SlotHunter Casino - Se ignora la solicitud de cierre de cuenta del jugador.

I have repeatedly asked the casino to close my account and have never received a response. In the chat, they always say I have to send an email, but they don't respond to emails. I have repeatedly pointed out that I have an addiction problem, and the casino still doesn't react!

Ich habe mehrfach das Casino gebeten mein Konto zu schließen und nie Antwort erhalten. Im Chat wird jedes Mal gesagt man müsse Mail schicken, aber auf Mails wird nicht reagiert. Ich habe mehrfach darauf hingewiesen dass ich ein Suchtproblem habe und das Casino reagiert nicht!

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Is your player's account currently accessible to you?
• Have you completed account verification?
• Have you unsubscribed from the casino's marketing communication? (newsletters and other advertisements)
• When was the first time you disclosed your gambling addiction to the casino? (date)
• When was the last time you were allowed to deposit in the casino?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello! After threatening to file a complaint with Casino Guro in the chat, my account was finally blocked. Until then, however, I had lost approximately €200-300.

Thanks for your help

Hallo! Nachdem ich im Chat mit einer Beschwerde bei Casino Guro gedroht habe. Wurde endlich das Konto gesperrt. Bis dahin habecich aber ca 200-300€ verspielt.

Danke für ihre Hilfe

Thanks for the update.

For us to pursue a refund, we would like to ask you to send me the emails in which you asked the responsible department of the casino for account closure, before spending money, with dates and reasons for account closure visible.

Send this evidence to my email at tomas@casino.guru for review.

Please specify when the casino allowed you to make the deposits you wish to be refunded.

Thanks in advance for your cooperation.

Dear claudi3110,

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've already sent them everything multiple times.

Ich habe ihnen doch schon alles mehrfach gesendet

Hello claudi3110,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello! I already sent the emails to this email address two weeks ago!!!

Hallo! Ich habe bereits vor 2 Wochen die Mails an diese e mail Adresse gesendet!!!

I went over the communication you sent me.

I apologize for not responding earlier.

The dates on one of the screenshots say you sent the self-exclusion request on January 2nd, while on other screenshots, the date is missing.

Could you please specify when you disclosed your issues to the casino for the first time?

Do I understand correctly that the casino closed your account on January 5th?

When was the last time the casino allowed you to deposit?

Please let me know.

Hello !

Thank you for your reply. I first mentioned my problem in the chat in mid-December and was told I had to send an email. My emails went unanswered. Not once.

I can no longer access my account and unfortunately I don't know when I last made a deposit, but I suspect it was on January 5th.

I'm afraid they're on the casino's side and I won't get a refund. Decisions always go in favor of the casino.

Hallo !

danke für ihre Antwort. Ich habe das erste Mal Mitte Dezember im Chat erwähnt, dass ich ein Problem habe und mir wurde gesagt ich müsse ein Mail schicken. Auf meine Mails wurde nicht reagiert. Kein einziges Mal.

Ich kann nun nicht mehr in mein Konto zugreifen und weiß leider nicht wann ich das letzte Mal eingezahlt habe, aber ich vermute am 5 Jänner.

Ich befürchte sie stehen auf der Seite des Casinos und ich werde nichts erstattet bekommen. Es wird nämlich immer zugunsten des Casinos entschieden.

Dear claudi3110,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello claudi3110, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of SlotHunter Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thanks Tomas!

I hope you can help me. I sent a request to the casino for a transaction history and unfortunately haven't received a response.

Danke Tomas!

Ich hoffe sie können mir helfen. Ich habe an das Casino eine Anfrage wegen einer Transaktionsliste gesendet und leider keine Antwort erhalten.

Hello,

Thank you for bringing this matter to our attention. We have carefully reviewed the complaint along with the relevant account history.

We can confirm that the player contacted us and explicitly mentioned experiencing gambling-related difficulties. Following this communication, the account was permanently closed on January 3rd in accordance with our responsible gaming procedures.

Requests of this nature are treated with priority and handled in line with our internal policies. After reviewing the timeline and internal records, we can confirm that the matter was processed appropriately.

No, I pointed out my gambling addiction in the chat much earlier. Furthermore, the account wasn't closed until January 4th, and I continued to deposit funds until then! It's very sad that Slothunter feels the need to continue taking money from gambling addicts and then shamelessly lies about it! At least have the decency to refund the deposits.

nein, ich habe bereits sehr viel früher im Chat auf meine Spielsucht hingewiesen außerdem wurde das Konto auch erst am 4.1 geschlossen und ich habe bis dahin noch einbezahlt! Es ist sehr traurig, dass Slothunter es nötig hat spielsüchtigen weiter Geld abzunehmen und dann noch schamlos lügt! Haben sie wenigstens den Anstand und zahlen die Einzahlungen zurück.

Thank you SlotHunter Casino for the confirmation.

Dear claudi3110. According to the screenshots you have sent to my colleague Tomáš, you have requested self-exclusion on 2nd January. The account has been closed on 3rd of January according to the casino, and on 4th January according to yourself. Whichever date I take as valid, the account has been closed within reasonable time period according to our Fair Gambling Codex and player protection rules.

Regarding the refund, I will not be able to request any on your behalf. Since self-exclusion needs to follow internal procedures and requires manual checks, we understand that certain time has to be allowed for the casino to process the request. During this time, any deposits made by the player are non-refundable. Otherwise it would invite fraudulent players to misuse the self-exclusion system for so-called "free betting" and it would make it very hard to recognise genuine players who needs help - like yourself - and act in time.

Another important fact I would like to mention are the responsible gambling tools available within your player profile. At any time you could simply press the button and set up your deposit limits, take a time off or even self-exclude yourself for anything between 6 months to indefinite period of time.

Overall the casino has provided you with all the necessary tools to stay safe. They closed your account within reasonable time when asked, and there is no refund to be issued. Since there is nothing more I can mediate, I will close this complaint and mark it as "rejected". Thank you for your understanding.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.