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I am submitting this complaint regarding Get Slots and their handling of my existing self-exclusion.

I want to make it very clear that this complaint is not about the general risks associated with gambling, nor am I claiming that I should not be responsible for my decision to gamble. My complaint is specifically about the casino's handling of a self-exclusion that was already in place and that Get Slots subsequently acknowledged.

My self-exclusion from Anjouan Internet Gaming License operators had been in place for more than two weeksbefore I accessed Get Slots.

Despite this, Get Slots allowed me to access the casino, deposit funds, and gamble. I deposited a total of $1,050.

Approximately one hour after I began playing, Get Slots acknowledged my existing self-exclusion and subsequently closed/restricted my account.

This is the key issue: the casino acknowledged that my self-exclusion existed, but only after allowing me to play and accepting $1,050 from me.

If my self-exclusion was valid and applicable to Get Slots, then I should not have been permitted to access the casino and make deposits in the first place. The fact that the casino eventually recognized the exclusion does not change the fact that it had already accepted my deposits and allowed me to gamble for approximately an hour.

Following this, Get Slots also requested my banking information, which I provided. However, despite acknowledging the situation and requesting my banking information, I have now been left without a meaningful update or resolution.

I therefore believe I am entitled to the return of the $1,050 I deposited after my self-exclusion should have prevented me from accessing the casino.

Again, I want to emphasize that I am not making a complaint about gambling itself or attempting to avoid responsibility for gambling losses simply because gambling involves risk. The issue is that I had already taken the specific step of self-excluding, that exclusion had been active for over two weeks, and Get Slots ultimately acknowledged it themselves.

The casino should not be able to accept my deposits, allow me to gamble for an hour, and then only recognize and enforce the self-exclusion afterward.

I am asking Casino Guru to investigate whether Get Slots properly honoured my existing self-exclusion and, if not, whether the $1,050 deposited during the period in which I should have been excluded should be refunded in full.

I am simply seeking a fair resolution and the return of the $1,050 that was accepted from me despite my already-active and subsequently acknowledged self-exclusion.

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Dear Jenai,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you have experienced with Get Slots.

To better understand the circumstances of your case, could you please clarify the following:

• Could you please provide evidence of the self-exclusion you had in place before registering/playing at Get Slots, including the date it became effective and any information showing which casinos or operators it covered?
• Could you please provide the communication in which Get Slots acknowledged that your existing self-exclusion applied to your account?
• Could you please confirm whether the entire $1,050 was deposited and lost before Get Slots restricted your account?
• You mentioned that the casino requested your banking information. Could you please send us the relevant communication showing what the casino requested and whether they explained why they needed these details?

You may attach the screenshots and communication directly to this complaint thread or send them to my email at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I sent you an email with screen shots @karla

Its now been a week and I keep getting the same email that they're working on it I believe they're just delaying

Dear Jenai,

Thank you very much for providing the additional screenshots and communication.

I can see that GetSlots has informed you that your refund will be processed once the required verification is completed. Could you please confirm whether you have already provided all the requested banking information and verification documents? If so, when did you submit them?

Additionally, just to make sure I understand correctly, do you have any evidence confirming that your Anjouan self-exclusion was successfully activated before you registered and played at GetSlots, or did you never receive any confirmation or other proof of the self-exclusion?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello Jenai,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru