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I have made multiple requests to self-exclude and permanently close my account due to problem gambling. I initially reached out via online chat and was instructed to send an email. Since then, I have sent emails on June 24, July 16, July 17, and August 7 to support@slotspalace.com, and most recently on August 7 to both support@slotspalace.com and vip@slotspalace.com.

Despite these repeated requests, I have not received a single response. Even more concerning, after most of my emails requesting account closure, I have instead received a bonus added to my account within days. This pattern is not only inappropriate, it is predatory and exploitative of someone actively seeking help for a gambling problem.

I would like my account be permanently closed and that I be self-excluded indefinitely from their platform.

Can you help me with this, as they have been unresponsive?

Hello,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise 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 still accessible to you, I would recommend that you send another self-exclusion 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 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."

Please send another email to support@slotspalace.com (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

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

My account is still accessible. I just logged in to test it.

I have followed up several times and have not received a response. And when I tried to follow up via their chat, I was redirected to send an email.

I have made a deposit within the past 2 weeks. I also have access to make a deposit now.

I am happy to send another request. I will copy you, and will include the thread of previous requests.

Thank you

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello rj0583, 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.

I’d like to invite a representative of SlotsPalace 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.

Dear Matej,

Could you please review the evidence we have provided via email?

Kindly note that the player's account has permanently close.

If you have any further questions, please do not hesitate to contact us.

Kind Regards,

Slotspalace Casino Team

I have requested further details, as the evidence provided was insufficient. I will post an update once I hear back. Thank you.

Dear Matej,

We have sent you an email regarding the matter. Please check it at your earliest convenience.

Best regards,

Slotspalace Casino Team

Thank you, SlotsPalace Casino, for the message.

Dear rj0583, according to the screenshots provided by the casino, they have not registered an e-mail request from yourself about self-exclusion. As per your evidence, the only e-mail sent to the casino with self-exclusion request is from the 7th August. However, I was unable to locate any further requests. Can you please confirm whether you have sent more self-exclusion requests, or at least inquired with the live chat about the status of the original one?

If you have more evidence that has not been presented yet, please let me know. You can even send it to me via e-mail at matej.l@casino.guru. Otherwise, since the account has now been closed, there is not much else to deal with. Thank you.

I will forward all emails sent to the casino. There have been several requests made.

No problem, as long as they mention gambling addiction or at least something very similar. My address is matej.l@casino.guru.

Dear rj0583,

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,
Matej
Casino.Guru