SlotV Casino - Selhání sebevyloučení.

The Slot V casino 3 times failed to close my account and 4th time they failed to self exclude me, trying to convince me to stay and play. They have put request now but nothing is happening, i can still use my account. 

Dear Dominik,

Thank you very much for submitting your complaint. This must be very frustrating for you. I will try my best to help you. 

I would like to know how you asked the casino to close your account (email, live chat). Could you please forward your communication with the casino to me? Did you receive any answer or statement back?

Thank you in advance for your reply.

Best regards,

Kristina

Hi, the account was finally closed and i was self excluded but i had to talk to them over the phone. I was talking to lady for about 30 minutes and she still was trying to convince me to stay but i finally got what i wanted. Very bad experience with the casino, wouldnt recommend but the case can be closed now. Thank you

Hello Dominik,

thank you for a quick reply. I am very glad that your problem was finally resolved. 

I would be very thankful, if you post here some screen shots or some other evidence, where it is clearly visible, that the casino was trying to convince you to continue playing. 

This is something we consider highly unfair, especially when the casino has good rating on our website.

Kristina

Hi, before when i was talking to chat support when they were trying to convince me to stay i didnt do any screenshots because i forgot, i was frustrated. After they were trying through the phone but i didnt record it. I wrote email trying to get chat transcript from that day but they didnt want to give it to me, after that they said its not even possible to get chat transcript but i've read terms and conditions and it states that they keep communication between the casino and player. Im attaching all the screenshots from latest converaations. I will let you know if anything else moves. Thanks 

Dear user, unfortunately, in this case our support has made a mistake. 

You are registered under the jurisdiction of Curaçao and have not said that you have problems with the game, the manager did not block you at the first request. Now your account has been blocked, but we are ready to make a concession and return the money you lost since the first request to block.

We apologize for the delay in blocking. Additional work will be carried out with the manager who made a mistake.

Hi, i'm happy to hear that you will take consequences against that manager because it is unfair. The money i've lost frome asking first time to close the account until closure is 200euros, i have mail with deposit confirmations but i dont have mails with closure confirmation because it was never sent to me, only support chat said to me that i will be contacted about closing account and it will proceed in 48 hours. Only last email was sent to me, i hope you can double check that and confirm. Thanks

Hello, Dominic!
A refund of €215 has been made to your account on 20.12.
Your account has also been blocked.
Once again, we apologize for this situation!

Hello Dominik,

I would like to know, if you received a refund of €215. Please let me know, so we can close this complaint accordingly.

Hi, i have recieved money, thank you. Complaint can be closed

Thank you so much for the information. I am glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

I hope you won’t come across a problem like this again.