still leaves me €1,614 out of pocket

Dear Nhudson82,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotIt Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information with my email at [email protected]
• Could you please advise when the last time the casino allowed you to deposit?
• Have you informed the casino at any point about your gambling issues?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time a permanent self-exclusion, and include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SlotIt Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

My account is currently still open.

i didn’t realize that I should first request a refund from them, do I just do this by email?

the last time I deposited was last night, multiple times

the email did have a ‘subject’ of self exclusion

Should I email them asking for a refund? Do you have a template for this?

I have emailed you the email I sent them asking for a refund

Thanks for your reply.

• We don't have a template for asking for a refund. I apologize.
• Has the casino followed up with your request for a refund, and has the casino closed your account since your last post?

My account is still open, the casino hasn’t replied and I have sent the email to them three times now.

Finally my account has now been closed.

I have sent the complaint to the customer support daily but still Havnt received any sort of reply from them.

Thanks for the update.

Please understand that we may ask the casino for a refund of lost funds if you inform the casino about suffering from gambling problems and the casino fails to protect you as a result.

I understand it's difficult to know what to say and how to act to be protected, however, those are our criteria for extending help in this manner. Based on the information thus far, there is no ground for us to take further action. I hope similar issues will avoid you in the future.

Since we can't assist you further, the complaint will be closed. Please do not hesitate to contact us if you run into issues with any online casino in the future.