Slot Mafia Casino - Player's account remains active despite self-exclusion request.

Hello, I desperately need help. This all started Feb 15th i had won some money and I was able to cash out $4500. I had $6000 more to cash out but I was told I reached my weekly limit and I could make another withdrawal on Feb 20th. That was all fine but I have a serious gambling problem and I really wanted to just cash out then self exclude. So I emailed support asking to take a game break on Feb 15th because I wanted to not gamble away my winnings while waiting for my next cashout date and stated i have a serious gambling problem. After 5 days of several emails, I even contacted the live chat several times asking for help because I have a serious gambling problem and was told they have many emails and they will get back to me when its my turn. It has been impossible. Anyways I have lost my $6000 in winnings and deposited and lost another $8000 in this time period. After I lost my winnings I then requested to be self excluded even telling them im going to file a complaint and request to be reimbursed for my losses but my account is still active. I really struggle with this problem, I was really trying to avoid this whole situation. Im hoping to get this resolved fast.

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Dear Charliejoe1234,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronika

I have forwarded you the requested emails,

Thank you

Hello Veronika

I will give a bit more detail. I sent my first email on Feb 15th asking if my account could be disabled until Feb 20th so I would not gamble away my winnings. The subject on the email was "Account Question" then I thought maybe i should change the subject line to" Account Question Game Break" so on the same day Feb 15th i sent 2 emails. On Feb 16th I still did not hear back so I forwarded the emails i sent Feb 15th adding that i have a serious gambling problem and have already lost $2000 and to please help so Feb 16th email had no response. Feb 17th i forwarded all of the emails I sent starting from Feb 15 again requesting help with no response. On Feb 18 I looked up slot mafia complaint email hoping to find another way to contact them because in between all the emails I sent I was also on the live chat expressing that I have a serious gambling problem and have been reaching out for help for days by email with no response, I was told they cant help me to contact support by email. Anyway I found another email address which is support@slot-mafia.net, so Feb 18th i sent an email to this address hoping to maybe get a response seeing as all other attempts had failed. Then Feb 18th later in the day the VIP reached out I sent that email to you. I responded but her response was delayed and her email did not really address the issue or resolve my issue at all. I sent another email but by the end of the day Feb 19th I had lost $14,000. Finally Feb 20th VIP responded that my account was closed. Thank you so much

Hello Charliejoe1234,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Charliejoe1234

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, Martin (martin.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,

Veronika

Dear Charliejoe1234,

I am sorry to hear about your troubles, I am Martin and I will be taking care of your complaint from now on. Before inviting the casino into the conversation, please clarify what was the reason you have specifically said you do not wish to be self-excluded on 15th of February. Were you worried your winnings would be voided or is there a different reason? Is there any communication with the casino from before your first request to have a break?

Hello Martin

What happened is i had won some money, I was able to cash out $3500 and I had another $6000 to cash out but I had reached the weekly limit. Now I will admit I have a problem with gambling so I wanted to have my account locked for a week to take a game break because I was going to cash out my winnings and then self exclude. I went on the chat and explained my situation telling them I have a problem and they told me to email support. I had already done that with no reply. I sent 4 emails and contacted live chat several times and I told them I have a serious issue. It took 5 days to get any help unfortunately in that time I lost all my winnings and over those days I deposited almost $8000. So initially my many requests for a game break were ignored after I explained by email and chat the serious issues I have. After I had lost all the money my request to be self excluded was acknowledged in a day or 2. I really tried to reach out for help to avoid this whole situation but it seemed impossible.

Dear Charliejoe1234,

thank you for explaining the situations in detail, I understand this situation must have been difficult for you. I will now invite a casino representative into the discussion.

Dear casino representative,

could you please check the case and explain the casino's point of view? Additionally, is it possible for you to provide us with the player's full deposit history?

Thank you in advance for providing us with your view of the issue.

Hello Martin,

Thank you for your message.

We have sent you additional information and the requested documents regarding this case by email to assist with the review. Please let us know if anything further is required from our side.

Dear Charliejoe1234,

Thank you for your patience while we carefully reviewed the information provided by both you and the casino.

We understand that you attempted to contact the casino multiple times and that you were experiencing gambling-related difficulties during this period. However, based on the communication from February 15th onwards, the requests were not formulated clearly, and on 15th of February you also stated that you did not wish to proceed with full self-exclusion.

Because of this, the request was not initially treated as a clear self-exclusion request. After discussing the case internally and reviewing the deposit history, we believe that a partial settlement would represent a fair compromise. Based on the verified deposits during the relevant period, we believe the casino should offer a goodwill settlement of C$3,850, which includes all funds deposited the day after your clear expression of gambling addiction on 18th of February.

In case there is any further communication with the casino, showing you have explicitly asked for Self-exclusion, please let me know.

Hi Martin

Thank you so much for your help with my complaint. I just wanted to say that I did state I have a serious problem several times. I was asking for a game break for 5 days with no response even expressing through the chat that I had sent several emails. My issue was I was told If I self exclude I would lose my winnings I was waiting to cash out. I think 5 days with no response of asking for a game break is too long. Thank you

Hello Martin,

Sorry I just wanted to add this email, on Feb 16th I asked if there was anyway I could be self excluded and get my winnings, and that i have a serious gambling problem. It was just impossible to have my account disabled. Im so frustrated here as I really really tried to do the responsible thing to lock myself out until I could cash out and then self exclude. Even in the chat I feel they should have escalated my request as I had asked so many times.

Dear Charliejoe1234,

thank you for your response. Could you please provide me with a message you've received, that insinuated you would lose your funds if you proceeded with self-exclusion? Additionally, can you forward the full message from your latest screenshot to martin.l@casino.guru ?

Hello Martin

I have sent you an email,

Thanks

Dear Charliejoe1234,

thank you for clarifying the matter to us.

Dear casino representative,

thank you for your patience. Does the casino agree with the proposed solution?

Hello Martin,

Apologies for the delayed response and thank you for your patience.

We have replied to your email with our position regarding the proposed resolution. We remain available should you need any further clarification.

Dear casino representative,

thank you for your email, we will be awaiting the processing of the refund.

Dear Charliejoe1234,

please let us know when you receive the refund.

Dear Martin,

Thank you for your support and assistance with this case.

Dear Charliejoe1234,

As agreed, the discussed amount has now been credited to your account balance. Your account has been temporarily placed on suspension, which means that no gameplay activity is currently possible and the balance remains intact for withdrawal purposes only. We kindly invite you to proceed with requesting a withdrawal of the available balance at your convenience. Once the withdrawal is completed, the account will be permanently closed.

Should you require any assistance during this process, our team remains available to help.

Dear casino representative,

thank you for your response and willingness to resolve the issue.

Dear Charliejoe1234,

I am happy to hear some of your funds were refunded. Please let us know once you withdraw them into your account.

Thank you, I have received the funds.

Thank you Martin for helping resolve the issue.

Dear Charliejoe1234,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Slot Mafia Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru