Videoslots Casino Ontario - Igrač traži povraćaj novca nakon kršenja naloga.

I have had an account with them back in 2024 and I self excluded for 5 years and as this casino is licensed by AGCO to protect players from gambling addiction and prevent operator to allow players previously self exclude to gamble.

I than opened an account with same identity and verified same documents to check the operator is responsible to provide safe gambling environment around but they are not actually.

because of the operators negligence I could not control my addiction and cause me $2100 losses and I have been requesting them 35 days ago to provide me an refund or update but they are not responding I’m looking for an serious help here to retrieve my money and protect my self from gambling problem

Hello,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I have send you an personal email as you requested thanks waiting for the next step

Hello,

thank you for your reply and you email.

Could you please forward me the self exclusion request you sent to this casino, please? My email is katarina.d@casino.guru.

Kindly notify me in this thread once the email has been sent.

Looking forward to your reply,

Katarina

Dear player,

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.

Hi there I already sent you an email explaining that the the casino had never sent any email regarding the self exclusion I did by using gambling tools

Hello,

thank you for your email and message.

Have you communicated your gambling struggle with casino support?

Have you tried to request yet another self exclusion?

Do you have any communication regarding your gambling problem saved, and could forward it to my email katarina.d@casino.guru, please?

Looking forward to your reply,

Katarina

Hi

there, As I previously mentioned that both accounts created with the same identity and verified with the same identification. That as per Ontario regulations it’s clearly breach by operator to not blocking access to gambling sites

I don’t have any further details of communication to share with you but I’d like you to add Videoslots representative for further discussion. They were already informed and it has been 65 days now i haven’t heard back from them yet

I have been in touch with them emailed so many times and they are only saying relevant departments is working on it. It has been 75 days since I have submitted my complaint to them but no response yet

Hello,

thank you for your message.

Upon review of the provided messages and emails, I am concerned that the absence of confirmation regarding your initial self-exclusion may present challenges in substantiating your claim. Regrettably, a complaint based on hearsay is unlikely to prevail against the casino's counterarguments.

Furthermore, it appears that the casino was not directly notified of your self-exclusion prior to the events in question. While casinos of this size process a high volume of players daily, making individual player monitoring difficult, proactive communication of self-exclusion is generally necessary. We advocate for enhanced regulations to safeguard vulnerable players; however, such arguments require supporting evidence.

I regret to inform you that, in light of the current information, I must reject the complaint. Should you obtain additional evidence in the future, please do not hesitate to contact us.

All the best,

Katarina