The player from Ireland had his account closed on December 30 after he deposited to take advantage of a bonus offer. Despite multiple emails requesting an update and a refund of his deposit, he did not receive any response from the casino. The Complaints Team attempted to assist by reaching out to the casino for clarification on the account closure and to facilitate the player's request for his deposit. However, due to a lack of response from the player to the team's inquiries, the complaint was ultimately rejected.
Igraču iz Irske je 30. decembra zatvoren račun nakon što je uplatio depozit kako bi iskoristio bonus ponudu. Uprkos više mejlova u kojima se traži ažuriranje i povraćaj njegovog depozita, nije dobio nikakav odgovor od kazina. Tim za žalbe je pokušao da pomogne tako što je kontaktirao kazino za pojašnjenje o zatvaranju računa i da olakša zahtev igrača za njegov depozit. Međutim, zbog nedostatka odgovora igrača na upite tima, žalba je na kraju odbijena.
Zdravo
Tokom decembra meseca, primetio sam da kazino GetSlots radi božićni kalendar. Odlučio sam da deponujem 30. decembra pošto su tog dana nudili bonus od 75% do 200 evra.
Nekoliko sati kasnije dok sam kladio bonus, izbačen sam sa svog naloga i dobio sam e-poruku da je moj nalog zatvoren 
Zatim sam im poslao e-poštu 31. decembra, 5. januara i 7. januara tražeći ažuriranje i vraćanje depozita, ali bivam ignorisan.
Nije me baš briga za račun ako se tako ponašaju prema klijentu, ali se nadam da će barem moći da ispoštuju moj depozit i da ga vrate na moj način plaćanja.
Hello
During the month of December, I noticed that the casino GetSlots were doing a Christmas calendar. I decided to deposit on the 30th December as that day they were offer a 75% bonus up to €200.
A couple hours later while wagering the bonus, I was kicked out my account and received an email saying my account had been closed
I have then emailed them on the 31st Dec, 5th Jan and 7th Jan asking for an update and deposit back but I am getting ignored.
I don't really care for the account if that is how they are treating a customer but I hope they can at least honour my deposit and refund it back to my payment method.
Poštovani adamdv92,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za problem koji imate. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Možete li da navedete koliko ste novca deponovali 30. decembra?
Koliko je bilo stanje na vašem računu kada je kazino odlučio da ga zatvori?
Da li ste izgubili pristup nalogu tokom igranja igre ili tek nakon što ste prestali da igrate?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear adamdv92,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify how much money you deposited on 30 December?
What was the balance in your account when the casino decided to close it?
Were you locked out of your account during your gameplay or only after you stopped playing?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Zdravo.
Deponovao sam 266 evra.
Ne bih mogao da vam kažem tačno o druga dva pitanja, ali gledam svoje imejlove. Deponovao sam oko 13:07, a onda sam dobio e-poštu da je moj račun zatvoren u 15:29
Pustio sam da se kladi sa funkcijom automatskog okretanja slota dok sam radio druge stvari tako da nikada nisam video šta se dogodilo u realnom vremenu. Ne znam koliko sam osvojio ili izgubio ili da li je bilo usred vrtenja ili nakon što se završilo.
Hello.
It was €266 I had deposited.
I wouldn't be able to tell you exactly about the other two questions, but looking at my emails. I deposited around 1:07pm and then I got the email about my account being closed at 3:29pm
I was letting it wager with the slot's auto spin feature while I did other things so I never saw what happened in real time. Don't know how much I'd won or lost or if it was in the middle of spinning or after it had finished.
Da li ste dobili dodatne informacije o razlozima blokiranja vašeg kazino naloga? Na snimku ekrana koji ste dali, kazino pominje da ih možete kontaktirati putem ćaskanja ili e-pošte za više detalja. Da li ste kontaktirali njihovu korisničku podršku nakon što ste primili ovu poruku? Ako jeste, da li ste dobili bilo kakav odgovor od njih?
Molimo vas da mi svu relevantnu komunikaciju prosledite na veronika.f@casino.guru da pomogne u istrazi vašeg slučaja.
Hvala vam na strpljenju i saradnji.
Have you received any additional information regarding the reasons for your casino account being blocked? In the screenshot you provided, the casino mentions that you can contact them via chat or email for more details. Did you reach out to their customer support after receiving this message? If so, have you received any reply from them?
Please forward all relevant communication to me at veronika.f@casino.guru to assist with the investigation of your case.
Thank you for your patience and cooperation.
Zdravo Veronika
Uspeo sam da stupim u kontakt sa Getslots putem e-pošte tako da samo čekam njihovo objašnjenje.
Hi Veronika
I have managed to get into contact with Getslots via email so I am just waiting on an explanation from them.
Hvala vam što ste me obavestili. Da li je u međuvremenu bilo napretka? Ako i dalje imate poteškoća, prosledite mi imejlove između vas i kazina koji bi mogli biti relevantni za našu istragu na veronika.f@casino.guru .
Thank you for letting me know. Has there been any progress in the meantime? If you're still experiencing difficulties, please forward me the emails between you and the casino that could be relevant to our investigation at veronika.f@casino.guru.
Dear adamdv92,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Poslao sam im još jedan e-mail 5. februara i dan kasnije su mi odgovorili sa identifikacionim dokumentom za eskalaciju, ali ništa od tada.
I sent them another email on the 5th February and a day later they replied with a escalation ticket ID but nothing since.
Hvala vam puno, adamdv92, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu kolegi Petru ( peter.c@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, adamdv92, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
zdravo tamo,
Hvala vam adamdv92 što ste nam pružili sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih želeo da zamolim GetSlots Casino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo zašto je račun igrača blokiran i šta možemo da uradimo da pomognemo igraču da dobije svoj depozit.
Hvala vam!
Hello there,
Thank you adamdv92 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask GetSlots Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their deposit.
Thank you!
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
Naravno, mogu to da sredim i pošaljem ti čim budem mogao.
Sure, I can sort that out and send that over to you as soon as I can.
Dear adamdv92,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
