Universal Slots Casino - O jogador solicitou reembolso de depósitos.

Good day,

the casino group Universal Slot Group has retained a profit of 5000 euros.

Reason: Information about my gambling addiction.

The casino canceled the profit because there is information about my gambling addiction. However, I could not find anything in the terms and conditions.

In addition, Wills Casino was never informed of this. This information was available to the sister Casino Universal Slot and Gudar Casino.

I informed the casino group about my gambling addiction in March 2019.

Unfortunately, my accounts at Stella Casino and W Casino were kept open and deposits over 1000 euros were accepted. When asked why these accounts were not blocked, it was said that the casinos were not connected.

I expect refunds from Stella Casino and W Casino from the casino.

Kind regards

Thomas

Guten Tag,

die Casino Gruppe Universal Slot Group hat einen Gewinn von 5000,- Euro einbehalten.

Begründung: Information Zwecks meiner Spielsucht.

Das Casino hat den Gewinn gestrichen da Informationen über meine Spielsucht vorliegen. In den AGBs konnte ich dazu aber nichts finden.

Ausserdem wurde Wills Casino nie darüber informiert. Diese Informationen lagen den Schwester Casino Universal Slot und Gudar Casino vor.

Über meine Spielsucht habe ich die Casinogruppe bereits im März 2019 informiert.

Leider wurden meine Konten Auf Stella Casino und W Casino weiterhin offen gehalten und weiterhin Einzahlungen über 1000,- von Euros Akzeptiert. Auf Anfrage hin warum diese Konten nicht gesperrt wurden hiess es das die Casinos nicht zusammen hängen.

Ich erwarte von dem Casino die Rückerstattungen von Stella Casino sowie W Casino.

MFG

Thomas

Dear Basel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to inform you that we will deal with one refund request at the time.

Firstly, could you please confirm that you’d like to receive a refund from the Universal Slots Casino https://universalslots.net/?

Secondly, when you’ve requested your account to be closed due to gambling problem, back in March 2019, did you receive any confirmation from the relevant casino group? I’m sorry if I overlooked it in the forwarded communication.

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,

Petronela

Good day

I expect a refund of all deposits made by the Casino Group: Universasslot and WCasino.

I did not keep a confirmation.

Important: I have sent the block to the entire casino group. Due to the fact that Wills Casino has access to this email I sent to the Universalslot group, it is confirmed that you have received my lock. However, my accounts were not blocked and deposits were accepted. Payouts have been canceled. Sincerely yours

Guten Tag

ich erwarte eine Rückerstattung aller Einzahlungen der Casino Gruppe: Universasslot und WCasino.

Eine Bestätigung habe ich nicht behalten.

Wichtig: ich habe die Sperre der Gesamten Casinogruppe gesendet. Aufgrund dass Wills Casino Zugang zu dieser email hat die ich an die Universalslot Gruppe gesendet habe ist es bestätigt dass Sie meine Sperre erhalten haben. Trotzdem wurden meine Konten nicht gesperrt und Einzahlungen akzeptiert. Auszahlungen wurden gestrichen. Mit freundlichen Grüßen

Thank you very much Basel for your quick reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Basel.

I am afraid that without information from casino side I can't do anything (especially when you didn't keep the confirmations about your self-exclusion (I strongly recommend to always keep them).

I want to ask the Universal Slot Casino representatives to give me a hand in this case and explained what happened.

I have removed the casino exclusion. I had sent them my emails. The casino did not confirm receipt of the email, but has now sent an extract to Wills Casino. This casino group is thus informed. Let me know if you need anything. Sincerely yours

Ich habe den Casino Ausschluss aufgehoben. Ich hatte ihnen meine Emails gesendet. Das Casino hat mir den Empfang der Email nicht bestätigt, allerdings jetzt bei Wills Casino einen Auszug gesendet. Diese Casino Gruppe ist somit informiert. Teilen Sie mir mit, wenn Sie etwas brauchen. Mit freundlichen Grüßen

We would like to ask the Universal Slots 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’.

Unfortunately, the casino is non-responsive. I was trying to get some answers via Skype, but this channel failed too.

Even though Basel999/Thomas has a history with complaining about responsible gambling policy, in this case, it looks legitimate, and without some right answers from the casino side we decided to close this complaint as "unresolved."