The player from Germany is filing a complaint regarding Slotuna, claiming he could use an account there despite a self-exclusion request from Casinoly. He lost several thousand euros after his self-exclusion date and requests an investigation into whether the self-exclusion should have applied at Slotuna, along with a potential refund for his losses.
Slotuna Casino - Player seeks investigation and possible refund after account closure.
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Slotuna Casino
Safety Index 8.5 HighCase summary
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1 week ago
Translation
I am filing this complaint regarding Slotuna.
On April 6, 2025, I requested a self-exclusion from Casinoly due to a gambling problem. This was accepted by the casino, and I was later even granted a refund of my deposits.
Despite this active self-exclusion, I was subsequently able to continue using a new or existing account at Slotuna. There, I was able to continue making deposits and lost several thousand euros in total.
In addition, I repeatedly requested that Slotuna close my account. The account was eventually closed, but I did not receive a refund for my losses.
I request that Casino Guru investigate whether my self-exclusion should have been enforced at Slotuna as well, due to their affiliation with the same corporate group. If so, I request that they examine whether I am entitled to a refund of losses incurred after April 6, 2025.
If a refund is possible, I would also like to request that you calculate the exact amount I am entitled to based on the complete transaction history.
Automatic translation:
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1 week ago
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.
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1 week ago
Dear Sajjo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.
To proceed further, could you please confirm whether you specifically requested a self-exclusion from Slotuna Casino?
I look forward to your reply.
Best regards,
Jean
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1 week ago
No, I did not request self-exclusion at Slotuna. I requested self-exclusion at Casinoly on 06.04.2025. My complaint is based on the fact that I believed both casinos were operated by the same operator/group and that the Responsible Gaming policy should therefore be examined. If the operator states that the self-exclusion did not apply across brands, I ask Casino Guru to verify which operator owned both casinos on 06.04.2025 and which Responsible Gaming policy was in force at that time.
