SlotsGem Casino - La cuenta del jugador fue cerrada después de pérdidas significativas.

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.

Dear Pokec111, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Slotsgem Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response.

Yes, I can confirm that I have successfully completed KYC verification at the casino.

I did contact the casino multiple times:

• I sent emails requesting permanent account closure and self-exclusion because of my gambling problem.

• I also contacted them via chat and informed them about my addiction.

Despite this, my account remained open and I was allowed to continue depositing and gambling after my self-exclusion request.

I am attaching all available screenshots and communication as evidence.

Please let me know if you need any additional information.

Kind regards,

[Redacted]

Dear player, thank you for your emails. Could you please clarify when did you first express your gambling problems to the casino? Was it on the 13th of February?

Additionally, do I understand correctly that you no longer have access to your account? If so, could you please clarify when exactly did the casino close your account?

Thank you in advance for your cooperation.

Hello,

I first reported my gambling problems and request to close my account to the casino on February 13, 2026 at approximately 11:00-11:30 a.m. via email, in which I clearly stated that I had a gambling problem and requested immediate account closure (self-exclusion).

Despite this request, the casino did NOT immediately block my account. On the contrary, the account remained active and allowed me to continue logging in and making deposits.

After submitting the application, I made several deposits on the same day, for example:

13.02.2026 at 14:15

13.02.2026 at 14:33

13.02.2026 at 14:39

13.02.2026 at 14:46

13.02.2026 at 14:50

13.02.2026 at 15:05

13.02.2026 at 15:13

This clearly demonstrates that the casino failed to respond in a timely manner and breached its obligation to immediately block the account after reporting problem gambling.

My account was blocked only later, after further communication with support, not immediately after my request.

Therefore, I am requesting assistance in resolving this situation and the return of deposits made after my self-exclusion request.

Thank you for your help.

Dobrý deň,

svoje problémy s hazardom a žiadosť o zatvorenie účtu som kasínu prvýkrát nahlásil dňa 13. februára 2026 približne o 11 – 11.30 hod. prostredníctvom e-mailu, v ktorom som jasne uviedol, že mám problém s hazardom a žiadam okamžité uzavretie účtu (self-exclusion).

Napriek tejto žiadosti kasíno môj účet NEZABLOKOVALO okamžite. Naopak, účet zostal aktívny a umožňoval mi pokračovať v prihlasovaní aj vkladoch.

Po odoslaní žiadosti som ešte v ten istý deň vykonal viacero depozitov, napríklad:

13.02.2026 o 14:15

13.02.2026 o 14:33

13.02.2026 o 14:39

13.02.2026 o 14:46

13.02.2026 o 14:50

13.02.2026 o 15:05

13.02.2026 o 15:13

To jasne dokazuje, že kasíno nereagovalo včas a porušilo povinnosť okamžite zablokovať účet po nahlásení problémového hrania.

Účet mi bol zablokovaný až neskôr, až po ďalšej komunikácii s podporou, nie okamžite po mojej žiadosti.

Preto žiadam o pomoc pri vyriešení tejto situácie a o vrátenie depozitov uskutočnených po mojej žiadosti o self-exclusion.

Ďakujem za pomoc.

Dear Player, thank you for your clarification. Could you please confirm the exact date when the casino closed your account?

Thank you in advance for your cooperation.

Account closed 14.2

Účet zatvorily 14.2

I apologize, Pokec111, but we won't be able to assist you with the refund. 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.

From our perspective, SlotsGem Casino restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint.

Best regards

Attila

Casino.guru

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.