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

Dear Shevy,

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, Igor (igor.p@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,

Kristina

Dear Shevy,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Slots Gallery Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Slots Gallery Casino representative to join this conversation and participate in resolving this complaint.

Dear Slots Gallery Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor and Shevy,

Thank you for your messages.

After reviewing the case internally, we would like to provide additional context regarding the timeline and circumstances involved.

The player's initial account closure request was received on May 5. Due to unforeseen personal circumstances affecting the assigned account manager, there was a short delay of approximately two days before communication could be resumed. The account manager re-established contact with the player on May 7 and continued handling the matter thereafter.

For transparency, we would also like to note that the dates referenced in our internal records are displayed in UTC. Consequently, some dates may differ by one day from those referenced by the player due to time zone differences.

First and foremost, we would like to sincerely apologize for this delay. We understand the importance of requests of this nature and regret that the player had to wait longer than expected. However, we would also like to clarify that the request was not intentionally ignored or disregarded. The delay resulted from exceptional circumstances affecting the responsible team member, and communication resumed as soon as reasonably possible.

We would also like to provide additional context regarding the player's account activity during the relevant period. Please note that all amounts referenced below are in Canadian Dollars (CAD).

From the date of the initial closure request, the player made deposits totaling CAD 15,315.00. During the same period, withdrawals totaling CAD 14,800.00 were successfully processed.

Furthermore, when reviewing the period following the account manager's response on May 7, the player's activity included deposits totaling CAD 12,365.00 and successful withdrawals totaling CAD 14,800.00. This indicates that the player continued to actively use the account, retain access to account funds, and utilize withdrawal functionality during the relevant timeframe.

While we acknowledge and regret the short delay in processing the request, we respectfully submit that the circumstances of this case should be considered in their entirety. The account activity during the relevant period included both deposits and successful withdrawals, and the player continued to have access to account functionality and available funds throughout this timeframe.

The account has since been disabled, and the player no longer has access to it.

We kindly ask that the circumstances of this case be assessed in their entirety, including the temporary unavailability of the account manager, the fact that the request was not intentionally ignored, the substantial withdrawals processed during the relevant period, and the actions subsequently taken on the account.

Finally, we would like to express our sincere sympathy regarding the difficulties described by the player. We never wish to see any customer experience personal distress, and we are genuinely sorry to learn that this situation has been challenging for him.

Although we respectfully maintain our position regarding the circumstances of this case, we appreciate the player's cooperation throughout the process and acknowledge the patience he has shown while this matter was being reviewed.

We hope that the measures now implemented on the account will provide the outcome the player was seeking and help bring this matter to a satisfactory conclusion.

We sincerely wish the player all the best moving forward.

Should you require any additional information or supporting evidence, we will be happy to assist. Upon request, we can provide the player's transaction history, including deposits and withdrawals for Casino Guru's review.

Best regards,

Slots Gallery Casino Team

Dear Slots Gallery Casino,

Thank you very much for joining this complaint and for your extensive initial response.

Please forward the player's deposit and withdrawal history to me at igor.p@casino.guru.

Thank you for the explanation and apology. However, the main issue is that my account remained active after I requested its closure on May 5.

I also do not agree with the casino’s statement that I withdrew CAD 14,800 after my closure request. To the best of my knowledge, I did not make withdrawals totaling this amount and respectfully request a complete transaction history for verification.

Regardless of any withdrawals, my account should have been restricted once my closure request was submitted. Had the account been closed promptly, further deposits and gambling activity would not have been possible.

The delay also had a significant impact on my mental health. I requested closure because I was struggling with my gambling and was seeking to prevent further harm. The continued access to my account during this period caused me considerable distress and contributed to losses that could have been avoided.

I respectfully ask that Casino Guru continue its review and consider whether the delay in processing my closure request contributed to both financial losses and the negative impact on my mental well-being.

Dear Igor,

Thank you for your message.

We have sent the player's transaction history, including deposits and withdrawals, to your email address for review.

Please let us know if any additional information or supporting documentation is required.

Kind regards,

Slots Gallery Casino Team

Dear Slots Gallery Casino,

Thank you very much for your email and evidence provided.

Dear Shevy,

After a thorough review of this case, I have come to the following conclusion.

After your initial request, it took the casino two days to acknowledge your message. We deem this to be a reasonable timeframe, and there was no wrongdoing on the casino's side.

Once contact between you and the casino representative (VIP Manager) was established, your account should have been closed as soon as technically possible.

Therefore, you should be eligible for all losses incurred after that date. However, as the casino mentioned and also provided evidence of, during this period you ended up with a net positive balance, having made deposits totaling CAD 12,365 and withdrawals totaling CAD 14,800.

In summary, in situations like this, a player is eligible for all losses incurred after the casino acknowledges a self-exclusion request. However, since you withdrew a larger amount than you deposited during this period, unfortunately, you are not eligible for any refund.

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.

Best regards,

Igor