SlottoJAM Casino - A conta do jogador foi reaberta, causando perdas.

Dear Sir or Madam,

The casino reopened my account despite being informed that I am a gambling addict. As a result, I incurred a financial loss of €45. The casino does not respond to my request for a refund. Please help me.

Sehr geehrte Damen und Herren,

Das Casino hat trotz Hinweis darauf, dass ich spielsüchtig bin mein Konto wieder geöffnet. Hierdurch ist mir ein finanzieller Schaden in Höhe von 45€ entstanden. Das Casino reagiert nicht auf meine Aufforderung das Geld zurückzuerstatten. Bitten helfen Sie mir.

Dear eurogalaxy85,

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

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

• Is your casino account closed at the moment did the casino block your access?
• Have you contacted the casino via live chat as well? with what result?
• Could you please provide a more complete timeline of events?
• When was your account blocked previously and under which circumstances was it reopened?
• When did you deposit in the casino?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you very much, eurogalaxy85, 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 eurogalaxy85,

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 SlottoJAM Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Hello,

Thanks for your feedback on SlottoJam.

We will analyse the case and get back with a reply as soon as possible.

Regards,

SlottoJam Casino Team

Hello,

Please be advised that client's account has been closed on a permanent basis.

There is no possibility to reopen account any more.

We are sorry that your experience with SlottoJam did not quite match your expectations.

Best Regards,

SlottoJam Casino Team

Please refund the deposits to the original payment method after mentioning the gambling addiction. As already explained, you reopened the account even though I informed you via email about the gambling addiction!

Erstatten Sie mir die Einzahlungen auf die ursprüngliche Zahlungsmethode nach Angabe der Spielsucht. Wie bereits erklärt haben Sie das Konto wieder geöffnet obwohl ich Ihnen via Mail über die Speilsucht berichtet habe!

Dear SlottoJAM Casino,

Can you comment on the fact that the player's account was supposedly reopened after self-exclusion?

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.

Dear eurogalaxy85,

I am trying to reach the casino representative outside of this thread, that's why I am setting one last timer. Thank you for your patience. I will keep you informed.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V