Hej jeg håber du har det godt. Den 3.11.2023 sendte jeg en besked til Robert VIP-kontoadministratoren om, at jeg vil have en bonus at spille med uden nogen indbetaling, da jeg tabte meget, og hvis jeg ikke får en, vil jeg lukke min konto i deres casino. Så den 6.11.2023 svarede Robert, at der ikke er nogen gratis bonus, jeg kan få, men anerkendte ikke engang, at jeg bad om at lukke min konto, hvis dette er tilfældet. Den 7.11.2023 opdagede jeg, at min konto stadig var åben, selv efter jeg bad om at få lukket min konto, da jeg ikke ønskede at spille mere, og det kostede mig at miste 554e, som jeg stadig ville have, hvis min konto blev lukket, som jeg bad om. Jeg troede, at da der ikke blev givet nogen gratis bonus uden indbetaling, ville min konto også blive lukket, som jeg bad om i min besked til dem.
Deres svar på min klage var dette:
Jamie (slotbox)
7. november 2023, 17:19 GMT
Hej Sami,
Vi har talt med kontoadministratoren, og de informerede om, at de svarede før din besked til os og bekræftede, at der ikke var nogen bonus berettiget på tidspunktet for gennemgangen.
I forhold til din anmodning om tilbagebetaling tager vi alle væddemål i god tro, og eventuelle tidligere tab refunderes ikke. Din konto er nu lukket.
Med venlig hilsen Slotbox Support
Den eneste grund til, at jeg mistede 554e, er, at deres uagtsomhed med at lukke min konto eller anerkende anmodningen, da jeg bad om det og ikke foretager mig noget. De svarede ikke engang på min klage, hvorfor min konto aldrig blev lukket, eller der blev truffet nogen yderligere handling, da jeg bad om at få min konto lukket. Robert er i øvrigt kasinoets chef for kontostyring.
De siger, at de tager alle væddemål i god tro i deres svar-e-mail, men hvad de ikke gjorde, var at tage min anmodning om at lukke min konto i god tro. Dette svar, de gav mig, giver ikke engang mening. De svarede ikke engang noget på min besked i flere dage, selv efter at have anmodet om at lukke min konto. Først efter at jeg kaldte deres Robert for den værste VIP-manager nogensinde og ønskede ham held og lykke i casinoindustrien, så svarer han pludselig 3-4 dage efter min første anmodning om at lukke kontoen, hvis jeg ikke får nogen gratis penge at spille med, og selv da han bare ignorerede anmodningen om lukning fuldstændigt. Det er klart, at han også siger, at "penge skal komme ind til kasinoet først". Denne fyr gør alt for penge, herunder ignorerer anmodninger om kontolukning.
Jeg vil prøve at løse dette problem her, da dette casino ikke foretog sig nogen handling, da jeg ønskede at lukke min konto eller endda anerkendte anmodningen og nægter at refundere 554e nettotab efter min anmodning om at lukke min konto, som blev fuldstændig ignoreret.
Ser også på, hvordan man selv indgiver en klage til deres regulator, de ønsker først at prøve at løse problemet på hver anden vej, før de overhovedet forsøger at indgive en klage mod et kasino. Desuden, når de ser på anmeldelser og information overalt på denne regulator, svarer eller svarer de næsten aldrig på nogen spillerklager, når de forsøger at lede efter information fra sider som Thepogg, askgamblers og her også på casinoguru.
Det er også meget mærkeligt, at dette casino er vurderet så højt her, når de bare beder om, at sårbare mennesker mister deres penge og ignorerer anmodninger om kontolukning fuldstændigt
Hello i hope you are doing well. On 3.11.2023 i sent a message to Robert the VIP account manager that i want a bonus to play with without any deposit since i lost a lot and if i dont get one i want to close my account in their casino. Then on 6.11.2023 Robert replied that there is no free bonus that i can get, but did not even acknowledge the fact that i asked to close my account if this is the case. On 7.11.2023 i discovered that my account was still open even after i asked to get my account closed since i did not want to play anymore and this cost me to lose 554e which i would still have if my account got closed like i asked. i thought that since no free bonus was given without deposit, that my account also would be closed like i asked in my message to them.
Their reply to my complaint was this:
Jamie (Slotbox)
7 Nov 2023, 17:19 GMT
Hi Sami,
We have spoken with the account manager and they advised that they replied prior to your message to us confirming that there was no bonus warranted at the time of the review.
In relation to your refund request, we take all bets in good faith and any past losses will not be refunded. Your account is now closed.
Regards, Slotbox Support
Only reason i lost the 554e is because their negligence to close my account or acknowledge the request when i asked so and take no action. They did not even respond to my complaint why my account was never closed or any further action taken when i asked to get my account closed. Robert is by the way the casinos head of account management.
They say they take all bets in good faith in their response email, but what they did not do, was to take my request to close my account in good faith. This reply they gave me does not even make sense. They did not even reply anything to my message for days even after requesting to close my account. Only after i called their Robert the worst VIP manager ever and wished him good luck on casino industry, then he suddenly replies 3-4days after my initial request to close the account if i dont get any free money to play with and even then he just ignored the closure request completely. Clearly he also states that "money needs to come in to the casino first". This guy does everything for money including ignoring account closure requests.
I want to try to resolve this issue here since this casino did not take any action when i wanted to close my account or even acknowledged the reuqest and is refusing to refund 554e net loss after my request to close my account which was completely ignored.
Also looking at how to even file a complaint to their regulator they want first to try to resolve the issue on every other avenue before even trying to file a complaint against a casino. Futhermore looking at reviews and information everywhere on this regulator, almost never they even answer or reply to any player complaints when trying to look for information from sites like Thepogg, askgamblers and here also on casinoguru.
Also very strange this casino is rated this high here when they just pray for vulnerable people to lose their money and ignore account closure requests completely