The player from Austria had encountered issues with Azurslot.com, where he had registered with a typo in his name but had successfully verified his account and made deposits. Later, he discovered that he was cross-platform self-excluded, which resulted in him being blocked from creating a new account despite earlier acceptance. He had requested an investigation into the casino's handling of his account and deposits. We resolved the complaint by clarifying that the casino's self-exclusion policy applied only to individual accounts and did not automatically block players across all affiliated platforms. Since the player had bypassed the self-exclusion system by registering with incorrect information and no funds remained in his account, the casino could not be held liable. Consequently, the complaint was closed without a refund.
AzurSlot Casino - Player’s account closure raises questions after registration.
Unjustified complaint
Amount: €300
AzurSlot Casino
Safety Index:Fresh casinoCase summary
Dear Casino Guru Team,
I would like to file a complaint regarding Azurslot.com.
When I registered at the casino, I made a typing mistake in my name — I accidentally left out one letter. Despite this error, I was able to successfully verify my account. At no point during the verification process was I informed that my name was incorrect or did not match my identification documents.
When I later noticed the mistake, I tried to create a new account with the correct details. However, I was repeatedly blocked from registering. I was informed that I was not allowed to create a new account because I had previously been self-excluded from another casino, and that this exclusion was cross-platform.
What I do not understand is the following: If there was an active cross-platform exclusion, how was I able to register at Azurslot, verify my account, and deposit money without any issues? I was never blocked during registration, verification, or deposits due to my exclusion status or the incorrect spelling of my name. The system should have either prevented me from opening an account or at least notified me. Instead, I was allowed to continue playing and losing money.
When I contacted the casino about this issue, they stated that they had done everything correctly and that they could not refund my deposited funds.
In my opinion, this indicates a system failure. If there was indeed an active exclusion, I should not have been able to open an account or make deposits in the first place. It is not fair that I was allowed to lose money, but now no responsibility is being taken.
I kindly ask you to investigate this matter
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Dear Vss18,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you no longer have access to your account at AzurSlot Casino?
- Could you please clarify what name have you entered during the registration process?
- Could you kindly confirm the name of the casino where you requested a self-exclusion?
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,
Attila
Dear Player,
Thank you for your response. You mentioned that you requested a self-exclusion from AzurSlot Casino. Could you kindly provide the specific date of your request? Additionally, could you kindly confirm when you lost access to your account?
Thank you in advance for your cooperation.
Thank you for your response.
I did not request a self-exclusion from AzurSlot.
When I noticed that my name was written incorrectly during registration, I tried to create a new account using my correctly spelled name. However, I immediately received a message saying that I was not allowed to create an account with that name.
This surprised me because I had previously been able to register and even successfully verify my account using the incorrectly spelled name. I submitted my identification documents, and the casino approved my verification. After that, I was able to deposit money and continue playing without any restrictions.
When I noticed the mistake, I contacted the AzurSlot support team to clarify the issue. Shortly afterwards, my account was blocked, and since March 2, 2026, I have no longer had access to my account.
Therefore, I do not understand why I was able to open an account, complete verification, and deposit money if apparently I should not have been able to create an account with my correct name in the first place.
Kind regards
Dear Vss18,
Thank you for your response. I would appreciate your willingness to clarify your situation. In your previous correspondence, you mentioned that you had requested a self-exclusion specifically from AzurSlot Casino. However, you also indicated that you have a cross-platform self-exclusion that encompasses the entire group of which AzurSlot Casino is a part. Now, you have stated that you have not submitted a self-exclusion request. Could you please help us understand this situation more clearly?
Furthermore, I would like to know if the reason you were permitted to create an account at AzurSlot Casino could be related to a misspelling of your name, which may have hindered the casino's ability to identify you as a self-excluded player.
Additionally, as per the email from the casino that you attached to your message, it appears that there was no outstanding balance in your account at the time you lost access. Could you please confirm whether there were any remaining funds when you lost access?
Thank you for your patience and cooperation.
Translation
Thank you for your message.
I would like to explain the situation in more detail:
I have been excluded from the entire DAMA group of companies since September of last year. However, at the time of my registration at AzurSlot Casino, I was unaware that this casino also belongs to this group.
Furthermore, I accidentally misspelled my name when creating my account. This allowed me to open an account despite a cross-platform self-exclusion policy.
I was subsequently able to fully register, play, and successfully complete the verification process (including ID and photo). Throughout the entire process, I was never blocked or informed that my self-exclusion prevented me from creating, verifying, or playing an account.
I only noticed my typo in my name later. When I then tried to create a new account with my correct information, I was told that this wasn't possible. That's when I realized that AzurSlot Casino belongs to the same group of companies from which I'm already banned.
At the time the account was blocked, there was no longer any credit balance in my account.
However, since I was able to play despite actively self-excluding, I request a full refund of all my deposits.
I hope this information helps you understand the situation better. Please feel free to contact me if you have any further questions.
Best regards
Dear Vss18,
Thank you for your reply. I apologize, but we wont be able to further help you with this complaint. I have reviewed the casino's Responsible Gaming Policy and this is what I found:
Self-Exclusion by Request
If you feel the need to take a more decisive approach to managing your gambling activities, you have the option to deactivate your account for an indefinite period. To accomplish this, send an email with your request to support@azurslot.com. When you join the casino's self-exclusion list, you won't be able to log in, add money to your account, withdraw funds, or play games.
Unfortunately, it is not stated that all accounts held at other casino's operated by the same company will be automatically blocked or self-excluded. Although I get your point of view, we have a strict policy when it comes to addressing complaints about group self-exclusions. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.
Further, as you have bypassed the casino's database of self-excluded players by providing inaccurate information during the registration process, the casino cannot be held liable for the creation of your account.
Given that you have confirmed your lack of access to your account and that no funds have been withheld by the casino, we regret to inform you that there is unfortunately little we can do in this situation.
Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
