Slim King Casino - Player’s self-exclusion request was not honored.

I contacted SlimKing on 7 August 2026 and explicitly requested self-exclusion because I was experiencing serious gambling difficulties. I clearly asked for my account to be stopped and for me to be prevented from continuing to deposit and gamble.

SlimKing acknowledged my request and stated that it was being reviewed. However, I was subsequently informed that my account was still open. Despite my self-exclusion request and my repeated concerns, I was able to continue depositing and gambling.

I made significant deposits on 11 and 12 August 2026 after my self-exclusion request. I have preserved screenshots showing the relevant communications, including the timing of my request and SlimKing’s responses, as well as screenshots of the deposits.

SlimKing has refused my reimbursement request of approximately €1,920, relying mainly on Sections 6.6 and 6.6.2 of its Refund Policy, which state that funds used for wagering cannot be refunded.

My complaint is not simply about normal gambling losses. I am asking Casino Guru to review whether SlimKing handled my self-exclusion request appropriately, whether my account should have remained open after the request, and whether the deposits and losses incurred after SlimKing was notified of my gambling problem should be reconsidered.

I have attached a complete evidence dossier containing the relevant emails, screenshots and transaction history.

I would appreciate an independent review of the chronology and of SlimKing’s handling of my self-exclusion request.

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.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communications?

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

Hello Tomas,

Thank you for getting back to me.

To answer your questions:

My SlimKing account is currently not accessible to me. The account was closed/deleted by SlimKing.

I have not unsubscribed from the casino’s marketing communications. I continued receiving marketing/promotional communications from SlimKing even after my self-exclusion requests and during the relevant period.

Please let me know if you need any further information or documentation. I am happy to provide anything necessary to assist with the review of my complaint.

Best regards,

Sophie

My SlimKing account is currently no longer accessible. It was eventually deleted by SlimKing on 13 August 2026 at approximately 16:01.

I would also like to clarify that this closure occurred only after my repeated requests for immediate and permanent self-exclusion.

Hi Tomas, I would like to add one important clarification regarding my case.

My email of 7 August was not a standard account closure request. It was an explicit request for immediate self-exclusion due to my gambling addiction.

Importantly, my request was sent at 07:28 on 7 August. I then received a direct response from Jennifer, SlimKing’s VIP Manager, at 08:54 the same morning, only 1 hour and 26 minutes later. Her email was sent specifically to congratulate me on my recent winnings. This shows that there was direct communication from SlimKing that morning, after my self-exclusion request had already been submitted.

After receiving Jennifer’s email at 08:54 on 7 August congratulating me on my recent winnings, I replied directly to her email and submitted a second request, explicitly asking for my account to be closed immediately. I did this to make absolutely sure that my self-exclusion request was clearly understood and that my account would be closed without further delay.

When I realised that my account was still active, I followed up twice on 10 August, once in the morning and again in the afternoon. I did this intentionally because I genuinely wanted the self-exclusion to be implemented immediately.

During those conversations, I clearly explained to the agents that this was urgent and necessary, and that I needed every possible measure to be put in place so that I could no longer deposit or gamble.

I am also not asking for a refund of every deposit made immediately after my first email. I am only disputing the deposits made on 11 first at 18:30 PM and 12 August, after my self-exclusion request, after my two follow-ups, and while my account remained fully accessible.

My point is not that the casino had to process my request instantly. My point is that, by the time of those deposits, the casino had already received my original self-exclusion request, my two follow-up requests, and had been clearly informed of my gambling addiction and the urgency of preventing further deposits.

I respectfully ask that these circumstances be taken into account when assessing what constituted a reasonable timeframe in this case

One additional point I would like to clarify: after reviewing all of my bank statements and transaction records, I have identified a total of €2,040 in deposits made on 11 and 12 August, which are the deposits I am disputing. I am not requesting a refund for my earlier deposits.

I also reviewed SlimKing’s own Responsible Gambling terms. They explicitly state that, following a self-exclusion request, the account will be closed within 24 hours.

This is particularly relevant because my initial self-exclusion request was made on 7 August, and SlimKing subsequently confirmed that it had been received and registered. I then followed up twice on 10 August and explicitly asked for my deposits to be blocked while my account was being closed.

Even if the 24-hour period were calculated from my second follow-up on 10 August at approximately 16:05, the first disputed deposit was made on 11 August at approximately 18:30, more than 24 hours later. All of the €2,040 I am disputing concerns deposits made on 11 and 12 August.

I have screenshots of SlimKing’s own terms showing this 24-hour timeframe, as well as the contact information they provide for self-exclusion requests. I cannot upload these screenshots here, but I can forward them to you by email if necessary.

I also have the complete history of my communications with SlimKing, including all of my self-exclusion requests, follow-ups, chats, emails, and the relevant bank statements supporting the €2,040 amount.

I believe these additional elements are important when assessing whether the timeframe was reasonable in this case, particularly given that the disputed deposits occurred after the 24-hour period stated in SlimKing’s own information.

Thank you for taking these additional elements into consideration.

Dear Sophie3330,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

I would also like to add this screenshot of SlimKing’s Terms, which states that self-exclusion requests are processed within 24 hours. I believe this is directly relevant to the timeline of my complaint

Hello Sophie3330, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Slim King 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.

Hello Matej and Sophie 3330.

Thank you for reaching out and for inviting us to participate in the review of this case.

We are currently reviewing the details of this complaint. As part of our standard process, the player is required to complete account verification before we can proceed further — this is a required step on our end.

We have already sent a verification request to the player by email, requesting the necessary KYC documents due to her complaint. S

Sophie please submit these documents. Once verification is completed, we will be able to provide you with further details regarding this matter.

Thank you for your patience and cooperation.

Kind regards,

SlimKing Casino support team

Hello,

I have sent all the requested documents directly to Slimking, including my identity card, driving licence, both bank cards used, my bank statements for July and early August, my police fine, and my Luminus utility bill.

I have also provided the additional information regarding my current address.

Please let me know if anything else is required.

Kind regards,

Sophie

Dear Slim King Casino, since the original self-exclusion request has been lodged on 7th August, could you please let me know why the request has not been processed? Also, if you could e-mail me (matej.l@caisno.guru) player's cashier history showing both deposits and withdrawals since 7th August until now, that would be very helpful. Thank you.

Dear Matej and Sophie,

Thank you for your patience.

First of all, I want to inform you that the player has now been successfully verified. We are currently reviewing the details of the correspondence with our agents regarding the self-exclusion request and the timeline raised.

Regarding your request for the player's cashier history, we will check what information we can share internally by email, as it contains account-level financial data that we are only able to share directly with Casino Guru rather than in this public thread.

We appreciate your patience while we complete this review and will come back to you as soon as possible with further details.

Kind regards,

SlimKing Casino Support Team

Thank you for the confirmation, dear Slim King Casino. As mentioned before, any sensitive information can be e-mailed to me directly (matej.l@caisno.guru) for internal review.

Hi everyone,

I’m starting to feel that this case is taking quite a long time now. It has been almost a month since I opened the complaint, and I’m really hoping we can finally get some concrete progress soon.

Matej requested the bank statements on August 31, and I provided everything requested. Since then, there hasn’t been any update, and with the deadline approaching, I’m getting a little frustrated and anxious about the situation.

I really hope we can get an update or, ideally, a concrete proposal soon. 🙏

Thank you for your help.

Dear Matej and Sophie,

Thank you for your patience while we reviewed the account history and correspondence in detail.

Regarding the timeline: the player's first account closure request was submitted on 27 July, in which gambling-related concerns were mentioned. Following this, we can confirm that the player continued to use her account, including requesting deposit limits, which were set accordingly. During this period, the player also had withdrawals totaling €6,671.00.

Having reviewed the full circumstances of this case, including the player's account history, the deposit limit requests, the withdrawals made, and the communications on both sides, we would like to offer €300.00 as a gesture of goodwill regarding the deposits made on 11–12 August.

We are not in a position to offer a higher amount, as the account activity during the broader period from 27 July in question included active play, withdrawals, and player-managed adjustments such as deposit limit requests, indicating ongoing engagement with the account beyond the specific dates now being disputed.

Please let us know your decision so we can proceed accordingly.

Kind regards,

SlimKing Casino Support Team

Hi Matej,

I honestly have to say that I’m very disappointed and quite upset by SlimKing’s €300 offer. After waiting for almost a month and providing all the requested information and bank statements, I was really hoping that we were finally getting close to a fair resolution.

I also want to clarify that the request from July 27 was cancelled by me. I continued playing afterwards, and my complaint specifically concerns my self-exclusion request from August 7 and the deposits made on August 11–12, after I had explicitly asked to be excluded because of my gambling problems.

I’m honestly struggling with this situation because I was hoping that, after everything I provided, there would finally be a meaningful resolution.

I would really appreciate your opinion on SlimKing’s offer and whether you think there is still room to negotiate a fairer amount.

Thank you, Matej.

I

have now contacted SlimKing directly to request the chat history relating to the cancellation of my July 27 self-exclusion request. Unfortunately, SlimKing refused to provide or confirm the content of the chat and referred me to their VIP support team.

This means that I currently cannot provide the original chat transcript proving the cancellation, because I no longer have access to it. However, I believe this should not automatically lead to the assumption that the July 27 request remained active until August 7.

More importantly, the events following July 27 are consistent with the fact that the account remained active: I continued to use the account and subsequently made a completely new self-exclusion request on August 7.

The August 7 request was explicit and unequivocal: I stated that I was struggling with gambling addiction, requested immediate and permanent closure, asked not to have the account reopened and explicitly requested that no promotional offers be sent to me.

When the account still remained open, I followed up again, including on August 10, before the disputed deposits occurred on August 11 and 12.

For this reason, I respectfully ask that the August 7 request be assessed as the specific self-exclusion request underlying my complaint, rather than treating the July 27 request and the August 7 request as one continuous request.

I would like to thank both sides for further details. Dear Sophie3330, I can't propose a fair resolution unless I can see all the necessary details and evidence. Hopefully I can obtain the information from the casino shortly, and be able to bring this issue to a successful resolution. I understand this is extremely frustrating experience for yourself, therefore I will ask for a little bit more patience for the time being. Thank you.

Dear Slim King Casino, to be able to review the complaint in full, I would like to ask you to e-mail me (matej.l@casino.guru) the following:

• original self-exclusion message received on 27th July
• information about the date when the account has been closed
• whether the account is still closed and for how long
• whether the account has been reopened in the meantime and why
• cashier history showing both deposits and withdrawals from 27/07 until now

No sensitive data will be forwarded or shared and are intended for internal investigation only. Thank you for your understanding and cooperation.

Dear SlimKing,

Regarding your reference to my account-closure request of 27 July 2026, I would like to clarify that this request was subsequently cancelled by me through your customer support.

The cancellation took place before my new self-exclusion request of 7 August 2026.

I therefore ask SlimKing to provide the complete customer support chat history from 1 August 2026, including the conversation in which I requested the cancellation of my previous account-closure request and the response provided by your support team.

This information is important because the 27 July request is currently being relied upon in your assessment of my complaint and in your €300 offer.

I would ask that this evidence be provided to Matej so that the status of my 27 July request can be objectively established and distinguished from my new self-exclusion request of 7 August 2026.

Thank you

For now I have everything needed from the player, and am still waiting for evidence and statement from the casino.