Slotsgallery Casino - The player's account got closed.

Hello,

my account got disabled without any reasons given. I asked in the live chat and i asked via email and on both occasions they told me: "Your account was closed according to the administration decision. "

I then asked only for reason why exactly my account was closed. Since i was affraid that it may have been hacked or something and my private information was beeing released or something, but again, all that i got as an answer was :"Dear Thiemo ,

Unfortunately, this is the only information we can provide you with"

I mean? This is not normal, is it? I just want an answere why exactly my account was disabled. Thats it, nothing more. Just a reason.

Could you please contact them and ask them why exactly this is happening ?

Hello Saint90,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotsgallery Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you have any remaining balance or pending withdrawal on your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Mein Konto ist seit 1 Monat verifiziert und es es befindet sich derzeit Kein Geld auf dem Konto und es gibt keine ausstehenden Auszahlungen.

Ich hatte gestern den letzten Kontakt mit dem Casino per Mail, in der mir gesagt wurde das mir kein Grund genannt wird.

Es geht mir lediglich darum zu wissen warum mein Konto deaktiviert wurde, da ich sehr gerne auf anderen Seiten von "Hollycorn N.V." Konten eröffnen will, dies aber nicht kann da mein Konto hier gesperrt ist und dies sich auf alle andere Casino des "Unternehmens" auswirkt.

Ich finde wirklich nicht, dass es zu viel verlangt ist zumindest einen Grund zu erfahren warum mein Konto deaktiviert wurde.

Wie schon oben erwähnt, vielleicht wurde mein Konto gehackt? Vielleicht hat jemand von einem falschen Bank Account eingezahlt? Da mir hier keinerlei Information mitgeteilt wird, kann ich nur spekulieren.

Das mindeste worum ich bitte, ist eine Erklärung warum genau mein Konto geschlossen wurde.

Gruß,

Thiemo

Dear Saint90,

Unfortunately as long as you had no remaining balance or a pending withdrawal, the casino is allowed to close your account without any explanation - it works like that in almost every single online casino.

I can only recommend to try to find a new casino within a different casino group as it would be definitely risky to open an account with this group from now on.

Is there anything else we can assist you with?

Ich glaube ich habe noch etwas Geld auf dem Konto. Ich hatte vergessen das ich auf diesem Casino noch Geld hatte. Also könnten Sie das Casino bitte fragen warum mein Konto geschlossen wurde ?

Ich würde gerne den Grund wissen und auf mein Konto zugreifen da ich ja noch Geld auf dem Konto habe.

Ich hab noch 40-50 Euro auf diversen Konten des "Hollycorn N.V." Unternehmens.

Dear Saint90,

In your previous post you said that you have no money on your casino account. If you have some on other casino accounts, you will have to submit a complaint directly to that casino.

Wie ich bereitss gesagt habe, habe ich vergessen das ich noch Geld auf diesem Konto hatte.

Das kann ja wohl passierren das man so etwas vergisst. Also nochmals: ich hae noch geld auf dem konto von slotsgallery und bitte daher um eine Erklärung warum mein Konto geschlossen wurde.

Hello Saint90,

As we need more details from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Please note that if the casino informs us that you have no remaining balance on your account, the complaint will be closed.

Wish you best luck resolving it.

Regards,

Nick

Hello Saint90,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slotsgallery Casino to join the conversation.

Dear Slotsgallery Casino,

Can you please provide information on why has the player account been closed? Was there any balance on the player's account before closing?

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.

Hello everyone,

Please note that the player's account balance is zero and there are no pending withdrawals. The latest withdrawal request for 5000 EUR was processed and the player received the winnings.

As per our Terms and Conditions, the Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice.

Thank you for the response, Slotsgallery Casino.

Dear Saint90,

As per the casino's response, all financial obligations towards you by the casino have been fulfilled and your casino balance is zero, the casino can close your account anytime as stated in the casino's terms and conditions.

This is a common rule in almost every single online casino. As my colleague Nick mentioned, we can only recommend you find a new casino within a different casino group as it would be definitely risky to try to open an account within this group from now on. I would kindly advise you to check and play in the recommended casinos from our list. We pride ourselves on having one of the largest casino reviews databases on the market where we fairly review and rate every casino so the players can see what they can expect from each casino and freely choose where to play. We will now Reject this complaint as the casino has acted according to its terms and conditions. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal