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I've already tried to close my account three times and was repeatedly transferred from the chat to email support. There, I was told I had to confirm that I wanted to close the account, but after that, there was no response, and I lost more money. Is it possible for me to get my losses back during this time?

Attached are screenshots of the emails.

Ich habe bereits 3 mal versucht Konto zu schließen und wurde immer wieder vom chat zum email Support verwiesen, dort wurde mir gesagt ich muss bestätigen dass ich das Konto schließen will, jedoch wurde danach wieder nicht reagiert und ich habe wieder Geld verloren. Ist es möglich dass ich meine Verluste in dieser zeit zurück bekomme?

Anbei die Screenshots der Emails

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Dear Alpha33, thank you very much for submitting your complaint. I am truly sorry about your negative experience with SlotNeo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• When was the last time you made a deposit in this casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please forward your communication with the casino directly to my email? You can reach me at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Alpha33,

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.

H I no longer have access to the account. I already sent you all the screenshots of the payments by email last week; didn't you receive them?

H abe keinen Zugang zum Konto mehr mittlerweile. Ich hatte Ihnen per Mail bereits letzte Woche alle Screenshots von den Zahlungen geschickt, haben Sie die nicht bekommen?

Dear Alpha33,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Alpha33,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the SlotNeo Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a SlotNeo Casino representative to join this conversation and participate in resolving this complaint.

Dear SlotNeo 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 for providing the information.

Dear Igor,

We have sent a detailed email regarding this case to your inbox. Please review it at your convenience.

Kind regards,

SlotNeo Casino Team

Dear Alpha33,

According to the casino, your account was registered using the email address dieschneeeule888@gmail.com.

However, all of your requests were sent from die.schnee.eule888@gmail.com.

Could you please confirm whether this information is correct?

Additionally, if you sent any requests from dieschneeeule888@gmail.com, could you please share a screenshot clearly showing your email address?

Dear Alpha33,

As I mentioned in my previous message, I requested a screenshot or any evidence showing a self-exclusion request sent from the email address that is associated with your account.

Unfortunately, all the screenshots in your last message, as well as in the previous posts, show a self-exclusion request being sent from a different email address. Please note that, according to the casino's T&Cs, such a request must always be sent from the email address that is associated with the account.

However, if you have such a screenshot, please do not hesitate to request the reopening of this case with the specific evidence attached.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor