The player from Germany had a dispute with Slotoro regarding her account closure request. Despite multiple requests for self-exclusion made via email and live chat, her account had remained active, allowing her to deposit €1,170 after her initial request. She then sought a refund for the deposit made after her requests were ignored. Upon reviewing the correspondence, it was found that the casino had requested confirmation of the closure after the first request, which was not provided, so the account remained active until the second request was acknowledged and processed the same day. Therefore, it was concluded that the casino acted within responsible gambling standards and no reimbursement was recommended.
Slotoro Casino - Player’s self-exclusion request was not implemented.
Closed
Our verdict
Unjustified complaint
Amount: €1,170
Slotoro Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
3 weeks ago
Translation
Subject: Request for help – Casino has not implemented self-exclusion
Hello Casino Guru,
I request your support in a dispute with Slotoro.
On June 10, 2026, I requested the closure or suspension of my account via email. Afterwards, I also repeatedly asked support via live chat to suspend my account. Despite this, my account remained active.
On June 26, 2026, I was still able to make a deposit of €1,170. Only after that was my account blocked.
I requested a refund of today's deposit from the casino, but support refused.
I believe that my repeated requests to block my account should have been implemented much sooner. Therefore, I ask you to review my case and mediate between me and the casino.
I can provide evidence such as the email from June 10th, screenshots of the chat histories and the proof of deposit.
Thank you for your support.
Automatic translation:
Public
Public
3 weeks 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
3 weeks ago
Dear Karo05,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
To better understand the situation, please answer the following questions.
- Could you please clarify if you requested a temporary self-exclusion or a permanent self-exclusion?
- Have you used the same email address to contact the casino with the request to close your account?
- Please forward all your account closure requests along with the casino's replies to jean.s@casino.guru.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
Public
Public
3 weeks ago
TranslationOn June 10, 2026, I explicitly requested via email that Slotoro permanently block my account.
Since my account was still active on June 11, 2026, I inquired again via email as to why my blocking request had not yet been implemented.
On June 15, 2026, Slotoro sent me an email. Unfortunately, I didn't see it because it ended up in my spam folder. Therefore, I didn't reply.
My wish to close the account permanently remained the same throughout. On June 26, 2026, my account was still active, and I was able to deposit €1,170 that day. Only after that was the account finally closed.
I am not requesting a refund of my previous deposits or losses. This concerns solely the deposits made on June 26, 2026, which were possible even though I had previously requested the permanent closure of my account.
Automatic translation:
Public
Public
2 weeks ago
Thank you very much for your reply, Karo05.
To assist you further, please forward me the complete email threads containing your communication with the casino's customer support from June 10 onwards. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.
It is very important that we can review the casino's responses to find out how they handled your request.
Public
Public
1 week ago
Dear Karo05,
Thank you for your patience throughout our investigation and for providing the additional correspondence.
After carefully reviewing all the information and evidence submitted, we have reached our conclusion.
The evidence shows that on June 10, you contacted the casino by email expressing your dissatisfaction with the bonus policy and requesting that your account be closed. On June 15, the casino replied, asking you to confirm whether you wished to proceed with the account closure. Unfortunately, as this email was not seen and no reply was sent, the casino did not receive the confirmation it had requested, and your account remained active.
On June 26, you submitted another request to close your account. The available evidence confirms that the casino acknowledged this request on the same day, asked for clarification regarding the reason for the closure, and subsequently closed your account later that day.
When assessing complaints related to responsible gambling and account closures, we primarily evaluate how a casino responds once it has clearly acknowledged a player's request. In this case, the casino demonstrably acknowledged your June 26 request and restricted your account within a timeframe that we generally consider acceptable under our responsible gambling standards.
While we understand that your intention to close the account had existed since June 10, the casino's June 15 response indicates that it sought confirmation before proceeding. As no response was received, we cannot reasonably conclude that the casino deliberately ignored your request or failed to act after acknowledging it. Consequently, we do not have sufficient grounds to determine that the casino breached our responsible gambling standards or to recommend reimbursement of the losses incurred before your request was acknowledged and processed.
We appreciate that this outcome is disappointing, and we sincerely sympathize with the circumstances you have described. However, based on the available evidence and our established assessment criteria, we are unable to pursue this complaint further.
For these reasons, this complaint will now be closed.
Thank you for your understanding.
Best regards,
Jean
