The player from Germany requested the closure of his account due to gambling addiction, but the casino did not respond to multiple emails regarding self-exclusion. He was still able to deposit money despite indicating the urgency of his situation. The Complaints Team was unable to assist further as the player did not respond to inquiries for additional information, which resulted in the rejection of the complaint.
24Slots Casino - Player’s account closure request is delayed.
Amount: €45
24Slots Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
The casino is not responding to my request to close my account or process my self-exclusion of indefinite duration. Two emails to support have gone unanswered.
I can still deposit money even though I clearly mentioned my gambling addiction and the need for prompt action in the email.
Automatic translation:
Public
Public
1 month ago
Dear Marti89,
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 a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
