SlotsGem Casino - Player's account was closed after significant losses.

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Dear Pokec111, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Slotsgem Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response.

Yes, I can confirm that I have successfully completed KYC verification at the casino.

I did contact the casino multiple times:

• I sent emails requesting permanent account closure and self-exclusion because of my gambling problem.

• I also contacted them via chat and informed them about my addiction.

Despite this, my account remained open and I was allowed to continue depositing and gambling after my self-exclusion request.

I am attaching all available screenshots and communication as evidence.

Please let me know if you need any additional information.

Kind regards,

[Redacted]

Dear player, thank you for your emails. Could you please clarify when did you first express your gambling problems to the casino? Was it on the 13th of February?

Additionally, do I understand correctly that you no longer have access to your account? If so, could you please clarify when exactly did the casino close your account?

Thank you in advance for your cooperation.

Hello,

I first reported my gambling problems and request to close my account to the casino on February 13, 2026 at approximately 11:00-11:30 a.m. via email, in which I clearly stated that I had a gambling problem and requested immediate account closure (self-exclusion).

Despite this request, the casino did NOT immediately block my account. On the contrary, the account remained active and allowed me to continue logging in and making deposits.

After submitting the application, I made several deposits on the same day, for example:

13.02.2026 at 14:15

13.02.2026 at 14:33

13.02.2026 at 14:39

13.02.2026 at 14:46

13.02.2026 at 14:50

13.02.2026 at 15:05

13.02.2026 at 15:13

This clearly demonstrates that the casino failed to respond in a timely manner and breached its obligation to immediately block the account after reporting problem gambling.

My account was blocked only later, after further communication with support, not immediately after my request.

Therefore, I am requesting assistance in resolving this situation and the return of deposits made after my self-exclusion request.

Thank you for your help.

Dear Player, thank you for your clarification. Could you please confirm the exact date when the casino closed your account?

Thank you in advance for your cooperation.

Account closed 14.2

I apologize, Pokec111, but we won't be able to assist you with the refund. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, SlotsGem Casino restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint.

Best regards

Attila

Casino.guru

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