Slotimo Casino - Player’s attempt to close the account has been overlooked.

Hallo,

ich habe bei Slotimo gespielt und sehr viel Geld verloren. An einem Punkt habe ich im Chat drum gebeten, mein Account zu löschen. Wurde allerdings nicht getan. Danach hab ich explizit geschrieben, dass ich süchtig bin und daraufhin hat mich einer bei Whatsapp angeschrieben und mir 600€ Bonus angeboten. Daraufhin habe ich wieder sehr viel Geld verloren. Ich habe den Chat Transcript angefragt, bekomme diesen jedoch nicht. Kann man hier irgendetwas tun?

Dear Mithooran,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll 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 understand from the forwarded screenshots that you haven't mentioned gambling problem when requesting the account closure, is that correct?

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 Slotimo 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@slotimo.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Best regards,

Petronela

Dear Mithooran,

Have you succeeded in closing your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.