Slotornado Casino - Player's self-exclusion request is being ignored.

Hello

I would like to report this casino, I have requested several times to be self excluded. I REALLY struggle with a severe gambling problem. Instead of just self excluding me i keep getting coaxed to keep my account open. Now I have lost around $6000 in less than 3 days and expressed this though email and chat. This is not so much about a refund but more about the urgency for this casino to take this matter more seriously.

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Dear Charliejoe1234,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotornado Casino.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Please let me know the date the first time you requested for self-exclusion.
• Could you please forward me the original self-exclusion request you sent, along with the casino's response? My email address is jean.s@casino.guru.
• Please add any additional attempts to contact the casino about closure of account (live chat, follow-up emails)?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Jean

Hello Jean

I have forwarded you my emails of concern, thanks so much!

Thank you for sending the emails. Do you still have access to your account?

If you you still have access, please request a self-exclusion again. When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize.

Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Slotornado Casino,

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 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."

Please send another email to Slotornado Casino and keep me informed about any further developments. Thank you in advance.

Hello Jean

My account has been closed,

Thank you

To make sure that your self-exclusion request was successful and to prevent problems in the future, could you kindly forward any confirmation from the casino, please? Thank you in advance.

hello Jean, I did not get a confirmation email that I can find, but i cannot log into my account.

Thank you

Dear Dux7777, thank you for the provided evidence. Upon reviewing your emails, it appears that you did not mention your struggle with gambling addiction in your correspondence with the casino on May 6 and May 7, after the casino asked you to provide reasons for your account closure request. The self-exclusion request, in which a player clearly states their gambling problem, is the essential evidence that each player must provide for us to proceed with a request for a refund.

Since your account has now been closed for self-exclusion based from the last screenshot that you posted, this complaint will now be closed. Thank you for your understanding.

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)

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.

Thank you in advance for your time.

Best regards,

Jean

Casino.Guru