Slotsgallery Casino - Player's account closure request is ignored.

Hello,

on October 13 I sent slots gallery and email request to close my account. My account wasn’t closed. Since October 13 I had sent over 12 email, 4 chat, VIP chat and VIP email, WhatsApp message and a phone call to close my account and place $25 deposit limit. Neither one of these are as honoured. I was able to deposit over $5000 and have since lost it. I would like to receive a refund of the funds that I have deposited since I made my request.

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Dear Jamama,

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, 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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

I wanted my account close to ensure I wasn’t making any more deposits. I wasn’t winning a lot on the site and kept losing my money. I just didn’t want to be using this site anymore. I have several emails I sent. I will forward them all.

thank you!

I also sent several messages within chat but I don’t have access to them anymore. I also sent messages on WhatsApp. And one of the VIP managers called me to tell me about a bonus and I even told them. They said once my cash out was processed , I would have to contact them again. So I did. And still

nothing

Hello. Just hoping to get an update. Thanks

Thank you for your emails. I have reviewed the conversations between you and the casino’s customer support, and unfortunately, you did not mention gambling addiction as the reason for your account closure requests. In such cases, we are unable to assist with refund requests, as the casino cannot be held accountable for failing its responsible gaming duties when addiction is not explicitly stated.

The best we can do now is to assist you with the closure of your account.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Slotsgallery Casino, 

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 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." 

Please send another email to Slotsgallery Casino, add my email address to the CC ([email protected]), and keep me informed about any further developments. Thank you in advance. 

Dear Jamama,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.