Slotuna Casino - A solicitação de autoexclusão do jogador é ignorada.

Ladies and Gentlemen ,

Because I'm a severe gambling addict, I asked live support to permanently ban me. They told me I had to do this via email, which I did on April 13th (see attachment). Unfortunately, emails are ignored and I'm not denied access, which is why I've lost a lot of money because I can't control myself. I want to be permanently banned because I'm severely addicted and ideally I'd like my money back, since the site is deliberately ignoring my request.

Sehr geehrte Damen und Herren ,

da ich stark spielsüchtig bin habe ich den Live Support gebeten mich dauerhaft sperren zulassen . Sie wiesen mich drauf hin das ich dies per Email machen muss was ich aucham 13.04 tat (siehe Anhang) leider werden Email ignoriert und mir wird der Zugriff nicht verwehrt worauf ich eine Menge Geld wieder verloren habe weil ich mich nicht in Griff habe . Ich möchte dauerhaft gesperrt werden da ich schwer süchtig bin und am besten mein Geld zurückfordern da die Seite meine Aufforderung bewusst nicht nach kommt .

Dear marvinleubert,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Slotuna Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please forward the email you sent to request self-exclusion from this casino? My email address is katarina.d@casino.guru.
• Kindly provide any additional correspondence you may have had with the casino concerning your self-exclusion request, including but not limited to live chat transcripts and email exchanges.
• Could you please clarify the basis for the disputed amount outlined in your complaint? Specifically, does this amount reflect deposits made from April 13th onward?

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,

Katarina

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.

Hello I sent you by email

Hallo habe ich ihnen per Email gesendet

Hello?

Hallo?

Dear marvinleubert,

thank you for your email and your patience.

• Have you tried to send another email requesting a self exclusion due to a gambling problem?
• Have you made any deposits since April 13th?
• Have you discussed the urgency of your request via live chat?

Looking forward to your reply.

Katarina

Dear Katarina,

Thank you for your feedback.

Yes, I've already contacted the live chat several times, emphasizing the urgency of my issue each time. Unfortunately, I was always told to describe my issue by email—which I did.

I deposited the above amount after April 13, even though I had already requested self-exclusion due to a gambling problem. However, my account remains active to this day.

In view of these circumstances, I request the immediate refund of the amounts deposited after April 13 and the immediate closure of my account.

Best regards

Liebe Katarina,

vielen Dank für Ihre Rückmeldung.

Ja, ich habe mich bereits mehrfach an den Live-Chat gewandt und dort jedes Mal die Dringlichkeit meines Anliegens betont. Leider wurde ich dabei stets darauf verwiesen, mein Anliegen per E-Mail zu schildern – was ich auch getan habe.

Die oben genannte Summe habe ich nach dem 13. April eingezahlt, obwohl ich bereits um einen Selbstausschluss aufgrund eines Glücksspielproblems gebeten hatte. Mein Konto ist jedoch bis heute weiterhin aktiv.

Angesichts dieser Umstände fordere ich die umgehende Rückerstattung der eingezahlten Beträge nach dem 13. April sowie die sofortige Schließung meines Kontos.

Mit freundlichen Grüßen

Dear marvinleubert,

thank you for your email.

• Could you please share with me the list of deposits from your player's account? Please forward them to my email katarina.d@casino.guru
• Have you had any conversations with live chat regarding this matter? Could you please forward me any transcripts or screenshots?
• Could you please forward me the actual email you have sent to the casino to self exclude, not just the screenshot, please?

Looking forward to your reply.

Katarina

Slotuna has now blocked my account. The problem is that the credit card statements have strange company names on them, and there's no way to tell that the payment belongs to Slotuna. Please write to the casino and they can send it to you. I'll be happy to send the email to your address.

Slotuna hat mittlerweile mein Konto nun gesperrt das Problem ist das auf dem kreditkartenauszüge komische Firmennamen stehen man erkennt darauf nichts das die Zahlung an slotuna zugehörige ist . Bitte schreiben sie das Casino an und die können ihnen das zukommen lassen gerne sende ich ihnen die Email an ihre Email addrese .

Dear marvinleubert,

thank you for your message and for the email.

• Could you please provide the date your account was closed?
• Could you please share your bank statement with the deposit history. Kindly forward it to my email katarina.d@casino.guru.
• Has there been any communication with live chat or customer support concerning your gambling problem and the lack of closure of your account?

Looking forward to your reply.

Katarina

I send them

Sende ich ihnen zu

I sent it to them 🙂

Habe ich ihnen zugeschickt 🙂

I can't tell you exactly when the account was closed. I didn't receive an email about it, but I can no longer log in.

Ich kann ihnen nicht genau sagen wann das Konto geschlossen wurde ich habe keine Email darüber erhalten ich kann mich aber nicht mehr einloggen .

Thank you very much, marvinleubert, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Understood

Alles klar

Hello marvinleubert,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hey, I know. Thanks.

Hey weis ich Bescheid . Danke

Dear marvinleubert,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Slotuna Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Slotuna Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

All right, thank you very much

Alles klar vielen Dank

Dear All,

We are very sorry about this situation and take your report very seriously.

We are currently investigating the case to understand all the details and kindly asking for your patience while we complete this review.

We will contact you immediately once the investigation is complete, to ensure a fair and responsible resolution.

Thank you for your understanding.

Best Regards,

Slotuna team

okay .

okey .

Dear Slotuna Casino,

I’m following up regarding the ongoing investigation and would appreciate any updates you may have on the current status. Please feel free to share any developments or findings as they become available.

Thank you for your time and continued cooperation.

Dear marvinleubert,

We would kindly like to ask you to check your emails where we send you further information on Friday, 13.06.

We are looking forward to your reply.

Best Regards,

Slotuna team

Thank you for your message.

Unfortunately, the email from Friday, June 13th, ended up in my junk mail folder.

I have now read it and have already responded.

Best regards

vielen Dank für Ihre Nachricht.

Die E-Mail vom Freitag, den 13.06., ist leider in meinem Junk-Mail-Ordner gelandet.

Ich habe sie inzwischen gelesen und bereits darauf geantwortet.

Mit freundlichen Grüßen

Dear marvinleubert,

Could you please share any updates regarding your issue? What was the subject of your correspondence with the casino, and have there been any recent developments?

Thank you for your cooperation.

Hello the casino refunded me half of my deposit

Hallo das Casino hat mir die halbe Einzahlung zurück gezahlt

Dear marvinleubert,

Thank you for the update.

Just to clarify - have you reached an explicit agreement with the casino regarding this matter? Can we consider your issue resolved, or would you like us to provide any further assistance?

Looking forward to your response.

Everything is fine, thank you

Alles gut danke

Dear marvinleubert,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo