Slottica - Closure of the account
Resolved - Both the submitting complainant and Slottica Casino have informed us that this issue has been resolved and the player has received their funds.
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After loosing almost 625 euros on line casino i have decided to close the account on https://slottica1.com. I do have gambling problems therefore i knew i will continue to play unless the account on this website is closed.
On 23rd March 2019 i have send an email to customer support explaining that i would like my account to be closed and self excluded.
After few hours i have received an answer from Customer Support - The answer was: "Hello, come to online chat about that please." At this point i have replied to this email explaining that i do not wish to talk to anyone and i am still requesting my account to be closed. From that point i did not receive a reply from them.
As the account was still open unfortunately i have continued to play this evening resulting on loosing another 740 euro.
I do understand that its mostly my fault that i have continued to play however if my request was processed instead of asking my to come to online chat this would not happen.
On 25th March i have send another email to customer support asking for an update on my case - unfortunately no reply from them.
on 27th March 2019 i have received an email from "Manager" congratulating me in winning their lottery. I have been explained that everyone making the deposit in their casino automatically takes part in their lottery. I have been informed that i have won an iPod Touch. I have been given a choice of either collecting the product or value of iPod transferred as a credit in the casino.
I have chosen to received an iPod Touch as i did not want to play again. When i have informed manager about my choice i have been told that collecting the price would not be possible as they are only delivering the prize to London and my only choice would be to take a credit in the casino.
When this was transferred i have played to use this credit. At this point i did not make anymore deposit and contacted online operator asking again for this to be blocked.
The operator was not helpful at all, asking why i want to close the account. After explaining everything to the operator i have been asked if i would like to speak wth the manager. When i have refused i have been informed that they have requested account to be closed and this will be done shortly.
On Friday 29th March i have again checked with the account was blocked - unfortunately this was still active. I have contacted an operator and gone over the same questions again. After explaining that i have gambling issue i have been asked if i wish to speak with manager. When i have refused operator has asked me why i cannot take few days break from playing instead of closing the account. I have responded that it is an addiction and cannot control this. Operator did not understand this at all.
Later on i have received an email from Manager asking me what is wrong and why i want to close the account. I did not respond to that.
Today 31st March 2019 i have gone again to check if account is blocked and againg this was not processed. Unfortunately this time i have made another deposit of 60 euros which i have lost.
Straight away i have contacted online operator asking why my request was not processed. Operator asked me to stay on the line for 10min so she can check the case. Within this time i have received another email from the manager with exactly the same content as on Friday.
After about 20min operator has informed that this will be processed soon. However no explanation or date when this would be done.
As you can see i am doing everything to close the account with them however their staff making in impossible doing everything not to close the account.
Ideally i would need some help with closing the account and refunded 50% of money which was deposited t their website since the first account closure request.
I hope you could help me with this case as i am not sure what i can do now.
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Hi puffcio - welcome to ThePOGG.com!
Firstly I need you to confirm that you are giving permission for us to share your details with the following organisations and that you are giving these organisations the same permission to share your information with us:
- Atlantic Management B.V.
- Curacao Interactive Licensing
Secondly as a UK citizen you should only be playing with operators that hold a UKGC license. Slottica do not hold a UKGC license and as such are breaking UK law by accepting your custom.
Operators that do not hold a UKGC license are subject to significantly less robust requirements in terms of protecting vulnerable players. While we will look to discuss this issue with the operator it is unlikely to produce any positive results in this type of situation. Could you please forward on any communications you have record of with the operator where you asked to self-exclude/close your account to [email protected]?
Finally, can I direct you to our free Responsible Gambling app, BetBlocker? If you install this on your device it will restrict you from accessing over 5.5k gambling sites (including Slottica).