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# Formal Complaint – Failure to Enforce Self-Exclusion Request

To Whom It May Concern,

I am submitting this formal complaint regarding SlotNeo's failure to process and enforce my self-exclusion request, despite being clearly informed of my gambling addiction and my urgent request for assistance.

On May 11, 2026, I sent the following email to SlotNeo Support:

Subject: Block

> "I do not understand why you are not closing my account. I have been requesting this for one month. I have lost everything and I continue to sink deeper. Please close my account. This is very urgent."

This email was originally written in French. Its English translation is:

> "I do not understand why you are not closing my account. I have been requesting this for one month. I have lost everything and I continue to sink deeper. Please close my account. This is very urgent."

The message clearly communicated that:

- I wanted my account closed.

- I was experiencing serious gambling problems.

- The request was urgent.

- I had already been requesting closure for approximately one month.

Despite this explicit request, my account remained active.

As evidence, I am providing a screenshot showing that after my self-exclusion request, my SlotNeo account continued to allow gambling activity. The account history shows wagering activity totaling approximately CA$18,830.78.

Had SlotNeo properly processed and enforced my account closure request, these gambling losses would not have occurred.

I believe SlotNeo failed in its responsibility to act on a clear and urgent self-exclusion request from a vulnerable customer experiencing gambling-related harm.

As a result, I am requesting reimbursement of the funds wagered after my self-exclusion request was made and ignored. Based on my records, this amount is approximately CA$15,000.

I respectfully request a full investigation into:

1. Why my self-exclusion request was not processed.

2. Why my account remained active after the request.

3. Why I was allowed to continue depositing and gambling despite clearly informing SlotNeo of my gambling addiction and requesting account closure.

4. The reimbursement of all gambling losses incurred after my self-exclusion request.

The attached evidence includes:

- The email sent to SlotNeo on May 11, 2026 requesting immediate account closure.

- Account activity showing approximately CA$18,830.78 in wagering after the request.

I look forward to your response and a fair resolution of this matter.

Sincerely,

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, including the casino's responses? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@slotneo.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SlotNeo Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello,

I keep sending emails and never receive any meaningful response. The only emails I seem to get are things like, "Hi, we've given you a $100 bonus." That is the extent of the communication I receive from them.

Since May 11, I have been repeatedly requesting that my account be permanently closed. Since that date, I have deposited and lost more than $15,000, yet they have never taken any action to close my account.

I have copied you on the email I just sent them.

This casino has been a complete disaster for me. I have lost everything. Despite my repeated requests, they have refused to close my account and have continued allowing me to gamble.

I want my money back from the moment I first requested the account closure on May 11. They were fully aware of my requests and chose not to act.

Thank you,

Dear Sam1212,

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,

Tomas

Hello Sam1212,

I am truly sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the SlotNeo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to offer us an explanation as to why the account was left opened?

Lastly, would you be willing to provide us with the player's full deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Hello Martin,

Thank you for reaching out. We have just sent an email to martin.l@casino.guru addressing this issue, which includes the requested explanation and the attached screenshots for your review.

Please let us know if you need any further information to proceed with this case.

Best regards,

SlotNeo Casino Representative

Dear casino representative,

thank you for providing us with your view of the matter, I have sent you an additional email.

Dear Sam1212,

thank you for your patience. Could you please clarify, whether you have opened other accounts on this site as well?

Hi Martin,

We have replied to your email.

Best regards,

SlotNeo Casino Representative

Dear casino representative,

thank you for your message, I have responded via email.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sam1212,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin

We’ve reopened this complaint at the request of Sam1212. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear casino representative,

It has come to our attention that the player’s account may still be open despite repeated requests for permanent closure. If this is indeed the case, we aks you to close the account permanently without further delay, in line with the player’s clearly expressed wishes.

If possible, please also provide us with the player's full deposit history. You can send any relevant information to my email martin.l@casino.guru

Hi Martin,

We have replied to your email.

Best regards,

SlotNeo Casino Representative

Dear casino representative,

thank you for your message, I have sent you an email outlining the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sam1212,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin

We’ve reopened this complaint, as we were informed the issue is still far from resolved. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Sam1212,

thank you for providing the additional message.

I am very concerned by the statements you have made regarding your safety. Before we continue with the financial aspect of the complaint, please confirm that you are currently safe. If you believe you may harm yourself, please contact your local emergency services immediately and reach out to someone you trust who can remain with you. Please do not face this situation alone.

We have reopened the complaint and will ask the casino to take immediate protective action. In the meantime, please do not deposit, play, accept bonuses, or cancel any pending withdrawals.

Dear Casino Representative,

this situation now requires urgent attention.

The player has provided a screenshot of an urgent account-closure request dated 15 April 2026, in which he stated that he had no control over his gambling and had attempted to take his own life. We ask you to check your email and responsible-gambling records and confirm whether this message was received and what action was taken.

Additionally, on 9 June, the player sent an explicit permanent self-exclusion request directly to your support address, clearly stating that he was experiencing gambling problems. On 8 July, he repeated the request, disclosed a severe gambling addiction, and included another direct statement concerning suicide. Nevertheless, he currently maintains that his account remains accessible. Could you please confirm or deny this?

If this is the case, please immediately disable all deposits, gameplay, and promotional offers while preserving any remaining balance and withdrawal rights. A self-exclusion should not result in the cancellation or confiscation of legitimate pending withdrawals.

Please also provide a complete deposit, withdrawal, bonus, and gameplay history from 15 April onward, confirmation of what happened to the player’s pending withdrawals and full timeline of the player's account - when it was closed, reopened, etc.

Please let us know your own point of view of the whole issue. Considering the repeated self-exclusion requests and the seriousness of the player’s disclosures, we ask that the protective restriction be applied without further delay. Once the complete financial history is available, we will assess the net losses incurred after the earliest substantiated self-exclusion request.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sam1212,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin