Slotsgallery Casino - Player’s account remains open and withdrawals canceled.

I am writing to file a formal complaint against the online casino SlotsGallery. In summary, the casino refused to close my account upon my request, instead continued to solicit me with bonuses, and then confirmed my withdrawal requests only to cancel or stall several them. Below is a timeline of events demonstrating this behavior, followed by the resolution I am seeking.

Nov 22 – Account Closure Request: I contacted SlotsGallery support to close my account immediately. The support agent acknowledged my request but refused to close the account, leaving it active against my wishes.

Nov 28 – Early Dec – Ongoing Promotions Despite Request: In the days after my closure request, SlotsGallery kept sending me promotional emails urging me to play. The casino was clearly ignoring my request and enticing me to continue gambling with bonuses and VIP rewards.

Nov 28 & 29 – Withdrawals Approved then Canceled: On Nov 28 and 29, I requested withdrawals of NOK 30,000 and NOK 56,000 (roughly €8,000 in total winnings). Both times, I received an email confirming that my cashout was approved (subject: "Your cashout is successful!"). However, the casino later canceled both withdrawals. I received no payout at all – the funds were simply returned to my casino balance without explanation. This meant I never actually got my winnings, and I ended up gambling that money back due to the casino’s actions.

Dec 1 – Third Withdrawal Stalled: I made a third withdrawal request on Dec 1, and again received an approval email. This time the withdrawal remained in a pending state for days and was never paid out. Once again, I was left without the funds that had been promised to me.

Failure to Block Deposits: Throughout this period, I repeatedly asked SlotsGallery to remove my saved payment card details and block further deposits (since I wanted the account closed). They did not comply. My card remained on file and I was still able to deposit money, which made it easy to keep gambling despite my attempts to stop.

Dec 6 – Account Still Not Closed: As of Dec 6, after multiple demands, my account remains open and active. I have received no confirmation of closure or any indication that my requests have been honored.

Unethical Conduct Summary

SlotsGallery’s behavior in this case has been highly unethical and problematic:

Ignored Self-Exclusion: The casino ignored my account closure / self-exclusion requests and failed to implement basic responsible gambling measures (my account stayed open and deposits were not blocked).

Pushed Me to Continue Gambling: They encouraged continued play with constant bonus offers and VIP cashback offers even after I tried to stop gambling.

Canceled My Winnings: They approved then canceled several withdrawals, preventing me from cashing out and ultimately causing me to lose those funds.

Requested Resolution

I am seeking a fair resolution that addresses the losses caused by SlotsGallery’s failure to close my account:

Refund of Deposits After Nov 22, 2025: Refund all deposits I made after November 22, 2025 (the date of my initial closure request), minus any withdrawals that were actually paid out to me. This would return the net amount I lost from the point when my account should have been closed. This is the disputed amount of 3175.15 euro.

Account Closure and No Contact: Permanently close my SlotsGallery account as originally requested and remove my contact from all marketing/promotional lists (no further emails or offers).

To be clear, I am not asking for the random canceled withdrawal winnings after November 22. I am asking to recover the deposits I never should have been allowed to continue losing after my closure request.

Thank you for your attention to this matter. I ask CasinoGuru to assist in holding SlotsGallery accountable and ensuring that the requested remedy is provided. I am available to supply any additional information (approx. 50 e-mails), and I hope for a prompt and fair resolution so that I can put this experience behind me.

Summary of Key Violations by SlotsGallery:

1. Ignoring Written Accusations of Misconduct: The casino never responded to my direct claims about cancelling winnings.

2. Ignoring Six Separate Closure Requests (e-mail & chat): Despite multiple clear demands, my account was never closed. This is the most serious and provable failure.

3. Sending Bonuses During Closure Requests: Promotions continued after my closure requests — a violation of responsible gambling standards in nearly every jurisdiction.

4. Inventing Fake Narratives to Stall Payouts: Excuses like "finance department delay over the weekend" were used to create a false sense of progress while blocking my withdrawals.

5. Exploiting the VIP System to Pressure Play: The VIP perks and cashback were used as tools to keep me gambling, even after I made clear I wanted to stop.

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Dear refw,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

Hi Katarina,

Thanks for opening the case.

Reason for closing: I requested closure because I needed to stop gambling (loss of control / escalating harm). This was not a casual "close it for now" request. I expected the operator to act responsibly: close/lock the account, stop marketing, and stop enabling deposits.

Why the closure vs. self-exclusion distinction doesn’t change the core issue: Regardless of terminology, I clearly and repeatedly instructed SlotsGallery to permanently close my account (11 times) and stop enabling play. Instead, they kept the account open, continued sending bonuses/VIP promotions, and responded with retention language rather than actually closing it, over and over again.

As requested, I’m forwarding clear documentation showing my repeated closure requests and the casino’s responses/behavior. I can provide the full set of documentation if needed, around 50 mails of communication.

For transparency in the case (visible to all parties), I’m sending the following evidence first per e-mail to you:

A) Proof of my closure request + failure to act

Close account.eml (Nov 22, 2025 – my first written request to permanently close the account)

Re_ Close account_1.eml ("Don’t be in a hurry to close your account.")

Re_ Close account new.eml (closure demand repeated / account still open)

Re_ Close account new 2.eml (casino claims "first time receiving" closure request — contradicted by the Nov 22 email)

B) Proof they kept marketing me after I tried to stop

You've got a bonus.eml (Nov 28 promotional email after my closure request)

You have received a VIP bonus!.eml (VIP promotion during the same period)

C) Proof their own support acknowledged poor handling

Screenshot_2025-12-05 (Dec 5 chat screenshot)

Thank you for accepting the case, I hope for a fair resolution.

Dear refw,

thank you for your email.

I have carefully reviewed the communication you shared with us. Unfortunately, I was unable to find any message in which a self-exclusion request was submitted.

Could you please try to locate the self-exclusion request and send it directly to my email at [email protected]? Once the email has been sent, kindly let me know in this thread so I can confirm its receipt.

Additionally, could you please let me know the date of your most recent deposit?

Thank you for your cooperation, and I look forward to your response.

Katarina