The player from Germany had been unable to close their account at Slootz Casino due to addiction issues, and the casino had been unresponsive to their emails. We had advised the player to provide original emails sent to the casino and to clearly state their request for self-exclusion, including a specific time period and reason. After the player had followed our advice, their account was successfully closed. We then marked the complaint as resolved in our system.
Slootz Casino - Account closure request ignored by casino.
Amount: ??
Slootz Casino
Safety Index:Very lowSafety Index
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1.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Good Day
I have been trying to close my account with Slootz Casino for 1 week now
due to gambling addiction
The casino is not responding to emails
and my account hasn't been closed yet
please help
Automatic translation:
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8 months ago
Dear Landgraf1994,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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8 months ago
Hi Landgraf1994,
- Could you kindly provide the original emails that you sent to the casino rather than screenshots of your email inbox?
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Slootz Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@slootz.io (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
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8 months ago
Translation
Good day
my account has just been closed
Thank you for your help
Automatic translation:
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8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Landgraf1994, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
