The player from Austria struggled to have their account closed despite multiple email requests due to concerns about gambling addiction, yet the casino remained unresponsive. After further communication, the account was confirmed as closed, resolving the player's issue. The Complaints Team marked the complaint as resolved in their system, offering future assistance if needed.
Slotimo Casino - Player's account closure request is being ignored.
Amount: €1
Slotimo Casino
Safety Index:Below averageSafety Index
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5.1
Slotimo Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
The casino won’t close my account. I have sent multiple emails requesting account closure due to gambling addiction, but the casino doesn’t respond.
Automatic translation:
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2 months ago
Hello Gluecksmaus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
Thank you very much in advance for your reply.
Best regards,
Nick
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2 months ago
Translation
My account was already closed in the past due to gambling addiction but I was able to get it reopened and now sent another email with the reason gambling addiction but they just don't respond
Automatic translation:
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2 months ago
Dear Gluecksmaus,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
