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The casino is not responding to my request to close my account or process my self-exclusion of indefinite duration. Two emails to support have gone unanswered.

I can still deposit money even though I clearly mentioned my gambling addiction and the need for prompt action in the email.

Das Casino geht nicht auf den Wunsch ein mein Konto zu schließen bzw . Bearbeitet meine des selbstausschluss von unbestimmter Dauer nicht . Zwei Mails an den Support sind nicht beantwortet.

ich kann weiter Geld einzahlen obwohl ich klar in der Mail auf meine spielsucht und entsprechend schneller Bearbeitung hingewiesen habe

Dear Marti89, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Dear Marti89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Marti89. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Leider wurde mein Konto wieder eröffnet vom Casino , trotz der Bitte es dauerhaft zu schließen . Entsprechend ist wieder viel Geld eingezahlt worden. Ich möchte eine dauerhafte Schließung von Konto bitte

Dear Marti89,

Do I understand correctly that you told the casino about your gambling addiction for the first time on 30 September?

Has your account been blocked in the meantime, or are you still able to access it?

When was the last time the casino customer support communicated with you?

I had already tried to block my account permanently, but it was only temporarily closed for 30 days.

Since 9/30/24 I have asked several times to have my account closed. But instead I receive bonus credit in the casino. Which of course leads to gambling again. My requests are not responded to at all

Ich hatte schon einmal versucht mein Konto zu sperren dauerhaft , daraufhin wurde es nur 30 Tage temporär geschlossen.

ich habe seit dem 30.9.24 Öfter gebeten mein Konto schließen zu lassen. Erhalte aber stattdessen Bonus Guthaben im Casino . Was natürlich wieder zum Spielen führt . Auf meine Bitten wird überhaupt nicht reagiert

Unfortunately my account has not been blocked yet and there is still no response to my emails. Can you help me as soon as possible?

Leider wurde mein Konto immer noch nicht gesperrt . Und es wird weiter nicht auf meine Mails reagiert . Können sie mir schnellstens helfen ?

Thank you very much, Marti89, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marti89,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 24Slots Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

The dedicated team received the player's request, reviewed it, and processed it within the timeframe described in our terms and conditions. Please note that each request is manually reviewed and a technical time is required for the completion of it.

Regards,

24Slots Casino

Dear 24Slots Casino,

Can you tell me exactly how long did the whole process take? From the player's initial mention of gambling addiction to the time of account closure?

the first request was on 30.09.

On October 10th the account was closed. However, only for 90 days. I would like a permanent closure as I requested. Can you please inform the casino?

die erste bitte war am 30.09 .

am 10.10 wurde das Konto dann geschlossen . Allerdings nur für 90 Tage . Ich hätte gerne aber eine dauerhafte Schließung wie ich es gewünscht habe . Können sie das dem Casino bitte mitteilen

Dear 24Slots Casino,

Is the player's account closed permanently, or only for 90 days? If so, can you make the closure permanent?

Dear Michal,

Please note that the player submitted several requests over the span of a few days. Some of them lacked timeframe, while others specified temporary closure.

Currently, the player's account status was changed as per their request.

Regards,

24Slots Casino

Dear 24Slots Casino,

We consider 7 working days to be too long for the self-exclusion process. The user mentioned permanent account closure in the email from the 30th of September, therefore, the timeframe was specified.

Dear Marti89,

When exactly did you make the disputed deposits of 45 euros?

Hello michal,

From September 30th until my exclusion I even deposited €310. This was accepted because profit takes precedence over player protection.

Is there a chance to get at least some of it back?

Hallo michal,

ab dem 30.09 bis zu meinem Ausschluss habe ich sogar 310€ eingezahlt . Es wurde in Kauf genommen da Profit über spielerschutz geht .

besteht eine Chance wenigstens ein Teil wieder zu bekommen ?

Dear Marti89,

Can you please tell me, how much did you deposit from (and including) the 4th of October?

Dear Marti89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have definitely paid 195€ during this time

195€ habe ich in der Zeit auf jeden Fall eingezahlt

Dear 24Slots Casino,

As I have mentioned in my previous replies, we consider the timeframe of the self-exclusion process in this case to be too long. The player should be refunded his deposits made from the 4th of October to the time of the account closure. Can you refund the player so we can resolve this complaint?

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.

Dear Michal,

We are currently in further internal discussion and review of the case. We will update the thread as soon as we have more information to share.

Regards,

24Slots Casino

Dear 24Slots Casino,

Thank you for informing us. We are waiting for your updates.

The case can be closed. The casino has paid me compensation. Thank you for your support!

Der Fall kann geschlossen werden . Das Casino hat mir eine Entschädigung gezahlt . Vielen Dank für eure Unterstützung!

Dear Michal,

After our internal discussion, we decided to refund the player, and as the player confirmed the funds are in their account.

Regards,

24Slots Casino

Dear Marti89,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru