Complaint regarding SE - Slots.io

[ClimaxNL]

Hi everybody,

Just before I start I would like to mention that I have felt developing an addiction in the time that I have been playing slots and that overall I have being SE'd in (almost) all casinos possible on the internet. There was only 1 site that was left and is still left as they fail to comply or ignore the fact that I am telling that I am gambling addict and re-open my account after 24 hours of cool-off.

As the situation started couple of days ago, I have been going to the live chat and stating there that I would like to have my account permanently self-excluded because of the addiction I have been developing in the current time. The chat operator ignored that request and forwarded me to send an e-mail to the compliance-team in order to get this fixed. After a couple of times asking over and over again to have it closed, I decided to do it anyway. in the e-mail I have stated that I want to have my account closed down because I'm addicted. I was so pissed off of not doing this on the site or through the chat operator. After a couple of minutes I received an e-mail that my account has been placed in an cool-off as this was the first step of the self-exclusion compliance that they follow. Sure enough, I thought that the journey was over. 

After 24 hours, they sent me an e-mail to make a choice what I would like to do, and I was like is this even real? So I asked to my account be re-opened and not even 4 minutes later after I have sent, my account was unlocked and ready to get blown off. 

After a couple of days, I have gone again to the chat and asked where I could file a complaint why my account is not being permanently closed as I stated that I am gambling addicted and they should comply with it if i ask for it. The chat operator was starting to act weird and suddenly they closed my account. (I thought finally). After 24 hours I received again an e-mail what kind of choice I would like to make and yet I asked to re-open it immediately and yet so they did. 

I feel so terrible and feel so frustrated as this is being an continuous process where it feels like unable to close down my account permanently after stating so many times that I am gambling addict and that I want to have my account closed down permanently. 

Overall I really like their website and payments are instant (deposit & withdrawal) and there is no hussle, but it seems like that is the only thing they care about and let players just deposit while not giving a damn fly about the responsible gambling part.

How hard can it be to follow a customers request of having a permanent self-exclusion when it is about gambling addiction. 

Is there somebody on CG that could help me with this? I have already sent a complaint to EMTA also.

It is time to start healing from the addiction and get my life back on the road, stupid lockdown.

 

[Hoops9]

Hi,

Firstly, well done for recognising that gambling has become a problem and reach out as much as possible to anyone that is close to you about it (its surprising how many friends and family will be supportive if you are wanting to change)

Secondly you havent mentioned the casino in question, but they have an obligation to close you have requested it - is this casino a fully licensed casino? Just the way you are saying they have acted seems to be along the lines of a casino that isnt fully licensed.

If they are fully licensed I would speak to a manager straight away and demand the account is closed permanently and that you wish to be taking off all mailing lists ans not be contact at any time.

Feel free to message me privately if you need any help regarding this or maybe send me some copies of the chat/emails and il do my best to help out.

Right now you have done the hardest part by identifying there is an issue, now you need all the support you can get - there is plenty here on offer.. but also I would recommened speaking to family and friends and until you have got the situation under control give your bank card and online banking log ins to someone you trust so that you cant be tempted as well.

Keep going and any support I can help with please please please shout.

Much love

#ReelDosser

 

[ClimaxNL]

Hi,

Firstly, well done for recognising that gambling has become a problem and reach out as much as possible to anyone that is close to you about it (its surprising how many friends and family will be supportive if you are wanting to change)

Secondly you havent mentioned the casino in question, but they have an obligation to close you have requested it - is this casino a fully licensed casino? Just the way you are saying they have acted seems to be along the lines of a casino that isnt fully licensed.

If they are fully licensed I would speak to a manager straight away and demand the account is closed permanently and that you wish to be taking off all mailing lists ans not be contact at any time.

Feel free to message me privately if you need any help regarding this or maybe send me some copies of the chat/emails and il do my best to help out.

Right now you have done the hardest part by identifying there is an issue, now you need all the support you can get - there is plenty here on offer.. but also I would recommened speaking to family and friends and until you have got the situation under control give your bank card and online banking log ins to someone you trust so that you cant be tempted as well.

Keep going and any support I can help with please please please shout.

Much love

#ReelDosser

Thanks for the straight words buddy.

It is mostly that my work forced me to work from home and the lockdown that I have been going to a deep bite of the gambling adventure and that it has been ruining my lately from everything. That is why I started to feel addicted and needed to halt on this before it really gets out of the hand. Fortunately I did not gamble all my money up, but as we speak I still could make deposits and blow up everything I have but I am trying to stay strong. It is a lesson that this is not been made for me and I should this should be the 'career of gambling' for me haha.

Unfortunately I don't have the logs available of the chat. But I do have the e-mail that has been sent to compliance-team of Slots.io regarding this. I have been spending days actually to find a casino that would actually let me register as I said that all of the MGA-casinos I have been permanently SE'd. Curacao-casinos is something that I do not burn my hands on and this website I actually found out through CG and most likely the casino itself if a pretty good one but it seems they have lack on RG and let players just burn the money after stating about gambling addiction and permanent account-closure.

To be fair and square, I will contact my doctor about my situation. I will get back stronger then I am right now.

About the licensing, it seems that the casino is only licensed in Estonia under the Tax and Office-administration. I have read their Gambling Regulation and seems like the Operator is ensured to comply with the players need but it does not state exactly the lines about self-exclusions etc.

 

[Hoops9]

I dont think your the only one to suffer with these sort of struggles because of lockdown..  it's an escape but can easily get out of control!.

I believe that you will beat this! However I would ring that casino and speak to someone and demand the account is closed fully and never opens your account again!

I dont no how the regulations work in Estonia so hopefully there is someone with  better knowledge that can help and advise you more!

But you've got this!! Stay strong buddy!!!

 

[ClimaxNL]

I dont think your the only one to suffer with these sort of struggles because of lockdown..  it's an escape but can easily get out of control!.

I believe that you will beat this! However I would ring that casino and speak to someone and demand the account is closed fully and never opens your account again!

I dont no how the regulations work in Estonia so hopefully there is someone with  better knowledge that can help and advise you more!

But you've got this!! Stay strong buddy!!!

Yeah, it is a spinal at the moment for all of us, but hopefully there will be an end in this story.

As to be on-topic, I have spit back my mailcontact with Slots.io where I also requested 'Can you set a deposit limit of 200 euro daily?' which was fully ignored also and let me deposit more than 200 euros on a daily base.

To be sure to everyone - It is not possible to set up deposit limit or self-exclusion on the website of Slots.io as you need to make this request per e-mail.

 

[vanHooff]

Hi there,

best of luck with refraining from gambling.

Perhaps you might want to focus on that, instead of trying to fight 1 particular online casino and going to a gambling forum to let other people know.

The slots.io casino (yes that is the Estonian outlet) does have a responsible gaming Chapter on their website, including  part for Self-exclusion:
https://slots.io/help-center/help-terms-and-conditions/responsible-gaming
Indeed the slots.io T&C clearly state that self-exclusions are not accepted through chat, instead only through email.

I can only assume that this procedure is compliant for the Estonian license requirements,
although this procedure is probably not as 'customer-friendly' as some stricter licenses, say according to Danish, Swedish or UK.
Assuming that you are Dutch, with regards to customer protection you are SoL anyway.

Currently 99+% of online gambling from the Netherlands is not regulated/illegal but possible.
Online gambling in the Netherlands will be regulated from April 1st, 2021 - October 1st, 2021.

If you really have a grudge against this particular casino you might want to file a complaint through a form on the Dutch Gambling Commission's website:
https://formulieren.kansspelautoriteit.nl/meld-probleem/Wilt-u-anoniem-een-melding-doen/
This just might trigger that that particular casino is investigated but I wouldn't count on it.

Please tackle your gambling problem.
On top of going to your doctor, you might want to explore other options to help you tackle your problem.
The following website directs to links of a number of help outlets:  http://www.gokverslaving.nl/

Also if you'd like to block gambling from your computers, you might want to look into installing one of the products from 
 https://betblocker.org/ (free) or http://www.gamblock.com/ 

Best of luck.

 

[ClimaxNL]

Hi there,

best of luck with refraining from gambling.

Perhaps you might want to focus on that, instead of trying to fight 1 particular online casino and going to a gambling forum to let other people know.

The slots.io casino (yes that is the Estonian outlet) does have a responsible gaming Chapter on their website, including  part for Self-exclusion:
https://slots.io/help-center/help-terms-and-conditions/responsible-gaming
Indeed the slots.io T&C clearly state that self-exclusions are not accepted through chat, instead only through email.

I can only assume that this procedure is compliant for the Estonian license requirements,
although this procedure is probably not as 'customer-friendly' as some stricter licenses, say according to Danish, Swedish or UK.
Assuming that you are Dutch, with regards to customer protection you are SoL anyway.

Currently 99+% of online gambling from the Netherlands is not regulated/illegal but possible.
Online gambling in the Netherlands will be regulated from April 1st, 2021 - October 1st, 2021.

If you really have a grudge against this particular casino you might want to file a complaint through a form on the Dutch Gambling Commission's website:
https://formulieren.kansspelautoriteit.nl/meld-probleem/Wilt-u-anoniem-een-melding-doen/
This just might trigger that that particular casino is investigated but I wouldn't count on it.

Please tackle your gambling problem.
On top of going to your doctor, you might want to explore other options to help you tackle your problem.
The following website directs to links of a number of help outlets:  http://www.gokverslaving.nl/

Also if you'd like to block gambling from your computers, you might want to look into installing one of the products from 
 https://betblocker.org/ (free) or http://www.gamblock.com/ 

Best of luck.

Hi VanHooff,

Thank you for your reply.

I do hope you have read my thread about the situation about their lack of the RG and that is what is bothering me the most. Therefore I do want to warn others about the fact that Slots.io does not respect RG-rules as much as other casinos does. That I have one problem, that is one thing, but that the casino in this case is not willingly to respect my requests in either closing my account permanently or to put a deposit limit is another thing.

The Dutch Gambling Authority (KSA) will not take any form of complaints anymore as they are busy with the regulations and will not take any actions in this as this problem does not 'attack' the Dutch market (like offering iDeal or advertising for Dutch citizens). As Estonia is in the European Union, it is also a different kind of license then what Curacao or Malta offers, but still that will not take away that there is actually a strict kind of rules settled for these kind of casinos (as I can read on their website on Tax and Administration-office.

The point is, I have made numerous times clear to Slots.io that I have developed a gambling addiction, this through e-mail and chat, yet can re-open my account, ignoring my deposit limit request and no player protection at all from the casino at all, as their website is mentioning otherwise. As I also said earlier, I do actually like Slots.io as a casino, but their Responsible Gambling-section is more than not-done and brings people more down ignoring the fact that a player mentions gambling addictions problems and actually do let proceed further gambling.

That is why I hope that Kim or someone else will read this to re-consider if Slots.io is worthy for CasinoGrounds to actually continue advertise if they have lack on RG.

 

[gypsycream26]

I thought about doing the same a while back ie : closing my account as i was not winning anything at all especially in Live games , Do i have an addiction ?   i really don't know the answer as i think you are normally the last person to notice this or admit it , but i have found i can watch streams on YT and it gives me more than enough reason to stop for days and sometimes weeks on end , Does watching others mean i am gambling dependant and by just watching others it means i am well and truly hooked , again i do not know the answer.

I was on furlough for 7mths and purely thru boredom i am sure i bet more than i could afford or would normally bet although i did make sure i paid my bills and i never went hungry etc etc , it's a touchy subject for some people as stated before to admitting it is the first step to get help.

I am back at work but still have the odd flutter but i have been having the odd flutter for over 40 yrs , started on horses , greyhounds , then moved onto land based Casino then finally online stuff , I don't get the same buzz as i did years ago and have gradually cut down my activity on all sites , i live on my own and sometimes you need someone with you to pull you away or recognise the signs and to that end i like a small flutter now and again but i am not dependant on it.

I sincerely hope you get all the help out there and well done for admitting your vices.  good luck pal     

 

[ClimaxNL]

The gambling aware thing is a farce, and you've discovered that on live hand. Casino's only interest is you and others, playing.

Unfortunately, as it looks like right now, it feels like that way.. 

I thought about doing the same a while back ie : closing my account as i was not winning anything at all especially in Live games , Do i have an addiction ?   i really don't know the answer as i think you are normally the last person to notice this or admit it , but i have found i can watch streams on YT and it gives me more than enough reason to stop for days and sometimes weeks on end , Does watching others mean i am gambling dependant and by just watching others it means i am well and truly hooked , again i do not know the answer.

I was on furlough for 7mths and purely thru boredom i am sure i bet more than i could afford or would normally bet although i did make sure i paid my bills and i never went hungry etc etc , it's a touchy subject for some people as stated before to admitting it is the first step to get help.

I am back at work but still have the odd flutter but i have been having the odd flutter for over 40 yrs , started on horses , greyhounds , then moved onto land based Casino then finally online stuff , I don't get the same buzz as i did years ago and have gradually cut down my activity on all sites , i live on my own and sometimes you need someone with you to pull you away or recognise the signs and to that end i like a small flutter now and again but i am not dependant on it.

I sincerely hope you get all the help out there and well done for admitting your vices.  good luck pal     

Thanks for the words and indeed it actually is helping me a lot at the moment.

 

[ClimaxNL]

Just to have double-checked my account on Slots.io it seems still to be open. They seem to have 0% respect to players request

 

[ClimaxNL]

Little update: It does seem that they have closed down my account, whether this action came from CG or EMTA. Thanks to both.

Slots.io ignoring further contact and regarding the refund of the funds 'after' the acknowledge. Seems to be like a ride. Still did not touch any gamblingsites, neither do I have anymore the feel on it at the moment.

 

[vanHooff]

Do I have some good news for you in my mailbox:
 

We are informing you today that from March 18th, 2021 we will no longer accept customers from the Netherlands, and we are introducing Dutch IP blocking. Thus, your Slots.io player account will no longer be accessible starting from March 18th, 2021.

You can withdraw any outstanding real money balance from your player account until March 17th, 2021.

For any further real money balance withdrawals, please contact our customer support using the same email address you registered with at Slots.io.

Our customer support is on hand 24/7 to answer any additional questions you might have.

Kind regards,
Slots.io team

( Dutch market is going to be regulated soon. Other casino that will no longer be available: 32RED. Lots more will follow )