Slotuna Casino - Player's account closure requests are ignored.

I have repeatedly asked Slotuna Casino to permanently close my account because I wanted to stop gambling.

This did not happen only once. During the period in which I was depositing and losing money, I repeatedly asked Slotuna to permanently close my account. Despite my requests, I was still able to access my account, deposit money and continue gambling. I then asked for my account to be closed again. This happened multiple times.

On several occasions, after I asked Slotuna to permanently close my account, I was offered bonuses instead. Despite asking for my account to be closed, I was encouraged to continue playing through bonus offers. Unfortunately, I no longer have copies of some of these older messages because I deleted them when I was upset.

However, I still have clear evidence of some of my account closure requests. I can prove that on 10 September 2026 I explicitly asked Slotuna to close my account permanently. On 14 September 2026, I again clearly requested that my account be closed immediately and forever.

Despite these requests, I was still able to make deposits afterwards. I also have payment evidence showing transactions after my requests to close the account.

My losses are substantial. I currently estimate the disputed amount at approximately €18,000, but I do not yet have my complete transaction history, so the exact amount still needs to be determined.

I would like Slotuna to provide my complete deposit, withdrawal and gaming history, as well as records of all my previous requests for account closure or self-exclusion.

I am requesting a refund of the losses for which Slotuna is responsible, particularly the losses incurred after my repeated requests to permanently close my account.

I can provide Casino Guru with screenshots of my account closure requests and payment evidence.

I am asking Casino Guru to help me resolve this complaint with Slotuna Casino.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotuna 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?
• Have you informed the casino of any gambling issues in the past?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email with a self-exclusion request and, at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Greetings Slotuna Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems/ due to reasons unrelated to any gambling issues (CHOOSE ONE THAT APPLIES)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period.

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

Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo Tomas,

vielen Dank für Ihre Antwort.

Ja, mein Konto bei Slotuna Casino ist derzeit noch geöffnet und ich habe weiterhin Zugriff darauf.

Ich habe das Casino in der Vergangenheit mehrfach darum gebeten, mein Konto zu schließen. Trotzdem wurde mein Konto nicht dauerhaft geschlossen. Stattdessen wurden mir teilweise Boni angeboten, und ich konnte weiterhin spielen und Geld einzahlen.

Ich habe bereits eine Rückerstattung meiner Verluste beantragt. Mein Anliegen ist insbesondere, dass ich trotz meiner früheren Anfragen zur Kontoschließung weiterhin spielen und weitere Einzahlungen tätigen konnte.

Ich werde Slotuna nun erneut ausdrücklich um einen dauerhaften Selbstausschluss aufgrund meiner Glücksspielprobleme bitten und Sie bei der E-Mail in CC setzen.

Falls erforderlich, kann ich Ihnen die vorhandenen Nachrichten, E-Mails und Nachweise zur Verfügung stellen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

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Thanks for your reply.

Please share the evidence you refer to with me.

Please inform me about the status of your account after you requested a self-exclusion from the casino.

I checked my email inbox and spam folders and couldn't find any email addressed to Slotuna Casino from you. Kindly confirm that you already sent an email to the casino as you indicated.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Aafifa,

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