The player from Germany formally complains about Slots Gallery Casino, which has ignored his self-exclusion request due to gambling addiction, sent on August 4th, 2026. The casino's support has also failed to assist him, raising concerns about their responsibility towards vulnerable players.
Slots Gallery Casino - Player's account closure request is ignored.
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Waiting for Casino Guru to reply
6d 19h 2m 47s
Slots Gallery Casino
Safety Index 8.7 HighCase summary
Discussion
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4 days ago
To the Casino Guru Team,
I am submitting a formal complaint against Slots Gallery Casino for completely ignoring my account closure request and failing to take my gambling addiction seriously.
On August 4th, 2026, I sent an email to the casino explicitly stating that I am suffering from gambling addiction and requesting an immediate permanent self-exclusion.
To date, the casino has completely ignored my email. Furthermore, their support chat is ignoring me as well, refusing to assist or process my account closure. They are clearly violating responsible gambling policies and failing in their duty of care toward a vulnerable player.
I kindly ask Casino Guru to intervene in this matter to ensure my account is permanently closed immediately and to investigate their unacceptable handling of a responsible gambling request.
Thank you for your help.
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5 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 hours ago
Dear Junzzz92,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your missing funds.
To help me better understand your case, could you please answer the following questions?
- Have you made any successful withdrawals from this casino before?
- Could you please provide a screenshot of your current casino balance and transaction/payment history showing that the €580 withdrawal is not listed?
- Could you please share your communication with the casino regarding the missing €580? You may attach it directly to this complaint or send it to karla.m@casino.guru.
- Thank you very much in advance for your cooperation. I look forward to your reply.
- Karla M.
