SlotsPalace Casino - Der Spieler beantragt eine vollständige Rückerstattung der Einzahlung.

Hello

First of all, they do not ask for ID to register. I am registered with the General Directorate for the Regulation of Gambling and it has allowed me to play without problems.

Second, live chat doesn't work for me. I don't know why and they don't answer emails.

I claim €300 of my deposits since I cannot play by law.

Hola

Lo primero, no piden DNI para registrarse. Yo estoy inscrita en la Dirección General de Ordenación del juego y me ha dejado jugar sin problemas.

Lo segundo, a mi no me funciona el chat en vivo. No sé porqué y no contestan a los emails.

Les reclamo 300€ de mis depósitos ya que yo no puedo jugar por ley.

Dear Patry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure that you are aware of the geolocation of DGOJ operation:

"What is self-prohibition?

If you have a problem with gambling, you can register in the Register of Gambling Access Bans (RGIAJ) of the Directorate-General for Gambling’s Regulation (DGOJ). It is registration with self-prohibition in gambling halls that require a prior registration to play, which includes the different operators that act legally in Spain. Anyone can request their inclusion in the RGIAJ, which will prevent them from browsing online gambling operators’ pages."

Since you have chosen a casino with Curaçao license, it will be very difficult to resolve this case to your satisfaction. Could you please advise if you informed this specific casino about your gambling problem? If yes, please forward any relevant communication to petronela.k@casino.guru.

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

I informed you a day before when I still had balance and earnings until I lost them. But I have no proof.

Les informe un día antes cuando aún tenía saldo y ganancias hasta que las perdí. Pero no tengo pruebas.

I'm truly sorry but without any supporting evidence, we won't be able to proceed with this case. Could you please advise if your account was blocked already or if it's still accessible?

Dear Patry,

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.

Hello, my account was blocked

Hola, mi cuenta fue bloqueada

I'm happy that your account was blocked already. However, since we didn't receive any supporting evidence that you actually requested the self-exclusion we are forced to reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.