SlotsNBets Casino - The player's self exclusion failed.

I am trying to close my account as I have a severe gambling addiction. I have emailed over 20 times. They say the account is closed when it isn't, or close it for a certain number of days then allow me to start using it again.

I just want the account closing permanently but they will not do this

Hello Deborah,

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

Was your account verified in the casino? When did you first request for self-exclusion and did you specificly mention that you have gambling addiction? What did the casino respond to you when they contacted them with this issue?

Please also forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru

Looking forward to your answer and I hope we will be able to help you resolve this case.

Regards,

Nick

Casino.guru

Hi,

Yes my account was verified.

My first email was in July I believe, and I have specifically mentioned a severe gambling addiction in every email.

The responses are generally that they have closed my account for 7 days or 14 days. A few of the replies have been that my account is closed, but this is not true as I am still able to log in

Thank you Deborah for the additional information. I'll now forward your complaint to my colleague Andrej who will be assisting you from now on. Wish you best luck and I hope we will be able to help you out with your case.

Regards,

Nick

Dear Debbiebats,

I’m sorry to hear about your bad experience with SlotsNBets Casino. I’ll contact the casino representatives and see if I can help.

Dear SlotsNBets team,

Is there any excuse as to why Debbiebats’ gaming account has never been closed permanently even though she had repeatedly requested self-exclusion and mentioned her concerns about gambling addiction?

We would like to ask SlotsNBets 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’.

Dear Debbiebats,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.