SlotsPalace Casino - Zahtev igrača za samoisključenje se ne obrađuje.

Dear Casino Guru,

I am filing a formal complaint against Slots Palace Casino for failing to process my self-exclusion request in accordance with their responsible gambling obligations and Curaçao eGaming regulations. Their repeated negligence directly contributed to continued gambling against my will and resulted in financial harm.

Self-exclusion first requested: March 1, 2025

Still not processed as of: May 1, 2025

Timeline of Events:

March 1, 2025: I sent a clear self-exclusion request via email:

"I want to be self-excluded please. I play too much money."

Less than 30 minutes later, they asked me to confirm. I confirmed immediately.

→ According to industry standards and Curaçao eGaming policy, a self-exclusion request should be processed within 24 hours, especially once confirmed.

→ Despite my clear confirmation, nothing happened.

March 5: I followed up:

"Hello I want to be self-excluded please. I waste too much money…"

→ No answer.

March 14: I followed up again:

"Can you please exclude me? I’ve been asking many times. On your site you say you’ll do it in 24 hours… please just do it. Don’t send me the email to know if I’m sure, yes I am. Proceed."

→ Still no answer.

March 20: Another follow-up:

"…..answer please. That’s a shame."

→ No reply.

March 21: I received a response stating they had no native speaker available (strange, as I was always communicating in English), and asking for the reason I wanted to exclude.

I replied:

"I’m spending too much money."

→ They again asked for confirmation, even though I had already clearly confirmed twice.

I confirmed again. Nothing happened.

March 26: I wrote again:

"Come on…"

→ No response.

April 23: I finally received a reply — nearly two months later — not to exclude me, but offering me a bonus instead.

→ I accepted, because I am a gambling addict and was vulnerable — which makes their action even more unethical.

→ They never sent the bonus, and my account still was not closed.

Formal Complaint Sent to Casino (April 26, 2025)

I sent a formal complaint to Slots Palace on April 26, clearly outlining all of the above, with the subject:

"Urgent Action Required: Formal Complaint Regarding Self-Exclusion Request, Delay in Processing, and Refund Request"

I requested:

• Immediate and permanent self-exclusion
• A refund of the $345 deposited after March 1, 2025 — the date my confirmed exclusion should have been implemented

I gave them 24 hours to respond. They ignored it.

On April 30, after 96 hours, I followed up again, giving them an additional 24 hours, and warning I would escalate to complaint platforms like Casino Guru and regulatory bodies. I have still received no response.

Curaçao eGaming Self-Exclusion Policy (Cited)

According to Curaçao eGaming guidelines and industry best practices, casinos must implement self-exclusion requests within 24 hours of receiving a clear and confirmed request. Slots Palace violated this obligation:

• I confirmed my request 3 separate times
• I was ignored for nearly two months
• I was offered a bonus instead of protection
• No responsible gambling protocol was followed
• I was financially harmed due to this negligence

Resolution I Am Seeking:

• A full refund of the $345 deposited between March 1 and now — this was spent after my confirmed exclusion request
• Immediate and permanent closure of my account
• Accountability for the irresponsible and dangerous delay in handling my self-exclusion

Thank you for reviewing this case.

Sincerely,

Kellie 

Dear kelliel,

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

Please note that the casino operates under a valid license from Anjouan Gaming.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino about suffering from gambling addiction recently or in the past?
• Is your account accessible, or was it blocked?
• Have you unsubscribed from the casino's marketing communication?

I would recommend that you send another request, but this time, include me in the copy of your email.

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 SlotsPalace 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 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."

Please send another email to support@slotspalace.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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

Dear Tomas,

Thank you for your reply and for taking the time to investigate my complaint.

To clarify:

• On March 1, I sent a request to self-exclude, stating: "Hello, I want to be self excluded please. I play too much money."The casino responded the same day, asking me to confirm, which I did. Despite this, no action was taken, and my account remained open and fully accessible. It should be close since that day.
• My account is still open today, even after that clear self-exclusion request a few times and confirmation. That's why I'm asking the refund.
• I do not appear to be subscribed to marketing communications, though that’s not the core issue. The problem is the failure to act on a confirmed self-exclusion request.

Given that self-exclusion is a critical responsible gambling measure, I strongly believe the casino had a duty to act immediately upon confirmation — and to prevent further deposits and play. I sincerely hope this can be addressed fairly.

I'm sending again a request with you in CC.

Thank you again for your support.

Best regards,

Kellie

Before you reject my complaint because I "did not mention addiction" I would like to say that nowhere under the Responsible Gaming section of the casino it says that you need to mention that you have a problem to be self exclude. They only write to send an email and they will close it in 24 hours. That's exactly what I did.

https://slotspalace.com/ca/responsible-gaming

Thanks for your replies.

We can ask the casino for a refund on your behalf only if you informed the casino about your gambling problems. We believe the casino has an obligation to protect you after you inform them. Without this crucial evidence, we might not proceed.

Did the casino close your account after your self-exclusion request was sent on May 2nd?

Please let me know.

They asked for confirmation on May 5, which I gave them, as always, and it now seem to be close.

Can you please show me the part on their Responsible gaming section where they state that you have to mention the "addiction" in order for the self-exclusion to be valid? Because I don't find it.

It seems to be a "false law" that is not written nowhere. How can we know that we need to say that if it's not instructed in their own policy? Real question here. I want to understand.

I saw in many policy that when someone ask for self exclusion they don't need to mention that and from the moment it is asked, all the deposit made after must be refunded. Even more after confirming the request! Which they asked me on March 1.

So what is the truth, the policy written by regulator or an invisible law written nowhere?

Please don't just rejected the case, and show me something.

Thank you

You raise a fair point.

This is a criterion based on which we evaluate our ability to help players with a refund. Please keep in mind that online casinos are not obligated to refund funds that were spent and lost, and if you don't inform the casino of your gambling problems, you are in control and responsible for any losses. We, however, extend our help and argue that the casino shouldn't allow players who inform the casino about suffering from gambling problems to be allowed to play. If such protection fails, and the player can prove the protection should have been in place, we believe the player is eligible for a refund of even the lost funds.

I am sorry, but almost no casino will mention in the responsible section that the player needs to mention a gambling problem, and it's not a basis on which we determine whether we will ask the casino for a refund or not.

Since you confirmed the casino closed your account, the complaint will now be closed. Please do not hesitate to contact us if you run into issues with any online casino in the future.