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Hello,

I've been trying to close my account or request a self-exclusion for a week now, citing a gambling problem.

Unfortunately, the casino isn't responding to my request. I keep getting email replies from customer service telling me to contact customer service using my registered email address. I'm doing that, though. I've already threatened to contact their complaints management, but they still haven't responded to my request.

Hallo,

ich versuche seit einer Woche mein Konto zu schliessen bzw. einen Selbstausschuss zu beantragen, mit der Begründung, dass ich ein Spielproblem habe.

Leider geht das Casino nicht auf meine Anfrage ein. Ich bekomme vom Kundenservice immer wieder eine Antwort per E-Mail, wo drin steht, dass ich den Kundenservice von meiner registrierten Email Adresse kontaktieren soll. Das mache ich jedoch. Ich habe schon damit gedroht ihre Beschwerdeaufsicht zu kontaktieren, jedoch gehen die weiterhin nicht auf meine Anfrage ein.

Dear Apostolos1313,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotimo Casino.

Please note the communication you submitted in your first post is regarding a different casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?

I would recommend that you send another request, but this time, include me in the copy of your email.

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 Slotimo 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.

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."

Please send another email to customercare@slotimo.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I can still access my account. I contacted live chat, but received no response. I was able to make a deposit yesterday.

I have now submitted another motion for a self-committee using your wording and have copied it for you. I will forward the motions you have already sent to you.

Ich kann weiterhin auf mein Konto zugreifen. Den Live Chat habe ich kontaktiert, jedoch keine Antwort erhalten. Ich konnte gestern noch eine Einzahlung tätigen.

Ich habe jetzt nochmal einen Antrag auf Selbstausschuss gestellt mit Ihrer Formulierung und Sie in Kopie genommen. Die bereits geschickten Anträge werde ich Ihnen weiterleiten.

I was told in the live chat that I Does that mean I've been writing to the wrong email address the whole time?

Mir wurde im Livechat gesagt, dass ich an customerassist@silverplay.com schreiben soll. Heisst das ich habe die ganze zeit an eine falsche Email Adresse geschrieben??

My account was closed immediately after I wrote to the correct email address.

On June 9, 2025, I contacted the live chat and informed the employee that I was addicted to gambling, requesting that my account be closed.

Unfortunately, the customer service representative gave me the wrong email address for me to write to. Instead of costumercare@slotimo.com , I was given the email address costumerassist@silverplay.com . The casino probably did this on purpose to keep me playing. I've since deposited another €1,350.

Is there a way to get the amount back from the casino since they did not respond to my request and intentionally gave me a false email address?

I have sent you screenshots of the chat and the deposits via email.

Mein Konto wurde nachdem ich der richtigen Email Adresse geschrieben habe nun direkt geschlossen.

Am 09.06.2025 habe ich den Live Chat kontaktiert und den Mitarbeiter mitgeteilt das ich spielsüchtig bin, mit der Bitte mein Konto zu schliessen.

Leider hat mit der Mitarbeiter eine falsche E-Mail Adresse genannt vom Kundenservice wo ich hinschreiben soll. Statt costumercare@slotimo.com wurde mir die E-Mail Adresse costumerassist@silverplay.com genannt. Das hat das Casino sicherlich extra gemacht, damit ich weiterspiele. Ich habe seitdem nochmal 1350€ eingezahlt.

Gibt es die Möglichkeit den Betrag vom Casino zurück zu holen, da sie nicht auf meine Anfrage eingegangen sind und mir vorsätzlich eine falsche E-Mail Adresse genannt haben?

Ich habe Ihnen Screenshots vom Chat und von den Einzahlungen per Email geschickt. 

Thanks for your patience.

After reviewing the evidence, we consider the situation very unfortunate, but we can't assist you with requesting a refund of newly deposited funds.

We consider the information pointing towards the correct email address and self-exclusion instructions readily available on the casino's website.

Even though it's clear the casino support made a mistake, we consider a certain time for the casino to enact the self-exclusion expected in the process as acceptable.

Considering these circumstances, you were given sufficient information to act to protect yourself from further play.

Regardless of our position on the matter, I encourage you to request a refund directly from the casino due to the casino support agent not informing you correctly about the responsible gambling options available to you.

Since you confirmed your account was closed, due to the aforementioned reasons, this complaint will now be closed without further assistance. 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 any online casino in the future.