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I have been trying to close my account due to Gambling Addiction since December 2025, I have sent messages to their live chat support and also WhatsApp both tell me that they cannot process my request that it has to be sent by email to my VIP Agent. I emailed my VIP agent multiple times with my request Cleary stating my gambling addiction . I still have not heard back from them and my account remains open today. I feel very taken advantage of and I'm pretty sure it is their legal duty to close accounts for responsible gambling tools. I am requesting a refund of some or all my loses from December 2025-February 2026. If they would have taken my request seriously I wouldn't have accrued all these loses.

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Dear Katek20211,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling Policy. While I didn't find any specific instructions on how to request self-exclusion, the general support email was mentioned twice in the section about Personal limits. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you ever attempted to request self-exclusion by writing an email to support@slotsgallery.com?
• When did you inform the casino about your gambling addiction for the first time? Please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.
• When did you make the last successful deposit?

Thank you very much for your cooperation.

Best regards,

Kristina

Good afternoon

As I was trying to log into my account today it states it has now been disabled. They still have yet to even notify me about anything. I feel very taken advantage of and would still like to have a refund of my loses. I have attached screen shots of emails I've sent to them. Unfortunately I am not able to now get screens shots of my transactions off of my account.

Dear Kristina,

Thank you for contacting us!

Please be informed that the player’s account has been closed.

After reviewing the case, we consider the refund request to be unfounded and not relevant under the given circumstances.

The matter has been reviewed and addressed in accordance with our internal policies.

Best regards,

Slotsgallery Team

I don't agree with this as I have been requesting this closure for months now, especially when I was told constantly to email my VIP Agent which I did multiple times and still to this day have not been contacted. You guys took advantage of my gambling problem and kept my account open which is very unfair to someone in my condition. I have provided proof with screen shots of my requests. I would like a refund of monies lost from December 2025-Februrary 2025.

Hello everyone,

Thank you both for your responses.

Katek20211, I sincerely empathize with your frustration and dissatisfaction regarding this matter. In order for us to proceed with your request for a refund, we need to see a self-exclusion request sent to the appropriate email address, in which you clearly communicate your concerns about your gambling addiction to the casino. The chat support agent has informed you that they are unable to assist with account closure and that you should reach out to your VIP agent to formally request self-exclusion. If you have retained any emails where you informed your VIP agent of your gambling problem, I would appreciate it if you could forward those to me, as I haven't found such a request in emails you sent me so far. Thank you very much for your cooperation.

I have shared with you many screenshots of them telling me that they have also forwarded my request to my VIP manager and that she would reach out to me in which to this day have not been contacted. because I started to get these emails saying that my email couldn't be delivered to that address. (I have sent you in a separate email).

You can clearly see in my what's app messages that I'm saying I have a gambling problem and they then saying they were going to pass along my request to my VIP manager quite a few times. That is taking advantage of Someone.

Hello Katek20211,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru