The player from Germany had requested account closure about ten times, but the casino did not close the account and ignored these requests. They sought confirmation that the account be closed and wanted guidance on how to enforce the closure. The player was informed about the difference between account closure and self-exclusion and was asked to provide details and evidence of their requests to the casino. Due to the player's lack of response and failure to provide the requested information, the complaint was closed without resolution. The player was advised that they could reopen the complaint if they chose to resume communication.
SlotLords Casino - Player’s account has not been closed.
Closed
Our verdict
Player stopped responding
Amount: €1,000
SlotLords Casino
Safety Index:HighCase summary
Discussion
Public
Public
1 month ago
i tried maybe 10 Times close account. Manager Oliwia W. after those requests dont close account. 2hat can I do?
Public
Public
1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 month ago
Dear Wioleta779,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
Public
Public
1 month ago
Dear Wioleta779,
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.
Public
Public
3 weeks ago
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
