Slotimo Casino - Player’s self-exclusion request is ignored.

Hello,

I would like to file a complaint regarding my account with Slotimo and the casino’s failure to implement my self-exclusion request.

On 19 January 2026, I first contacted the casino regarding responsible gambling and asked for assistance in applying limits to my account, including deposit and loss limits, as well as a 30-day cooling-off period. In the same message I clearly stated that if these limits could not be applied, I wanted my account to be self-excluded for at least 6 months.

The response I received did not address my request properly and instead encouraged me to continue playing responsibly.

Because my situation did not improve, on 20 January 2026 I sent a clear and direct request asking for self-exclusion for 5 years and closure of my account.

Despite this clear request, my account remained active.

After my self-exclusion request, the casino continued sending me promotional offers encouraging me to keep gambling. For example:

On 27 January 2026 I received an offer for 40 free spins.

On 31 January 2026 I received another email offering a 10 € bonus.

I replied to these messages multiple times clearly stating that I do not want any bonuses or offers and that my only request is self-exclusion for 5 years.

On 10 February 2026, I sent another formal email again requesting immediate self-exclusion and closure of my account.

Later, on 9 March 2026, I sent yet another email repeating my request for self-exclusion and account closure. Unfortunately, I did not receive any proper response.

Despite all these repeated requests:

my self-exclusion has not been implemented

my account remains active

I continued receiving promotional communications

I am still able to log in and make deposits

Because my account was never properly restricted, I continued gambling and lost approximately 1925 € after my self-exclusion request on 20 January 2026.

As of now, my account is still active and it is still possible to log in and make deposits, which shows that my self-exclusion request has still not been implemented.

I believe this represents a serious failure regarding responsible gambling obligations.

Therefore, I kindly request:

Immediate implementation of my 5-year self-exclusion

A review and refund of the losses (1925 €) that occurred after my self-exclusion request

Confirmation that my account will remain closed and that I will no longer receive any promotional or marketing communications.

I can provide screenshots of all relevant emails and promotional offers as evidence.

Thank you for your assistance.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Self-Exclusion Policy and this is what I have found:

1.1. Self-Exclusion

- You have the option to self-exclude yourself from Slotimo.  

- To self-exclude send an email to customer service at customercare@slotimo.com  

- Please allow us up to 10 business days for actioning self-exclusion requests  

- To revoke a self-exclusion restriction, you may contact Customer Support.  

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.

• Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

Thank you for your message.

Yes, I used the same email address that is registered on my Slotimo account for all communication with the casino.

I confirm that i have passed the KYC verification.

I have sent additional screenshots of my communication with Slotimo to attila.g@casino.guru.

Hello,

I would like to provide an update regarding my complaint.

As of today, my account has finally been closed and self-exclusion has been applied. However, I originally requested self-exclusion on January 20, and the account remained active until now.

During this period, I was able to continue playing and incurred losses of 1925 €. 

Dear Bird1234,

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, Matej (matej.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,

Attila

Hello Bird1234, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Slotimo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

First, we would like to confirm that the player’s account is closed and will remain so.

Please note that when submitting a self-exclusion request, a clear reason must be provided so the relevant team can properly assess any risks.

Following the player’s email, in which the reason was clearly stated, the request was processed.

Kind Regards,

Slotimo Casino

Hello Matej,

Thank you.

I would like to respond to the casino’s statement, because I do not believe it reflects the actual timeline correctly.

The casino states that my request was only processed after I provided a "clear reason" by email. However, I had already clearly raised responsible gambling concerns from the very beginning.

On 19 January 2026, I contacted the casino and requested responsible gambling measures, including deposit and loss limits, as well as a 30-day cooling-off period. In the same message, I clearly stated that if these measures could not be applied, I wanted my account to be self-excluded for at least 6 months.

Then, on 20 January 2026, I sent a direct and clear request for 5-year self-exclusion and closure of my account.

For this reason, I do not agree that the issue only became clear later.

My concern is not only that the account was eventually closed, but why the casino failed to act appropriately after my earlier requests, while I remained able to continue gambling.

As a result of this failure, I lost 1925 EUR after my clear self-exclusion request on 20 January 2026. My refund request concerns only those losses.

I also have a screen recording from my Slotimo account transaction history showing the deposits made during the relevant period. If needed, I can provide it directly by email as additional evidence.

I have sent additional screenshots of my communication with Slotimo to attila.g@casino.guru.

Best regards

Dear Bird1234, on one hand the casino is correct and clear reason for self-exclusion should be always stated. This is to avoid confusion as many players use self-exclusion same way as regular account closure, not knowing the difference, causing more issues down the line.

You did everything perfectly - stated your request clearly, provided all the credentials needed to start the self-exclusion process - and when the casino asked for reason you made the unfortunate mistake of not stating gambling addiction. Instead, you have said the reason is because you don't want to play anymore and don't want to have casino deposits showing on your bank account statement. This won't do, since - if all was well - all you had to do was to stop depositing and gambling. No need to getself-excluded for that.

Self-exclusion is often misunderstood, or misused by unscrupulous players to attempt fraud, and for this reason gambling addiction has to be openly admitted by the player. While regular player can exercise free will and stop engaging with gambling site, an addict can't. Thus it is very important to distinguish between the two and ensure the casino acts swiftly, when it comes to protecting the gambling addicts. Hope this helps to explain the situation, and if you have questions or I did not explain something well enough, please do not hesitate to ask.

Dear Slotimo Casino, I have read through your responsible gambling page and Self-exclusion policy page, and nowhere it states that reason for the request has to be stated. Also, Casino Guru sees 10 business days for self-exclusion processing to be against Fair gambling codex and player protection rules, and is way beyond the industry standard. Finally, from the evidence provided by the player I can see the support staff has been offering the player bonuses and enticing to more gambling, while asking for self-exclusion and limits to be imposed on her account.

This has been escalated internally for further investigation.

As for the complaint at hand, on the 9th March the player has clearly stated the reason for requesting self-exclusion were her concerns with gambling habits. Is there a reason this was not taken into account and actioned immediately? Casino Guru believes at this point the staff should have started with the self-exclusion process and get the account closed as soon as possible.

Could you please provide further details and e-mail me (matej.l@casino.guru) player's cashier history showing deposits and withdrawals between 09/03 and the account closure on 30/03, for internal review? Thank you.

Hello Matej,

Thank you for the explanation.

I would like to respectfully clarify one important point.

My concern is that I do not understand how an ordinary player is expected to know that a self-exclusion request would only be treated as valid if a very specific reason or wording is used, especially when this is not clearly stated in the casino’s responsible gambling or self-exclusion policy.

My email of 20 January 2026 was not a standard account closure request. I explicitly wrote:

"I would like to formally request an immediate self-exclusion of my account from the Slotimo platform for a period of five (5) years.

Please close my account and block my access to all Slotimo services for the entire duration of this period."

To me, this was a clear and direct self-exclusion request. I specifically used the term self-exclusion, requested immediate action, stated the duration, and asked for my account to be closed and my access blocked.

For this reason, I am struggling to understand how this could reasonably be interpreted as something other than a self-exclusion request.

I also want to clarify that I did not make any further deposits after 9 March 2026. The financial loss connected to this complaint occurred after my earlier request of 20 January 2026.

That is why I kindly ask that the 20 January request is also carefully considered in relation to the refund aspect of this complaint.

I would also like to clarify that I stopped making deposits after 8/9 March 2026 because I had already escalated the matter publicly and was actively pursuing this complaint, not because the casino had acted promptly on my earlier self-exclusion requests.

In other words, the gambling activity stopped because I had to take external steps to protect myself, rather than because the responsible gambling safeguards were applied in time.

Best regards.

Dear Matej,

Thank you for your patience.

With regard to your request, we are unable to share any sensitive information related to our customers. 

As noted in your original claim, a specific reason for account closure must be provided, as this may impact the account’s future status and functionality. There are separate processes in place for standard account closure requests and for self-exclusion requests, the latter of which are handled with heightened care and may require additional time due to their sensitive nature. This distinction was also clarified to the player in your previous communication.

On 09/03/2026, the player submitted a self-exclusion request that was correctly formatted, addressing their primary concerns. Upon receipt and review, the request was processed, and the account was closed within the appropriate timeframe.

Kind Regards,

Slotimo Casino

Dear Slotimo Casino, from my understanding the account has been closed on 30th March. Is that correct?

Dear Bird1234, while waiting for the casino to respond, I would like to ask you to send an e-mail to support@slotimo.com, and request the support team to send you your cashier history showing both deposits and withdrawals from 09/03/2026 until the account closure. They have to provide you with these data in accordance with GDPR laws. Once you obtain them, please forward me the files/screenshots at matej.l@casino.guru, for a review. I would like to establish the amount of refund we should be requesting, since the casino has not closed your account within reasonable time. Thank you.

Hello Matej,

As requested, I contacted Slotimo support and asked them to send me my cashier history showing deposits and withdrawals from 09/03/2026 until the account closure.

However, instead of sending me the requested data, they only replied with general instructions on how to view transaction history inside the account.

So at this stage, they have not actually provided me with the requested records directly.

I am forwarding their reply to you as well.

I would also like to clarify again that I did not make any further deposits or gambling transactions after 09 March 2026, which means the financial loss relevant to this complaint occurred earlier.

For this reason, I kindly ask that the earlier period after my initial self-exclusion requests remains the main focus when assessing the refund aspect of this complaint.

Best regards

Dear Bird1234,

As the account has now been closed, the only thing left to do was to see if any kind of refund should be issued. If you did not deposit any more money after 9th March, I can't ask for any refund.

This is because we can't do this retrospectively, if the casino was not made aware of any issue. Even their Self-exclusion page states you should inform the customer service team as soon as you are aware of gambling problems, to get help. Casino Guru also requires players to be open about their problems, and make the first step by acknowledging the addiction openly.

In your case that happened on 9th March and therefore I can't request a refund of previous deposits made before this date, as at the time nobody was aware of an issue. It has been assumed you are depositing and playing out of your free will. This is also to prevent fraudulent players to misuse the self-exclusion and gambling addiction rules to get away with free betting.

Hello Matej,

There is one central point that I still do not believe has been addressed fairly.

I respectfully do not agree that the casino only became aware of the seriousness of the issue on 09/03/2026.

Already on 19 January 2026, before my 5-year self-exclusion request, I contacted the casino regarding responsible gambling and explicitly wrote:

"I feel that my gambling requires clear limits."

In that same message, I requested deposit, loss and time limits, a 30-day cooling-off period, and I also clearly stated the following:

"If the above limits are not available in your system, please apply self-exclusion for at least 6 months and confirm in writing that my account will be fully closed for this period.

For this reason, I do not believe it is accurate to say that the casino was unaware of any issue before 09 March 2026.

My 20 January 2026 self-exclusion request did not appear in isolation — it followed directly after a responsible gambling request where I had already expressed concern about my gambling behaviour and asked for protective measures.

On 20 January 2026, I explicitly used the term self-exclusion, requested that my account be closed, and asked for my access to all Slotimo services to be blocked for 5 years.

From an ordinary player’s perspective, I do not understand how this could reasonably be interpreted as anything other than a serious request to stop gambling and remove access.

The main point I still have not received a clear answer to is this:

How is an ordinary player supposed to know what exact wording is required for a self-exclusion request to be treated as valid and serious, if this is not clearly explained in the casino’s responsible gambling or self-exclusion policy?

I still have not received a clear answer to where a normal player is expected to learn that wording such as "self-exclusion", "close my account", "block my access", and repeated requests to stop gambling would supposedly not be enough.

If my wording was considered insufficient, then I do not understand why I was not clearly informed of that at the time, when it actually mattered.

Instead, I remained able to access the account, continue depositing, and I continued receiving promotional offers and bonuses during that period.

That is the part I find most difficult to accept.

I believe this is not only relevant to my own case, but also an important player protection issue more broadly, because ordinary players should not be expected to know an unwritten "correct formula" in order to be protected.

Best regards

Dear Matej,

To clarify the situation, please note that the player submitted a correctly formatted self-exclusion request to the appropriate department on 09/03/2026, which was subsequently processed within the correct timeframe.

Furthermore, upon review and as acknowledged by the player in this thread, we can confirm that no deposits were made after the date and time of the self-exclusion request.

Kind Regards,

Slotimo Casino

Thank you for the confirmation, Slotimo Casino.

Dear Bird1234, you are raising some valid points here. I have read through the casino's responsible gambling page, their T&Cs and I can tell this is not a casino that takes player protection seriously. Casino Guru operates on the premise that players usually don't read terms and info pages beforehand, therefore are unaware of many warning signs before signing up. For me personally, if I have read that the casino has 10 business days to comply with the self-exclusion request, I would not sign up, as with gambling addiction time is of the essence and such requests needs to be adhered to ASAP. With the terms and how the self-exclusion policy is written, the vagueness of the terms in regards to gambling addiction, this is not the place where I would expect stellar service.

With that being said, the responsible gambling page does state, that if you feel like you are struggling, you should inform the support team. Have you done that? Have you contacted the support team, and told them about the results of your self-assessment test? Have you openly stated addiction or losing control to the support team via e-mail? If not, then we can't put the whole blame on the casino.

To answer your question about "how should I know this" is not as simple. Many high-ranked casinos clearly state what to do to get quickly self-excluded on their website, in Responsible gambling page. They outline how to apply and what to state in the message. My counter-argument would be "Why would you not inform the casino about your problems?" Nobody can read your mind, and if you do not call for help and are not open about your issues, everyone will assume all is good. You requested self-exclusion, but did not support it with the reason behind it, therefore the casino staff would treat it as an account closure. I am not saying it is ideal, but the casino is a business, and business is all about making money. They will always assume all is well with the player, as you can see from countless cases all over the internet. Whether it is fair or not is for another discussion.

As for setting up limits and asking for self-exclusion, unfortunately this is not a strong indicator anymore, and this is due to the players' behaviour. Many players use self-exclusion as a word for account closure, because they think it sounds more serious. Many players self-exclude themselves after a hefty loss because they are angry, then ask for reopening once the anger is gone and they want to resume playing. There are also many players who have various limits set up not because they have gambling addiction, but rather to avoid doing something stupid. Despite the terms clearly stating players should not play while intoxicated, we all know many people have couple of drinks (or else) while gambling, than spend more money than they would normally do. So they impose limits on their account like deposit limits, or time out limits over the weekend or on the day they get paid, to ensure they won't do anything stupid again. Such players are not addicts and can function like this enjoying casino play without the need to worry about lapse in (clouded) judgement.

The above is the main reason we, at Casino Guru, require players clearly stating addiction as a reason for account closure, to ensure there is no possibility for misunderstanding the message. The casino will always assume player is not addicted, therefore clear statement is extremely necessary, to avoid any doubt.

I understand that for someone who is not working with or within the industry many of these things may not be intuitive, even hidden and feel unfair (some really are unfair). This is why information is key and as in every aspect of life where money are involved - you need to get to know what is going on. I could argue that same way you would read your whole work contract or bank loan contract before signing it, players should read the terms and conditions, responsible gambling page, and only then sign up for casino account. Especially nowadays when AI can read the terms for them and highlight problematic, or potentially dangerous terms. You say you didn't know, the casino will argue you could read their terms, or ask the support. And questioning who is right and who is to blame is also for another, separate discussion.

Once again - due to the above, I will not be able to request a refund for you. And with the account being closed, there is nothing more I can mediate on your behalf.

I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Important note: if you still have questions or feel like I have not explained certain points clearly, please feel free to send me a message at matej.l@casino.guru and I will happily continue this discussion through e-mails.

With kind regards,

Matej