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Hello, this casino has reopened my account even though I stated that I am a gambling addict! I therefore demand that the casino refund the €150 I have lost since my account was reopened! Please help!

Guten Tag, diese Casino hat mein Konto wieder geöffnet obwohl ich angegeben habe dass ich spielsüchtig bin! Ich fordere daher das Casino auf mir die 150€ zurück zu erstatten die ich seit der Wiedereröffnung meines Accounts verloren habe! Bitte um Hilfe!

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with SlotNeo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When exactly did you state your gambling problems to the casino?
• Has the casino reopened your original account or have you registered a new one?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, 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,

Attila

Dear Player,

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.

Hello, i still sent you two E-Mails! Please check!

Dear Player,

Thank you for your response.

Could you kindly forward your original self-exclusion request directly to my email, rather than attaching it as a screenshot?

Additionally, may I ask if you have made any deposits since the casino reopened your account? If so, could you please attach the receipts for those deposits as well?

Furthermore, do you still have access to your account at this time?

Thank you for your cooperation.

Dear Christoph90,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Christoph90. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

Thank you for providing the forwarded evidence. Could you please advise when did the casino reopen your account? Additionally, did they do so upon your request? Have you received any promotional offers from the casino following your self-exclusion?

Thank you in advance for your reply.

The Casino reopened my Account on 1th March 2026! I sent them a E-Mail to close my permanently on 19th February 2026! In the E-Mail i told them to close my Account permanently because im accident to gambling! I sent you the original E-Mail! I got an E-Mail on 1th March 2026 that my Account is reopened thats why i start playing again!

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, Matej (matej.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,

Attila

Hello Christoph90, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of SlotNeo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.