Slotuna Casino - El jugador solicita una investigación y un posible reembolso tras el cierre de su cuenta.

I am filing this complaint regarding Slotuna.

On April 6, 2025, I requested a self-exclusion from Casinoly due to a gambling problem. This was accepted by the casino, and I was later even granted a refund of my deposits.

Despite this active self-exclusion, I was subsequently able to continue using a new or existing account at Slotuna. There, I was able to continue making deposits and lost several thousand euros in total.

In addition, I repeatedly requested that Slotuna close my account. The account was eventually closed, but I did not receive a refund for my losses.

I request that Casino Guru investigate whether my self-exclusion should have been enforced at Slotuna as well, due to their affiliation with the same corporate group. If so, I request that they examine whether I am entitled to a refund of losses incurred after April 6, 2025.

If a refund is possible, I would also like to request that you calculate the exact amount I am entitled to based on the complete transaction history.

Ich reiche diese Beschwerde bezüglich Slotuna ein.

Am 06.04.2025 habe ich bei Casinoly aufgrund eines Glücksspielproblems eine Selbstsperre beantragt. Diese wurde vom Casino akzeptiert und später wurde mir sogar eine Rückerstattung meiner Einzahlungen gewährt.

Trotz dieser aktiven Selbstsperre konnte ich anschließend bei Slotuna ein neues bzw. bereits bestehendes Konto weiter nutzen. Dort konnte ich weiterhin Einzahlungen vornehmen und habe insgesamt mehrere tausend Euro verloren.

Zusätzlich habe ich bei Slotuna mehrfach selbst darum gebeten, mein Konto zu schließen. Das Konto wurde schließlich auch geschlossen, jedoch habe ich keine Rückerstattung für die Verluste erhalten.

Ich bitte Casino Guru zu prüfen, ob meine Selbstsperre aufgrund der Zugehörigkeit zur gleichen Unternehmensgruppe auch bei Slotuna hätte wirksam umgesetzt werden müssen. Falls dies der Fall ist, bitte ich um Prüfung, ob mir eine Rückerstattung der nach dem 06.04.2025 entstandenen Verluste zusteht.

Falls eine Rückerstattung möglich ist, bitte ich zudem darum, anhand des vollständigen Transaktionsverlaufs zu berechnen, welcher Betrag mir genau zusteht.

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Dear Sajjo,

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

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Slotuna Casino?

I look forward to your reply.

Best regards,

Jean

No, I did not request self-exclusion at Slotuna. I requested self-exclusion at Casinoly on 06.04.2025. My complaint is based on the fact that I believed both casinos were operated by the same operator/group and that the Responsible Gaming policy should therefore be examined. If the operator states that the self-exclusion did not apply across brands, I ask Casino Guru to verify which operator owned both casinos on 06.04.2025 and which Responsible Gaming policy was in force at that time.