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I requested the immediate closure of my account via chat, and they were clear that the reason was gambling addiction. They didn't close it and told me to send an email (which I did immediately). Even so, my account hasn't been closed, which has allowed me to deposit uncontrollably and lose an additional €8,000.

I have requested a refund since I asked for immediate closure.

Solicité el cierre de mi cuenta de forma inmediata a través dem chat y les claramente que el motivo era adccion al juego. No la cerraron y me dijeron que enviase un mail ( lo hice al momento) aun así mi cuenta no se ha cerrado la cual cosa me ha dejado depositar sin control y perder 8000€ mas

he solicitado el reembolso desde que pedi el cierre de manera inmediata

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotsPalace Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please specify the time window during which you spent the funds in the casino?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SlotsPalace Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, yes, I can still access it.

I requested the closure through the 18th at 2:30 and email at 2:35.

The 8000 were spent from 3:30 p.m. to 9:30 p.m.

I wrote to the chat again requesting closure again and the response was the same, I sent an email, I have already sent 2.

The casino has not yet responded to my request for a refund and closure.

I'll send you everything by email

Hola, si, aun puedo acceder a ella.

solicite el cierre a traves del el dia 18 a las 2:30 y mail a las 2:35.

los 8000 se gastaron desde las 15:30 a las 21:30

volví a escribir a al chat solicitando otra vez el cierre y la respuesta fue la misma, mande un mail, ya he mandado 2.

el casino aun no ha respondido a mi solicitud de reembolso y cierre

os envio todo por mail

They just closed the account, I've resent the email.

but they don't say anything about the refund.

I hope you can help me

Ahora mismo acaban de cerrar la cuenta, he reenviado el mail.

pero no dicen nada del reembolso.

espero puedan ayudarme

I have sent another email requesting a refund and I have also forwarded it to you.

He enviado otro mail solicitando el reembolso y también os lo he reenviado

Hello, have you been able to do anything about my case?

thank you

Hola, han podido hacer algo mi caso?

gracias

Thanks for your patience.

Could you please specify when was the last time the casino allowed you to deposit? (date and approximate time)

Looking forward to your reply.

The last deposit was on the 18th at night, but it closed the next day. I sent you the information when it closed.

El dia 18 a por la noche fue el ultimo depisito, pero se cerro al dia siguiente, les mande la info en el momento que se cerro

The last deposit was made at approximately 9:30 p.m.

A las 21:30 aprox fue el ultimo deposito

I sent all the information to the email they told me and the copies of the emails to the casino.

Mande toda la info al correo que me dijeron y las copias de los maild al casino

I have sent an email to the casino again and copied Tomas, requesting a refund for the third time.

Please tell me if it's better if I also file complaints on other platforms or if I should wait.

thank you

He vuelto a enviar un correo al casino y copia a tomas, solocitanto por tercera vez el reembolso.

por favor decidme si es mejor que tambien ponga quejas en otras plataformas o me espero.

gracias

I just sent an email to the casino license operator and the rabidi group, along with a copy for your records.

Acabo de enviar un mail a la operadora de la licencia del casino y al grupo rabidi ,junto con una copia para tomad

I still have no response from the casino.

Sigo sin tener respuesta por parte del casino

Thanks for the detailed explanation.

To summarize: you informed the casino about your gambling addiction on August 18th, early morning/at night, and the casino closed your account on August 19th.

Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

Based on the provided timeline of events, we believe the casino acted within a reasonable time to protect you. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

I apologize, but based on the circumstances presented, we won't be able to confront the casino and ask for a refund since we don't believe you are eligible for it.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.