Slots Gallery Casino - Player's account has been closed after self-exclusion.

Hello

I requested to be self excluded from the casino, they automatically closed My account instantly which is fine but I had $47 left in my account. They have been calling me to let me know they need to verify my account. I have sent the requested information, but they keep calling saying their emails are not going through but i dont have it blocked.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots Gallery Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting the casino using a different email address?
• Could you please clarify whether the casino received the documents at all?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

I have had no email communication from the casino since my account was closed, I have phone calls saying that my email is not working and they need documents for verification amd banking details. I have emailed all of that info but im not sure they received it. I messaged the chat support they said they received my emails yet I was left another phone message that they need more. Its just very hard trying to communicate with them.

Thanks for your reply.

Could you please provide specifics of what was requested from you by the casino initially and more recently?

What kinds of documents have you provided to the casino?

If you have any recent communication available addressed to you by the casino, please share it with me at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Dear Charliejoe1234,

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, Martin (martin.l@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,

Tomas

Hello Charliejoe1234,

I am sorry to hear about your troubles. I am Martin, and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Slots Gallery Casino representative to enter the discussion.

Dear casino representative,

Could you please review the case and clarify what is preventing the payout of the remaining CAD 47 balance?

The player has supplied identification and supporting banking documents. Please confirm whether these have been received and explain exactly what, if anything, is still required to complete verification and arrange payment.

As the player reports difficulty receiving your emails, please provide clear written instructions here while keeping the self-exclusion in place throughout the process.

Thank you in advance for your assistance.

Dear Casino Guru and Player,

Thank you for your patience.

We appreciate the player for providing the requested documents and for their cooperation in this matter. Unfortunately, it appears that our emails are not being delivered to the player’s email address.

We kindly ask the player to check whether our email address or domain has been blocked or marked as spam, so that we can send them the list of information required to process the refund.

Best regards,

Slotsgallery Team

Dear casino representative,

Thank you for your response. To avoid further delays caused by the email delivery issue, could you please list the outstanding requirements directly in this thread and confirm which of the documents already submitted have been accepted?

If any instructions contain personal information, you may send them to me at martin.l@casino.guru, and I will relay them to the player privately.

Dear Charliejoe1234,

Could you please check your spam folder and blocked senders list to see whether the casino’s email address or domain has been blocked? Please let me know what you find.

Hello Martin

I have received an email from the casino and have copied you on my reply.

Thanks so much!

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

Dear Charliejoe1234,

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,

Martin