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Hello, this casino has reopened my account even though I stated that I am a gambling addict! I therefore demand that the casino refund the €150 I have lost since my account was reopened! Please help!

Guten Tag, diese Casino hat mein Konto wieder geöffnet obwohl ich angegeben habe dass ich spielsüchtig bin! Ich fordere daher das Casino auf mir die 150€ zurück zu erstatten die ich seit der Wiedereröffnung meines Accounts verloren habe! Bitte um Hilfe!

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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.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with SlotNeo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When exactly did you state your gambling problems to the casino?
• Has the casino reopened your original account or have you registered a new one?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Dear Player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, i still sent you two E-Mails! Please check!

Dear Player,

Thank you for your response.

Could you kindly forward your original self-exclusion request directly to my email, rather than attaching it as a screenshot?

Additionally, may I ask if you have made any deposits since the casino reopened your account? If so, could you please attach the receipts for those deposits as well?

Furthermore, do you still have access to your account at this time?

Thank you for your cooperation.

Dear Christoph90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Christoph90. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

Thank you for providing the forwarded evidence. Could you please advise when did the casino reopen your account? Additionally, did they do so upon your request? Have you received any promotional offers from the casino following your self-exclusion?

Thank you in advance for your reply.

The Casino reopened my Account on 1th March 2026! I sent them a E-Mail to close my permanently on 19th February 2026! In the E-Mail i told them to close my Account permanently because im accident to gambling! I sent you the original E-Mail! I got an E-Mail on 1th March 2026 that my Account is reopened thats why i start playing again!

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Christoph90, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of SlotNeo 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 reaching out and allowing us to clarify the situation regarding this account. We take responsible gaming seriously and appreciate the opportunity to explain our procedures.

We would like to explain the distinction between a permanent self-exclusion and a temporary account timeout on our platform:

• Permanent Self-Exclusion: To initiate a strict, irreversible self-exclusion, players must explicitly select and activate the self-exclusion option directly through our internal system tools. This ensures the block is hard-coded into the system and cannot be bypassed by support staff.

• Account Timeout: Because the player did not utilize the automated self-exclusion feature within the system, our team applied a standard account timeout based on the email received.

Per our operating protocols, an account placed on a standard timeout—rather than a system-level self-exclusion—can be reactivated. If a player on a timeout contacts our support team via Live Chat or WhatsApp and explicitly requests that the block be disabled, our agents are permitted to reopen the account following a review.

Because the account was under a timeout status rather than a hard system exclusion, the restriction was being able to lifted. We acted in accordance with our platform's established policies regarding timeouts versus system-initiated exclusions.

Thank you for your time and assistance in this matter.

Best regards,

SlotNeo Compliance Team

Slotneo, I have clearly informed you that I am a gambling addict, which means you must permanently close my account without the possibility of reopening it! I have already sent Casinoguru the original email in which I told you, "Close my account permanently now, I am a gambling addict!"

Thank you for the explanation, dear SlotNeo Casino, although I have to second the above post from the player.

The message has been very clear, and nowhere in your terms or responsible gambling page is written, that the self-exclusion has to be initiated by the plyer via profile. In fact, the terms are stating:

3.8 Self-Exclusion: To self-exclude, you may contact customer support via live chat or email (support@slotneo.com). It is your responsibility to inform us of any other accounts you hold and to refrain from creating new ones. The Company accepts no liability for losses incurred on other accounts or due to continued gambling activity.

The palyer has adhered to the terms and requested self-exclusion via support e-mail. Stated gambling addiction as the reason, and specified the length of the exclusion to be "forever". Since the procedure has been followed by the player, Caisno Guru believes this to be a failure in player protection on the casino side.

First request for permanent account closure due to addiction has been received by the casino on 19/02, and therefore I would like to ask if you could e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals since 19/02, for a review. No information will be forwarded or shared with other parties, and is purely for purposes of internal investigation. Thank yo ufor your understanding and cooperation.

Dear Matej,

Thank you for your response. We have reviewed your request and have just forwarded the requested cashier history, game logs, and relevant live chat transcripts directly to your email (matej.l@casino.guru) for your internal investigation.

These documents will provide a clear timeline of the player's account activity and their direct requests to our support team to reopen the account.

Please let us know if you require any further information or clarification.

Best regards,

SlotNeo Casino Representative

Thank yo uvery much for the detailed response, SlotNeo Casino, much appreciated. I have responded with explanation and proposal of resolving this complaint.

Dear Christoph90, once I hear back, I will post an update here as well, to keep you up to date with the events.

Hello,

We have just replied to Matej's email regarding the proposed resolution and have confirmed the actions taken on our end.

Best regards,

SlotNeo Compliance Team

Thank you for the message, SlotNeo Casino, and the account closure confirmation.

Dear Christoph90, the casino has confirmedyour account has now been closed due to gambling addiction, and all security measures were put in place to ensure you will stay safe in the future. However, I have not received your cashier history, only a note that a refund proposal has been sent to you. Please, can you confirm the refund amount stated by the casino (so I can adjust our internal notes), and whether you have accepted it? Thank you.

Hello Matej, unfortunately I have not yet received a refund proposal or an email from SlotNeo!

I see. If you could check the spam box next, I would appreciate that.

Dear SlotNeo Casino, can you please either send the proposal or let us know within this thread, I can make the post private so nobody except the player can read it, if necessary. Thank you.

Hello Matej, i already checked the spam box but i have not received a Mail yet!

Hello Matej, i contacted Live Chat from Slot Neo today and they banned me instantly!

Okay, I'm sorry, I was just a bit upset because I didn't receive an email! It was my mistake, I apologize to Slotneo Live Chat!

I haven't received a single email from Slot Neo yet!

Dear Matej,

We would like to provide our final decision regarding this case following a thorough review by our Risk and Fraud department.

Here are the established facts of this situation:

• The player's account was successfully closed within 24 hours of his initial request on 19.02.2026.
• The player actively and persistently pursued our live chat support to have his account reopened so he could continue playing.
• Public records on Casino Guru demonstrate a clear, systematic pattern of this exact behavior across numerous other casinos—intentionally bypassing restrictions to play and subsequently demanding refunds.
• The player has recently exhibited highly abusive and aggressive behavior toward our customer support staff.
• We have detected that the player is creating multiple Trustpilot accounts in an attempt to maliciously manipulate reviews and target our brand.

Due to this calculated pattern of abuse, hostility toward our staff, and malicious external activity, SlotNeo Casino will not be issuing a refund.

The player's account remains permanently closed, and his credentials have been strictly blacklisted across our platform. We consider this matter completely resolved on our end.

Best regards,

SlotNeo Casino Representative

Hello, That's the best joke of the day! I never asked to reopen my account; it was reopened by you without my consent! Do you know what it means to be a gambling addict? You desperately search for a way to gamble again! Apparently, you don't! I wrote to you on February 19, 2025, to close my account permanently, and my account was ONLY closed until March 1, 2026, and then reopened by you! I never asked to reopen it! Don't spread lies here, or I reserve the right to take legal action against you! And now you're making excuses because I left two reviews on Trustpilot, which I find truly pathetic! I only wrote the truth on Trustpilot and didn't spread any lies! I can also send my reviews to Casinoguru! I find it truly sad that you don't take gambling addiction seriously and accuse me of doing this intentionally! I reserve the right to take legal action against you!

Please send a copy of my request to reopen my account here!!!! You won't find it because I never asked to reopen my account. My account was reopened by you on March 1, 2026, without my knowledge! And again, regarding the claim that I do this with other casinos too! That's not true. I only do it if I've permanently closed my account due to my gambling addiction and the casino simply reopens it! Otherwise, I couldn't do it at all, since the casino doesn't know beforehand whether a gambling addiction exists! You knew on February 19, 2026, when I emailed you, that I was a gambling addict, and you reopened my account on March 1, 2026! What I also find very interesting is that other players are reporting that closed accounts are simply reopened too!

Thank you for the further details, SlotNeo Casino, this is very helpful.

While we are aware of this particular user's activities, we also believe those would not be successful, if the self-exclusion at casinos was working as intended. In cases of permanent account closure due to self-exclusion, Casino Guru sees any reopening of such acccounts as a failure in player protection.

We always strongly recommend never to reopen accounts closed due to gambling addiction, as such cases always ends up the same way - sooner or later the player loses a lot of money and opens a legitimate complaint. If the account stayed closed as originally stated, there would be no complaint to lodge in the first place.

I would like to ask if you could e-mail me (matej.l@casino.guru) any evidence of the player requesting the account reopening after self-exclusion and reasoning behind doing so, as well as the alleged support staff abuse and TrustPilot review bombing, I can review it and if needed, take this case to be consulted in an internal meeting. Thank you very much.

Hi Matej, has Slotneo not contacted you yet?

Thanks Chris

Dear Matej,

We have sent you an email.

Best regards,

SlotNeo Casino Representative

Hello Matej,

any updates?

Thank you for the message, SlotNeo Casino, I have reviewed the evidence and sent you my response.

Dear Christoph90, in my communication with the casino representative, I have also advised to proceed with the refund. While waiting for their repsonse, I would strongly advise you to delete multiple negative reviews against SlotNeo you have posted on Trustpilot. Using multiple accounts to post fake reviews is against the website's user policy, and would also win you some goodwill with SlotNeo, when considering the refund. Having one accont and post one review per casino is enough to get the point accross, and there is no need to break the rules. Thank you for your understanding and cooperation.

Hello Matej,

i have deleted my multiple reviews, so there is only 1 Review left!

Thank you!

Hello Matej,

We have replied once again to your email.

Thank you.

Thank you very much for the message, SlotNeo Casino, I have received it and sent my response.

Dear Christoph90, thank you for deleting the additional reviews. I understand your frustration, but staying within lines of professional conduct is very important, especially in tense situations like this.

To keep you up to date with the latest happenings: I have been communicating with the casino represntative on your behalf, sharing Casino Guru's views of the matter and discussing possible outcomes. Since pretty much all that needed to be said has been said by now, I believe that once I hear back from the casino representative, I will be able to share my findings, announce the verdict and advise next steps.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Why does Slotneo not response anymore?

Hello Matej,

We have sent you another email.

Thank you.

Thank you for the response, dear SlotNeo Casino, much appreciated. I will respect your decision and not pursue this matter further.

Dear Christoph90, after e-mail communication between myself and SlotNeo Casino representative, we have reached a point where further mediation is impossible and the complaint will be closed.

From the casino's point of view you are not eligible for any refund due to multiple breaches of their T&C regarding staff abuse, review spamming and multi accounting. Their decision is final and will not change.

From Casino Guru's perspective the casino has failed to properly apply self-exclusion to a known gambling addict, which is against our Fair Gambling Codex and player protection rules.

Due to the above, I will mark the complaint as "unresolved" in our system, and it will negatively impact casino's future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Going forward, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions.

While atthe validator's page, you should also click on the Self-Exclusion button and finish the registration to get excluded from all Anjouan-licensed casinos, to stay safe online. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej