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Slottica - Closure of the account

Ruling

Resolved - Both the submitting complainant and Slottica Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Slottica Casino Review.

Player's Complaint

Hello,

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.

Thank you

Read the casino review

12 Responses

User icon
ThePOGG
April 2, 2019

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:

- Slottica

- 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).

Thanks,

ThePOGG

User icon
Puffcio
April 2, 2019

Hello,

Yes i do give you all required premission.

I have alos forwarded all email/chat converations. I have few phone calls from the on my voicemail but have no way of sending these to you.

Thank you for looking at this.

Regards

User icon
Puffcio
April 10, 2019

Hello,

Did you manage to get any response from them?

Regards

User icon
Puffcio
April 27, 2019

Hello,

I have been contacted by Slottica, they have informed me that they are willing to refund all deposited money, which is fantastic news. However there comes another issue. They have informed me that they can only send money to the card that deposit has been made from. Unfortunately this card has been damaged and replaced by bank which i have explained to them. They have asked me to provide account closure statement and passport. As this is not a credit card i am unable to provide an closure statement as the account was never closed, only new debit card issued. They have refused to transfer money sing new debit card details unless i provide a document which confirms that the card has been destroyed. My bank will not issue anything like this. I am not sure what to do next.

User icon
ThePOGG
May 7, 2019

Hi Puffico,

What bank are you with?

Thanks,

ThePOGG

User icon
Puffcio
May 8, 2019

Hello,

I am with Natwest

User icon
Puffcio
May 14, 2019

Hello, I have forwarded toyour email further conversation with Manager from Slottica. As you can see they have confirmed that they are refunding my deposit however requesting some documents to prove that my old bank card has been cancelled and replaced by new one. I have contacted Natwest where i have my account and they have confirmed that they are unable to provide statement of closure as this is current account not a credit one. Also my bank branch have issued a document which confirms all my bank card that i have ever received, thei current status (Lost, Cancelled, Active). This documents also confirms my Name, Surname, Bank Details, Account Number, Sort Code, Branch where the document has been issued and is also stamped with a date. Unfortunately Manager of Slottica claims that this document is not legitimate and its not being accepted. She is also saying that she is waiting for other document however she does not reply to message what other documents they are willing to accept. I have attached document issued by my bank to this email for your convenience As you can see i have done everything that i possibly could however Slottica still does not want to accept my new bank card details even that they have confirmed that they are going to refund my money. I am lost at this point as i dont know what else they want. Thank you for all your help in this matter. Regards, [EDIT]

User icon
ThePOGG
May 17, 2019

Hi Puffcio, Last weekend I took some time and visited my local NatWest branch. I spoke with the branch manager there who has confirmed there is no standard document of this nature. However, they have offered to provide a solution. You need to go into your local branch and explain to them that the branch manager in Edinburgh has offered to write a certified letter on your behalf confirming that you are the owner of both the old and new cards. If your own branch are not happy to do this, please ask them to contact [EDIT] at [EDIT] and he will arrange to do this for you once your own branch has confirmed your identity. Please do this asap and revert to me once you have. Thanks, ThePOGG

User icon
Puffcio
May 24, 2019

Hello,

Thank you for above, i have booked an appointment with my bank on 3 june 2019.

Also in the mean time i have contacted visa department who has confirmed that orginal card still can be used to make a refund even that this has been cancelled with the bank.

I have informed slottica manager about this fact however they are still claiming that i need to provide Official Closure of the card.

I dont really underatand why would they still need this when orginal card still can be used by them.

Regards

User icon
ThePOGG
June 14, 2019

Hi Puffcio,

My understanding is that a 50% refund has been sent to the original payment card. Could you please confirm when you receive this?

Thanks,

ThePOGG

User icon
Puffcio
June 14, 2019

Hello,

I can confirm that i have received 380 euro. Thank you for your help.

Regards

User icon
ThePOGG
June 19, 2019

Hi Puffcio,

Thanks for confirming you've received your funds.

ThePOGG

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Agreement

Puffcio consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 1 Ace Club
  • Curacao eGaming

April 2, 2019

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