Universal Slots Casino - Spelaren har begärt att hans konto ska frysas, men hans begäran har inte respekterats.

I am disappointed with Universal Slots Casino, today I frozen my account for 3 days at my request. Because I needed a little break from the game. There are no limits settings in the casino. Now I have frozen my account for 3 days. After I wanted to play (ok, a problem for me), I could just open the account again in the chat. Any reputable casino would never allow that. I have now lost everything 1205 euros. I find it irresponsible from the casino and hope for a fair solution. Player protection if desired should be observed.

Ich bin enttäuscht vom Universal Slots Casino, ich habe heute auf meinen wunsch mein Konto für 3 Tage eingefroren. Weil ich etwas Pause brauchte vom Spiel. Im Casino gibt es keine einstellungen für Limits. Nun habe ich mein Konto für 3 Tage eingefroren. Nachdem ich dann doch spielen wollte (ok ein Problem für mich) konnte ich das Konto einfach im Chat wieder öffnen. Jedes Seriöses Casino würde das niemals zulassen.  Ich habe nun alles verlohren 1205 Euro. Ich finde es vom Casino unverantwortungslos und hoffe auf eine Faire Lösung. Spielerschutz wenn gewünscht sollte eingehalten werden.

Dear Wolfgang,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found:

"You are entitled to close your account at any time by sending an email to or doing so in My Profile. We will endeavor to respond within a reasonable time. You are responsible for all activity on your account until such closure has been acknowledged and affected by us."

Please could you confirm that you received a confirmation from the casino after you have emailed your request for the account to be suspended? Please, could you forward both, your requesting email and the casino’s response? My email address is petronela.k@casino.guru. Thank you in advance for your reply.

Bets regards,

Petronela

Hallo liebes Casino Guru Team,

ins diesem Casino gibt es keinen RICHTIGEN Spielerschutz.

Ich habe das Konto für 3 Tage eingefroren, ohne Probleme kann das Konto geöffnet werden.

Somit macht diese Funktion keinen Sinn und ist unfair gegenüber den Spielern.

System restriction

This will freeze your account for a selected period. After that period you will be able to login again.

Ich könnte das Konto öffnen bevor die 3 Tage abgelaufen sind. Keine Frage vom Casino warum.

NUN EINE ANTWORT VOM CASINO.

VIELLEICHT FINDEN WIR JA EINE LÖSUNG MIT DEM CASINO

Hello Crew!

We are contacting you from Stellar Support for the ticket: 60277

Dear player, we understand your point but the operators only proceed with the requirement they are asked for. If the player does not mention gambling problem issue, for example, they can reopen the account. There are players who close their account and then, ask to reopen it again (this a regular behavior on them). If you want to close your account for 3 days, you must be specific with the operators so they can put a note notifying your requirement. 

Considering the above, we hope the doubts have been clarified as well as this information serves for the future when it comes to reopening and closing the account.

Best Regards
Stellar Unit Support

Thank you very much Wolfgang for providing all the necessary information. I will transfer now your complaint to my colleague Jozef 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.

Is there more information?

Gibt es weitere Informationen ?

Hello Wolfgang.

We are just finishing an extra investigation of your case, we will provide you with the outcome very soon.

THE CASE WILL BE PROCESSED. ???? please for info greetings

WIRD DER FALL NOCH BEARBEITET.???? bitte um info liebe grüsse

Hello Wolfgang, 

we have just finished with our investigation. 

The freezing account feature is not mandatory for casino with Curacao license. There is no global definition of how the freezing should work even when probably everybody knows how it should work. We completely understand that you expect something else from this feature. But, when you asked support to freeze your account, it never happened the way you have expected. Then you cancelled your account freeze and lost all the money. In this case, you gambled them fairly, and we believe that you have no right for refund .

Unfortunately, we’re forced to reject this case. 

We also recommend you read our article about responsible gambling because it may provide you with useful tips how to avoid situation from this case. Link below.

https://casino.guru/problem-gambling

Please, let us know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru