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

I previously emailed requesting the immediate closure of my account due to my gambling addiction and the serious impact it has been having on my mental health. Despite clearly expressing my concerns, I have not received any response, nor has my account been closed.

Because the account remained active, I unfortunately continued depositing more money, which has significantly worsened my mental and emotional well-being. The situation has become so severe that I have had to increase the dosage of my depression medication after losing a substantial amount of money since my initial request.

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Dear Shevy,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling section, and I found this:

2.2 Self-Exclusion by request.

Players can also contact the support team via email support@slotsgallery.com to inform them of their decision to stop gambling on the website, whether for a definite or indefinite period of time. The support team will take the necessary steps to block the player's access to their account and ensure that no promotional materials are sent to them during this period.

If a player is self-excluded from the casino, they will be unable to log into their account or request a withdrawal of any remaining balance. However, once self-excluded, the player can reach out to the support team via email to initiate a withdrawal of their remaining balance.

The support team will respond within a reasonable timeframe, providing information on how to proceed with the withdrawal and assisting the player through the process. It’s important to note that active self-exclusion does not exempt a player from the verification procedure, should it be required by the casino to process the funds. Any remaining funds will be paid out according to the casino's withdrawal limits.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Hi Kristina,

Thank you for reaching out. Yes, I emailed both the VIP team and the support team requesting assistance with closing my account.

As per your request, I have emailed you all the attached screenshots as evidence of my communications with both the support and VIP teams.

Thank you.

Shevlin

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely and construct a timeline:

• Do I understand correctly that your account was closed on May 11?
• Could you please clarify the exact date you informed the casino about your gambling addiction for the first time?
• When did you make the last successful deposit?

Thank you.

Hi Kristina

My initial request to close my account was made on May 4th. After chatting with the support team, I was asked to send an email, which I did immediately. I also followed up again on May 5th, 6th, and 7th. In addition, I emailed the Slots Gallery support team directly on May 6th.

On May 7th, after receiving a response from the VIP manager, I replied back again requesting that my account be closed immediately. However, despite my repeated requests and clearly expressing my gambling addiction concerns, the account remained open.

It was only after I submitted a complaint through Casino Guru that the Slots Gallery team reached out to me on May 11th and proceeded with closing the account.

My last successful deposit was made on May 10th.

Please let me know if you require any further information

Could you please forwrad me the messages you sent to the casino as email attachments instead of screenshots?

Dear Shevy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Christina,

I have forwarded all the relevant emails to you. Unfortunately, I was unable to send the iCloud emails as attachments. As an alternative, I have directly forwarded all the emails that were previously sent to Slots Gallery Casino.

Please let me know if you require any additional information or documentation.

Thank you.

Shevlin