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This casino reopened my account despite i have asked to have it permanently closed due my addiction. There was not even any 7 days cooling off period to let me reconsider, only about 48 hours.

They asked me responsibility questions. As you see from these answers, i do have had gambling issues. Also casino admits this, as they say this has been my account closure reason. I thought i could handle my addiction, but i couldnt. Again i lost all my money within few hours. Loosing money was setting me back to my addiction behaviour. I have had collapses now and there, and this was like that again.

Casino works under EMTA, and i send you their answer when i have asked this same thing few weeks back. I didn't know this casino was under Estonian lisence until I lost my money. I have doctors diagnose of my multiple mental difficulties, also gambling addiction.

I want to know why this casino reopened my account despite i have asked to close it permanently due my addiction. We all know that part of an addiction is collapses where you have urge to play and dont think wisely. You will do everything to get back to play, and as so answers for these responsibility questions isnt true at all in that position you are. I'm sad to see that this site decided to took advantage of it. I was supposed to set 40 e deposit limit, but accidentally written 400 e. If they would have asked my monthly income this wouldnt ever happened as i cant afford hundreds monthly. Also the biggest lack is not providing enough cooling off period before my account was reopened.

In my opinion there were multiple breaks regarding responsibility, and as so i really see grounds for the refund.

Dear Mag7,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

b) Self-Exclusion ("Time out") - Should you need to take a break from gambling with this Website you may do so by contacting support or using the tools available in My Account section. Time out means that your Player Account will be closed for the specified period. Excluding yourself will affect your Player Account with this Website only (although if the company determines that it is appropriate to apply the time out on other brands under the same license, it may do so). Self-exclusions may be for a definite period or a permanent one.

c) If you wish to perform a Time Out through customer support, you may do so by contacting support@slotbox.com stating your reasons. The implementation of a Time Out requested by email is not immediate. We are not responsible to refund any funds lost between the period a Time Out was requested via email and the time it was processed by us. For a self-exclusion to take effect immediately, please self-exclude electronically through the site.

Could you please clarify if you currently have access to your casino account? When exactly was the account reopened?

Thank you very much in advance.

Best regards,

Kristina

No. It was closed again yesterday.

My account was closed permanently due addiction and It shouldnt have been reopened in the first place.

I sent you all The info. Account was reopened 14.5.

12 May 2025, 17:37 GMT+1

Hi,

The following message is in response to your

recent query with Slotbox Support.

Your account and it's now in a cool-off period, you'll have access to your account again on 14th of May at 19:30 local time, if you reconsider your decision during the cool-off period please let us know.

Thanks for your patience.

Regards,

Slotbox Support

They denied refund for example based on this:

The reason for closure based on your comments is a service issue and the closure request was second to this based on the decline of a reward, i.e. you did not contact our team to close the account so you could be excluded for responsible gambling reasons. you contacted them to request a reward be added and closed the account because it was declined.

However as an addict person, I of course ask always for a bonus If i dont have anymore money to play with. Also you see that on that conversation 2021 I did ask first for The bonus to continue to play with and when i didn't receive any, i wanted to close my account permanently due gambling addiction.

Also if they would have think that this closure wasnt due addiction, they wouldnt have said that my reason for the closure was addiction. You see it also below:

1. What has changed since you requested to close the account previously (the reason you mentioned when you asked for the closure was "gambling

addiction")

After careful consideration of your case we will not be offering a refund, we have closed your account with no option to reopen. We are satisfied that the reason for closure was not related to problem gambling and that you contacted our team for a reward and leveraged an account closure to manipulate the outcome of the request,

This is also false. If this would be the case, I would have closed my account then for example saying that If i dont get any bonus i will close my account permanently etc. You see that this conversation i didn't show any manipulation, i didn't try to get their mind changed whatsoever. I just asked bonus one time beginning of the conversation, and when this didn't happen i asked to close my account permanently. They asked for a reason, i answered gambling addiction. I didn't answer that because i dont get bonus, because i'm not happy with the bonuses etc. And why addicts ask for a bonus? Because they dont have anymore money to continue to play with.

Also, EMTA clearly said that they do not accept casinos to reopen addiction closure accounts. I also sent screenshot of that when i made the complaint here.

I really hope you could try to resolve the matter, thank you.

Also i needed to answer these responsibility questions immediately after i asked that is it possible to reopen my account. I did not receive time to think my answers at all, they expected me to answer immediately on live chat.

Based on these following matters, i think casino has not acted responsible and has broken even EMTA lisence terms. And as so all depisits should be refunded.;

Permanent closure due addiction

Only 48 hours cooling off period

Responsible questions that needed to be answered immediately on live chat, no time to reconsider at all or think clearly with Time

Casino admitting my addiction as the reason for my account closure, when i asked about the reopening

EMTA not allowing casinos to reopen addiction closure accounts

Casino's own terms says you can block your account permanently= you would think addiction closure is permanent when you even asked permanent closure due this

Not any clear evidence that i have cured my addiction, words isnt valid proof

Not any income check where they would based on my deposit limit, only my words and i accidentally wrote it wrong due live chat and chat worker hurrying me up by asking are we still connected when i answered their responsibility questions (you can see this on that conversation)

I haven't make any agreement that i will be responsible for My account reopening or losses there may be

(07:52:10) Victoria: For me to forward this to our

team for review can you please provide me with an

answer for each of the questions below:

(07:55:16) Victoria: Are we connected?

As you see above, only few minutes time to answer. I was already thinking and writing my answers when i felt i need to hurry up and i needed to sent my answer already so IT wouldnt be disconnected due to this. I didn't have enough time to think at all.

They could of have given the questions to me, and asked me to think carefully and send answers later via email, but no. They expected me to answer right away, and i felt i need to be really quick, so the chat wouldnt disconnect me for not answering anything.

I see other case here on casinoguru where they have done the same thing, opening addiction closure account. That tells a lot about this casino's policy and how they dont care about the issues they are causing when acting this way. If you compare this case to that other one, you will see that they have become a lot less responsible and not as strict as they have used to be.

They have totally blocked customer service from me, so your help would be really needed.

Many casinos wants to resolve matters like these as quick as possible and directly with customers. Not with this one. It seems like their intention is to take maximum time to answer to make resolution as slow as possible. Small casino with a low customer amount, you would think it would be the other way.

They will definitely take 7 days + 7 days to answer if they are the same as before. It is absolutely horrible the way they treat customers.

Thank you very much for your reply, Mag7. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent already documents during the time i made complaint. Didn't you got those or what else is needed?

Well anyway, i sent you everything again on your email.

I really dont understand why you dont contact the casino already? As i showed you this casino broke their own lisence regulation set by EMTA. Even that should be enough for the refund.

If i would have gotten that 7 days cooling off period and more time to think responsibility questions, there is high possibility i would have canceled it. 48 hours is not enough, and few minutes to answer responsibility questions isnt either.

I had collapses recently with my addiction, i just really hope this casino could have been more strict with this. That would have saved me my income.

Thank you very much, Mag7, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Mag7,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Slotbox Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Thank you.

Hopefully they could handle this faster than two weeks.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I really dont understand why they take such a long time to answer on issues like these.

IT looks like this casino don't want to resolve this matter.

Dear Mag7,

I am in contact with the casino via email. I will give you an update as soon as possible. Your patience is greatly appreciated.

Why casino don't answer to this complaint public?

It would be nice to get a resolution, it has been a month....

Dear Mag7,

I apologize. I will need more time to investigate. I really appreciate your patience, and I will make sure this case is taken care of as soon as possible.

It would be nice to know what is being investigated here? However, it is clear that the casino has not acted responsibly.

Olisi kiva tietää, mitä tässä tutkitaan? Selvästi kuitenkin kasino ei ole toiminut vastuullisesti.

Hello Mag7,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal 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 Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

This case has been under investigation two months soon. I still havent had any answer that will this be denied or what will happen.

Dear Mag7,

I apologize for the late reply. I am in active communication with the casino representative, and I am trying to gather all relevant information. I will be informing you as soon as I have an update. Your patience is greatly appreciated.

Two months is extremely long time to resolve matter like this. This is also alert to all, that If you have any problems with this casino, you will have a long wait until you get any resolution. That shows how low respect this casino has towards customers.

There isnt any reason why this would take such a long time.

Unfortunately, I have not heard back from the casino representative. I’m afraid there is not much that can be achieved without further cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. If the casino decides to get back to me, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Estonian Gaming Authority (hasart@emta.ee) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V

We’ve reopened this complaint at the request of Slotbox Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I would appreciate fairly quick resolve regarding this case, as this has taken a lot of time already.

Over two months to resolve a matter that many casinos handle within a week.

Thank you for the help, and cooperation.

Dear Mag7,

Thank you for your patience while I reviewed your case in detail.

After careful consideration, I regret to inform you that I will not be able to uphold your request on this occasion. Based on the information provided and our assessment of the situation, I believe that the casino acted in accordance with its policies and procedures. Several factors contributed to this conclusion, including:

• The fact that the account was reopened after a substantial period of inactivity (four years);
• Your completion of the responsible gambling questionnaire during the cool-off period, in which your responses indicated that you no longer experienced gambling-related issues;
• The context of your initial contact with the casino support team on the day you requested account closure, which involved a bonus request that was ultimately declined.

While I acknowledge that a longer cool-off period (ideally at least one to two weeks) might have been preferable, taking all of the above into account, I find that the casino's actions were consistent with reasonable expectations and industry standards.

As such, I will be closing this complaint with no refund recommended. I appreciate your understanding, and I'm truly sorry we couldn’t be of more assistance in this instance. Should you encounter any future concerns or issues—whether with this casino or another—please don’t hesitate to reach out. We're here to help.