Slots Gallery Casino - Igrački račun ostaje otvoren, a isplate otkazuju se.

I am writing to file a formal complaint against the online casino SlotsGallery. In summary, the casino refused to close my account upon my request, instead continued to solicit me with bonuses, and then confirmed my withdrawal requests only to cancel or stall several them. Below is a timeline of events demonstrating this behavior, followed by the resolution I am seeking.

Nov 22 – Account Closure Request: I contacted SlotsGallery support to close my account immediately. The support agent acknowledged my request but refused to close the account, leaving it active against my wishes.

Nov 28 – Early Dec – Ongoing Promotions Despite Request: In the days after my closure request, SlotsGallery kept sending me promotional emails urging me to play. The casino was clearly ignoring my request and enticing me to continue gambling with bonuses and VIP rewards.

Nov 28 & 29 – Withdrawals Approved then Canceled: On Nov 28 and 29, I requested withdrawals of NOK 30,000 and NOK 56,000 (roughly €8,000 in total winnings). Both times, I received an email confirming that my cashout was approved (subject: "Your cashout is successful!"). However, the casino later canceled both withdrawals. I received no payout at all – the funds were simply returned to my casino balance without explanation. This meant I never actually got my winnings, and I ended up gambling that money back due to the casino’s actions.

Dec 1 – Third Withdrawal Stalled: I made a third withdrawal request on Dec 1, and again received an approval email. This time the withdrawal remained in a pending state for days and was never paid out. Once again, I was left without the funds that had been promised to me.

Failure to Block Deposits: Throughout this period, I repeatedly asked SlotsGallery to remove my saved payment card details and block further deposits (since I wanted the account closed). They did not comply. My card remained on file and I was still able to deposit money, which made it easy to keep gambling despite my attempts to stop.

Dec 6 – Account Still Not Closed: As of Dec 6, after multiple demands, my account remains open and active. I have received no confirmation of closure or any indication that my requests have been honored.

Unethical Conduct Summary

SlotsGallery’s behavior in this case has been highly unethical and problematic:

Ignored Self-Exclusion: The casino ignored my account closure / self-exclusion requests and failed to implement basic responsible gambling measures (my account stayed open and deposits were not blocked).

Pushed Me to Continue Gambling: They encouraged continued play with constant bonus offers and VIP cashback offers even after I tried to stop gambling.

Canceled My Winnings: They approved then canceled several withdrawals, preventing me from cashing out and ultimately causing me to lose those funds.

Requested Resolution

I am seeking a fair resolution that addresses the losses caused by SlotsGallery’s failure to close my account:

Refund of Deposits After Nov 22, 2025: Refund all deposits I made after November 22, 2025 (the date of my initial closure request), minus any withdrawals that were actually paid out to me. This would return the net amount I lost from the point when my account should have been closed. This is the disputed amount of 3175.15 euro.

Account Closure and No Contact: Permanently close my SlotsGallery account as originally requested and remove my contact from all marketing/promotional lists (no further emails or offers).

To be clear, I am not asking for the random canceled withdrawal winnings after November 22. I am asking to recover the deposits I never should have been allowed to continue losing after my closure request.

Thank you for your attention to this matter. I ask CasinoGuru to assist in holding SlotsGallery accountable and ensuring that the requested remedy is provided. I am available to supply any additional information (approx. 50 e-mails), and I hope for a prompt and fair resolution so that I can put this experience behind me.

Summary of Key Violations by SlotsGallery:

1. Ignoring Written Accusations of Misconduct: The casino never responded to my direct claims about cancelling winnings.

2. Ignoring Six Separate Closure Requests (e-mail & chat): Despite multiple clear demands, my account was never closed. This is the most serious and provable failure.

3. Sending Bonuses During Closure Requests: Promotions continued after my closure requests — a violation of responsible gambling standards in nearly every jurisdiction.

4. Inventing Fake Narratives to Stall Payouts: Excuses like "finance department delay over the weekend" were used to create a false sense of progress while blocking my withdrawals.

5. Exploiting the VIP System to Pressure Play: The VIP perks and cashback were used as tools to keep me gambling, even after I made clear I wanted to stop.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear refw,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

Hi Katarina,

Thanks for opening the case.

Reason for closing: I requested closure because I needed to stop gambling (loss of control / escalating harm). This was not a casual "close it for now" request. I expected the operator to act responsibly: close/lock the account, stop marketing, and stop enabling deposits.

Why the closure vs. self-exclusion distinction doesn’t change the core issue: Regardless of terminology, I clearly and repeatedly instructed SlotsGallery to permanently close my account (11 times) and stop enabling play. Instead, they kept the account open, continued sending bonuses/VIP promotions, and responded with retention language rather than actually closing it, over and over again.

As requested, I’m forwarding clear documentation showing my repeated closure requests and the casino’s responses/behavior. I can provide the full set of documentation if needed, around 50 mails of communication.

For transparency in the case (visible to all parties), I’m sending the following evidence first per e-mail to you:

A) Proof of my closure request + failure to act

Close account.eml (Nov 22, 2025 – my first written request to permanently close the account)

Re_ Close account_1.eml ("Don’t be in a hurry to close your account.")

Re_ Close account new.eml (closure demand repeated / account still open)

Re_ Close account new 2.eml (casino claims "first time receiving" closure request — contradicted by the Nov 22 email)

B) Proof they kept marketing me after I tried to stop

You've got a bonus.eml (Nov 28 promotional email after my closure request)

You have received a VIP bonus!.eml (VIP promotion during the same period)

C) Proof their own support acknowledged poor handling

Screenshot_2025-12-05 (Dec 5 chat screenshot)

Thank you for accepting the case, I hope for a fair resolution.

Dear refw,

thank you for your email.

I have carefully reviewed the communication you shared with us. Unfortunately, I was unable to find any message in which a self-exclusion request was submitted.

Could you please try to locate the self-exclusion request and send it directly to my email at [email protected]? Once the email has been sent, kindly let me know in this thread so I can confirm its receipt.

Additionally, could you please let me know the date of your most recent deposit?

Thank you for your cooperation, and I look forward to your response.

Katarina

Hi Katarina,

Thanks for your reply.

From my side this is very simple: I have asked SlotsGallery to close my account many times, and always with the same clear message – that I want the account closed and I need to stop.

In my emails I have written things such as:

"I want to permanently close my account."

"Why haven’t you closed the account yet?"

"I have asked you several times now to close it permanently."

These were not "please delete my profile for cosmetic reasons" messages. They were sent because I was losing control and wanted the gambling to stop. The operator knew exactly what I meant and still chose to keep my account open, keep my card active, and keep sending me bonuses and VIP promotions.

To answer your question clearly:

I have requested closure at least 9 times by email (same ‘Close account’ threads, following up again and again when nothing was done).

I have requested closure twice via live chat (one of them is the 5 December chat where the agent admits I deserved better treatment).

So even if I didn’t use the exact internal word "self-exclusion", the intention and content of my messages were crystal clear: close the account and stop me from playing. From a player’s perspective, that is self-exclusion. Expecting me to know and use your technical term while ignoring plain-language closure requests is not reasonable.

As you requested, I am sending you the following as proof:

Close account.eml – 22 Nov 2025, first permanent closure request

Re_ Close account.eml

Re_ Close account_1.eml

Re_ Close account_2.eml

Re_ Close account_3.eml

Re_ Close account_4.eml

Re_ Close account_5.eml

Re_ Close account new.eml

Re_ Close account new 2.eml

My last deposit was on 5 December 2025.

Please confirm receipt of these files and continue with the assessment based on what they actually did after being repeatedly told to close my account.

Dear Katarina,

We sincerely apologize for the delay in our response.

We would like to inform you that the player’s account has been closed, and there were no mentions of gambling addiction, loss of control, or responsible gambling concerns in his communications with us.

The account was closed on December 11, and all marketing communications were fully discontinued.

We hope for your understanding.

Best Regards,

Slotsgallery Team

I want to be very clear about what SlotsGallery is now claiming and why it doesn’t stand up to even basic scrutiny.

The casino writes that there were "no mentions of gambling addiction, loss of control, or responsible gambling concerns" in my communication with them.

That is a very convenient way to dodge the real issue:

I repeatedly wrote to them that I wanted to permanently close my account.

I asked, more than once: "Why haven’t you closed the account yet?"

Their own reply to me literally included: "Don’t be in a hurry to close your account."

You don’t send "Don’t be in a hurry to close your account" to a player unless that player is asking you to close the account. That one sentence alone destroys the idea that there was no closure request or no concern from my side.

Expecting an ordinary player to use precise internal jargon like "self-exclusion" while ignoring multiple written requests to permanently close the account and stop is not responsible behavior. From a player’s perspective, telling the casino "close my account permanently" and "I have asked you several times now to close it" is exactly how you ask to be stopped.

The facts are:

I requested closure multiple times by email and in chat with quite strong anguage.

The account was only closed on 11 December, after weeks of this.

During that time, the casino kept the account fully usable, continued to send me bonuses and VIP offers, and allowed further deposits.

My last deposit was on 5 December 2025, well after my first closure request on 22 November.

So yes, the account is now finally closed. That does not change what happened between 22 November and 11 December, which is the period this complaint is about:

the operator’s refusal to act on repeated permanent closure requests, ongoing marketing, and the resulting loss of €3,175.15 in deposits that should never have been accepted in the first place.

I trust Casino Guru will look at what was actually written in the e-mails and how the casino actually behaved, rather than whether I used their preferred internal wording.

Dear Slotsgallery Casino,

thank you for your message and update.

Dear refw,

thank you for your message.

However I have not received any email with self exclusions. Could you please resend it? My email address is [email protected].

• Would you consider yourself to be a vulnerable player?
• Do you feel that gambling is increasingly occupying your thoughts or becoming difficult to disengage from?
• Would you define yourself as someone who may be experiencing a gambling problem?

Looking forward to your reply,

Katarina

Hi Katarina,

I have sent you these emails several times, so I’m honestly concerned that we’re stuck on a technical word instead of looking at what I actually wrote and what actually happened.

To be absolutely clear:

There is no separate "self-exclusion email" with a magic subject line. What I sent – multiple times – were messages saying things like:

"I want to permanently close my account."

"Why haven’t you closed the account yet?"

"I have asked you several times now to close it permanently."

From a normal player’s perspective, that is a self-exclusion request. I am not supposed to know internal terminology; I did exactly what a vulnerable player is told to do: I contacted the casino and told them to close the account and stop.

You can find examples i:

Close account.eml (22 November 2025) – first permanent closure request

Several "Re_ Close account…" follow-ups where I ask why the account is still open and repeat the request.

To answer your questions directly:

Would I consider myself a vulnerable player in this context? Yes.

Was gambling increasingly occupying my thoughts / becoming hard to disengage from? Yes, that is exactly why I kept asking them to close the account and stop enabling play.

Would I define this as a gambling problem in that period? Yes.

And that is why this case matters. Between 22 November and 5 December, after clear written requests to permanently close the account, the casino:

kept the account open, continued to send me bonuses and VIP offers,left deposits fully enabled,

And I lost €3,175.15 in deposits that should never have been accepted if they had acted responsibly when I first asked them to close it.

Please confirm once you have located and opened the emails so we can move forward based on the content of those messages, not just the absence of one specific word.

Hello refw,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear refw,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, we were unable to find any reference to a gambling addiction in your initial communication. Unfortunately, this omission limits our ability to assist you with the recovery of the funds in question.

Due to the high volume of emails received daily by the casino—many of which are processed manually—a self-exclusion request that does not explicitly state a gambling-related issue may be inadvertently overlooked.

For future self-exclusion requests, transparency is essential. Please ensure that you clearly state the reason for requesting account deactivation, specify the desired self-exclusion period, and include a subject line that is clear and easily recognizable. Marking the request visibly will significantly increase the likelihood of it being processed promptly.

Regrettably, as the gambling problem was not clearly communicated to casino support at the time of your request, we are concerned that we are unable to provide further assistance with this matter.

Additionally, we strongly recommend reviewing the resources available in our Responsible Gambling Guide, which can be found here:

https://casino.guru/responsible-gambling-guide

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Best regards,

Katarina