SlotsPalace Casino - Igrački račun nije zatvoren kako je traženo.

Dear Sir/Madam,

On October 14, 2025, at 13:57, I sent an email to your support team clearly requesting that my account be permanently closed due to gambling addiction:

"I want to close my account permanent because I am addicted."

In response, on October 14, 2025, at 14:09, I received an email suggesting that I take a temporary break of 2, 4, 6, or 8 weeks and providing links to external support organizations. My explicit request for permanent closure was not immediately honored, and I was instead offered an alternative option.

Due to this negligence, I was not immediately excluded and continued to deposit and gamble between October 26, 2025, 01:38 and November 18, 2025, 23:34, with a total amount of €334.

I believe Slotspalace Casino has failed in its responsibility regarding Responsible Gambling and customer protection. My request for permanent self-exclusion was clear, and urgent action was required. The delay directly contributed to further gambling losses.

I therefore urgently request that you:

Fully refund the total amount of €334.

Immediately close the account permanently to prevent further harm.

Provide written confirmation of these actions.

All relevant screenshots of correspondence and transactions can be found in the attached files.

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.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you responded to the email you received from the casino after you requested to be self-excluded? Did you confirm your decision to close your account?

Have you passed the full KYC verification?

Have you sent any subsequent account closure requests after October 14?

When exactly was your account closed?

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,

Veronika

Hello Veronika,

Thank you for your message.

To clarify:

I did not reply to the email I received from Slots Casino after requesting self-exclusion.

I was never asked to complete a full KYC verification.

After October 14, I did send another request to close my account (yesterday).

Instead of closing my account, the casino offered me another cool-off period, which I did not ask for.

My account is still not closed, even though I have repeatedly requested permanent closure.

I hope this information helps, and thank you for assisting me with this issue.

Please forward me the most recent communications between you and the casino regarding your self-exclusion requests at veronika.f@casino.guru. Also, kindly specify if you are still able to access your account. If the casino closed it in the meantime, please state when exactly. I appreciate your patience and cooperation.

Hello Veronika,

I would like to clarify the situation, because the casino clearly acted incorrectly in handling my self-exclusion request.

On 14 October at 13:57, I explicitly informed the casino that I am addicted to gambling and that I want my account to be permanently closed. Despite this, the casino responded on 14 October at 14:09 by offering me a cool-off period. This should not have happened, as a cool-off option is not appropriate when a player clearly states they have a gambling addiction and requests permanent self-exclusion.

Because I felt ignored, I did not reply to that message. I still had full access to my account until 18 November. On 18 November at 23:42, I answered the previous email again and repeated that I have decided to close my account. Instead of processing this properly, the casino once again offered me a cool-off period on 19 November at 14:01.

This shows that despite my clear statements regarding addiction and my repeated request for permanent closure, the casino failed to act according to responsible gambling standards.

I am attaching all screenshots of the communication as requested.

If you need anything further, please let me know.

Thank you for the explanation. Please note that when a casino responds by asking you to confirm your decision to close your account or suggests taking a break, it’s important to reply to their email so the account closure process can continue without interruption.

How many deposits have been made since October 14? Did you continue playing immediately after receiving the casino’s email?

Have you confirmed your decision to close your account after the casino contacted you again on November 19?

I made 18 deposits between October 26 and November 18, with a total amount of €334.

I did not reply to their last email, including the one they sent on November 19. I had already clearly stated that I am addicted, that I do not want to play anymore, and that I want a permanent closure of my account. Offering me a temporary break is the worst option they could suggest in this situation.

I only continued gambling later after my self-exclusion request, because my account was still open even though I had already asked for it to be closed permanently.

Just to make sure: You requested to be self-excluded on October 14. Then you did not repeat your account closure requests until November 18, but you continued playing. Can you please confirm if this is correct?

Is your account currently closed? Have you responded to the email sent by the casino on November 19?

Yes, that is correct.

No, my account is not currently closed.

No, I have not responded to the email sent on November 19.

Dear m.li07

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,

Veronika

Hello m.li07, nice to meet you again!

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. From the screenshots posted by yourself, it seems like you have never finished the self-exclsion process, and that is the reason why your account is still open.

Despite sending the request to the wrong e-mail address (Responsible gambling page states such requests are to be sent to the support team at support@slotspalace.com), I am happy to see the casino reacted and started to process your self-exclusion nevertheless.

If you read the e-mail in its entirety, you can see that below the cool-off period offer, you have been given an option to self-exclude:

If you wish to proceed with closure we would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process. If you wish to proceed, please, confirm your decision and acknowledgement by replying to this email.

While Casino Guru does not condone balance void out when dealing with self-exclusion cases, if you replied to this message with a simple "Yes" or "Yes, close the account", you would have been self-excluded. And if any balance would have been voided, I would request it to be refunded. Unfortunately, since you did not finish the process, I will not be able to do more than help you to get permanently self-excluded from SlotsPalace Casino.

While we wait for the casino representative to respond, please send a following e-mail to support@slotspalace.com with matej.l@casino.guru in CC:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

Phone number:

"Greetings SlotsPalace Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

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."

This will ensure the casino has all the necessary details to make sure you won't be able to re-register later on, or get your account reopen. Thank you.

I’d like to invite a representative of SlotsPalace Casino to join the conversation as well. Could you please get the player's account closed ASAP, any remaining balance is to be returned to the last payment method used for deposit, and confirm the account will stay closed permanently, with no option for reopening? And if you can also confirm all marketing communication has been stopped, that would be awesome.

Thank you for your patience and cooperation in advance.

Hello everyone,

We would like to confirm that the player’s account at SlotsPalace Casino has now been permanently closed, and the self-exclusion has been successfully applied without any possibility of reopening or re-registration in the future.

Additionally, we confirm that all gambling-related marketing communications have been fully stopped, and the player will no longer receive any promotional or marketing materials from SlotsPalace. Also, there is no remaining balance to be returned to the client.

The account status has been updated accordingly in our system to ensure full compliance with responsible gambling and self-exclusion procedures.

Please let us know if any further clarification or confirmation is required.

Kind regards,

SlotsPalace Casino Team

Dear SlotsPalace Casino, thank you for the prompt confirmation of the account closure. Much appreciated.

Dear m.li07, since the account has now been permanently closed and you will not receive any more marketing messages, I believe this complaint can now be closed. Since previously you have not finished the self-exclusion procedure, I am unable to request any kind of refund on your behalf. Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding.

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Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.