TheSlotz Casino - La solicitud de autoexclusión del jugador es ignorada.

This casino uses a false merchant code they do not use a gambling merchant code. Which is illegal and fraud. I am a problem gambler who has tried so hard to use methods to stop. I have a gambling block on my card that blocks casinos who use the correct merchant code. Ontop of this after my first deposit of $20 i asked for self exclusion 5 days later no reply to 3 different messages requesting an urgent self exclusion after that fail I have continues and lost $350 and still my account is open with no reply to constant requests of self exclusion

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 this complaint. I'm sorry to hear about the problem you're experiencing.

Please note that merchant codes used by casinos in transaction statements are outside the scope of our expertise and investigation. We can assist you with your self-exclusion request, but unfortunately, we are not in a position to investigate whether incorrect merchant codes used by offshore casinos allowed you to bypass the gambling block on your bank card.

Also, 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).

Could you please 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

Yes will do . However a week later still no reply or response and my account is still open

I emailed you them and still no reply from them to help self exclude have gambled more as a result and frustration🙁

Thank you for your emails. I have reviewed the correspondence you provided me with, and although you did request to be self-excluded, you did not specify the reason why.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings TheSlotz Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to TheSlotz Casino, CC my email address (veronika.f@casino.guru), and keep me informed about any further developments. Thank you in advance.

Dear Sarahbeau,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru