The player from Germany sought a refund of approximately €1,790 after requesting a global self-exclusion from EOD CODE SRL and confirming that it applied to all casinos in the group. Despite his self-exclusion and informing the casino about his gambling addiction, he was still able to access his account and play, resulting in losses. The Complaints Team concluded that the casino was not obligated to honor the self-exclusion request across associated brands and considered the timeline of the player's request sufficient. Consequently, the complaint was closed without a refund being issued.
SlotMonster Casino - Player demands a refund after account closure request.
Closed
Our verdict
Unjustified complaint
Amount: €1,700
SlotMonster Casino
Safety Index:Very lowCase summary
Discussion
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1 year ago
Translation
Hello,
I request a refund of my losses in this casino amounting to approximately €1,790.
I submitted a global self-exclusion request to the provider EOD CODE SRL via the casino TG Casino on February 21, 2025.
The casino confirmed my self-exclusion and I asked again in their live chat whether I was now banned from all casinos in the EOD CODE SRL group, which also includes Casino Slotmonster.
Here I was confirmed that the self-exclusion applies to the entire group.
I'm currently unable to register at any other casino in the EOD CODE SRL group. However, it was still possible at this casino, which was an error on their part, and therefore I'm demanding a refund of my losses.
Furthermore, I informed the casino directly, on February 28, about my gambling addiction, even though I already had an account, and requested that my account be closed.
Even after a direct request to close my account and informing me about my gambling addiction, she still hasn't responded and hasn't closed my account.
On February 28, 2025, I sent the self-exclusion request and until March 4, I was still able to use my account and play.
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1 year ago
Dear xSerious169,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slot Monster Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Has the casino acknowledged making a mistake when they allowed you to register in the casino?
- Has the casino responded to your request for a refund?
- Have you received any response or confirmation from the casino group regarding the self-exclusion from the entire group of casinos?
- Could you please share with me your communication with the casino relevant to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
TranslationHello, yes, the casino said there was probably an error. But only once via chat. The email always just says they're investigating the case.
I have received confirmation from TG Casino that I am excluded from the casino group EOD CODE SRL.
I can't register at any other casinos in the group either.
I will pass on everything to you.
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1 year ago
Thanks for your reply.
Do you have any correspondence with slotmonster casino support directly?
Could you please share it with me?
Could you please explain what the EOD CODE SRL refers to? I couldn't find any references on the casino's website.
Thanks for your reply.
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1 year ago
TranslationHello,
I'm no longer receiving any response from the casino.
EOD CODE SRL is the operator. As far as I've found out, however, only with a German VPN or from Germany. You should be able to identify the operator as EOD CODE SRL.
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1 year ago
Thanks for the clarification.
I found out the same information as you after looking into it.
Unfortunately, from our point of view, operators licensed in Anjouan and under GCB aren't obligated to self-exclude you across associated brands. The response you received from the live chat agent isn't sufficient proof of the extent of your self-exclusion.
Please let me know if there is any other evidence regarding the case or any saved correspondence between you and Slot Monster Casino support for us to review.
I'll await your reply.
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1 year ago
TranslationHello, regardless of the global exclusion, I still contacted the casino directly on February 28, 2025, and asked for self-exclusion.
However, my account was still open until March 4, 2025.
The casino should have processed my direct self-exclusion independently of the global ban.
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1 year ago
Thanks for the explanation.
Let me recap:
Based on the provided information, you tried to self-exclude from this casino group on the 21st of February,
You contacted the casino separately on February 28th.
You made further deposits up until March 1st,
You requested a refund on March 3rd, and the account was closed on March 4th.
The transactions from March 14th and 17th that you submitted are unrelated to this case.
Have you contacted casino support via live chat after you noticed the casino didn't process your self-exclusion request? With what result?
If you saved any accompanying communication, please forward it to me for review. My email is tomas@casino.guru
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12 months ago
TranslationHello, I contacted the casino separately on February 28th and only received an automated email. I believe it was with a case number and a message stating that it was being processed.
Between February 28 and March 4, the day my account was closed when I requested a refund, I was able to make further deposits.
What exactly do you mean by transactions on March 14 and 17? That has nothing to do with that.
I'm interested in all transactions between February 28 and March 4.
I also contacted the casino via chat, four times in total.
Twice I was unable to reach anyone as a customer and the other two times I was told that my request was still being processed and a refund was also being processed.
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11 months ago
Thanks for your reply.
I was referring to the screenshots you sent me in your email from March 31st. In the email, you included screenshots from March 14th, 17th, and 28th, with transactions that I could not connect to the case. In the same email, you shared your credit card statement, which seemed relevant to the situation.
In the evidence you provided, the transaction list shows transactions from March 1st and March 6th.
Is there proof I overlooked confirming you deposited on March 4th?
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11 months ago
TranslationHello, sorry, I think I sent you the wrong screenshots back then. They belonged to a different case.
I made the transactions to Slotmonster between February 28, 2025, and March 4, 2025. Unfortunately, I no longer have access to my account to share these transactions.
But I can certainly look for them on my credit card statement. Or the casino provides a history of my payments.
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11 months ago
Thanks for the explanation.
Please send me proof that you were allowed to deposit at the times you claim in the complaint thread. I apologize for the inconvenience.
Looking forward to your reply.
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11 months ago
TranslationUnfortunately, I don't have access to my account, but the casino can certainly provide a transaction history of my deposit.
If I only show you the payments from my bank account, unfortunately this casino is not explicitly listed as the recipient.
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10 months ago
Thanks for your reply.
Unfortunately, we consider the time in which your self-exclusion request was handled as sufficient and won't ask the casino for a refund of funds spent in the interim.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
