Slot10 Casino - A retirada do jogador foi adiada.

Dear Sir/Madam,

The casino has not processed my withdrawal for a week. The live chat is unresponsive, and they are not replying to emails. I kindly request your assistance!!

Guten Tag,

Das Casino zahlt mir mein Geld seit einer Woche nicht aus. Der Livechat ist nicht zu erreichen und auf Email wird nicht geantwortet. Ich bitte um Hilfe !!

Dear Mickstar,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Good day,

I am already fully verified. I'll wait. Thank you!

Guten Tag,

ich bin bereits vollständig verifiziert. Ich warte dann noch. Danke !

I fully understand your frustration, Mickstar. I will set the timer for additional 11 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

new !!!

Good day,

I asked the casino to close my account due to gambling addiction. After that, they asked me to contact a different email address. I did this. The email didn't go through because they blocked my email address immediately. That's why I was able to lose 5200 euros today. All the evidence is attached.

I request a refund of the amounts paid! This is fraud!!

neues !!!

Guten Tag,

ich habe das Casino gebeten um Schließung meines Kontos aufgrund von Spielsucht. Nachdem, haben Sie mich gebeten mich an eine andere Email zu wenden. Dies habe ich getan. Die email kam nicht durch, da sie meine Emailadresse sofort blockiert haben. Aus diesem Grund konnte ich heute 5200 Euro verspielen. Im Anhang befinden sich die ganzen Beweise.

Ich bitte um Erstattung der eingezahlten Beträge ! Sowas ist Betrug !!

After my email to close my account, I lost exactly 6400 euros. I contacted the live chat again last night and asked for the amounts to be refunded. They redirected me to an email, which strangely enough went through this time.

I urgently ask for your help. The money was my last money and it would not have happened if Slot10 had not blocked me immediately instead of blocking my email.

nach meiner Email um Schließung meines Kontos habe ich genau 6400 Euro verspielt. Ich habe gestern Abend nochmals den Livechat kontaktiert und um Rückerstattung der Beträge gebeten. Die haben mich wieder an eine E-Mail weitergeltet, die dieses Mal komischerweise durchkam.

ich bitte dringend um eure Hilfe. Das Geld, war mein letztes Geld und es hätte nicht stattgefunden, wenn Slot10 mich nicht sofort gesperrt hätte, anstatt meine Email zu blockieren.

I just tried to contact the email again. Unfortunately I am blocked again and delivery is not possible. Yesterday evening I had customercare@slot10.com asked me to refund these bets. Blocked again today. This is more than fraud!

Ich habe gerade nochmal versucht die Email zu kontaktieren. Leider bin ich wieder blockiert und eine Zustellung ist nicht möglich. Gestern Abend hatte ich customercare@slot10.com gebten mir diese Einsätze zu erstatten. Heute wieder blockiert. Das ist mehr als Betrug !

Dear Casino Guru Team,

Could you please handle my case? I have no peace anymore. It is impossible and I am completely disappointed in the Slot10 team for playing with other people's health like this. I am suffering terribly from this behavior. Emails are not delivered, the live chat keeps closing. I don't know what to do. Despite wanting to be blocked and the casino not doing this, but only blocking my email address, so I had no chance of being blocked, I have gambled away my last savings of 6200 euros. I am already in therapy because I want to get out of this vicious circle. I am asking for your help very much!!!

Liebes Casino Guru Team,

Könnten Sie bitte meinen Fall bearbeiten ? Ich habe keine Ruhe mehr. Es ist unmöglich und ich bin komplett enttäuscht von dem Slot10 Team, so mit der Gesunfheit von anderen Menschen zu spielen. Ich leide fürchterlich unter dieser Aktion. Emails werden nicht zugestellt, der Livechat wird immer wieder beendet. Ich weiß nicht mehr weiter. Ich habe trotz dass ich mich sperren lassen wollte, und das Casino dies nicht tat, sondern nur meine Emailadresse blockierte. Sodass ich gar keine Chance auf eine Sperrung hatte mein letztes Erspartes verspielt von 6200 Euro. Ich befinde mich bereits in Therapie, weil ich aus diesem Teufelskreis raus möchte. Ich bitte vielmals um eure Hilfe !!!

I have just contacted the casino's licensor to explain the problem to them.

Dear Casino Guru Team,

I urgently ask for your support!

ich habe so eben den Lizensgeber des Casinos kontaktiert, um denen das Problem zu schildern.

Liebes Casino-Guru Team,

ich bitte dringend um eure Unterstützung !

Dear Casino Guru Team,

I ask you to take care of this case. I have already contacted the supervisory authority, but have not received a response. I have also contacted the bank that received the money, who have asked me to initiate a SEPA recall. I have just done this with my own bank. I ask you to contact the casino, as they are not responding to me.

Liebes Casino Guru Team,

ich bitte Sie, sich diesen fall anzunehmen. Ich habe die Aufsichtsbehörde bereits kontaktiert, jedoch ohne Antwort. Zu dem habe ich die Empfänger Bank des Geldes kontaktiert, die mich gebeten haben, einen Sepa-Recall zu starten. Dies tat ich so eben bei meiner eigenen Bank. Ich bitte Sie, Kontakt mit dem Casino aufzunehmen, da diese mir selber nicht antworten.

Well, it's really starting to get ridiculous. After I wrote to the casino myself, using their normal email address, and asked for a refund because they didn't block my account and I was able to lose 6400 EUR, they blocked my account yesterday.

Casino Guru, I beg you to take care of this case! I don't have any peaceful days anymore!!!!!

Also, langsam ist es echt lächerlich. Nachdem ich dem Casino selber geschrieben habe, über ihre Normale E-Mail Adresse, und um eine Rückerstattung gebeten habe, da diese mein Konto nicht gesperrt haben und ich da durch 6400 EUR verspielen konnte, sperrten Sie gestern mein Konto.

Casino Guru, ich bitte euch, sich diesen Fall anzunehmen ! Ich habe keine ruhigen Tage mehr !!!!!

Hi Mickstar,

• Could you please confirm that you first requested your account to be blocked on Sunday, June 23rd, and that it was actually blocked yesterday, June 25th?

Thank you.

Good day,

On June 17, 2024, I asked the casino to block me due to gambling addiction:

after I contacted the live chat and this email came

My email address was blocked and I was still able to log in normally and deposit money. From that point on I deposited and lost exactly 6400 euros.

Guten Tag,

Am 17.06.2024 habe ich das Casino mich zu sperren aufgrund von Spielsucht:

nachdem ich den Livechat kontaktiert habe und diese email kam

Wurde meine Emailadresse blockiert und ich konnte mich noch normal anmelden und Geld einzahlen. Ab diesem Zeitpunkt habe ich genau 6400 Euro eingezahlt und verloren.

Yesterday I checked and registration was no longer possible

Gestern schaute ich und eine Anmeldung war nicht mehr möglich

On June 17, 2024, I asked the casino to block me.

Am 17.06.2024 habe ich das Casino um Sperrung gebeten.

Could you please take care of my case?

Könntet ihr euch bitte um meinen Fall kümmern ?

Hi Mickstar,

Could you please forward the entire communication, including the following message from the casino, to petronela.k@casino.guru? Please attach the entire email chain rather than sending screenshots. I would like to see where the initial email was sent and the exact dates of each subsequent message.

Thank you.

Good day,

I forwarded all emails to you. However, I was only able to do this individually.

Guten Tag,

Icj habe ihnen alle Mail weitergeleitet. Jedoch war es mir nur möglich dies einzelnt zu tun.

Could you please answer me??

Könnten ihr mir bitte antworten ??

Thank you very much, Mickstar, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Thank you !

Vielen Dank !

Dear Mickstar,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Great thank you !

Super, danke !

I ask Slot10 for an immediate statement and refund of the amounts deposited!

Ich bitte Slot10 um sofortige stellungsnahme und Erstattung der eingezahlten Beträge !

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.

Typical for the casino. I'm telling you, keep your hands off the casino!!

Typisch für das Casino. Ich sage euch, lasst die Finger von dem Casino !!

Good day,

How is it possible that the casino doesn't respond?

What license does the casino have? I want to write to the casino's licenser again.

Guten Tag,

Wie kann es sein, dass es möglich ist, dass das Casino nicht antwortet ?

welche lizens besitzt das Casino ? Ich will nochmals den Lizensgeber des Casinos anschreiben.

Hello Jozef,

Regarding the withdrawals, it's important to note that the player repeatedly made withdrawal requests and cancelled them shortly afterward each time, thereby making it impossible for us to process any of them.

When it comes to his exclusion request, it is worth mentioning that he must submit a formal request to our designated e-mail address. The player was guided on how and where to submit his request for processing, yet he only did so on June 24th.

His request was processed within the timeframe outlined in our Terms and Conditions and currently his wish has been granted.

Regards,

Slot10 Casino

That's wrong. My email didn't go through because I was blocked as a sender. See screenshots!

I didn't have the chance to block myself. All screenshots and conversations are in this chat.

Das ist falsch. Meine email kam nicht durch, da ich als Absender blockier wurde. Siehe Screenshots !

ich hatte nicht die Chance mich zu sperren. Es sind alle Screenshots und Verläufe in diesem Chat.

I ask for clarification on this matter. I have provided all the evidence to you, so how can you still make such allegations??

Ich bitte um Klärung dieses Falles. Ich habe jegliche Beweise euch allen zu kommen lassen, also wie kann es sein, dass ihr noch so Behauptungen aufstellt ??

Dear Slot10 Casino team,

Based on the evidence provided by the player, he indeed experienced an error in sending. If he clearly explained this to your support, I believe you should find an option for him to self-exclude his account as soon as possible since he is experiencing a gambling problem. May I kindly ask you to react?

Hello Jozef,

After investigating the situation, we have determined that the SMTP error encountered by the player originates from their end, possibly due to incorrect email settings, network issues, or restrictions from their email service provider.

We were informed of his difficulties in sending his request to the relevant department on June 23rd. Once notified, we promptly initiated the self-exclusion procedure for their account on our side.

His request was processed within the necessary timeframe and in accordance with our Terms and Conditions, which the player agreed to upon registration.

Regards,

Slot10 Casino

That's nonsense! I was able to contact your normal email address but that email didn't work. I ask you to be fair and stand by the whole thing. As I said,

all evidence in the form of screenshots.

My email address was clearly blocked after I contacted the live chat! I had the opportunity to contact you by email before and when that didn't work, I wrote to support directly! Own up to your mistakes and at least give me a partial refund!

Das ist Schwachsinn ! Ich konnte eure normale Emailadresse auch kontaktieren nur diese Email klappte nicht. Ich bitte euch, so fair zu sein und zu dem ganzen zu stehen. Ich habe wie gesagt,

alle Beweise inform von Screenshots.

meine Emailadresse wurde nachdem ich den livechat kontaktiert habe, ganz klar gesperrt ! Ich hatte davor die Möglichkeit euch per Mail zu kontaktieren und als es nicht klappte, habe ich direkt den Support geschrieben !! Steht zu euren Fehlern und liefert mir wenigstens eine Teilerstattung !

The fact that you make such claims despite this evidence is really the last straw!

Das ihr trotz dieser Beweise solche Behauptungen aufstellt, ist wirklich das letzte !

Good evening,

As you can see, it says at the bottom of this email that my email address has been blocked.

I ask you to be fair and not try to talk yourself out of it. It is clearly your fault. I would even be happy with a partial refund so that both parties can part ways on relatively good terms.

Thank you !

Best regards

Guten Abend,

wie zu sehen, steht unten in dieser Mail, das meine Emailadresse blockiert wurde.

Ich bitte euch, so fair zu sein und euch nicht auszureden. Es ist ganz klar euer Fehler. Ich wäre sogar mit einer Teilerstattung zu Frieden, damit beide Parteien einigermaßen im guten auseinander gehen.

vielen Dank !

liebe Grüße

Please reply! I have been waiting for over 3 weeks.

Ich bitte um antwort ! Ich warte seit über 3 Wochen.

Dear Mickstar,

I reviewed all the evidence and screenshots provided. I would like to know if you informed the casino support about the issue of your emails not being delivered to the specified address. As you can see, when you contacted their live chat about this on the 23rd, they closed the account without a problem.

Every casino has a unique process for self-exclusion. In my opinion, the casino should only be held responsible if they were aware that you could not complete this process and still did not close your account. Otherwise, I do not believe a refund would be appropriate. Could you please respond?

Good day,

I did this. See screenshot.

However, this was ignored. I, for my part, did nothing wrong and contacted the casino and pointed out this error. I also request information from the casino's licenser. This is a clear violation and I would like to complain about it very clearly because I can see in which direction this is all going. Casino Guru is once again supporting the casino, even though I have provided clear evidence to clearly explain the situation.

Guten Tag,

dies habe ich getan. Siehe Screenshot.

jedoch wurde dies ignoriert. Ich von meiner Seite aus, habe nichts falsch gemacht und das Casino kontaktiert und auf diesen Fehler aufmerksam gemacht. Ich bitte zudem um die Auskunft des Lizensgebers des Casinos. Es ist ein klarer Verstoß der hier vorliegt und da drüber möchte ich mich ganz klar beschweren, weil ich merke in welche Richtung das ganze hier geht. Casino Guru hält mal wieder zu dem Casino, obwohl ich klare Beweise liefer um die Situation klar Schilder.

Dear Mickstar,

Thank you for providing this information. I must have missed it in the evidence. It is a bit more challenging for me because I have to use external translation software for each piece of evidence you provided.

OK, no problem

okay, kein Problem

Dear Slot10 Casino team,

Could you please explain why this email was ignored? Although the issue may have been on the player's side, it seems he tried to inform you about it. I believe it would have been sufficient to forward this information to the proper team and start with the self-exclusion process.

Dear Jozef,

The screenshot provided by the player shows an email that we never received. Although the screenshot does not display the recipient's email address, even if it was correct, we did not receive the player's reply due to evident email issues on his side, as shown in previous screenshots.

From June 17th to June 23rd, the player contacted us several times via chat but did not mention any email issues or inquiries related to this case. Our dedicated support team is available 24/7, so the player could have reached out for assistance with any difficulties.

Once he reported his email issues on June 23rd, he was redirected to the appropriate department, where his closure request was processed promptly.

Kind regards,

Slot10 Casino

Well, how many times do I have to say this? You, your live chat, asked me to contact this email address and I did so several times. I also contacted you via your normal email address and described this problem, as the live chat didn't work like so often. I think it's disgraceful that the whole thing is being twisted as if it were my fault. I have made my concerns very clear, several times. You have already pulled off the problem that I am describing here several times, you can read all about it on the Internet. There is clear evidence and attempts are being made to twist the whole thing. I would also like to contact your licensor. It cannot be that everything is happening like this, and once again at the expense of one of your customers!

once again. I can happily look for all the evidence again so that Casino Guru can clearly see who is in the right here.

Also, wie oft soll ich das noch sagen. Ihr, euerer live Chat, hat mich gebeten diese email zu kontaktieren und dies tat ich mehrfach. Über eure normale Emailadresse habe ich euch ebenfalls kontaktiert und dieses Problem geschildert, da der Livechag wir so ofr nicht funktioniert hat. Ich finde es beschäment, das ganze so zu drehen, als wäre es meine Schuld. Ich habe ganz klar mein Anliegen geäußert und dies mehrfach. Das Problem was ich hier Schilder, habt ihr schon mehrfach abgezogen, kann man alles im Internet lesen. Es liegen klare Beweise vor und es wird versucht das ganze zu drehen. Ich möchte zudem euren Lizensgeber. Es kann nicht sein, dass das alles so abläuft und mal wieder auf die Kosten einer eurer Kunden !

noch einmal. Ich kann gerne nochmal alle Beweise raussuchen, damit Casino Guru klar sieht wer hier im Recht ist.

The email can't have arrived if you blocked me as a recipient?! As you asked, I sent an email to this email address, multiple times!!! I also sent you an email to the support email address saying that an error was being displayed. Who are you trying to kid?!

Die email kann ja auch nicht angekommen sein, wenn ihr mich als Empfänger blockiert ?! Ich habe wie ihr es gebeten habt, eine email an diese Mail gesendet und dies mehrfach !!! Zudem habe ich euch eine email gesendet an die Support Mail, dass mir ein Fehler angezeigt wird. Wen wollt ihr verarschen ?!

Dear Mickstar,

After thorough evaluation and discussion with my team, I regret to inform you that we have concluded you are not entitled to a refund. This decision is not a reflection of any wrongdoing on your part, but rather a result of insufficient grounds to request a refund from the casino.

I must agree with the casino team that you could have put in a little more effort to get your account closed or explain your issue to them. Even though you confirmed that you were in contact with their 24/7 live chat during that time, you did not mention this issue. The only evidence is one relevant email sent on the 17th, but it is not sufficient for obtaining a refund, as we cannot determine if the issue was on your part or the casino's. Based on the facts above, I am forced to close your case.

Best regards, Jozef