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

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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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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Junzzz92,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla