Atlantis Slots Casino - El jugador no puede cerrar su cuenta.

I have a pathological gambling addiction. I have sent several emails for months, requesting the closure of my account. Despite my requests, the account remains open, and I keep receiving offers and promotions that lead me to relapse and deposit thousands of euros.

In short, I am unable to get my account closed despite my addiction.

ho una dipendenza patologica dal gioco d'azzardo, ho mandato diverse mail per mesi, chiedendo la chiusura dell'account, ma nonostante le mie richieste l'account rimane aperto e continuano ad arrivarmi offerte e promozioni, facendomi ricadere, facendomi depositare migliaia di euro

in breve non riesco a far chiudere l'account nonostante la mia dipendenza

Hello transporter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

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

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

I have excluded myself from adm casinos. in this specific case I asked this casino to close my account due to addiction, but despite dozens of emails sent they do not close it.

I sent the self-exclusion email to Curacao more than a year ago, but they never considered me

Io mi sono escluso dai casinò adm. nel caso specifico a questo casinò ho chiesto la chiusura dell’account per dipendenza, ma nonostante le decine di mail inviate non lo chiudono.

la mail di autoesclusione a Curacao l’ho inviato più di un anno fa, ma non mi hanno mai considerato

Dear Transporter,

I hope you're doing well.

Just to clarify, am I correct in understanding that you made your request directly through Atlantis Slots support? If possible, could you kindly forward the email request you sent to the casino to nikolas.b@casino.guru?

Thank you in advance for your assistance, and I look forward to hearing from you soon.

Best regards,

Nick

I don't know why but after I said I would leave bad reviews everywhere, and after threatening to call the postal police, the account was closed

Thank you

Non so perché ma dopo che ho detto che avrei fatto recensioni negative ovunque, e dopo aver minacciato di far intervenire la polizia postale, l’account è stato chiuso

grazie

Dear transporter, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru 

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.

Additional comments from the player:

I know I was wrong, always because of my addiction. But the casino guys send me a message offering me 100.00 euros, to reopen the account. I was weak in front of this promotion, I fell back into the vortex depositing (and losing) over 700 euros. I was weak, but I don't understand how these sites continue to stay open. Now I find myself back to square one, I can't get my account closed and I continue to receive promotions

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

So di aver sbagliato, sempre a causa della mia dipendenza. Ma i signori del casino mi mandano un messaggio offrendomi 100.00 euro, per riaprire l'account. sono stato debole di fronte a tale promozione, sono ricaduto nel vortice depositando (e perdendo) oltre 700 euro. sono stato debole, ma non capisco come questi siti continuino a stare aperti. Ora mi ritrovo punto e a capo, non riesco a farmi chiudere l'account e continuo a ricevere promozioni

Dear transporter,

Thank you very much for getting back to us.

To help us assess the situation properly, could you please forward any relevant emails or communication you may have sent to the casino back in September 2024 (or earlier) where you mentioned your gambling problem and requested the closure or self-exclusion of your account? This could significantly support your case and help us determine whether the casino failed to act upon a responsible gambling request.

Please feel free to send the evidence to petronela.k@casino.guru at your earliest convenience.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Precisely because I didn't want to have anything to do with this casino anymore I had cancelled everything. They offered me 100 euros if I reopened the account and I fell for it again. Now I've been asking for closure for weeks but they continue to send offers making me fall for it every time

Proprio perché non volevo più avere a che fare con questo casinò avevo cancellato tutto. Mi hanno proposto 100 euro se avessi riaperto il conto e ci sono ricaduto. Adesso sono settimane che chiedo la chiusura ma continuano ad inviare offerte facendomi ricadere ogni volta

Dear Casino Guru,

Following a review of the situation, we can confirm that the user requested account closure via live chat on one occasion, yesterday. As per our standard procedure, the user was informed that a formal request via email was required in order to proceed with the closure. However, no such email has been received.

Despite being informed of the necessary steps, the user continued to make deposits.

Please note that the account has now been permanently closed.

All associated communication channels, including email and phone, have been blocked.

The user will no longer receive promotional offers or marketing messages from our side.

Best regards,

Atlantis Slots

The first email, after your proposal to reopen the account, offering 100 euros, was sent on June 3. I never received a response to every email sent. Can you tell me which procedure you are referring to? Although you were told that I have a pathological addiction, the answer was that it takes up to 48 hours to close it, if in the meantime someone receives a bonus, which you promptly send by email and message, everything is canceled! You should know, managing a casino, that those who have an addiction easily relapse at every stimulus. And you instigate with promotions, via email and via message. Yours is incitement to gambling

La prima mail, dopo la vostra proposta di riapertura conto, offrendo 100 euro, e’ stata mandata il 3 giugno. Ad ogni mail inviata mai ricevuto risposta. Potete dire a quale procedura vi riferite? Nonostante vi sia stato detto che ho una dipendenza patologica, la risposta è stata che occorrono fino a 48 ore per la chiusura, se nel frattempo uno riceve un bonus, che prontamente mandate a mezzo mail e messaggio, si annulla tutto! Dovreste sapere, gestendo un casinò, Che chi ha una dipendenza ricade facilmente ad ogni stimolo. E voi istigate con promozioni, via mail e via messaggio. La vostra è istigazione al gioco d’azzardo

Just for completeness, all emails sent, which were not answered, were sent to the casino guru employee!

I advise you to stay away from this casino as much as possible, once you enter they will not let you leave. This is the second time that the only way to get the closure, was only thanks to the intervention of casinguru!

Giusto per completezza, sono state inviate all’addetto del casinò guru, tutte le mail inviate, alle quali non sono seguite risposte!

consiglio di stare lontani quanto piu possibili da questo casinò, una volta entrati non vi faranno più lasciare. E’ la seconda volta che l’unico modo di ottenere la chiusura, e’ stato solo grazie all’intervento di casinguru!

Hello,

To ensure we have the correct understanding of your case, could you please confirm the timeline below:

• 2.6.2025: You sent an email to support@atlantisslots.net explaining your gambling problem.
• 3.6.2025: You sent another email to the same address, again mentioning your addiction and that you returned because they offered you a €100 bonus.
• 7.6.2025: You sent an email to the same address, this time also mentioning threats of self-harm.
• 9.6.2025: You sent another message referring to your gambling problem.
• 10.6.2025: You sent another request asking for permanent account closure.
• 11.6.2025: The casino replied in this complaint thread, stating the account has now been closed and marketing emails have been stopped.

Could you please confirm if this timeline is accurate?

Also, although I understand you mentioned cancelling everything, did you by any chance save any copies or screenshots of your self-exclusion requests or emails from September 2024 or earlier that show you asked for closure or self-exclusion due to addiction? If so, please forward them to petronela.k@casino.guru.

Thank you in advance for your reply.

I confirm!

I just forwarded an email sent in February 2024

Confermo!

ho appena girato una mail inviata a febbraio 2024

Dear transporter,

Thank you for confirming the timeline and for forwarding the email from February 2024. Based on what we have so far, here is the final timeline including this point:

• 22.2.2024: You wrote to the casino asking to be removed from their database — however, there was no mention of a gambling problem in this message.
• From 2.6.2025 onwards: We have supporting evidence that you informed the casino about your gambling problem and repeatedly requested help and permanent closure.

Could you please confirm if you deposited any funds into your casino account after 2.6.2025, when you first informed the casino about your addiction? This information is important for us to assess the situation properly.

Thank you in advance for your reply.

Absolutely yes! I have deposited over 1000 euros

Assolutamente si! Ho depositato oltre 1000 euro

Dear transporter,

Thank you for your confirmation.

Could you please advise the exact dates of the deposits you made after 2.6.2025? If possible, we would also appreciate it if you could forward any proof of these transactions (e.g., bank statements or payment confirmations) to petronela.k@casino.guru.

Thank you in advance for your reply.

Statement sent! Having used several cards, the ones sent are only a part

Estratto conto inviato! Avendo usato diverse carte quelli inviato e’ solo una parte

Dear transporter,

Thank you very much for sending over the bank statement.

I’ve reviewed the document, but since there are quite a few transactions listed — and given that you used multiple cards — I’m having difficulty identifying which of them were deposits made specifically into your account at this casino.

• Could you please clarify the descriptors or references used for the transactions that were linked to this casino? If you could also highlight or list the specific ones you believe were deposits, that would be a great help.

Thank you in advance for your reply.

I just sent a new statement! All transactions with a "minus" sign are atlantisslot casino deposits

Ho appena mandato un nuovo estratto! Tutte le operazioni con il segno "meno" sono i depositi del casinò atlantisslot

Dear Casino Guru,

We acknowledge that the conversation regarding this issue remains active, and we remain fully committed to resolving it in a satisfactory manner.

From our side, we can confirm that the user's requests have been handled appropriately and in line with our procedures.

Additionally, we would like to clarify that our records show no communication or indication regarding any gambling-related concerns from the user between 02.06 and the account closure on 11.06.

The only interaction we had during this period was on 10.06, when the user contacted us via live chat and expressed the desire to close the account. In response, the account was closed the following day, on 11.06.

We are open to any further questions or clarifications and remain available to assist as needed.

Thank you for your continued collaboration.

Kind regards,

Atlantis Slots

I would just like to remind you that there were already negative reviews, for the same reason. The account was closed precisely thanks to the intervention of casino guru. Reason for the closure? Pathological addiction.

vorrei solo ricordarvi che già c’erano recensioni negative, proprio per lo stesso motivo. L’account fu chiuso proprio grazie all’intervento di casinò guru. Motivo della chiusura? Dipendenza patologica.

Hi transporter,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Dear Atlantis Slots Team,

Thank you for your continued cooperation.

Following up on your last message, I would like to kindly ask for clarification regarding the timing of the account closure.

According to the player, he submitted a self-exclusion request due to gambling addiction on June 2nd, yet the account was only closed on June 11th, following his interaction with your live support on June 10th.

• Could you please confirm whether any communication from the player was received around June 2nd, and if so, why the account was not closed at that time, considering the nature of the request?

Understanding the reason for this delay is important for our assessment of the case, especially given the player’s claim that this issue has occurred before.

Thank you in advance for your response.

Dear Petronela,

Thank you for reaching out and for your ongoing cooperation.

Following a thorough review of all communication channels linked to the user’s account, we can confirm that no self-exclusion request was received on June 2nd. 

We have cross-checked our systems and support interactions multiple times to ensure accuracy.

The account was officially closed on June 11th, 2025, immediately after the user disclosed a gambling addiction on June 10th, also all communication is blocked and the user is no longer able to receive messages from us.

To assist us in further verifying the claim, we kindly request a screenshot or copy of the email the user allegedly submitted on June 2nd. This will allow us to investigate the matter more precisely and ensure transparency in our procedures.

We remain fully committed to supporting responsible gambling practices and appreciate your collaboration on this case.

Warm regards,

Atlantis Slots Casino

Please forward all emails to Petronela

Greetings

Rimandate tutte le mail a petronela

saluti

For completeness, 10 months ago I turned to Casino Guru because I was unable to close my account. After Guru's intervention, I managed to get it closed.

At the end of May, I received a message promising a €100 credit to my account, and I relapsed, after which I slipped back into the addiction cycle. That message made me fall back into addiction again.

there would not even be any need for emails, since the account was closed due to addiction,

1 - they should not have made offers, inciting gambling

2 - even if I had asked for it they shouldn't have reopened it

So what do we want to talk about? They ruined me again

Per completezza, 10 mesi fa mi sono rivolto a casino guru, perchè non riuscivo a chiudere l'account, dopo l'intervento di guru, sono riuscito ad ottenere la chiusura.

a fine maggio ho ricevuto un messaggio con la promessa di un accredito di 100 euro sull'account e ci sono ricaduto, dopodichè sono rientrato nel vortice della dipendenza. Quel messaggio mi ha fatto ricadere di nuovo nella dipendenza

non ci sarebbe bisogno nemmeno delle mail, visto che l'account era chiuso per dipendenza,

1 - non avrebbero dovuto fare offerte, istigando al gioco d'azzardo

2 - se anche l'avessi chiesto io non avrebbero dovuto riaprirlo

quindi di che vogliamo parlare? mi hanno rovinato nuovamente

Dear transporter,

Thank you very much for your continued cooperation and for sharing further context regarding your previous experience and the events leading up to this case.

To move things forward and respond to the casino's latest message properly, could I kindly ask you to forward the emails you sent to Atlantis Slots on or around June 2nd, 2025, as email file attachments (e.g., .eml or .msg format) rather than just copied text?

I understand you may have already sent us the full email chain, but having the original messages from June 2nd as attachments allows us to verify the metadata (such as timestamp, sender address, and delivery status). This type of evidence is far more compelling when presented to the casino and could make a significant difference in how they handle your case.

If you’re able to locate those specific emails and send them as attachments to petronela.k@casino.guru, that would be a great help.

Thank you again for your understanding and effort — we truly appreciate your commitment to resolving this.

email sent in requested format

mail inviata nel formato richiest

Dear Atlantis Slots Casino,

Thank you for your response and for reviewing the case in detail.

As requested, I have now forwarded the player’s email chain — including the message he claims to have sent on June 2nd — to support@casinointense.com for your review.

Please let us know once you’ve had the chance to check whether this message was received or may have been missed in your system. We appreciate your continued cooperation in helping us clarify this situation.

Dear Petronela,

Thank you for forwarding the email chain and for your continued cooperation in reviewing this matter.

After carefully reviewing the forwarded messages, we can confirm that the user sent their request to an incorrect email address: support@atlantisslots.net, which is not affiliated with our support team. As a result, we did not receive the messages in question.

Additionally, we identified a live chat with the user dated 07.06.2025, during which they mentioned that their emails were being returned as undeliverable. In that same chat, our agent clearly informed the user of the correct support address and advised to send their message there.

We trust this clarifies the situation, but please do not hesitate to reach out should you need any further details.

Kind regards,

Atlantis Slots Casino

The address was the one on your website! I've repeatedly asked for it to be closed in chat. Why don't you forward the chats to Petronela? I remind you that my account had already been closed for addiction, and only after Casino Guru intervened did you close it. Why did you then send me the message suggesting it be reopened, offering me €100? In my opinion, this is called incitement.

L’indirizzo era quello presente sul vostro sito! Più volte nella chat ho chiesto la chiusura, perché non inviate le chat a Petronela? Vi ricordo che il mio account era già stato chiuso per dipendenza patologica, e solo a seguito dell’intervento di casinò guru, lo avete chiuso. Perché poi mi avete mandato il messaggio proponendomi la riapertura offrendomi 100 euro? Questo a casa mia si chiama istigazione

Dear Atlantis Slots Casino Team,

Thank you for your response and for reviewing the matter in detail.

Please note that in the email chain we previously forwarded to you, it is clearly shown that on 4 June, the player resent their earlier messages—initially sent to support@atlantisslots.net—to servizio@atlantisslots.com, which is the support address listed on your website: https://www.atlantisslots.com/it/.

To ensure full transparency, could you please also forward to us the live chat communication you mentioned, in which the player was advised of the correct support email address? This will help us better assess the situation.

Thank you in advance for your cooperation.

Dear Petronela,

Thank you for your message and for providing additional context regarding the player’s communication.

As previously mentioned, we did not receive the emails in question. Furthermore, we identified a live chat session with the player dated 07.06.2025, during which they explicitly stated that their emails were being returned as undeliverable. In response, our support agent confirmed the correct email address and advised the player to resend their message accordingly.

This live chat interaction confirms that the player was informed of the proper support contact and that the initial emails had not reached us consistent with the player’s own acknowledgment of delivery issues.

Thank you for your continued cooperation.

Best regards,

Atlantis Slots Casino Support Team

All this happened on day 7, so why did you wait until day 11 to close the account?

You're hanging yourselves up in the mirrors, I was a self-excluded individual in your casino! You really shouldn't have written to me offering me a bonus to reopen my account! Gambling solicitation.

Tutto questo a vs dire accadeva il giorno 7 perché avete aspettato il giorno 11 per chiudere l’account?

vi state appendendo agli specchi, ero un soggetto autoescluso nel vostro casinò! Non avreste proprio dovuto scrivermi offrendomi un bonus per riaprire l’account! Istigazione al gioco d’azzardo

Dear Atlantis Slots Casino Team,

Could you please forward to us the live chat communication from 07.06.2025? My email address is petronela.k@casino.guru.

Having this record will allow us to verify the context accurately and proceed accordingly.

Thank you in advance for your cooperation.

Hi again Petronela,

Please note that the live chat communication from 07.06.2025 has been sent to your email address as requested.

Thank you, and let us know if you need anything further.

Best regards,

Atlantis Slots Casino Team

Surely only the chats from day 7 were sent, and I assume not all the previous ones. Obviously, I didn't think to keep all the transcripts, but I couldn't know. Question: If you "got back" the news of my addiction on day 7, why didn't you close the account? Why wait until day 11 after the guru's intervention?

sicuramente saranno state mandate solo le chat del giorno 7 e suppongo non tutte le precedenti. Ovviamente io non ho pensato di conservare tutte le trascrizioni ma non potevo sapere. Domanda se il giorno 7 avete "riavuto" la notizia della mia dipendenza perché non avete chiuso l’account? Perché aspettare il giorno 11 dopo l’intervento di guru?

Dear Atlantis Slots Casino Team,

Thank you for forwarding the live chat transcript from 07.06.2025.

We understand from your records that the player initially sent their self-exclusion requests to support@atlantisslots.net, and only later—after being advised in the live chat—was informed to use support@atlantisslots.com. However, based on the forwarded communication we received from the player, it appears that on 04.06.2025 they had already resent their messages to servizio@atlantisslots.com, which is the support address listed on your website.

To clarify this point, could you please confirm whether you received any self-exclusion requests from the player at servizio@atlantisslots.com on or after 04.06.2025? This will help us better understand the timeline and ensure all relevant communication has been accounted for.

Thank you in advance for your cooperation.

Hi again Petronela,

Thank you for your message and for your continued support with this case.

Please note that we have not received any self-exclusion requests from the player at servizio@atlantisslots.com on or after 04.06.2025.

Additionally, our records indicate that the player did not initiate any form of contact with us on that date and was not active on our platform.

If there is anything further we can assist with, please don’t hesitate to let us know.

We appreciate your collaboration and look forward to resolving this matter promptly.

Kind regards,

Atlantis Slots Casino Team

The emails sent, forwarded, and attached prove otherwise! There's no point in beating around the bush; you're taking advantage of gamblers' addictions. I think it's obvious by now. All the evidence proves it; this is your modus operandi! For anyone reading this, stay away from this casino.

Le mail inviate, trasmesse e allegate mostrano il contrario! E’ inutile girarci intorno, approfittate delle dipendenze dei giocatori. Credo che ormai sia palese. Tutte le prove lo dimostrano, questo è il vostro modus operandi! Per tutti coloro che leggeranno, state lontani da questo casinò

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 Nunzio and Petronela,

After reviewing the situation, we agree to refund the total amount of 355.00 EUR.

To proceed, we will temporarily unlock your account and credit the refunded amount to your balance. You will then be able to submit a withdrawal request.

Please note the following:

1. Your account will only be unlocked for the purpose of submitting the withdrawal request. Deposits will remain blocked, and gameplay will not be possible during this time.
2. Once the withdrawal is processed, your account will be permanently closed, as per your request.
3. Our review shows that we still require a valid utility bill (UB) to fully verify your account.

Kindly confirm your agreement with these steps and provide the requested document at your earliest convenience so we can proceed.

Thank you for your cooperation.

Best regards,

Atlantis Slots Casino Team

I agree! I accept the agreement and await a request for what is needed via email.

Sono d’accordo! Accetto l’accordo attendo una richiesta di ciò che occorre a mezzo mail

Dear Petronela,

We would like to inform you that the refund of 355.00 EUR has been successfully processed and completed for the user. The account has now been closed and remains permanently blocked, in line with the user’s request.

We kindly ask you to proceed with finalizing this complaint.

Thank you for your continuous support.

Best regards,

Atlantis Slots Casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear transporter,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela