Slotlounge Casino - プレイヤーが自己排除ルール違反後に返金を要求した。

Hello, I lost $2,000 at this casino. I wrote to them to close my account permanently. I wrote to them by email, but they have been ignoring me for the second day. Since they violate the self-exclusion rules, I demand a refund of the money I lost to them.

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.

Dear Giorgipipia1988,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

I wrote to close my account permanently, without recovery. I think this should be clear to them, what do you think? I'm not suicidal because of gambling, I just don't want to deal with this casino. I think they're scammers.

I think I have the right to ask to permanently close my account. Let them call it self-exclusion or self-isolation. My request was clearly deciphered for them, because if I write to delete my account, they will reply that they cannot delete it because they will store my data. What should I write to them if I want to commit suicide? So that they will permanently close my account? By the way, I have used such methods when they become unresponsive and avoid answers, in short, when they do not want to delete the account.

The reason for permanent self-exclusion is that this casino is very bad. It's my fault for not reading reviews and not looking into this casino thoroughly. I lost up to $2,000 with them, I didn't get anything out of nothing, I asked about cashback, they couldn't even explain it to me. They say 15% cashback, but when I read it, it turns out it's just marketing. It's from 4% to 15%. In short, I want to delete them forever because I consider them scammers.

Here's a screenshot where I clearly told them what I want.

Since they do not have a self-exclusion policy, I would like to get my money back. Since this casino is not honest. I think you agree with my opinion.

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

Dear Giorgipipia1988,

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,

Kristina

We’ve reopened this complaint at the request of Giorgipipia1988. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.