Slots Gallery Casino - A conta do jogador permanece aberta apesar do pedido de autoexclusão.

Dear CasinoGuru Team,

I am submitting a formal complaint against Slots Gallery regarding a severe Responsible Gambling breach and failure of Duty of Care.

1. Background:

I explicitly informed Slots Gallery via Live Chat support that I suffer from a severe gambling addiction and requested an immediate, permanent closure of my account across their entire network.

2. Breach of Duty of Care:

Despite my clear statement regarding gambling addiction, the Live Chat agent failed to immediately freeze/close my account. The casino allowed my account to remain active, leading to further deposits while I was in a highly vulnerable state.

3. Unreasonable Demands:

When I requested a full refund of all deposits made after my addiction statement, the casino began conditioning my account closure and refund on submitting private, highly sensitive medical records. Forcing a player to disclose confidential medical files to enforce a self-exclusion violates GDPR and basic player protection principles. Under Responsible Gambling regulations, a clear written self-declaration of gambling addiction is legally binding.

4. Requested Resolution:

- Full refund of all deposits processed after my explicit Live Chat addiction declaration.

- Immediate, permanent, network-wide self-exclusion.

- Delivery of my Live Chat transcript logs.

I have all communication records and transaction history ready to provide upon request.

Sincerely,

C. G. D.

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Dear daniel_g_c,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Veronika,

Thank you for taking up my case.

I would like to clarify that I explicitly requested a PERMANENT SELF-EXCLUSION due to severe gambling addiction during my Live Chat conversation with the casino.

Instead of immediately restricting my account upon declaring my addiction, the support agent kept the account active and conditioned the self-exclusion on submitting private medical documentation. As a result, I was allowed to make further deposits while in a vulnerable state.

Slots Gallery is currently refusing to provide me with the Live Chat transcripts. I have sent a formal request to them for these records, and I kindly ask Casino Guru to also request the chat logs directly from the casino management.

I have forwarded all available email correspondence, proof of deposits, and details directly to your email (veronika.f@casino.guru).

Best regards,

C. G. D.

Thank you for your email.

When was the first time that you mentioned gambling addiction to this casino and requested to be self-excluded?

When exactly did the casino close your account?

Dear Veronika,

Thank you for your response. I do not want to provide an incorrect date from memory, as the exact timestamps will be clearly proven once the full Live Chat logs are provided.

I would like to emphasize the following crucial points regarding my case:

1. Initial Addiction Declaration (Live Chat):

I explicitly declared my severe gambling addiction and requested an immediate account block during a Live Chat session. Instead of acting immediately to protect a vulnerable player, the support agent treated my declaration like a routine inquiry and ignored the urgency. Because I suffer from a gambling addiction, I continued to gamble and make deposits while the account remained active.

2. Email Follow-up & Immoral / Illegal Demands:

I repeated my declaration of gambling addiction via email. Instead of closing the account, Slots Gallery demanded private medical documentation proving my medical condition/therapy. Demanding highly sensitive personal health data as a condition for self-exclusion is unacceptable, predatory, and a violation of privacy laws (GDPR). To make matters worse, while this process was ongoing, the casino actively sent me promotional bonuses to entice me to keep playing.

3. Account Closure & Refusal to Cooperate:

My account was only blocked AFTER I initiated this complaint on Casino Guru. Since then, Slots Gallery has completely ignored my communications and refuses to provide the Live Chat transcripts. These chat logs are critical evidence, as they contain the exact timestamp of my initial addiction declaration and my statement that I am undergoing therapy.

Since the casino refused to act immediately upon my initial declaration, deliberately kept the account open with unreasonable demands, and enticed me with bonuses, I request a full refund of all deposits made between my first chat request and the day the account was finally blocked.

I kindly ask Casino Guru to officially request the full Live Chat logs directly from the casino operators to establish the precise timeline.

Best regards,

C. G. D.

Thank you for your reply.

I understand your position, but there is an important issue that needs to be addressed before we can assess your complaint further.

You are asking us to determine whether the casino failed to act appropriately after you allegedly requested self-exclusion due to gambling addiction, and you are requesting a refund of all deposits made between that request and the eventual account closure. In order to assess such a claim, however, we need evidence establishing when you made the self-exclusion request, what exactly you communicated to the casino, and when the casino became aware of your gambling problem.

At this point, you have not provided us with any evidence establishing the date or time of your Live Chat request. You have also not provided a transcript or screenshot of the conversation showing that you explicitly requested self-exclusion due to gambling addiction.

Please understand that when a player is requesting compensation for an alleged failure in the responsible gambling process, it is the player's responsibility to provide evidence supporting the relevant events. We cannot require the casino to provide internal records that they may not retain, may not be willing to disclose, or may dispute the existence or contents of. Casino Guru is a mediator, not an authority with powers to compel a casino to produce its internal communication records.

For this reason, we cannot simply assume that the Live Chat contained the statements you describe and use that assumption as the basis for ordering a refund.

If you have any evidence from your side showing the self-exclusion request—such as a Live Chat transcript, screenshots, emails, confirmation messages, or any other contemporaneous record showing the date and content of your request—please provide it to us. This would allow us to establish the relevant timeline and assess whether the casino failed to take appropriate action.

We would also need to distinguish between a general request to close an account and a clear request for self-exclusion due to gambling addiction. These are not equivalent requests and may have different consequences under our responsible gambling assessment.

Until there is evidence establishing the relevant request and its timing, we are unfortunately unable to conclude that the casino failed in its responsible gambling obligations or that the subsequent deposits should be refunded.

Please therefore provide any evidence available to you regarding your alleged self-exclusion request, particularly evidence showing the date, time, and content of the communication.

Dear daniel_g_c,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru