Slot Mojo Casino - El jugador solicita un reembolso tras un problema de autoexclusión.

I have had a self exclusion set for Slotmojo's sister casino (including Sugarino since 2025-10-06). However, other casinos with the same license have not been closed and I have still been allowed to play at Slotmojo, among others. This action is against the rules of the MGA license and the money must be returned, which Slotmojo does not agree to.

Minulla on ollut self exclusion asetettuna Slotmojon sisarkasinolle (mm. Sugarino 2025-10-06 alkaen). Kuitenkaan muita saman lisenssin kasinoita ei ole suljettu vaan olen edelleen saanut pelata mm. Slotmojolla. Tämä toiminta on MGA lisenssin sääntöjen vastaista ja rahat pitää palauttaa mihin Slotmojo ei suostu.

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Hello,

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

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

• Could you please share a more detailed timeline of key events? When have you registered and deposited in Slot Mojo Casino, When was your self-exclusion on sister sites processed?
• Have you informed this or any of the sister casinos about suffering from gambling issues at any point?
• Could you please share with me your communication with the casino regarding the issue and any supporting evidence about your self-exclusion in sister casinos? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thanks for sharing the information via email.

Could you please send proof that you informed any of the casinos on the list provided to you by support about suffering from gambling problems?

Sent the evidence to my email at tomas@casino.guru

I apologize for the inconvenience.

Looking forward to your reply.

I just did Self Exclusion

Since you mentioned that the self-exclusion was requested "indefinite" but there is no mention of gambling addiction, this may not be the "problem gambling" category. In this case, according to the MGA rules, the operator can limit the exclusion to only the brand from which the request was made, if the brands require separate registration.

On the other hand, if the operator deems there are "sufficient indications" of problem gambling (e.g. customer account history, financial records), they must block all brands within the same licensee.

Olen vain tehnyt Self Exclusion

Koska mainitsit, että self-exclusion pyydettiin "pysyväksi (indefinite)" mutta ei ole mainintaa peliriippuvuudesta, kyseessä ei välttämättä ole "ongelmapelaamisen" kategoria. Tällöin MGA:n sääntöjen mukaan operaattori voi rajoittaa estoaan vain siihen brändiin, jolta pyyntö tehtiin, jos brändit vaativat erillisen rekisteröitymisen.

Toisaalta, jos operaattori katsoo, että on "riittäviä indikaatioita" ongelmapelaamisesta (esim. asiakkaan tilihistoria, taloudelliset merkinnät), heidän täytyy tehdä esto kaikille brändeille saman lisensinhaltijan sisällä.

Thanks for your reply.

Without more direct evidence of a previous self-exclusion request or acknowledgement, you informed Slot Mojo casino about suffering from gambling issues, we might not be able to confront the casino. If you believe the casino breached its licensing obligations, we recommend you pursue the issue with the gaming authority directly, if you haven't done so already.

Looking forward to your reply.

Dear Imjjj,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru