Slots Magic - help please

tinaj · May 29, 2015

I permanently self excluded from Slots Magic, stating due to a gambling problem.
I have suffered severely with depression this year and last night borrowed and blew £3k in a fit of madness at this site.

I have previously asked them to permanently self exclude me as I have problems with gambling and currently can't control my spending.
I know the responsibility lies with me - is there any hope at all of them returning any of my money based on the fact that they reversed a permanent exclusion due to a gambling problem? I had previously asked them never to reopen it again. I kept getting emails and then was tempted to contact them to reopen it, which I did and then lost a ton of money that leave me and my young family in a complete mess due to my stupidity and gambling addiction.
Please help.

Tirilej · May 29, 2015

They have a rep here you can contact https://www.casinomeister.com/forums/members/36004/

Up to the left you have the option to send him a private message.
Tell him what he needs to know to be able to investigate.

I hope he can help or give you an answer or you come back and tell us. You certainly seems to need help.

I sent the rep a link to this thread also so he is aware that you have started one.

sigothx1 · May 29, 2015

tinaj said:
I permanently self excluded from Slots Magic, stating due to a gambling problem.
I have suffered severely with depression this year and last night borrowed and blew £3k in a fit of madness at this site.

I have previously asked them to permanently self exclude me as I have problems with gambling and currently can't control my spending.
I know the responsibility lies with me - is there any hope at all of them returning any of my money based on the fact that they reversed a permanent exclusion due to a gambling problem? I had previously asked them never to reopen it again. I kept getting emails and then was tempted to contact them to reopen it, which I did and then lost a ton of money that leave me and my young family in a complete mess due to my stupidity and gambling addiction.
Please help.

If you won £10,000 on that deposit would you have posted the thread but instead asked slots magic to keep it? There seems to be a noticeable rise in this type of thread lately maybe that's just me noticing it, in terms of your question if you can prove you asked for a permanent exclusion, and prove they agreed to it you might get your deposits back, but if you did not specify the length of your exclusion, or you simply cannot prove it i doubt you'll get anything back.

And if you have a gambling problem i personally think getting 0 back would help more than getting back money you knew you couldnt afford, maybe this is the kick you need to wake up and realize you have a problem.

EGO · May 29, 2015

Hi

Can you please PM me your username and I will have a look into this for you

Krystal

tinaj said:
I permanently self excluded from Slots Magic, stating due to a gambling problem.
I have suffered severely with depression this year and last night borrowed and blew £3k in a fit of madness at this site.

I have previously asked them to permanently self exclude me as I have problems with gambling and currently can't control my spending.
I know the responsibility lies with me - is there any hope at all of them returning any of my money based on the fact that they reversed a permanent exclusion due to a gambling problem? I had previously asked them never to reopen it again. I kept getting emails and then was tempted to contact them to reopen it, which I did and then lost a ton of money that leave me and my young family in a complete mess due to my stupidity and gambling addiction.
Please help.

spintee · May 29, 2015

I agree there seems to be a trend of problem gamblers trying to get there cash back,

If you can prove that you permanent excluded due to said reason than I say they have to refund you,

But here is the problem, If you had won would they have found the exclusion than? Just refund your depo back? Who know's, If you have a problem than do something about it, If it was not slotmagic it would of been another casino you of squander it on

Here you go, https://www.casinomeister.com/forums/community/183/

It must be hard if you rattled 3k away but if you do not help your self out than no one is going to do it for you, I wish you the best

homerbert · May 29, 2015

selfexlcude youself saying you have gambling problems
wait a bit
ask to reopen account
if it is your lucky day and account reopened deposit a lot of money
if it is not your lucky day and you lost - create thread on CM how pity this situation
good operator caring about reputation will refund you
...
PROFIT!

onkel · May 29, 2015

homerbert said:
selfexlcude youself saying you have gambling problems
wait a bit
ask to reopen account
if it is your lucky day and account reopened deposit a lot of money
if it is not your lucky day and you lost - create thread on CM how pity this situation
good operator caring about reputation will refund you
...
PROFIT!

A good operator should under no circumstances re-open the account. Most people without a gambling problem don't realise how severe it can be.

However, it's just as bad trying to play the gambling problem card as it is for an operator not to by abide by the set responsible gambling policies.

homerbert · May 29, 2015

onkel said:
A good operator should under no circumstances re-open the account. Most people without a gambling problem don't realise how severe it can be.

However, it's just as bad trying to play the gambling problem card as it is for an operator not to by abide by the set responsible gambling policies.

do not ruin my dream about becoming rich!!!

thebigs · May 30, 2015

Please try and contact Gamcare or some other authorities that may help you and therefore your family.
As for trying to get your money back,you really need to take it on the chin and decide that this was the day your life changed for the better.
An alcoholic would not get a refund,a drug addict would not get a refund so please do not expect one.
You obviously have a serious problem and you have to face up to it.
I am sorry for you and your family and maybe the best thing you can do to help is sell all your computers or phones that have access to the internet so temptation is not there.

Mousey · May 30, 2015

Ummm... if you know you're self excluded, why go back to that casino at all? Sign up at a new one. Oh. Wait. Then you couldn't cry wolf (I'm self excluded!) and get funds back if you lose.

I've been here a long, long, time and we've seen this a million times.

I do hope the rep can help in some way. And I also hope you get help and stop this self destructive gambling.

spintee · May 30, 2015

This is the sort of times I do feel for the casino, But if they had played there card's right than the player or casino would not be in this situation, We do not no the full story as yet,

But theses players have got a problem than they most of known about the self excluded them self, There only shooting them self in the foot at the end of the day because if they did win than they will not get none of the winnings & If they lose and try claiming money back than they bet better be 100% sure they have proof as they get nothing back,

Its a shame really as this is what makes all the genuine players lose alot of stuff such as bonus and specials,

I do wish we get an update on this thread.

asadzareef89 · May 30, 2015

I sympathize with your problem but I don't think u should get a penny back as it would just encourage you to do the same thing again, take the bullet on this one and u will think twice about self excluding at another casino just to play there a month later to cry wolf i case u lose?

Would u just have asked for your deposits back if u had won 20000 or something like that?? would u have said in this thread '' sorry i won a huge amount, plz keep it n give my deposits back as i was self excluded''?

Why don't people get it, u should just gamble the money u can afford so u dont have to cry self exclusion every time

thebigs · May 30, 2015

I think once you self exclude and its stated due to a gambling problem then i do not believe a casino or casino group should allow you to open an account again.
I appreciate there were problems with the every matrix situation but they are doing the correct thing.
I am a gambler and have been for 37 years and at one time in my life Horse racing took over my life but thankfully i saw the light and i very very rarely gamble on anything except slots now.
I play low stakes and if i lose i do not lose too much except the odd time where nothing is going my way and if i win 50,100 or on occasion more then i am happy.
If the Casino has been wrong here then they should have a slap on the wrist but i do believe they should have to pay back any of the money no matter how cruel that may seem.

onkel · May 30, 2015

While I'm not convinced that the player should get their deposits back in instances like these, the casino should also suffer some repercussions for allowing them to play in the first place. Perhaps force the casino to give the player's deposits to a responsible gambling entity or charity?

Googobucs · May 30, 2015

If the Op can show he self excluded he should get his money back. I am so sick and tired of these types of threads. If the player wins they confiscate his winnings (Everymatrix) because he self excluded. You can't have your cake and eat it too.

Dinahnana · May 30, 2015

The player was self excluded from this casino and Slot's Magic should never have re-opened his account. The player did have his account re-opened knowing why he was self excluded in the first place. He should not get his money back. I am not pointing fingers at the OP but I will draw attention to a section of Evil Players awards 2013 from the Meister Awards

The first group of people, not necessarily connected, were running a self-exclusion scam towards the end of the year. The idea is that they'd exclude themselves at a casino then slip back in a short while later and play. If they lost they'd holler for compensation. Or, they'd exclude at one casino in a group and if they could sign up at another casino in the same group they'd repeat the play/complain scam. We had a half-dozen or more of these come through in the September/October timeframe

Every time I see a thread on self exclusion issues I am reminded of the above. Again I am not saying the OP falls into that category. I also think that Slots Magic needs to explain why they re-opened an account for a player who permanently self-excluded due to gambling reasons.

My conclusion is that op doesn't get his money back and Slots Magic should be penalized (unless there is more to this story we are not getting).

spintee · May 30, 2015

We do not know the truth as of yet but due to U.K regs than they can be more than penalized & even get there licence revoked, They signed up to the rules when taking up the new U.K regs, Just the same as if we break rules we get no winnings, Rules are rules we are told,

cncas2123 · May 30, 2015

spintee said:
We do not know the truth as of yet but due to U.K regs than they can be more than penalized & even get there licence revoked, They signed up to the rules when taking up the new U.K regs, Just the same as if we break rules we get no winnings, Rules are rules we are told,

Rules are rules, but sometimes they only apply the rules they want to apply and that work in their favour. I have to say on this one if the OP has self excluded for gambling issues, there is no way that the site should have reopened the account. I would also ask the question of the OP, why reopen the account at a site you had self excluded at, unless you wanted to have some risk free gambling? There are literally hundreds of UK licensed sites, so why go to the site that you are self excluded from? I agree with the earlier poster who thinks that any monies should be sent to a gambling charity.

tinaj · May 30, 2015

Hi, thanks to all for your replies and posts. I appreciate you taking the time to read and post. I do understand that it isn't fair to 'cry wolf' and some players have done this on purpose. In my case it is not this - I deeply regret my actions but it was certainly not a deliberate premeditated act. I have permanently self excluded everywhere, including Jackpot party/Slots Magic and have no other active accounts. Jackpot party was my favourite and when tempted to gamble the one site I returned to. I have had problems with them continuing to email me, including emailing me when the sites switched to ask me to open a new account although I was permanently self excluded and I have received marketing emails since. The emails seemed to stop but then restart again too.

The 'limitations' referred to by Krystal in her reply below were the permanent lifetime exclusion with no reopening option, with clearly stated gambling issues. I was continually blocked from reopening and told it was not possible as I had a permanent exclusion - until this time when they actually agreed and asked me to complete a short quiz about gambling habits and then reopened it quite easily after a short wait period. I was surprised and asked to check, as I had thought I might be self excluded at other skill on net sites, which I am sure I am. I was so depressed and low that I didn't actually care at the time. I do feel the site completely failed to uphold the permanent exclusion in place and should bear the responsibility for this - if I had won lots of money I am sure I would not have been paid due to a permanent exclusion having been put in place. Krystal however seems to imply that there is a different license (though before this always still meant I could not play). Weirdly, they made me open a whole new account with a different email address (I was instructed by email to do this and create a whole new account so did, despite feeling a bit concerned about it seeming like another duplicate account). I wonder now if this was because the old one was permanently self excluded and so could not be reactivated??

I have requested copies of my previous chats/emails but the agent on chat could not authorise this and this request has been passed to management and Krystal has also now referred it to management too. I was told yesterday management were not available, or during the weekend so now need to wait for their response.

I am not assuming I will receive anything but do believe there must be some case to reclaim my deposits since presumably all winnings would have been invalid too? I fully agree with all the comments about quitting gambling and have already taken steps to completely stop access to it and money as I am unable to do so responsibly.

Also, I am female not male just for the record!

Hi xxxxxxxx

I have now had time to investigate

There were limitations set on your JackpotParty account before you moved over to us and started playing on our License. Because of this, when you asked us to remove them so that you could play again, we followed procedure with a test and the appropriate cooling off period . You then informed us you still wished to proceed so we opened your account.

The procedure we followed was in full compliance with our UK license so you have no claim.
I am sorry for your troubles right now but unfortunately we cannot refund your losses.

Krystal

Tirilej · May 30, 2015

I have seen that kind of questions from another casino. I wonder if that is something they have been given/told by the UKGC to use.
I believe it should only been used though if someone have set a time for the exclusion and that time is up, a year or so, not for reopening an account that was set for life.

I think you should do a PAB here and it can be investigated properly.
It's free to do and you can start by reading the Pitch a Bitch FAQ https://www.casinomeister.com/forums/help/pab-rules/

You may win or lose but at least we will find out what have happened.
Please do it and good luck!

dunover · May 30, 2015

tinaj said:
Hi, thanks to all for your replies and posts. I appreciate you taking the time to read and post. I do understand that it isn't fair to 'cry wolf' and some players have done this on purpose. In my case it is not this - I deeply regret my actions but it was certainly not a deliberate premeditated act. I have permanently self excluded everywhere, including Jackpot party/Slots Magic and have no other active accounts. Jackpot party was my favourite and when tempted to gamble the one site I returned to. I have had problems with them continuing to email me, including emailing me when the sites switched to ask me to open a new account although I was permanently self excluded and I have received marketing emails since. The emails seemed to stop but then restart again too.

The 'limitations' referred to by Krystal in her reply below were the permanent lifetime exclusion with no reopening option, with clearly stated gambling issues. I was continually blocked from reopening and told it was not possible as I had a permanent exclusion - until this time when they actually agreed and asked me to complete a short quiz about gambling habits and then reopened it quite easily after a short wait period. I was surprised and asked to check, as I had thought I might be self excluded at other skill on net sites, which I am sure I am. I was so depressed and low that I didn't actually care at the time. I do feel the site completely failed to uphold the permanent exclusion in place and should bear the responsibility for this - if I had won lots of money I am sure I would not have been paid due to a permanent exclusion having been put in place. Krystal however seems to imply that there is a different license (though before this always still meant I could not play). Weirdly, they made me open a whole new account with a different email address (I was instructed by email to do this and create a whole new account so did, despite feeling a bit concerned about it seeming like another duplicate account). I wonder now if this was because the old one was permanently self excluded and so could not be reactivated??

I have requested copies of my previous chats/emails but the agent on chat could not authorise this and this request has been passed to management and Krystal has also now referred it to management too. I was told yesterday management were not available, or during the weekend so now need to wait for their response.

I am not assuming I will receive anything but do believe there must be some case to reclaim my deposits since presumably all winnings would have been invalid too? I fully agree with all the comments about quitting gambling and have already taken steps to completely stop access to it and money as I am unable to do so responsibly.

Also, I am female not male just for the record!

Hi xxxxxxxx

I have now had time to investigate

There were limitations set on your JackpotParty account before you moved over to us and started playing on our License. Because of this, when you asked us to remove them so that you could play again, we followed procedure with a test and the appropriate cooling off period . You then informed us you still wished to proceed so we opened your account.

The procedure we followed was in full compliance with our UK license so you have no claim.
I am sorry for your troubles right now but unfortunately we cannot refund your losses.

Krystal

OK, by your version of things they were complicit in encouraging and aiding you to open a new account with different details to get past the RG security/checks.
You would need the chat to prove this.
If so under eCogra rules your bets should be voided and stakes returned, win or lose.

IF Slots Magic did that it's completely wrong. You need some proof though.

cncas2123 · May 30, 2015

dunover said:
OK, by your version of things they were complicit in encouraging and aiding you to open a new account with different details to get past the RG security/checks.
You would need the chat to prove this.
If so under eCogra rules your bets should be voided and stakes returned, win or lose.

IF Slots Magic did that it's completely wrong. You need some proof though.

And its also pretty appalling if they at any stage emailed you to encourage reopening your account or opening a new account. If that is the case they should be reported to the UKGC, I would have thought it would be a licensing condition to adhere to RG terms.

tinaj · May 30, 2015

Hi - I have had an email from the customer support manager, and above is my reply. I would welcome advice from members for the next steps as I do intend to pursue this all the way. The 'limitation' that they continue to vaguely mention is the PERMANENT LIFETIME EXCLUSION DUE TO GAMBLING ISSUES and this is the one reason that they should never have reopened it.

Dear xxxxxxxxxx

Thanks for your email.

However, I would like to ask for clarification as to the 'limitation' you refer to. I had specifically requested a permanent lifetime exclusion due to gambling issues which were clearly stated, with no reopening option. I believe your records also show this. Please can you explain why this was not applied this time on 11th May 2015 when I had made previous requests to have an account at Slots Magic which were correctly denied due to the permanent exclusion being in place?

I also received marketing material encouraging me to open an account at Slots Magic and continued marketing material since excluding permanently.

I believe you have breached your UK licence terms in firstky reopening a permanently excluded account and in continuing to send marketing material during the period of my previous exclusion, and additionally in instructing me to open an account in a different email address to get around the permanent exclusion. I do intend to pursue this to the furthest extent to recoup my wrongly accepted deposits. I would prefer to resolve this directly with the casino and therefore ask you to please explain again why a permanent self exclusion due to gambling issues has been reversed by Slots Magic and to return the deposits that should not have been accepted as I am a permanently excluded player.

Thank you in advance for your reply.

Dear xxxxxxxxxxx

I hope my email finds you well.

I am the Customer Support Manager for SlotsMagic.co.uk and I was very sorry to read about your situation.

Your request was brought to my attention by my colleagues in relation to your recent account closure and I wanted to personally address and clarify the issue with you.

I have thoroughly checked in our database and indeed we noticed a limitation on your account while you were playing at JackpotParty before the migration took place. Following the migration, consequently your account was moved to our UK license and until 11th May 2015 the account was indeed closed. On this date you requested to re-open it again.

As a precaution and in compliance with our UK Licensing requirements, you were kindly asked to go through an assessment test, wait 72 hours and then go through another 24-hour cooling off period.

At SlotsMagic.co.uk, such procedures are taken very seriously and it is only after successfully establishing these positive actions by the player that we can consider the reopening of an account.

What I can also confirm is that upon receiving your account closure request on Friday, May 29, 2015, we immediately placed the necessary restrictions on your account preventing future deposits and further temptation including promotional material.

I would also like to point out that we work together with some organisations that dedicate themselves to give counseling and assistance on gambling issues. You may contact any of the following:

Gamblers Anonymous

National Council on Problem Gambling

GamCare

Helping Hand/IGC

Gambling Therapy Helpline

You can find more information on our Responsible Gaming pages by clicking here.

xxxxxxxxxx, as I can totally understand your position, I would highly recommend that you seek assistance with the organisations above as this is ultimately the best course of action.

Lastly, with regards to your refund request, we will have to respectfully decline it, due to the fact that the procedure we followed was in full compliance with our UK license as previously mentioned.

Thank you in advance for your understanding in this matter and we apologize for any inconvenience this may cause.

Best regards,

xxxxxxxxxxxxxxx

Customer Support Manager
www.slotsmagic.co.uk
Tel no:0203 150 0852

EGO · May 30, 2015

I am dismayed to read private correspondence we have with you appearing in open Forum.

We will not discuss this here anymore because we are limited as to what we can disclose about this issue in public.
Whereas you can say what you want in order to inflame the situation and perhaps get forum members to somehow influence the outcome without knowing the full facts

As proof of this you are selectively using some of our replies and not others.

At 13.30 pm today i offered you 2 options in my PM reply to you when you told me you strongly disagreed with our decision , and i quote ..
''Ok well if you strongly disagree you have a number of options, one being to raise a PAB through the Forum or raise a complaint with eCogra''

So as final request from our side we urge you to do either of these 2 things or even both first thing in the morning.

Krystal

tinaj said:
Hi - I have had an email from the customer support manager, and above is my reply. I would welcome advice from members for the next steps as I do intend to pursue this all the way. The 'limitation' that they continue to vaguely mention is the PERMANENT LIFETIME EXCLUSION DUE TO GAMBLING ISSUES and this is the one reason that they should never have reopened it.

Dear xxxxxxxxxx

Thanks for your email.

However, I would like to ask for clarification as to the 'limitation' you refer to. I had specifically requested a permanent lifetime exclusion due to gambling issues which were clearly stated, with no reopening option. I believe your records also show this. Please can you explain why this was not applied this time on 11th May 2015 when I had made previous requests to have an account at Slots Magic which were correctly denied due to the permanent exclusion being in place?

I also received marketing material encouraging me to open an account at Slots Magic and continued marketing material since excluding permanently.

I believe you have breached your UK licence terms in firstky reopening a permanently excluded account and in continuing to send marketing material during the period of my previous exclusion, and additionally in instructing me to open an account in a different email address to get around the permanent exclusion. I do intend to pursue this to the furthest extent to recoup my wrongly accepted deposits. I would prefer to resolve this directly with the casino and therefore ask you to please explain again why a permanent self exclusion due to gambling issues has been reversed by Slots Magic and to return the deposits that should not have been accepted as I am a permanently excluded player.

Thank you in advance for your reply.

Dear xxxxxxxxxxx

I hope my email finds you well.

I am the Customer Support Manager for SlotsMagic.co.uk and I was very sorry to read about your situation.

Your request was brought to my attention by my colleagues in relation to your recent account closure and I wanted to personally address and clarify the issue with you.

I have thoroughly checked in our database and indeed we noticed a limitation on your account while you were playing at JackpotParty before the migration took place. Following the migration, consequently your account was moved to our UK license and until 11th May 2015 the account was indeed closed. On this date you requested to re-open it again.

As a precaution and in compliance with our UK Licensing requirements, you were kindly asked to go through an assessment test, wait 72 hours and then go through another 24-hour cooling off period.

At SlotsMagic.co.uk, such procedures are taken very seriously and it is only after successfully establishing these positive actions by the player that we can consider the reopening of an account.

What I can also confirm is that upon receiving your account closure request on Friday, May 29, 2015, we immediately placed the necessary restrictions on your account preventing future deposits and further temptation including promotional material.

I would also like to point out that we work together with some organisations that dedicate themselves to give counseling and assistance on gambling issues. You may contact any of the following:

Gamblers Anonymous

National Council on Problem Gambling

GamCare

Helping Hand/IGC

Gambling Therapy Helpline

You can find more information on our Responsible Gaming pages by clicking here.

xxxxxxxxxx, as I can totally understand your position, I would highly recommend that you seek assistance with the organisations above as this is ultimately the best course of action.

Lastly, with regards to your refund request, we will have to respectfully decline it, due to the fact that the procedure we followed was in full compliance with our UK license as previously mentioned.

Thank you in advance for your understanding in this matter and we apologize for any inconvenience this may cause.

Best regards,

xxxxxxxxxxxxxxx

Customer Support Manager
www.slotsmagic.co.uk
Tel no:0203 150 0852

Tirilej · May 30, 2015

I agree with Krystal and I already asked you to file a PAB here.

Please do that or seek help somewhere else. That is fair to the casino too.
We don't know if you are telling the whole truth no matter what you say here.

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