Slotexo Casino - O encerramento da conta do jogador foi adiado.

Ladies and Gentlemen

I have been trying to close my Soltexo account since February.

According to your website, this should be possible within 24 hours. Well, more than 24 hours have passed since February, and of course, as you wish, you continued to deposit. At one point, it was said that the account was closed, but that wasn't the case.

Furthermore, I have tried several times in the chat to remove myself from the promotions, but I still receive emails.

And finally, you don't even get the bonus you signed up for (200 free spins for a €75 deposit) because, despite registering, you have to get the promotion approved again in the chat. What kind of nonsense is that?

I hope you can help me get my money back and finally close my account and those of my partner casinos.

Thank you!

Sehr geehrte Damen und Herren,

ich versuche seit Februar meinen Account bei Soltexo zu schliessen.

Laut Ihrer Homepage soll dies eigentlich innerhalb von 24 h möglich sein. Nun ja seit Februar sind mehr als 24 h vergangen und natürlich wie Sie es möchten hat man weiter eingezahlt. Zwischendurch hiess es mal der Account wäre geschlossen, aber dem war nicht so.

Des Weiteren habe ich mehrfach im Chat versucht mich aus den Werbeaktionen zu nehmen, aber ich bekomme immer noch Emails.

Und zum Abschluss hat man noch nicht mal die Boni bekommen für welche man angemeldet war ( 200 Freispiele für 75 € Einzahlung) weil man trotz Anmeldung nochmal im Chat die Aktion genehmigen lassen muss. Was ist das den für ein Blödsinn.

Ich hoffe Sie können mir helfen Geld zurück zu bekommen und den Account und den derer Partnercasinos endlich schliessen zu lassen.

Vielen Dank!

Dear Schafi1986,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? If you sent any other account closure requests please forward them to me. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have sent you further correspondence by email.

Apparently, Slotexo has now closed the account. However, the refund of the deposits made is still pending.

They admit that they reopened the account due to a technical error.

I am also happy to discuss a compromise payment.

Thank you!

Kind regards

Ich habe Ihnen weitere Korrespondenz per Mail gesendet.

Anscheinend hat Slotexo nun den Account geschlossen. Offen jedoch ist noch die Rückzahlung der getätigten Einzahlungen.

Sie geben zu durch einen technischen Fehler den Account wieder geöffnet zu haben.

Ich bin auch gern bereit über eine Kompromisszahlung zu reden.

Vielen Dank!

MfG

Thank you for your emails, fabianhsv98. I reviewed them all but I am afraid we won't be able to assist you in this matter. The self-exclusion request in which the player stated the gambling problem is the essential evidence that all players must provide in order for us to proceed with a case as failed self-exclusion. Since you didn't request account closure due to a gambling problem and your account has already been closed, there is not much more we can do and we don't think you are entitled to a refund.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.