SlotsDynamite Casino - L'account del giocatore è stato chiuso senza rimborso.

i have played at this casino and deposited a lot. I asked in may to be self excluded. They took ages to reply. I told them I had a gambling problem and wish to be self excluded. They eventually on the 11th emailed me to say they would excluded me I have attached email. They never closed it. Skip to August I play again and spend over £2000 … I ask again to be self excluded. No reply for a week. I go onto live chat and asked again to be excluded. They don’t do it. I again the week after ask on live chat. They then close my account. I believe the deposits I have made since August should be refunded and the live chat agent agrees but now the casino are asking for ridiculous amounts of my personal details and documents, they again won’t reply to me at all now. I believe all deposits since may rhe 11th when I asked to be self excluded should be refunded please help me.

Hello,

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

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

• Could you please explain which personal details and documents the casino requested?
• Could you please share your self-exclusion requests sent to the casino with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you I have sent this across. They are refunding to look into my refund as I can’t tel them my gaming ID. The only way I can see this is if I log into my account but it’s closed…. Therefore they won’t even look at my refund.

Thanks for the provided information.

You wrote:

I asked in may to be self excluded. They took ages to reply. I told them I had a gambling problem and wish to be self excluded.

• Could you please share the communication where you informed the casino about your gambling problem?

Please note that online casinos can request verification of your account when a withdrawal or a refund is requested.

• Have you provided any documents required for verification that you deemed acceptable to the casino? Which documents have you provided them?

Dear Sharpayy28,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru