The player from Germany had been attempting to close her Soltexo account since February, but the closure had not been completed. She continued to receive promotional emails despite having requested removal from promotions and felt frustrated about not receiving the promised bonus. She sought assistance in closing her account and retrieving her funds. The issue was resolved with the account being marked as closed, but the player's request for a refund of her deposits was denied due to the lack of evidence for a self-exclusion related to a gambling problem.
Slotexo Casino - Player’s account closure is delayed.
Closed
Our verdict
Unjustified complaint
Amount: €3,910
Slotexo Casino
Safety Index:Above averageCase summary
Discussion
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10 months ago
Translation
Ladies and Gentlemen
I have been trying to close my Soltexo account since February.
According to your website, this should be possible within 24 hours. Well, more than 24 hours have passed since February, and of course, as you wish, you continued to deposit. At one point, it was said that the account was closed, but that wasn't the case.
Furthermore, I have tried several times in the chat to remove myself from the promotions, but I still receive emails.
And finally, you don't even get the bonus you signed up for (200 free spins for a €75 deposit) because, despite registering, you have to get the promotion approved again in the chat. What kind of nonsense is that?
I hope you can help me get my money back and finally close my account and those of my partner casinos.
Thank you!
Automatic translation:
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10 months ago
Dear Schafi1986,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? If you sent any other account closure requests please forward them to me. My email address is [email protected].
Thank you very much in advance.
Best regards,
Kristina
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10 months ago
Translation
I have sent you further correspondence by email.
Apparently, Slotexo has now closed the account. However, the refund of the deposits made is still pending.
They admit that they reopened the account due to a technical error.
I am also happy to discuss a compromise payment.
Thank you!
Kind regards
Automatic translation:
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10 months ago
Thank you for your emails, fabianhsv98. I reviewed them all but I am afraid we won't be able to assist you in this matter. The self-exclusion request in which the player stated the gambling problem is the essential evidence that all players must provide in order for us to proceed with a case as failed self-exclusion. Since you didn't request account closure due to a gambling problem and your account has already been closed, there is not much more we can do and we don't think you are entitled to a refund.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
