Slot Mafia Casino - Igrački nalog ostaje aktivan uprkos zahtevu za samoisključenje.

Hello, I desperately need help. This all started Feb 15th i had won some money and I was able to cash out $4500. I had $6000 more to cash out but I was told I reached my weekly limit and I could make another withdrawal on Feb 20th. That was all fine but I have a serious gambling problem and I really wanted to just cash out then self exclude. So I emailed support asking to take a game break on Feb 15th because I wanted to not gamble away my winnings while waiting for my next cashout date and stated i have a serious gambling problem. After 5 days of several emails, I even contacted the live chat several times asking for help because I have a serious gambling problem and was told they have many emails and they will get back to me when its my turn. It has been impossible. Anyways I have lost my $6000 in winnings and deposited and lost another $8000 in this time period. After I lost my winnings I then requested to be self excluded even telling them im going to file a complaint and request to be reimbursed for my losses but my account is still active. I really struggle with this problem, I was really trying to avoid this whole situation. Im hoping to get this resolved fast.

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Dear Charliejoe1234,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronika

I have forwarded you the requested emails,

Thank you

Hello Veronika

I will give a bit more detail. I sent my first email on Feb 15th asking if my account could be disabled until Feb 20th so I would not gamble away my winnings. The subject on the email was "Account Question" then I thought maybe i should change the subject line to" Account Question Game Break" so on the same day Feb 15th i sent 2 emails. On Feb 16th I still did not hear back so I forwarded the emails i sent Feb 15th adding that i have a serious gambling problem and have already lost $2000 and to please help so Feb 16th email had no response. Feb 17th i forwarded all of the emails I sent starting from Feb 15 again requesting help with no response. On Feb 18 I looked up slot mafia complaint email hoping to find another way to contact them because in between all the emails I sent I was also on the live chat expressing that I have a serious gambling problem and have been reaching out for help for days by email with no response, I was told they cant help me to contact support by email. Anyway I found another email address which is support@slot-mafia.net, so Feb 18th i sent an email to this address hoping to maybe get a response seeing as all other attempts had failed. Then Feb 18th later in the day the VIP reached out I sent that email to you. I responded but her response was delayed and her email did not really address the issue or resolve my issue at all. I sent another email but by the end of the day Feb 19th I had lost $14,000. Finally Feb 20th VIP responded that my account was closed. Thank you so much

Hello Charliejoe1234,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Charliejoe1234

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Charliejoe1234,

I am sorry to hear about your troubles, I am Martin and I will be taking care of your complaint from now on. Before inviting the casino into the conversation, please clarify what was the reason you have specifically said you do not wish to be self-excluded on 15th of February. Were you worried your winnings would be voided or is there a different reason? Is there any communication with the casino from before your first request to have a break?

Hello Martin

What happened is i had won some money, I was able to cash out $3500 and I had another $6000 to cash out but I had reached the weekly limit. Now I will admit I have a problem with gambling so I wanted to have my account locked for a week to take a game break because I was going to cash out my winnings and then self exclude. I went on the chat and explained my situation telling them I have a problem and they told me to email support. I had already done that with no reply. I sent 4 emails and contacted live chat several times and I told them I have a serious issue. It took 5 days to get any help unfortunately in that time I lost all my winnings and over those days I deposited almost $8000. So initially my many requests for a game break were ignored after I explained by email and chat the serious issues I have. After I had lost all the money my request to be self excluded was acknowledged in a day or 2. I really tried to reach out for help to avoid this whole situation but it seemed impossible.

Dear Charliejoe1234,

thank you for explaining the situations in detail, I understand this situation must have been difficult for you. I will now invite a casino representative into the discussion.

Dear casino representative,

could you please check the case and explain the casino's point of view? Additionally, is it possible for you to provide us with the player's full deposit history?

Thank you in advance for providing us with your view of the issue.

Hello Martin,

Thank you for your message.

We have sent you additional information and the requested documents regarding this case by email to assist with the review. Please let us know if anything further is required from our side.