Slots Gallery Casino - Player’s account remains open despite closure request.

I have been trying to close my account due to Gambling Addiction since December 2025, I have sent messages to their live chat support and also WhatsApp both tell me that they cannot process my request that it has to be sent by email to my VIP Agent. I emailed my VIP agent multiple times with my request Cleary stating my gambling addiction . I still have not heard back from them and my account remains open today. I feel very taken advantage of and I'm pretty sure it is their legal duty to close accounts for responsible gambling tools. I am requesting a refund of some or all my loses from December 2025-February 2026. If they would have taken my request seriously I wouldn't have accrued all these loses.

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.

Dear Katek20211,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling Policy. While I didn't find any specific instructions on how to request self-exclusion, the general support email was mentioned twice in the section about Personal limits. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you ever attempted to request self-exclusion by writing an email to support@slotsgallery.com?
• When did you inform the casino about your gambling addiction for the first time? Please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.
• When did you make the last successful deposit?

Thank you very much for your cooperation.

Best regards,

Kristina

Good afternoon

As I was trying to log into my account today it states it has now been disabled. They still have yet to even notify me about anything. I feel very taken advantage of and would still like to have a refund of my loses. I have attached screen shots of emails I've sent to them. Unfortunately I am not able to now get screens shots of my transactions off of my account.

Dear Kristina,

Thank you for contacting us!

Please be informed that the player’s account has been closed.

After reviewing the case, we consider the refund request to be unfounded and not relevant under the given circumstances.

The matter has been reviewed and addressed in accordance with our internal policies.

Best regards,

Slotsgallery Team

I don't agree with this as I have been requesting this closure for months now, especially when I was told constantly to email my VIP Agent which I did multiple times and still to this day have not been contacted. You guys took advantage of my gambling problem and kept my account open which is very unfair to someone in my condition. I have provided proof with screen shots of my requests. I would like a refund of monies lost from December 2025-Februrary 2025.

Hello everyone,

Thank you both for your responses.

Katek20211, I sincerely empathize with your frustration and dissatisfaction regarding this matter. In order for us to proceed with your request for a refund, we need to see a self-exclusion request sent to the appropriate email address, in which you clearly communicate your concerns about your gambling addiction to the casino. The chat support agent has informed you that they are unable to assist with account closure and that you should reach out to your VIP agent to formally request self-exclusion. If you have retained any emails where you informed your VIP agent of your gambling problem, I would appreciate it if you could forward those to me, as I haven't found such a request in emails you sent me so far. Thank you very much for your cooperation.

I have shared with you many screenshots of them telling me that they have also forwarded my request to my VIP manager and that she would reach out to me in which to this day have not been contacted. because I started to get these emails saying that my email couldn't be delivered to that address. (I have sent you in a separate email).

You can clearly see in my what's app messages that I'm saying I have a gambling problem and they then saying they were going to pass along my request to my VIP manager quite a few times. That is taking advantage of Someone.

Hello Katek20211,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Katek20211, could you please clarify when exactly you made the last successful deposit and how much it was?

When did you inform the casino about your gambling problem for the first time? Please send me a screenshot with this message and the date clearly visible.

Good morning

I am unable to go into my account anymore to retrieve my transaction list l, can slots gallery please provide you with my deposit transactions for January and February?

My screenshots show the dates at the top that I have sent you by email.

I am hoping we can resolve this soon and receive some type of refund, Slots gallery needs to take accountability in this, they knew about my gambling problem and still did nothing to help.

Thank you

Unfortunately, this information is quite important, and players should provide it, as they are the ones requesting a refund. Could you please check the bank statement or other proof from the payment method you used, or perhaps see if you received any confirmation emails from the casino after depositing?

Dear Katek20211,

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.

Good evening

It is hard for me to tell which transactions were deposits to SlotsGallery as they come up as different names on my bank statements. They don't say Slots Gallery.,could they please provide you with my transaction list from December to February 2026? I don't see any emails from them from my deposits either.

You can clearly see i was asking them to close my account multiple times and you can also see how my VIP Manager would send me emails about bonuses while I was sending emails about my gambling addition. All I'm asking if for them to take some responsibility and provide a refund on some of my loses.

We sincerely apologize for the inconvenience you have experienced. Please understand that we can only assist with refund requests for deposits made after players have officially requested self-exclusion from the casino and communicated their gambling addiction clearly. In your initial correspondence, you did not state that you were struggling with a gambling addiction. It was only in February, through a WhatsApp agent, that you mentioned this issue; however, as noted by the agent, this was not an official channel for such requests. Subsequently, your account was closed a few days later in February.

Furthermore, in order for us to conduct a thorough investigation, it is necessary for players to provide deposit receipts for any deposits made after notifying the casino of their gambling concerns, or at least know the rough estimate. This information is essential to assess the value of the dispute, which we believe reflects what the player is entitled to should the casino fail to adhere to responsible gambling policies. Unfortunately, in light of the circumstances mentioned, we are unable to offer further assistance at this time.

Since your account has been closed, I can only recommend how to request self-exclusion properly in the future.

When applying for self-exclusion, contact the appropriate communication channel, state the reason why you want your account to be deactivated clearly, and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action, and take note of deposits you make after this request.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.