Kein Spielerschutz vorhanden und manipulierte Software. Ich habe mit dem Support kontakt aufgenommen weil ich meine Auszahlung sperren wollte bzw. mein Konto bis die Auszahlung gemacht wurde.

Die Antwort:

Dear Enis,

Thank you for your email.

Sorry but we can no longer close account with pending payout. 

Yours truly,

SlotJoint Support

Meine Frage:

 Message: I would like to block my account for 2 weeks so that I cannot gamble away my winnings. My account should still be accessible so that I can upload documents if necessary. I wanted to withdraw 1250, now it is only 600 because I have booked the withdrawal back. I ask you to block my account immediately until my payment has been made. But as I said, I still want to be able to log in.

Dear Pascal46,

Thank you for contacting us. Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found this:

"8. CLOSING AND TERMINATION OF YOUR PLAYER ACCOUNT

8.1. You have the right to close Your Player Account at any time by contacting customer support or through Your Player Account. Upon closing Your Player Account We will refund You any balance in Your Player Account. Closure of Your Player Account will effectively end the relationship between You and SlotJoint as stipulated in these Terms and Conditions. When You close Your Player Account You must disclose the reason for closing Your Player Account. If You do not disclose the reason for closing Your Player Account then it will be assumed that Your reason is not related to a gambling problem."

There are two options when it comes to closing the account:

Close the account or self-exclusion

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agree not to open this account or if yes only under particular circumstances. (After cooling off period and this cannot be done for players whos are addicted/with gambling problem).

Personally, I would recommend sending an email to [email protected]. Do not forget to state the reason for closing clearly, especially if you wish to self-exclude. If you ask only for closing the account, it can take a few days.

Regarding your pending withdrawal, I would like to know if your account has been verified, as this might cause the delay in processing your withdrawal.

Please, let me know if you need any assistance and keep me updated.  

Thank you in advance for your reply.

Best regards,

Kristina

I have clearly described that I want to close my account because there is a risk that I will lose everything. Unfortunately they did not react to it and I therefore lost 1200 dollars what I wanted to pay out .. what can I do now?

Ich habe klar geschildert das ich mein Konto schliessen will da bei mir dir Gefahr besteht das ich alles verliere. Die haben darauf leider nicht reagiert und ich habe deswegen 1200 dollar was ich auszahlen wollte verloren.. was kann ich jetzt tun?

Pascal46, I went through your case again. Unfortunately, in this situation the casino proceeded correctly.

Imagine having a bank account with pending payment. The bank wouldn't close your account if the payment was still pending.

You didn't ask for self-exclusion, but to block your account until you receive your withdrawal, which, sadly, wasn't possible.

If you feel like you have problems with waiting for your withdrawal and you feel that you are strongly tempted to cancel it to play more (which may later result in serious gambling problem), please reconsider self-exclusion option, therapy or give yourself some time off from gambling.

Unfortunately, after gathering all the necessary information we are rejecting 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.