DragonSlots Casino - O pedido de encerramento da conta do jogador está atrasado.

I have been asking the casino for several days to close my account due to serious losses and a gambling problem. While they did not do so, they told me that the relevant department would contact me, which has not happened to this day, resulting in me losing an additional €5,000.

I request an immediate refund of the money I deposited after requesting the closure of my account. The casino appears to not be implementing basic player protection measures, as required by the Curacao license and international responsible gaming standards.

Εχω ζητήσει από το καζίνο εδω και αρκετές μέρες να κλεισουν τον λογαριασμό μου,λόγω σοβαρών απωλειών κ προβλήματος με τον τζογο. Ενώ δεν το έκαναν μου είπαν οτι το αρμόδιο τμήμα θα επικοινωνήσει μαζι μου πραγμα που δεν εχει συμβεί μεχρι σήμερα με αποτέλεσμα να χασω επιπλέον 5.000€ .

Ζητάω την άμεση επιστροφή των χρημάτων που κατέθεσα μετα το αίτημα του κλεισίματος του λογαριασμού μου.Το καζίνο φαίνεται να μην εφαρμόζει βασικά μέτρα προστασίας παικτών, όπως προβλέπεται από την άδεια του Κουρασάο και τα διεθνή πρότυπα υπεύθυνου παιχνιδιού.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with DragonSlots Casino. I have checked the responsible gambling policy of the casino and have found the following information:

You should ask yourself :

Do I feel from the very beginning that I am prone to certain gambling-related problems? 

Do I doubt that I will be able to control the golden mean of acceptable spending of time and money? 

If the answers are Yes then you should consider using the "exclude yourself" option to prevent you from gambling at Dragonslots. You can always activate this feature by contacting customer support via live chat. If you are concerned about your loved ones who are playing at our casino and feel that they are losing control, do not hesitate to contact our friendly customer service team and we will do our best to find a solution. Our support service works all year round with no days off and can be always reached via live chat.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat? Have you mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@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,

Natalia

My account remains active, and I continue to lose money due to their inability to protect me.

The first time I contacted the casino and requested that my account be closed was through live chat, where I was assured that my account would be closed and that I would be contacted via email. I did not keep a screenshot of that conversation because I did not expect that they would fail to proceed with closing my account.

However, they are obligated to keep chat records, and they can verify that my first request was made at the end of September.

After that, since my account was still not closed, I lost an additional €2,000 and more until I sent another official email to their support team on October 2, requesting account closure and a refund of my losses (I am attaching the emails below).

To this day, no action has been taken on their part, and my account remains open. As a result, I lost another €2,000 just yesterday. I was forced to send yet another email to their support, to my VIP manager, and to their complaints department — but once again, I have received no response from any of them.

I would like your help in recovering the money I lost after my first request for self-exclusion and account closure, as I clearly informed them that I have a gambling problem and they failed to protect me, causing me to lose funds that I cannot afford to replace.

Dear Casino Guru Team,

My account on Dragonslotss1.com has been closed just now without any notification and without responding to my emails regarding my complaint and the refund of €5,000 that I lost after submitting a self-exclusion request.

The casino failed to implement the self-exclusion as requested, resulting in the loss of my funds due to their negligence.

I kindly ask for your guidance on the next steps to claim the refund of my funds.

Dear player, thank you for your response and for sharing the screenshots. After reviewing them, I wasn’t able to find any mention of gambling problems or addiction in your communication with the casino. You only stated that you wished to close your account.

Please note that such a request on its own does not qualify as a responsible gambling (self-exclusion) request. Players may choose to close their accounts for many different reasons, for example, dissatisfaction with the casino’s services, a wish to take a temporary break, privacy concerns, or simply losing interest in gambling.

What distinguishes a self-exclusion request from a standard account closure is the clear mention of gambling-related issues or loss of control. Without such an indication, the casino is not obliged to apply responsible gambling measures.

Please let me know if you can obtain chat transcripts from your previous interaction with the casino that you refer to in your emails, and I'll gladly review them.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ELIZABETHGR,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia