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