Slots Gallery Casino - Player’s account closure request is delayed.

After 8th request to close my account sell exclude me permanently, and close this account permanently I keep getting emails suggesting all kinds of different methods to try.

why won’t they just close my account especially under responsible gambling.

i current asking GRAI if they can get involved.

any help appreciated

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Dear charlie4512xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General Terms and Conditions and I found this:

9.4. Players can close their accounts at any time by sending an email to support@slotsgallery.com. The Casino will process the request after verifying the player’s identity and resolving any outstanding matters.

Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Dear Petra,

We would like to inform you that the player's account has been closed at their request.

Wishing you a great day!

Best Regards,

Slotsgallery Team

What about deposits ?

Now they decide to close account after you intervene?

what about my money

what’s happening with that?

do I report them to GRAI here in Ireland ?

crazy

Thank you both for your replies and for providing the previous details.

• Could you please provide a timeline indicating when you first requested self-exclusion and when your account was actually blocked?
• Additionally, could you let us know the dates when you made your self-exclusion request and when the deposits were made?
• Could you also provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all the documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

this just some of them

Can I increase this amount to 4590.

this case is crazy and not happy why I haven’t got my money back.

do I have to contact GRAI here in Ireland and ask if there license can be cancelled?

crazy they never reply

Dear charlie4512

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello charlie4512,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

Dear Slots Gallery Casino,

Can you please tell me when you received the first self-exclusion request from the player, and also when exactly their account was closed?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Thank you for your message!

We would like to inform you that the first request for account closure from the player was received on February 26. However, the player did not specify a clear reason for closing the account.

According to our internal procedures, we began processing the player's request. The player was offered a deposit limit, which they declined.

On March 3, the player’s account was closed in accordance with their request.

We hope for your understanding!

Best Regards,

Slotsgallery Team

What does self exclusion mean anymore

Dear charlie4512,

Can you confirm that the first email with the account closure request was sent on the 26th of February?

Yes Michal

Dear charlie4512,

I regret to inform you that I am unable to assist you in this situation. It appears that you have not specified any concerns related to a gambling problem in your previous communications. Without this crucial information, the casino is not mandated to take immediate action to close your account, nor can they restrict the possibility of reopening it. It is essential to clearly communicate to the casino that you are experiencing issues related to having a gambling problem, as this would expedite the entire process. However, your correspondence has primarily addressed mere account closure, low RTP, and other less significant factors.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.