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.

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.