Slot Pony Casino - Player requests a refund after a self-exclusion breach.

Hello!

I received a lot of SMS from casinos from Elmst Limited.

I blocked myself 6 months ago because I have a gambling addiction. They would block me from all of them. I have also notified MGA about my gambling addiction.

I'm sorry I was able to gamble away over 250,000 Swedish kronor.

I want to get all my money back from Elmst limited.

has proof of everything.

Please help me.

my dear

Rebecca

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure request you sent to Slot Pony Casino 6 months ago, along with the casino's response? My email address is veronika.f@casino.guru.
• Could you also specify how long you wanted to be self-excluded for?
• When exactly did you deposit 250,000 SEK into this casino?
• When exactly was your account reopened? Did you request it to be reopened, or was it reopened automatically by the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear rebeccatolieelf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello!

I'll collect everything and get back to you shortly.

thanks in advance

Hello rebeccatolieelf,

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

Have you sent any emails to me yet? I have checked my inbox, and I have not found any messages from you. Please double-check if you typed my email address correctly; it's veronika.f@casino.guru. Thank you for your cooperation.

Dear rebeccatolieelf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru