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I've been trying to block my account on this website since August 2nd due to gambling addiction. I've asked about it in the chat and sent several emails, but to no avail. I was informed in the chat that this could only be done via email. I did this. I also pointed out in an email that my account was being blocked due to gambling addiction. However, the only response I received was whether I just wanted a deposit limit or whether I wanted new bonuses. My account hasn't been blocked yet, and I've lost €410 since Saturday.

Ich versuche seit dem 02.08 mein Konto auf dieser Website aufgrund einer Spielsucht zu sperren. Habe im Chat danach gefragt und mehrere Mails geschrieben. Ohne Erfolg. Im Chat wurde ich darauf hingewiesen, dass dies nur per Mail möglich sei. Dies habe ich auch getan. Per Mail habe ich ebenfalls drauf hingewiesen, dass mein Konto aufgrund einer Spielsucht gesperrt werden soll. Als Antwort erhielt ich jedoch nur, ob ich denn nicht nur ein Einzahlungslimit möchte oder ob ich neue Boni haben möchte. Eine Kontosperrung ist bis heute nicht erfolgt und ich habe seit Samstag 410€ verloren.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing. To better understand your situation and assist you effectively, could you please provide more details by answering the following questions?

• Could you please forward me the entire email communication between you and the casino regarding the self-exclusion? My email address is veronika.f@casino.guru.
• Have you responded to the second email from the casino, persuading you to stay on the website and set limits?
• Have you passed the full KYC verification?
• Is it possible to set self-exclusion directly in your casino profile?

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

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly.

Stay safe.

Hello, I have provided you with all the documents via email. If you need anything else, please let me know.

kind regards

Clemens

guten Tag, ich habe ihnen alle Unterlagen per Email bereitgestellt, falls noch mehr benötigt wird, lassen sie mich es bitte wissen.

freundliche Grüße

clemens

Thank you for the email. Has the casino closed your account in the meantime, after you confirmed several times that you want to be self-excluded?

Yes, the account has finally been closed.

Ja inzwischen wurde das Konto endlich geschlossen.

I'm glad to hear that. Could you please specify how much money you deposited into the casino from 2 August up to the moment when your account was finally closed? Also, kindly specify when exactly the casino closed your account.

In total, I lost €410. My account was only blocked on August 5, 2025, at 11:58 AM.

Insgesamt habe ich 410€ verloren. Mein Konto wurde erst am 05.08.2025 um 11:58 gesperrt.

Thank you for your reply.

According to the available evidence, you submitted your self-exclusion request on August 2, and the casino closed your account on August 5. 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, PalmSlots Casino acted promptly and 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 as unjustified.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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