The player from Germany has a dispute with Slotoro regarding her account closure request. Despite multiple requests for self-exclusion made via email and live chat, her account remained active, allowing her to deposit €1,170 after her initial request. She now seeks a refund for the deposit made after her requests were ignored.
Slotoro Casino - Player’s self-exclusion request was not implemented.
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Slotoro Casino
Safety Index 9.8 Very highCase summary
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1 week 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:
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4 days 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.
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4 days 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
