SlotsGem Casino - Player's account has not been properly blocked.

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.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues?
• Have you registered with the same phone number on all of the accounts?
• Have you registered using accurate personal information?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?
• Could you please share with me your communication with the casino regarding the blocking of your details? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Thanks for your patience.

I went over the communication you provided.

To conclude, the casino should have protected you. Kindly provide the earliest self-exclusion request addressed to the casino.

The email you included in your message to me was from July 14th. Kindly provide a detailed timeline of events of when each account was active.

Send the information to my email at tomas@casino.guru

Dear JesselitoK,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of JesselitoK. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message (translated):

I can write now. My account’s been closed, but I’d like you to check with Slotsgem to see what’s going on!

Dear JesselitoK,

I went over the communication you provided.

In your response from July 14th, you asked the casino for a refund of 90€ and 150€, based on previous events.

Kindly share evidence that the casino should have protected you from making further deposits before, such as your previous communication that should have resulted in player protection measures for you.

Kindly provide a detailed timeline of when the casino should have acted and when you deposited and lost money.

Send the evidence to my email at tomas@casino.guru

Dear JesselitoK,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru