The player from Austria had been attempting to close her online casino account through multiple emails, but the casino was not complying. After the player submitted a complaint to our team, we had explained the difference between account closure and self-exclusion and asked for more details. We had extended the complaint resolution timeframe by 7 days. The player later confirmed that her account had been successfully closed. Consequently, we had marked the complaint as 'resolved'.
Slotimo Casino - Player's request for account closure is ignored.
Resolved
Our verdict
Case closed
Amount: ??
Slotimo Casino
Safety Index:Above averageCase summary
Discussion
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1 year ago
Translation
I've requested closure but they're not doing it, I've already sent many emails explaining why but they're not closing my account! Isn't it my right?
Automatic translation:
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1 year ago
Dear Gluecksmaus,
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 account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].
Thank you very much in advance.
Best regards,
Kristina
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1 year ago
Dear Gluecksmaus,
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.
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1 year ago
Translation
Account already closed, thank you very much
Automatic translation:
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1 year ago
Dear Gluecksmaus,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
