The player from Germany filed a complaint regarding Slotuna, claiming he had been able to use an account there despite a self-exclusion request from Casinoly. He lost several thousand euros after his self-exclusion date and requested an investigation into whether the self-exclusion should have applied at Slotuna, along with a potential refund for his losses. Upon investigation, it was found that self-exclusion requests applied only to the specific casino where they were made, and neither Casinoly nor Slotuna had been licensed by the Curaçao Gaming Authority at the time but by the Anjouan Gaming Authority, which did not mandate cross-brand self-exclusion. Since the player had not requested self-exclusion at Slotuna, the self-exclusion did not apply there, and therefore no refund was warranted. The complaint was closed accordingly.
Slotuna Casino - Player seeks investigation and possible refund after account closure.
Unjustified complaint
Amount: €3,500
Slotuna Casino
Safety Index 8.0 HighCase summary
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.
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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
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.
TranslationHowever, I would like to point out that the Responsible Gaming Policy of the Curaçao Gaming Authority (version 1.0 dated April 17, 2025) explicitly provides that self-exclusion applies to all brands and domains operated under the same operator's license.
Furthermore, the directive stipulates that:
the account is closed after a self-exclusion,
the player can no longer log in,
and the operator must take measures to prevent the creation of new accounts by self-excluded players.
For this reason, I ask you to check whether Casinoly and Slotuna were operated under the same operator license or the same operating company at the time of my self-exclusion on 06.4.2025 and which Responsible Gaming rules applied at that time.
If this was the case, I request an investigation into why my self-exclusion was not also applied to the other brand.
Thank you for your support.
Thanks for your reply.
Online casinos act as separate entities - what you request in an online casino affects your account in that casino only. Online casinos are not obligated to extend the self-exclusion to sister casinos.
Neither casino had a license from the Curaçao Gaming Authority at the time you requested self-exclusion from Casinoly Casino. They previously were licensed under Anjouan Gaming Authority. However, casinos operating under Anjouan Gaming Authority license, you will need to request self-exclusion due to gambling problems in each online casino where you have an open account. That is because self-exclusion across brands isn't mandated by the licensors and only a few groups of casinos operating under this license go beyond to offer such protection.
If you don't request a self-exclusion in an online casino, you can't expect to be protected.
Consequently, we aren't able to assist you with a refund of your lost deposits, and your complaint will be closed accordingly. Thank you for your understanding.
I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
