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

I am lodging a formal complaint against Slots Gallery for a critical breach of Responsible Gambling regulations, which resulted in a financial loss of over $3,000 CAD. Despite my formal request for immediate and permanent account closure due to severe gambling addiction on May 22, 2026, my account was kept active.

​Timeline of the operator's gross negligence:

​May 22, 2026: Initial request sent for immediate and permanent account closure due to gambling issues.

​June 4, 2026: Conversation on WhatsApp with agent Eniken, who explicitly refused to assist me despite being alerted to the urgency.

​June 4, 2026: Email exchange with James (VIP Support) who, instead of closing the account immediately, acknowledged my activity and attempted to retain me with promotional incentives

​June 18, 2026: Formal notice sent by email giving a strict 24-hour deadline to close the account and process a refund.

​June 19, 2026: The 24-hour deadline expired today at 14:31. The operator has completely ignored my notice and failed to provide any response.

​The operator deliberately delayed the closure for nearly a month while knowing I had gambling issues, allowing me to lose over $3,000 CAD. I demand a full reimbursement of all deposits made after my initial request on May 22, 2026

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Slots Gallery Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• Do you currently still have access to your account? When was the last time you made a deposit in this casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

​Hello Attila,

​Thank you for taking up my case. Here are the precise answers to your questions, supported by a full chronological timeline from my personal email, live chat, and WhatsApp records:

​Responses from the casino & Timeline of Negligence:​May 22, 2026: I officially and explicitly requested the permanent closure of my account due to severe gambling addiction. This urgent request was completely ignored, and my account was left wide open.

​Live Chat Pleading: During this period, I also used the casino's Live Chat multiple times, literally begging and pleading with the agents to close my account because of my addiction. Shockingly, they refused to take immediate action, dismissively telling me, "We don't handle this here, it's not our department," instead of instantly freezing my profile to protect me.

​June 4, 2026 (WhatsApp): I contacted VIP agent Eniken via WhatsApp to alert them to the emergency, but he explicitly refused to assist me.

​June 4, 2026 (Email): On the exact same day, VIP Support Manager James acknowledged in writing that my account was active and that I was "playing regularly." Instead of locking it instantly, he unethically tried to retain me with promotional incentives to "comfort me" ("pour vous réconforter"), directly violating anti-addiction regulations.

​June 17, 2026: The casino practiced predatory marketing by directly crediting a $45 CAD promotional bonus to my profile to entice me to gamble, which led to a $150 CAD deposit from my side on that day.

​June 18, 2026: I sent multiple emails demanding an investigation. Instead of executing an immediate block, the manager on duty, Gabe, deliberately delayed the process again by sending a template email asking me to "share what's prompting this decision." I then issued a strict 24-hour ultimatum handled initially by agent Bruce.

​Account access & Last deposit: My account was finally deactivated on June 19, 2026, by my VIP Manager, Steve, but only after my 24-hour ultimatum expired. Because they unprofessionally dragged out this process across Emails, WhatsApp, and Live Chat for nearly a month, I was allowed to make multiple Interac e-Transfers totaling over $3,000 CAD, which were processed through their payment gateway, Loonio.

​KYC Verification: No, I have never been asked to pass the KYC verification process in this casino. I was even able to make a withdrawal successfully in the past without them requiring any identity verification documents.

​Evidence: I have a comprehensive file containing all email threads (starting May 22), system logs, WhatsApp transcripts, and my KOHO bank receipts. I am forwarding this entire evidentiary folder to your direct email right now at attila.g@casino.guru.

​Important Note on the Trauma:

Slots Gallery was fully aware of my gambling issues and distress since May 22, yet they chose to ghost my messages, bypass safety protocols on Live Chat, and actively exploit my situation with targeted bonuses. This predatory behavior has caused me severe psychological trauma and placed me in an extreme financial crisis where I almost lost my apartment and everything I own.

​I demand a full reimbursement of the $3,000 CAD deposited after my initial May 22 request.

​Thank you for your assistance.

​Best regards,

[Redacted]

Thank you for your response. I have reviewed the evidence you submitted, and I did not find any mention of gambling problems in your original account closure requests. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

If there is any correspondence prior to the closure of your account on June 19th that explicitly states gambling problems to the casino, I kindly ask that you forward that communication separately to my email.

Thank you for your understanding and cooperation.

Dear Aghiles,

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.

"Dear Attila,

​Please find attached the proof (1783095250202.jpeg) of my initial request sent on May 22nd. As you can see, I explicitly stated: 'je veut faire une demande de fermeture immédiate et définitivement mon compte jai perdu trop d'argent' (I want to request the immediate and permanent closure of my account, I have lost too much money).

​Because the casino completely ignored this request and left my account open, it triggered a critical cycle of losses for which they are fully liable:

​1. First Failure (End of May): One week after my request, seeing that my account was still fully accessible, I lost control and gambled again, losing a lot of money.

2. Second Failure (June 4th): I demanded the closure again. Instead of locking the account, VIP Manager unethically tried to retain me with bonuses to 'comfort me', knowing I was in financial distress.

3. Third Failure (Mid-June): Because they kept refusing to close it and kept sending predatory promotions ($45 CAD bonus), I fell into a third wave of gambling and lost everything, totaling over $3,000 CAD.

​The casino's refusal to act on May 22nd directly caused all my subsequent losses. I expect Casino Guru to hold them accountable for this severe breach of responsible gaming."

Thank you for your replies.

After carefully reviewing the email correspondence you forwarded to us, we were unable to find any mention that your original account closure request was made due to gambling addiction or gambling-related concerns. You mentioned that you informed the casino about your gambling addiction via live chat. Unfortunately, without chat transcripts or any other evidence confirming that the casino was aware of your gambling problem, we are unable to conclude that the casino failed to comply with its responsible gambling obligations. Casinos are generally not required to retain live chat transcripts indefinitely, which is why we always recommend that players save copies of any communication related to self-exclusion requests.

Additionally, we need to clarify that your first account closure request from 22 May does not qualify as a self-exclusion request, as it did not mention any gambling addiction or gambling-related problems.

In that request, you stated that you wanted your account to be blocked because you had lost too much money. Please note that, in cases involving refund requests related to self-exclusion, we need clear evidence that the player explicitly informed the casino about gambling-related problems and requested protection due to them.

While there were some communications mentioning gambling problems, it should be noted that these occurred on 18 June, and your account was closed one day later on 19 June. In most casinos, self-exclusion requests are handled manually by the responsible departments, and this process requires some time to ensure that requests are reviewed and implemented appropriately.

Based on the available evidence, we consider that Slots Gallery Casino acted within a reasonable timeframe by restricting your account access after receiving a clear self-exclusion request. As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Thank you for your understanding.

Best regards,

Attila

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