OneSlot Casino - 플레이어의 계정 폐쇄 절차가 효과적이지 않았습니다.

Dear Casino Guru Team,

I hope this message finds you well. I’m reaching out to share my recent experience with this casino and to seek your advice or assistance.

Due to my gambling addiction, I attempted to close my account using the "cooldown" function, which stated that my account would be locked for 24 hours and that I would receive an email afterward to proceed with either temporarily or permanently closing my account. Initially, I received the first email and began the process. My account was locked for 24 hours as expected. However, after the 24 hours had passed, I didn’t receive any follow-up email to continue the procedure.

As a result, I logged in again and tried to use the cooldown function once more. After another 24 hours of waiting for the follow-up email, I still received nothing, despite checking my spam folder as well. Unfortunately, during this time, due to my gambling addiction, I accessed my account and ended up losing €50.

When I contacted customer support about this issue, they insisted that the follow-up email had been sent, but I never received it. To make matters worse, the only resolution they offered was sending me a link via chat to close my account. I refrained from using the link because I wanted to file this formal complaint first.

I strongly feel that this situation demonstrates a lack of commitment to responsible gaming on the part of the casino, as the process to close accounts for those struggling with gambling addiction appears flawed and ineffective. Given the circumstances, I kindly request a refund for the €50 I lost during this time and hope the casino takes more effective steps to support responsible gaming practices.

Thank you for your time and understanding. I look forward to your guidance on this matter.

Dear Mardock,

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

Please understand we believe requesting a self-exclusion due to gambling problems is the best tool in your situation.

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

• Have you informed the casino of your gambling problem?
• Is your casino account accessible to you? Can you log in?
• Could you please share with me your communication with the casino supporting your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hi, and thank you for your response. After informing them that I had filed a complaint with Casino Guru, they proceeded to close my account and stated that my request had been forwarded to the risk team. This seems unusual to me, as they were able to close the account immediately, yet initially insisted that I go through the cooldown process. In any case, I am now unable to log in to my account.

I have sent you the chat history via email, Tomas.

Dear Player and Casino Guru Team,

At OneSlot, we uphold the highest standards of responsible gaming and take every measure to ensure our players have full control over their gaming activities. We deeply regret that the player in question feels dissatisfied with their experience, and we would like to clarify the situation based on our system records.  

Our self-exclusion and cooldown processes are fully automated to ensure transparency and efficiency. When a player initiates a cooldown request, they receive an immediate confirmation email containing a link to finalize the request. Upon clicking this link, their account is locked for 24 hours, preventing any access, deposits, or gameplay. After this period, a second email is automatically sent to allow the player to proceed with a longer or permanent self-exclusion if desired.  

In this case:  

1. The player initiated a cooldown request on January 24, 2025, at 11:51:41 PM and confirmed it at 11:52:04 PM, successfully locking their account for 24 hours.
2. As per our automated system, the follow-up email for extended self-exclusion was sent on January 25, 2025, at 11:53:38 PM.  
3. Upon reviewing our records, we confirm that the confirmation email was automatically sent, yet the player did not set their self-exclusion duration nor took any further action. As a result, when the 24-hour cooldown period expired, the player's account was reactivated.  
4. During this time, the player did not contact our customer support team or did not report any issues regarding their self-exclusion process. Then, on January 28, 2025, three days after, the player proceeded to make 2 separate deposits totaling €50 (25€ + 25€) and subsequently lost the funds.
5. The player never reached out to us regarding the self-exclusion confirmation email until after experiencing an unfortunate gaming session on January 28, 2025. Only after this loss did the player contact live support, claiming they had not received the second confirmation email and requesting a refund. Our support team checked system logs and confirmed the email had been successfully delivered.
6. Despite this, the player continued to insist that they never received the email. To assist further, our team manually provided a confirmation link via live chat, allowing them to immediately self-exclude permanently. However, instead of confirming their self-exclusion, the player refused to complete the process and attempted to pressure our team into issuing a refund.  
7. Despite the player's refusal to act on the provided confirmation link, their account was manually and permanently closed within minutes of their complaint regarding a gambling issue. Since the account was closed due to a betting-related dispute, we have taken the necessary technical measures to ensure that the player will not be able to open an account in our casino or any other brand affiliated with our company in the future.  

While we understand the challenges associated with gambling addiction, we must emphasize that our responsible gaming tools functioned as intended, and our system confirms the follow-up email was sent. We also provided the player with an immediate account closure link via live chat when they reached out to our support team, ensuring they could take action immediately. Despite this, they chose to delay their self-exclusion process.

As responsible gaming is a core value at OneSlot, we do not issue refunds for losses incurred after a player willingly resumes gameplay following an expired cooldown period. Attempting to claim a refund based on system errors—when our logs confirm otherwise—raises concerns about potential abuse of our responsible gaming policies.

However, as a gesture of goodwill, we have decided to take initiative in this specific case and issue a full refund for these two transactions, as the total lost amount is not significant. This refund is being granted strictly as an exception and should not be considered a standard policy.

We have processed a full refund of €50 for the two transactions made on January 28, 2025. The player can expect the funds to be automatically credited back to their bank/credit card account within 0-7 business days.

We remain committed to responsible gaming and will continue improving our processes to support players in managing their gaming behavior.

Best regards,

OneSlot Team

Dear OneSlot Team,

Thank you for your response and for the goodwill gesture of refunding the two transactions. I appreciate your initiative in resolving this matter.

However, I would like to clarify that I initially submitted a cooldown request on January 22 (I have the confirmation email available if needed). Since I did not receive a follow-up email to proceed with account closure, I submitted another cooldown request on January 25. Unfortunately, I still did not receive any follow-up email, despite thoroughly checking my inbox and spam folders. While the casino's system may indicate that the email was sent, I regret to inform you that I did not receive it on my end.

Additionally, regarding the refund, I would like to inform you that I made the deposits using a virtual Skrill card. Please let me know if the refund will be processed back to Skrill, or if I need to provide my physical card details for the transaction.

I appreciate your time and assistance in ensuring a smooth resolution. Looking forward to your guidance on the refund process.

Dear Player,

We appreciate your patience and the opportunity to address this matter with a fair resolution.

As for the refund, we would like to confirm that the funds have been successfully processed back to your Skrill virtual card. No additional action is required from your side. The refund request has been submitted to our payment provider, and the processing time typically ranges between 0-7 business days, depending on your bank or payment institution.

Additionally, for full transparency, we have provided proof of the refund to Casino Guru’s moderation team via email. You can expect to receive the funds in the shortest possible time.

Should you have any further questions, feel free to reach out. ✌️

Best regards,

OneSlot Team

Thanks to both parties for their cooperation.

Dear Mardock,

Kindly confirm that the refund reached your Skill account.

Hello. I haven't received anything yet. I will keep you inform if something changes.

It has now been 7 business days since my refund request was approved, yet I have not received the funds

Dear Mardock,

We’re sorry to hear that you have not yet received the refund.

After reviewing the transaction, we can confirm that the refund has been successfully processed on our end and should have reached your account. As the process is automatic, there are no issues from our side.

For further details, we recommend reaching out to your bank, as they may have additional information regarding the status of the funds.

Additionally, we have forwarded more screenshots and relevant details regarding this transaction to Tomas via email for further review.

If there’s anything else we can assist you with, please don’t hesitate to let us know.

Best regards,

OneSlot Team

Dear OneSlot,

Thank you for your response and for looking into this matter.

Could you please confirm the exact details of the refund transaction, including the date, amount, and the last four digits of the Skrill virtual card it was sent to?

I have contacted Skrill, and they mentioned that refunds to virtual cards are not always processed successfully. In case the refund was rejected or not received, would it be possible to send the funds back to my Skrill wallet instead?

Looking forward to your reply.

Dear Mardock,

We have sent the details of your refund transaction, including the relevant information, via email for your reference. Additionally, we have also shared the same details with Tomas for further review.

Since the refund has been successfully processed on our end, we kindly recommend reaching out to your bank or Skrill for further clarification regarding the transaction. Unfortunately, as the refunds was completed successfully from our side, there are no additional actions we can take at this point.

Please check the proofs provided in the email for more details, and let us know if you need any further assistance.

Best regards,

OneSlot Team

Thanks to both parties for the continuous updates.

Dear Mardock,

Please let us know when your refund reaches your bank account or about any obstacles in the way.

Thank you for your response and for the details regarding the refund.

I have been in touch with Skrill, and they have informed me that they are unable to issue a refund on behalf of a merchant, such as the casino, to a virtual card. Essentially, the refund must be processed by the casino directly.

Since the refund to the virtual card may not have been successfully processed, could you please try issuing the refund to my Skrill wallet instead? This way, I can ensure that the funds are received.

I appreciate your attention to this matter and look forward to your response.

That's the response from skrill:

"Thank you for reaching out, Dimitrios!

Based on the case issue you’ve selected, here are some tips which might help:

Transfers from other websites are usually instant – you should receive the money as soon as the merchant confirms the transaction.

Some merchants need technical time to instruct a payment, so please check with them about the status of your payment. If it is completed but you still haven’t received your money, ask the merchant for the transaction ID, and get back to us so we can locate it within the Skrill system. To get in touch with us, click the button ‘No, keep case open’ at the bottom of the email.

Still haven’t received your money?

Before you contact us or the sender, make sure that:

• you’ve provided the correct email address/phone number. If you still haven’t added it to your Skrill account, you can do so from section Settings > Personal details (available on web only). Learn more
• the details registered on the merchant website match the ones in your Skrill account. Contact the merchant directly to find out how you can update your details on their website, if necessary.
• your account is fully set-up. If you’ve just registered and don’t see the full Dashboard in your account, click on any of the available tabs and follow the on-screen instructions. You’ll have 14 days to complete the process, after which the payment will be automatically cancelled and returned to the sender. Learn more
• your account is verified. While verification is not a must for receiving money, there are certain transaction limits for unverified customers. If you’ve reached your limits, you won’t be able to receive your payment. Go to section Settings > Verification to check your verification status. To receive your payment, click 'Verify to receive it' and follow the instructions - learn more here.

Are there any fees?

Receiving money is free of charge, unless currency conversion is involved – in such cases, a fee of up to 4.49% will be applied before you receive the respective amount."

All the bullets cases are ok.

Could you please share your transaction history from Skrill confirming no refund was received? Send the information to my email at [email protected]

Hello Tomas. I sent you the transaction history.

Thank you very much, Mardock, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected])  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Mardock,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

A week has passed since your last reply. Could you update me on the status of the refund?

Hello Michal, nothing has changed. I have already sent a request to skrill support since 13 of February to tell me if there is something with the refund from their side, but i haven't got any replies yet.

Skrill's support team has closed my ticket with the following response. For your reference, I had already provided them with details of my transactions, including the refund transaction IDs that Oneslot Casino sent me.

"Dear Dimitrios P*****. Thank you for contacting the Skrill Help Team. 

First of all, we would like to apologize for the late response, due to a high number of contacts. We thank you for your patience and understanding.

Transfers within the Skrill system are instant. You should receive the funds as soon as the merchant instructs the payment. However, merchants send funds from their sites at their own pace. To find out how long it will take, please check with the merchant.

Additionally, please contact the merchant and advise them that the payment needs to be reversed and they should not create a new transaction as that wont be successfully processed. 

Once they initiate a refund of the original transaction that would show as a pending transaction in your account history. 

We hope you find this information useful.

Kind regards,

Maria-Magdalena

Skrill Help Team"

Dear Mardock,

It has been 5 days since your last reply, are there any new developments in your case? Did you receive your payment? If not, we will try to figure out where the issue lies.

Hello Michal. Nope.. Still the same unfortunately

Dear OneSlot Casino,

Could you share the details of the refund transaction with me? Please, send everything relevant to [email protected].

Dear Player and Casino Guru Team,

We appreciate your continued support in this matter.

As previously shared with Tomas, we confirm that the refunds were successfully processed on 30/01/2025. We have now forwarded the transaction details to you for full transparency.

Additionally, we have received confirmation from our payment provider that the transactions were completed. Below are the transaction IDs for reference:

🔹 Transaction ID: 10dba2c7-1c9d-43a7-8558-be741d64c62a

🔹 ARN: 505613233791

🔹 Transaction ID: 12522a9e-63f4-4de2-bafa-2985bdf6bbd1

🔹 ARN: 505613271998

To resolve this, we strongly advise the player to share these ARNs (Acquirer Reference Numbers) with Skrill’s support team, as they can use them to track the transactions and provide further clarification.

Since the refund has been fully processed on our end, any additional inquiries should be directed to Skrill.

However, we remain available should any further assistance be required.

Best regards,

OneSlot Team

Dear Mardock,

Please proceed according to the casino's advice, which is to provide the Skrill support team with the ARNs. We will be waiting for your updates.

Dear Mardock,

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.

I appreciate the response from the casino and the efforts made in providing transaction details. However, despite the confirmation that the refund was processed, the funds have not been credited to my Skrill account.

I have already reached out to Skrill’s support team, but unfortunately, they were unable to assist me in resolving the issue. While I understand that the casino considers the matter closed on its end, I find it disappointing that a simple transaction cannot be properly verified or followed through to ensure that the player actually receives the funds.

At this point, I won’t pursue the matter further for 50 euros, and I will wait to see if Skrill or Casino Guru provides any further updates. However, I believe it’s important for other players to be aware of this experience, as it highlights a lack of proactive support from the casino in ensuring a smooth resolution.

Thank you for your time.

Dear Mardock,

Just to confirm, would you be able to provide me with the last 4 numbers of the card that you are expecting the refund to? So I can compare it to the proof of payment I've received from the casino. Although not sensitive, the information will be set to private in the thread for your convenience.

it's 6411

Dear Mardock,

Can you tell me if there were any updates regarding the transaction? Also, was there any more communication between you and Skrill besides the email that you shared here in the thread? If so, could you share it with me? Please send everything to [email protected].

Hello Michael,

Thank you for your response. It has now been two months since I initially raised the issue regarding my refund. I have decided not to pursue this matter any further, so please proceed with closing the ticket.

However, I believe this case serves as a reminder to other players of the lack of professionalism demonstrated by the casino in handling a straightforward refund request.

Dear everyone,

Since the player chose not to pursue the matter further, I will now be closing this complaint. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.