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I am a gambling addict and I'm undergoing treatment, but I opened this account and played with 1000€, especially two days ago. I have been requesting the account closure since August 25th. I have spoken with them, explaining that I have an addiction and a serious problem, yet they have not closed the account despite our conversations and my humble requests. I told them I had anxiety, had lost everything, and needed them to close it because I couldn't stop.

Soy ludópata, estoy en tratamiento pero abrí esta cuenta y jugué 1000€, sobretodo hace dos días, llevo solicitando desde el 25 de agosto el cierre, he hablado con ellos que tengo una adicción y un grave problema y no han cerrado la cuenta a pesar de las conversaciones y pedírselo humildemente que tenía ansiedad, había perdido todo que cerrasen que no podía parar.

Dear Juan2287,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• I found the following support addresses on the casino's website:
• customerassist@24slots.com
• customercare@24slots.com
• Have you contacted the casino via email using both? Have you tried to contact the casino live chat after your request was not fulfilled?
• Have you received any response from the casino whatsoever?
• If there is any response you received from the casino support please forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning,

First of all, I would like to thank you for your kindness and the treatment I have received. I have been asking since August 23 to close my account due to the addiction problem I have. This communication is always via chat and the response I receive is always to send an email to the two addresses you mentioned.

And that is what I did automatically, they have never answered me, and my communications with them have been daily via chat and I asked them please out of human charity, and they only responded by waiting for the emails or sending it again due to the high volume of requests.

They even gave me bonuses to continue playing and as of today, 05/09, my account is still open.

Thank you very much

Buenos días,

Lo primero agradecerte la amabilidad y el trato recibido, le cuento llevo desde el 23 de agosto pidiendo encarecidamente que cierren mi cuenta por el problema de adicción que tengo, está comunicación es siempre vía chat y la respuesta recibida es siempre mandé un correo a las dos direcciones que usted menciona.

Y eso es lo que hacía automáticamente, nunca me han contestado, y mis comunicaciones con ellos han sido diarias por chat y se lo pedía por favor por caridad humana, y solo respondían espere a los correos o mándalo de nuevo por el alto volumen de peticiones.

Incluso me daban bonos para seguir jugando y a día de hoy 05/09 mi cuenta sigue abierta.

Gracias de verdad

Today's conversations

Conversaciones de hoy

Thank you very much, Juan2287, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Juan2287,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 24Slots Casino,

Could you possibly provide additional information regarding the request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Good morning, first of all, thank you for the treatment and the work you do!

Yes, of course you need it and I will gladly give you the information.

I received an email from them on September 5th asking for documents to study the refund (something I don't have much hope for)

And then on September 8th they closed the account due to my addiction.

I attached everything as indicated but I haven't heard anything for 6 days.

Buenos días, lo primero agradecerte el trato y el trabajo que hacéis!

Si claro que necesitas que con gusto daré la información.

Recibí un correo de ellos el día 5 septiembre pidiendo documentos para estudiar el reembolso ( cosa que no tengo muchas esperanzas)

Y luego el día 8 de septiembre que han cerrado la cuenta debido a mi adicción.

Lo adjunté todo como indicaron pero no tengo noticias desde hace 6 días.

Dear Michal,

As outlined in our T&C there is specified timeframe for handling such cases, as well as the fact that the player should submit their official request at the designated for that purpose address (customercare@24slots.com), including reason and desired period for the referred exclusion, during which the player takes sole responsibility for the account activity.

The player has sent their official request for self-exclusion on the 2nd of Sep, and later on the 9th, after passing the standard KYC check, we have granted his wish and excluded the account permanently.

Regards,

24Slots Casino Team

That is a lie, through chat and emails as you can see in the attached document, I requested it on August 25 and there were already several emails that they had

Eso es mentira, mediante chat y correos como pueden ver en el documento que adjunto, lo solicité el 25 de agosto y ya eran varios los correos que tenian

Dear Juan2287,

From the provided evidence, I can confirm the casino's statement that the first email sent to the correct email address (customercare@24slots.com) was on the 2nd of September. If you have any emails that were sent prior to the correct address, please share them with us.

Can you tell me when exactly did you get an answer asking you to pass the KYC procedure, and when exactly did you provide the necessary documents?

Good morning,

First of all, in their chats they told me the address where I should send my request to close my account. If they gave me different email addresses, it is not my fault.

As you can see, on the 25th I requested my withdrawal by using the email address provided in the chat conversations. Otherwise, why would I write there if it doesn't appear on your page?

Regarding the KYC procedure, this is the first news I have that it is necessary to close the account, they ask me for the verification to study my refund as you can see in the attached email.

And as you can see, they are the ones who "play" with their different emails, the last one being received on 09/21 that they are still studying my refund.

I think it's been a month since this issue started and nothing is clear and they haven't resolved the problem. On Saturday I received that they were still studying the issue and I don't understand anything. Please help me solve this.

I simply followed the instructions given in the chat requesting the closure from August 25th, via chat.

Buenos días,

Lo primero ellos en sus chats me indicaban la dirección donde debía mandar que solicito el cierre de cuenta, si me indican correos diferentes no es mi culpa.

Como pueden ver el día 25 solicitó mi baja al correo que me indican en las conversaciones del chat, sino porque voy a escribir allí sino aparece en su página?

En cuanto al procedimiento KYC, es la primera noticia que tengo que es necesario para cerrar la cuenta, ellos me piden la comprobación para estudiar mi reembolso como pueden ver en el correo que adjunto.

Y como pueden ver ellos mismos son los que "juegan" con sus diferentes correos, siendo el último recibido el día 21/09 que siguen estudiando mi reembolso.

Creo que va hacer un mes con este asunto y no hay nada claro ni resuelven el problema, el sábado recibí que seguían estudiando el asunto y no entiendo nada. Ruego me ayuden a solucionar esto

Yo simplemente me ceñi a sus indicaciones dadas en el chat solicitando el cierre desde el día 25 de Agosto, vía chat.

I would like to add that, as they first tell me that the account cannot be closed without a deposit, they encourage you to play no matter what.

And as you can see later, the email they give me to close is support@, not the one they indicate for customer, so it is clear that they play with the email addresses provided when it suits them to request account closures.

Me gustaría añadir como primero me indican que no se puede cerrar la cuenta sin depósito, fomentan que juegues si o si.

Y como se puede ver luego el correo que me dan para cerrar es support@ no como el que indican de customer, entonces queda claro que juegan con las direcciones de email facilitadas cuando les conviene para solicitar los cierres de las cuentas.

I made a mistake when I posted a screenshot, sorry, but in response they asked me for the KFC on September 5th and on the 6th, first thing in the morning, everything was sent.

Me equivoqué al poner una screenshot perdón, a su respuesta me pidieron el kFC el 5 de septiembre y el 6 a primera hora estaba todo enviado.

Good morning,

The procedure for this is every 6 days. Is this answered?

It's been a month since tomorrow and they still haven't answered or solved anything.

Buenos días,

El procedimiento de esto es cada 6 días se contesta?

Llevo un mes hace mañana y siguen sin ellos contestar ni solucionar nada

I want you to see that despite being self-excluded, they continue to send advertising

Quiero que vean que a pesar de estar autoexcluido siguen mandando publicidad

After the time for your response has passed, what happens with this matter?

Pasado el tiempo de respuesta por parte de ustedes que sucede con este asunto?

Dear Juan2287,

Since we've established that the correct self-exclusion request was sent to the casino on the 2nd of September, you were asked to provide the KYC documents on the 5th of September, which you provided the following day. After this, your account was closed on the 9th of September. Although it would be great if the process was faster, we believe that the casino has closed your account in an acceptable time period. The weekend is not counted to this time, of course.

However, the fact that you are receiving advertising messages is definitely not correct. Dear 24Slots Casino, can you explain to us why did the player receive an advertising offer even though he is self-excluded?

And what happens with the money? I see nothing, I will continue with the judicial process, as you can see the closure was requested on August 25th

Y con el dinero que sucede? Veo que nada, seguiré con el proceso judicial, como pueden ver se pidió el 25 de agosto el cierre

Dear Juan2287,

Please note that, with self-exclusion, casinos have policies that need to be followed, meaning sending properly formatted requests to the correct email addresses. If a player does not meet these requirements, the self-exclusion requests are not considered valid. The casinos have specific email addresses for these purposes, so they can efficiently help players with their self-exclusion requests, and these requests are clearly distinguishable from all of the other basic emails that are being delivered to the support email every day. This is further supported by the fact that as soon as you sent your request to the correct email address, you got a reply in a reasonable amount of time, and you were asked to follow the self-exclusion procedure by providing your documents.

The email you keep referring to, from the 25th of August, was not sent to the correct email address, therefore the request is not considered valid.

That's not the case. If they tell me to send an email to the address they indicated in the chat, I send it to that one. What do I say to them? Hey, that's not correct? As you can see, they direct me to another one to close my account.

Eso no es así si ellos me dicen que envié un correo a la dirección que me indican en el chat lo envío a ese, que les digo oye ese no es correcto? Como pueden ver ellos me dirigen a otro para cerrar mi cuenta

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you very much and sorry for the inconvenience caused. I know that you will not respond and I consider it lost, but I know that you do not care that people are having a hard time due to an illness like this. I even receive emails saying that they will give me bonuses if I do not close the account, that it is a fantastic opportunity, they only care about taking advantage and raising as much as possible.

As I said, thank you for the treatment, sorry for the inconvenience and time spent.

Muchas gracias y disculpar las molestias ocasionadas, se que no darán respuesta y lo doy por perdido, pero se que les da igual que la gente lo esté pasando mal por una enfermedad como está, llego a recibir emails diciendo que me dan bonos sino cierro la cuenta, que es una fantástica oportunidad, solo les importa aprovecharse y recaudar lo máximo posible.

Lo dicho gracias por el trato, disculpar las molestias y tiempo invertido

No se dignan ni a contestar

They do not intend to answer or give any solution or admit anything, it is a fraudulent page

No piensan contestar ni dar ninguna solución ni admitir nada, es una página fraudulenta

Dear Michal, 

It is important to once again outline the fact that the account is excluded and will remain so. 

Regarding the bonus offer that the user has referred to, the screenshot shows vague information, and does not refer to any date. Just in case we have made sure that there will be no marketing offers sent to the Player.

With that we believe the matter to be resolved on our end, as all our actions are in accordance to our T&C.

Best regards, 

24Slots Casino Team

Look, it doesn't matter, both you and Realspin work the same for more than 15 days to close accounts, not respond, offer bonuses and if they don't want them, they leave them in case they continue to deposit money, I just hope that people find out what kind of betting house they are and WITHOUT a license and don't play there anymore, I already lost €1000 or more with you and you have no human quality, you take advantage of everything.

Mira da igual, tanto ustedes cómo realspin trabajan igual más de 15 días en cerrar cuentas, no responder, ofrecer bonos y sino los quieren lo dejan por si sigue depositando dinero, solo espero que se entere la gente del tipo de casa de apuestas que son y SIN licencia y no jueguen más allí, yo ya perdí con ustedes 1000€ o más y no tienen calidad humana, se aprovechan de todo

It is resolved because you keep my money and take advantage of people's problems, so it is easy to say it is resolved, but I hope that justice can truly resolve it and above all that no one else plays a cent with you.

Está resuelto porque os quedáis con mi dinero y os aprovecháis de los problemas de la gente, así es fácil decir está resuelto, pero espero que la justicia pueda resolverlo de verdad y sobretodo que nadie más jueguen ni un céntimo con ustedes

And just like Realspin, 20 days after requesting the closure the account is still open, offering bonuses and blackmail to not close it, they do not respect anything nor do they allow self-exclusion.

Y al igual que Realspin, 20 días después de solicitar el cierre la cuenta sigue abierta, ofreciendo bonos y chantajes para no cerrarla, no respetan nada ni dejan autoexcluirse

Dear Juan2287,

As I have mentioned in my previous replies, there are certain procedures that needed to be followed, which did not happen in this case. The correct email address for self-exclusion requests was clearly mentioned in the casino's term and conditions:

"3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from 24slots.com, he/she needs to contact us on the following email address: customercare@24slots.com"

As I have previously mentioned, after sending an email to the correct address, the whole self-exclusion process was completed in a reasonable amount of time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.