Good evening 
 

My name is Fiona Koutas and I am not sure who I have to contact and I am hoping your can direct me in the right direction.

I joined Slotman Casino over 3 weeks ago - deposited around $90 and was playing normally. Then my account was disabled due to self exclusion. I never sent them a request for a self exclusion and said i wanted to continue to play. 
 

On their chat service they said the ban would be lifted if i sent them an email wishing that i wanted to continue to play, which i did and I was told by the chat service on the site my account will be reactivated on the 3rd of April.

I waited to the 3rd and recontacted the chat team and said to them i sent an email to [email protected] also confirming that i want to play. The chat team said the account cannot be reopened. I accepted that decision and asked for a refund as if its the case that i was self excluded, which i wasn't, they took my money knowing i was self excluded. OR if am not self excluded my account should be reopened as i am happy to play at this casino.

I have been promised multiple times that the admin team will contact me and they have never emailed me once. The only people to listen to my issue is the chat service and to give them a lot of credit, especially Ivan - he is great, they listen to me but always tell me to wait for admin team. The admin team keep ignoring me. 3 weeks to either open my account again as i have not self excluded myself or refund me my money - seriously - i have had home loans with complicated situations take far less time than this.

I believe they keep ignoring me hoping will go away, but i wont - just out of principal now. With me being stuck at home with Coronavirus shutting us all down - i have all the time in the world and believe in fighting for my rights, Its $90 - seriously give it back or let me play - they have probably spend more money on staff salary talking to me, instead of actually helping customers who need the help.

I want this resolved - i want to play - if they open my account - all good - no dramas i am happy to play as i believe their casino format is one of the best online. If they want to exclude me- that's fine too - just give me my money back. My preference is to play. But you cannot take my money and suspend my account with my money still in the account.

Again I have excluded myself from other casinos but NOT Slotman. I have all the Chats i have completed with Slotman Casino over the last 3 weeks if clarification is needed. 
 

All I wanted is my account to be re opened but this has turned into a bit of a nightmare issue. But as i said I am not going anywhere and will keep contacting the relevant departments and casino groups to get this sorted. I  am a very patient lady.

Thank you for your time.

Fiona 

Dear Fiona,

Thank you very much for submitting your complaint. I’m very 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 me your last deposit receipt? My email address is [email protected]. I hope we will help you to either receive your deposit or reopen your account as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi

Thank you for your response. The casino have now refunded my money.  Basically as soon as i said that i was contacting you they refunded my money overnight. 3 weeks of back and forth with no response, then I mention Casino Guru, and it's resolved in hours.  Thank. you for being there and keeping casinos honest 

Dear Fiona,

Thank you very much for your kind words. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help, always.