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Dear Sir or Madam,

I asked the casino several times in November to close my account so that I can no longer play and I also gave the reason. I was promised that the account would be closed within 24 hours. But that didn't happen. So I lost another €1,200. Please ask the casino to reimburse me for the damage caused.

Warm greetings

Sehr geehrte Damen und Herren,

ich hatte im November das Casino mehrmals dazu aufgefordert meinen Account zu schliessen, damit ich nicht mehr spielen kann und ich habe auch den Grund angegeben. Man versprach mir den Account innerhalb von 24 Stunden zu schliessen. Was jedoch nicht geschah. Somit verlor ich weitere 1.200 €. Bitte fordern Sie das Casino dazu auf mir den entstandenen Schaden zu erstatten.

Liebe Grüße

Dear eurogalaxy85,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions so I better understand the situation. Could you please advise what reason you mentioned with your request to close your account? Did you specify for how long do you wish your account to be closed? Did you request a refund from the casino? What was their reply?

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

Best regards,

Tomas

I have not yet requested a refund. I will do this today.

I indicated that I should be blocked immediately and not given the opportunity to open my account again.

I was told that my account would be closed within 24 hours. However, that didn't happen. Only very late!

Ich habe jetzt noch keine Rückerstattung angefordert. Ich werde dies heute tun.

Ich habe angegeben, dass man mich sofort sperren soll und mir auch nicht die Möglichkeit geben soll, mein Account wieder zu öffnen.

Man sagte mir, dass man meinen Account innerhalb von 24 Stunden schliessen würde. Was jedoch nicht passiert ist. Erst ganz spät!

Dear eurogalaxy85,

Have you received any reply regarding your refund? Could you please forward me the original request you sent to the casino and the reply you received from the casino? Please forward it to tomas@casino.guru

I have sent you the mail. Unfortunately I didn't get a reply from SLottoJam!

Ich habe Ihnen die Mail gesendet. Ich habe leider keine Antwort von SLottoJam erhalten!

Thank you for your email, eurogalaxy85. I've received it. Would you be able to forward me the original request to close your account, where you give the reason for the closure? Would you also be able to send me the response from casino support?

Please understand that there is a significant difference when you ask for the closure of your account and for self-exclusion.

What a player can do if they're unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player requests a self-exclusion, the casino agrees not to open their account, or only under particular circumstances. In the case of self-exclusion, if the casino failed, a player may ask for a refund.

In this situation, the initial request as well as the reply from casino support is essential information. Thank you for your understanding. I will await your reply patiently.

I had only applied for the closure with the statement that I was addicted to gambling in the chat. Got the chat log I requested chat. However, this is not provided.

Die Schliessung mit Angabe, Spielsucht hatte ich nur im Chat beantragt. Habe das Chatprotokoll ich Chat angefordert. Jedoch wird dieses nicht zur Verfügung gestellt.

Could you please explain when exactly did you contact the live chat with your requests and when exactly did they close your account? Did you receive a confirmation from the casino when the self-exclusion was activated on your account?

On October 11, 15, 16 and 20. I have not received any confirmation of the closure. But now I'm blocked at Slottojam!

Am 11. 15. 16., sowie am 20. Oktober . Ich habe über die Schliessung keine Bestätigung erhalten. Bin aber mittlerweile bei Slottojam gesperrt!

Dear eurogalaxy85,

Acording to the casino's responsigble gambling section:

https://slottojam.com/info/responsible_gaming

Self-exclusion

If gambling has become a burden for you and does not serve its entertainment purpose any more, SlottoJAM can help. Just feel free to contact our Email and submit your request for self-exclusion.

Please understand that self-exclusions are valid for all the gambling services SlottoJAM provides: Casino, Virtuals.

If you haven't sent the request via email which was clearly indicated and you can't show us the proof the live chat promised you they will self-exclude your account, there is not enough evidence for us to continue with the case. Since your account is already blocked there is not much we can help you with.

I would recommend contacting the casino and request details of your account closure, since you haven't yet received any confirmation from them. Contact the casino at support@SlottoJAM.com

I deeply apologize but, unless I overlooked any information, we won't be able to assist you with your request for a refund.

For future reference, please follow responsible gambling guidlines of casinos and keep records of any high-impact communication as proof. I'll await your reply.

Dear eurogalaxy85,

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.

It is that there are chat logs at SlottoJam. Slottojam is said to provide all chat logs and then we have the proof.

Es ist so, dass es Chatprotokelle gibt be SlottoJam. Slottojam soll alle Chatprotokolle zur Verfügung stellen und dann haben wir den Beweis.

Dear eurogalaxy85,

Have you received any transcript or do you have any confirmation from the casino stating the reason why your account was blocked? Please let me know. Much appreciated!

Dear eurogalaxy85,

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.

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.