Slots Gallery Casino - La exclusión del jugador no se respeta.

I am lodging a complaint against Slots Gallery Casino for a critical failure in their responsible gambling systems. Sometime ago, I used the automated in-menu self-exclusion button on their website to permanently block my account due to gambling issues.

Despite using this tool, the casino's system failed to lock my profile and subsequently allowed me to log back in and deposit a total of €512.

Because this constitutes a severe system breach of their Antillephone N.V. Curaçao licensing requirements, I am requesting that CasinoGuru mediate this issue to

ensure the casino reviews their internal account logs and issues a full refund of all post-exclusion deposits

Important notice:

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Dear eoinseery,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time (6 months, 9 months, 1 year) or indefinitely. Upon activation, your Player Account will immediately be disabled and you will be excluded from all promotional offers for the selected period. You will not be able to make fiat currency deposits while the limit is active. However, remaining balances, including any successfully processed cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels. The funds remaining on balance will be paid according to the casino limits. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds.

To set the limits, please follow the link or alternatively, feel free to reach out to us via LiveChat or by support@slotsgallery.com"

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear eoinseery,

Thank you very much for your clarification.

I understand that you used the self-exclusion option directly through the casino's website and therefore do not have a copy of a self-exclusion request sent via email.

Could you please provide any evidence you may have showing that the self-exclusion was activated? This could include, for example, a confirmation email or notification from the casino, a screenshot of the self-exclusion status, or any other communication or evidence indicating when the self-exclusion was activated.

Any evidence you can provide regarding the activation of the self-exclusion would be very helpful in assessing your case.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear eoinseery,

Thank you very much for the update and for providing the additional information.

You mentioned that you found an email you sent to the casino on April 1 requesting self-exclusion. Could you please forward the original email, together with the casino's response, to me at karla.m@casino.guru?

Please also include any other communication you may have with the casino regarding your self-exclusion, reopening of the account, or subsequent deposits.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello eoinseery,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru