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Hello,

I registered on Monday, September 8, 2025, and requested deletion of my account due to gambling addiction on Tuesday, September 9, 2025. To this day, after a total of four emails, my account is still active, and I have deposited and lost money.

I'm enclosing the emails I've received so far, along with some deposits, but that's not all of them, as I can only upload a certain number of pictures here.

I would also like my money back, as I specifically asked for my account to be deleted due to my gambling addiction.

Thank you for your help

Hallo,

ich habe mich am Montag 08.09.2025 da angemeldet und habe am Dienstag 09.09.2025 schon eine Löschung von meinem Konto wegen spielsucht angefordert. Bis heute nach insgesamt 4 mails ist mein Konto immer noch aktiv und ich habe noch Geld eingezahlt und verspielt.

anbei sende ich euch die mails bis jetzt. Und einige Einzahlungen aber das sind nicht alle da ich nur eine gewissen Anzahl an Bilder hier hochladen kann.

Ich würde auch gern mein Geld zurück haben, da ich ausdrücklich darum gebeten hab mein Konto zu löschen da ich Spielsüchtig bin.

Danke für eure Hilfe

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 24slots Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is open at the moment?    
• Did you send your request only via email or in live chat as well? Have you immediately mentioned that you've been struggling with gambling problems?
• Have you received any replies at all?
• Would you be so kind as to forward me all account closure requests (not as screenshots) that you sent to the casino? My email address is natalia.b@casino.guru.

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,

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

I just sent you several emails.

from two different email addresses. Please don't be surprised 🙂

Hallo,

ich habe ihnen eben mehrere mails geschickt.

von zwei verschiedenen Mail Adressen. Bitte nicht wundern 🙂

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello 7vmv45v6ys, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of 24slots Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for bringing the matter to our attention.

Please be advised that the player had requested account closure due to gambling-related issues to the designated e-mail address on September 9th, 2025, as stated by them.

As you are aware, considering the nature of these requests, our relevant department reviews each of these inquiries manually. Within the allocated timeframe, stated in our Terms and Conditions, the player's request was reviewed, processed and handled. The customer was also promptly informed of this.

Kind regards,

24slots Casino

Dear 24slots Casino, can you please confirm the date of the account closure, and that the account will not be reopened and all the marketing communication will cease? Thank you.

Dear 7vmv45v6ys, was your account closed, have you received the communication that the casino mentioned in the post above, and have you made any further deposits after sending the self-exclusion request, please?

Yes, the account was closed on September 15th.

My first request to close my account was on September 9th, due to gambling addiction. Theoretically, it should have been closed immediately, but I still had money deposited into the casino.

Ja das Konto wurde geschlossen am 15.09.

meine erste Bitte um das Konto zu schließen war am 09.09. wegen spielsucht. Theoretisch sollte direkt geschlossen werden, ich habe aber ja noch Geld eingezahlt bei dem Casino.

Dear Matej,

Kindly note that that each of these requests must be reviewed and handled accordingly, which requires some technical time. The relevant department took action within the allocated timeframe, the player's account was closed and will stay closed; they will not receive any marketing communications.

Additionally, we would like to address that as specifically stated in our terms and conditions, during the period that the request for self-exclusion may be pending, the customer understands, consents, and accepts that they are still sole responsible for any activity in their account.

Best regards,

24slots Casino

Dear 7vmv45v6ys, thank you for the confirmation of the account closure date. I would like to mention that immediate account closure is impossible. Whether it is regular closure or self-exclusion, casino staff has to manually do several internal checks, so while self-exclusion should be sone ASAP, it does not mean instantly. Also we can't place 100% of the responsibility on the casino and anything that is deposited or played between the self-exclusion request and the actual account closure (within reasonable time) is non-refundable. This is to prevent players from so-called "free betting", where they try to misuse self-exclusion policies to get their losses returned by stating gambling addiction. I do not mean this is your case, just trying to explain the situation.

Dear 24slots Casino, thank you for the confirmation of the account closure and cessation of the marketing communication. While I agree that it takes couple of hours to close the account, as per our Fair Gambling Codex, seems like in this case it took longer than what we would consider a reasonable time. Could you please confirm whether there were any deposits made between 12th September and the actual account closure, and whether you would be willing to refund said deposits (minus any withdrawals and winnings) to the player? Thank you.

Dear Matej,

Please note that our team is in direct contact with the player in order to resolve this matter in good faith.

Kind regards,

24slots Casino

Dear Matej,

Please note that our team has been in contact with the customer, and a mutual agreement has been reached. The matter is now considered resolved.

The player may confirm this as well. Once done, the thread can be closed.

Kind regards,

24slots Casino

Thank you for the update! Dear 24slots Casino, can you please confirm the account has been permanently closed without the option for reopening and all the marketing communication will cease?

Dear 7vmv45v6ys, can you please confirm the amount of refund you are receiving, so I can update our internal note properly? Thank you.

Dear Matej,

As already stated, the player's account was closed and will stay closed, there will be no marketing correspondence sent to them.

Kind regards,

24slots Casino

That is fantastic news, 24slots Casino, thank you for the confirmation! :)

Dear 7vmv45v6ys, can you please confirm the amount of refund you are receiving, so I can update our internal note properly? Thank you.

Yes, I received the refund and the account is closed.

thank you very much for your support🙂

Ja ich habe die Erstattung bekommen und das Konto ist geschlossen.

vielen Dank für eure Unterstützung🙂

Dear 7vmv45v6ys,

I am very happy to hear that your issue has been resolved, and would like to thank 24slots Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for the maximum protection it is recommended to have a friend or a family member to set the app's password in your stead,

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru