Slots Gallery Casino - Player's account remains open despite self-exclusion request.

Dear CasinoGuru Team,

I am submitting a formal complaint against Slots Gallery regarding a severe Responsible Gambling breach and failure of Duty of Care.

1. Background:

I explicitly informed Slots Gallery via Live Chat support that I suffer from a severe gambling addiction and requested an immediate, permanent closure of my account across their entire network.

2. Breach of Duty of Care:

Despite my clear statement regarding gambling addiction, the Live Chat agent failed to immediately freeze/close my account. The casino allowed my account to remain active, leading to further deposits while I was in a highly vulnerable state.

3. Unreasonable Demands:

When I requested a full refund of all deposits made after my addiction statement, the casino began conditioning my account closure and refund on submitting private, highly sensitive medical records. Forcing a player to disclose confidential medical files to enforce a self-exclusion violates GDPR and basic player protection principles. Under Responsible Gambling regulations, a clear written self-declaration of gambling addiction is legally binding.

4. Requested Resolution:

- Full refund of all deposits processed after my explicit Live Chat addiction declaration.

- Immediate, permanent, network-wide self-exclusion.

- Delivery of my Live Chat transcript logs.

I have all communication records and transaction history ready to provide upon request.

Sincerely,

C. G. D.

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Dear daniel_g_c,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika