SlotsPalace Casino - Jugador busca investigación y reembolso luego de problema en cuenta.

Complaint about SlotsPalace Casino

good day,

From March 21, 2024 to August 31, 2025, I gradually deposited €7,800 into SlotsPalace casino.

At some point during this period, I requested to cancel my account because I realized I was losing too much and couldn't handle the situation.

However, instead of canceling my account, the casino gave me a bonus and did not close my account. I continued playing and lost even more.

I consider this a violation of responsible gaming, as the casino can knowingly continue to play with players who have already signaled a problem in advance.

I therefore request that my case be investigated and a partial refund be considered, at least for the period following my request to cancel my account.

I have emails and documents for deposits that I can provide.

Thank you for your help.

Best regards,

Peter H.

Sťažnosť na SlotsPalace Casino

dobry den,

od 21. marca 2024 do 31. augusta 2025 som postupne vložila do kasína SlotsPalace 7800 €.

V istom bode počas tohto obdobia som požiadala o zrušenie môjho účtu kvôli tomu, že som si uvedomila, že prehrávam priveľa a nezvládam situáciu.

Namiesto zrušenia účtu mi však kasíno poskytlo bonus a účet nezatvorili. Následne som pokračovala v hraní a stratila ešte viac.

Toto považujem za porušenie zodpovedného hrania, keďže kasíno vedome môže pokračovať v hre hráčov, ktoré už vopred signalizovalo problém.

Žiadam preto o prešetrenie môjho prípadu a zváženie čiastočného vrátenia peňazí, aspoň za obdobie po mojej žiadosti o zrušenie účtu.

Mám k dispozícii emaily a podklady k vkladom, ktoré viem dať.

Ďakujem za vašu pomoc.

S pozdravom,

Petra H.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly.

Stay safe.

Mrs. Veronika wrote, I sent you an email..

Pani Veronika pisala,som vám emai..

Hello

I already sent you an email about my case.

After I made my complaint, Slots Palace closed my account completely.

This shows they have records of my previous closure requests, even though sometimes they said they could not find my email connected to my account.

Thank you very much for your messages and for providing additional information.

Unfortunately, without clear evidence of your initial request to self-exclude, we are unable to confront the casino and ask for compensation on your behalf. To proceed with such a case, we would need a verifiable record — for example, the original email(s) you sent to the casino and their replies.

Since no such proof has been provided in this complaint, we cannot confirm that the casino failed to act on a valid request in accordance with responsible gambling obligations. Without it, our ability to investigate further is limited, and we must reject the complaint.

If you manage to locate and forward this evidence in the future, please feel free to reopen the case, and we will gladly review it again.

Best regards

Veronika

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.