Slotlounge Casino - Player requests refund after self-exclusion rules are violated.

Hello, I lost $2,000 at this casino. I wrote to them to close my account permanently. I wrote to them by email, but they have been ignoring me for the second day. Since they violate the self-exclusion rules, I demand a refund of the money I lost to them.

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Dear Giorgipipia1988,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

I wrote to close my account permanently, without recovery. I think this should be clear to them, what do you think? I'm not suicidal because of gambling, I just don't want to deal with this casino. I think they're scammers.

I think I have the right to ask to permanently close my account. Let them call it self-exclusion or self-isolation. My request was clearly deciphered for them, because if I write to delete my account, they will reply that they cannot delete it because they will store my data. What should I write to them if I want to commit suicide? So that they will permanently close my account? By the way, I have used such methods when they become unresponsive and avoid answers, in short, when they do not want to delete the account.

The reason for permanent self-exclusion is that this casino is very bad. It's my fault for not reading reviews and not looking into this casino thoroughly. I lost up to $2,000 with them, I didn't get anything out of nothing, I asked about cashback, they couldn't even explain it to me. They say 15% cashback, but when I read it, it turns out it's just marketing. It's from 4% to 15%. In short, I want to delete them forever because I consider them scammers.

Here's a screenshot where I clearly told them what I want.

fg

Since they do not have a self-exclusion policy, I would like to get my money back. Since this casino is not honest. I think you agree with my opinion.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Giorgipipia1988,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina

We’ve reopened this complaint at the request of Giorgipipia1988. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Dear Giorgipipia1988,

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.

What should I say? You don't want to and can't help. I wrote to you that I've written to the casino several times with official texts requesting to permanently exclude me from the casino because I had a gambling problem. They haven't blocked me for over a month, and I've been losing more and more money in the process. I want my money back, but I know there's nothing you can do.

A month later, they blocked me. Where is the justice here? Casinos don't play by the rules! The rules are only for players, so we had no chance of winning! I know that all casinos are in cahoots; their goal is players and money! All the rules they create are enforced unilaterally, against us, the players.

Giorgipipia1988, have you informed the casino that you suffer from a gambling addiction? If you have, please forward this message to me.

Kristina, I've sent you more than one screenshot to your email, and I don't see the point anymore. It's better to close this complaint. Casino Guru has never been of any use, and you're affiliated with them.

Dear Giorgipipia1988,

I understand your frustration, and you are entitled to your own opinion. However, while you sent me an email with screenshots, none of them contained an official self-exclusion request in which you asked the casino to close your account due to gambling problems. This is crucial evidence that we need in order to support any self-exclusion-related case.

At this point, I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed as per your request. 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.