Slot Mafia Casino - Player’s account remains open despite closure requests.

Dear Casino Guru,

I hope this message finds you well. I am writing to formally express my concern regarding the handling of my gambling account with Slot Mafia. Despite my repeated requests to close my account due to my gambling issues, it remains open, and I feel compelled to bring this to your attention.

I have struggled with a gambling problem for some time now, and I have reached out to Slot Mafia multiple times, asking them to close my account. However, I have encountered a troubling pattern where my requests have not only been ignored but I have also been persuaded to keep my account active. This has resulted in significant financial losses, as I have continued to deposit money against my better judgment.

It is distressing to feel that my requests for help and to take control of my situation are not being respected. I believe that responsible gaming practices should be a priority for all casinos, and I feel that Slot Mafia has failed in this regard.

I kindly ask for your assistance in addressing this matter in receiving a refund for my lost deposits. I would appreciate your guidance on how to proceed in ensuring that my account is closed and that I receive the necessary support for my gambling problem.

Thank you for your attention to this serious issue. I look forward to your prompt response.

Sincerely,

Emma

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you informed the casino about your gambling problem?
• Could you please clarify when you first mentioned you suffer from gambling addiction? What was the casino's reaction?
• Can you please clarify the dispute value (NZ$5,000)? Is this the amount you deposited after you requested self-exclusion?

Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your reply. Do I understand correctly that your account is still active?

I think my account is now shut or it’s on a two month time out

How and when did you find out that you lost access to your account? Did you receive any notification or confirmation message from the casino after your account was closed? If you did, please forward it to me (or post it here).

lease see attached 

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Emmaflood,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Slot Mafia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Slot Mafia Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello,

Thank you for your engagement in this matter and for giving us the opportunity to provide our perspective.

We’ve carefully reviewed the case and shared our detailed explanation with Kubo via email for further evaluation.

Dear Slot Mafia Casino,

Thank you for providing additional context and all the requested details regarding the player’s case.

Dear Emmaflood,

First, let me summarize the timeline of events in your case:

• May 31 – You contacted the casino’s support and requested a monthly cool-off period. According to the casino’s records, this was applied the same day.
• June 30 – The cool-off period ended.
• July 2 – You contacted the casino again with two requests: (1) to apply another monthly cool-off period, and (2) to permanently close your account due to a gambling problem. The new cool-off period was applied immediately.
• July 4 – The casino closed your account permanently.
• Deposits – Your last successful deposit was on May 24 for 550 NZD. Attempts to deposit on May 27 and twice on June 30 were unsuccessful.

Based on this information, the casino acted promptly and appropriately to restrict your account access. Cooling-off periods were applied without delay, and once your gambling problem was disclosed, your account was closed promptly.

Your claim for a 5,000 NZD refund has no basis. While I understand you may have believed a retroactive return of deposits was possible, unfortunately, this is not how such cases are handled.

For these reasons, I must respectfully reject your complaint as unjustified.

Additional Help:

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. BetBlocker enables users to block access to thousands of gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• BetBlocker Website

Please note: BetBlocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

If you are struggling with gambling addiction, reaching out to someone and seeking professional help can be a crucial step toward recovery.

Based on your location, here’s a list of Problem Gambling Help Centers near you: [LINK HERE]. These centers offer free or low-cost services, including counseling, 24/7 helplines, and practical advice to help manage gambling behavior. If you feel ready, reaching out to one of these organizations could make a significant difference.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo