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Complaint – Failure to Action Self-Exclusion Request and Request for Refund

I am seeking a refund of the money I deposited and lost after my explicit request for self-exclusion on 1 September 2026.

I previously contacted the casino in 2025 requesting self-exclusion because I was struggling with my gambling. The casino was therefore aware that I wanted to restrict my access to gambling. Instead of permanently closing my account, I was placed on a six-month cooling-off period.

On 1 September 2026, I contacted the casino again and specifically requested to be self-excluded.

I was told that my request had been referred to the VIP Manager. However, I never received any further communication from the VIP Manager and, crucially, my account remained open and I was still able to deposit and gamble.

I subsequently deposited and lost a significant amount of money.

Had my self-exclusion request been properly actioned, I would not have had access to my account and would not have been able to make these deposits or incur these losses.

I believe the casino failed to take appropriate action after receiving a clear request from me to self-exclude, despite already having a history of my previous self-exclusion request.

I am therefore requesting a full refund of all deposits made from the time I requested self-exclusion on 1 September 2026 until my account was eventually restricted/closed, less any withdrawals made during that period.

I would like Casino Guru to investigate the casino’s handling of my self-exclusion request, including the referral to the VIP Manager and why no action was taken.

I can provide screenshots of my communications with the casino, including evidence that I requested self-exclusion on 1 September and was told that the matter had been referred to the VIP Manager.

I consider this particularly serious because the casino was on notice of my gambling difficulties from my previous self-exclusion request in 2025, yet after my further explicit request for exclusion on 1 September 2026, I was left with unrestricted access to my account and was able to deposit a substantial further amount of money.

I am asking for the deposits made after my self-exclusion request to be refunded.

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Dear OxyJen,

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:

"Gambling at an online casino is mostly done for entertainment purposes. However, there is a certain percentage of people who lose control over themselves while gambling. Before starting to play, it is important to realize that gaming shall not be viewed as a source of income or means of recovery from debts. It is useful to keep track of the time and the amount of money spent at an online casino daily.

We monitor our inboxes and try to respond as quickly as possible.

support@slotmafia.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.

Hello OxyJen,

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