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Complaint – Failure to Action Self-Exclusion Request and Request for Refund

I am seeking a refund of the money I deposited and lost after my explicit request for self-exclusion on 1 September 2026.

I previously contacted the casino in 2025 requesting self-exclusion because I was struggling with my gambling. The casino was therefore aware that I wanted to restrict my access to gambling. Instead of permanently closing my account, I was placed on a six-month cooling-off period.

On 1 September 2026, I contacted the casino again and specifically requested to be self-excluded.

I was told that my request had been referred to the VIP Manager. However, I never received any further communication from the VIP Manager and, crucially, my account remained open and I was still able to deposit and gamble.

I subsequently deposited and lost a significant amount of money.

Had my self-exclusion request been properly actioned, I would not have had access to my account and would not have been able to make these deposits or incur these losses.

I believe the casino failed to take appropriate action after receiving a clear request from me to self-exclude, despite already having a history of my previous self-exclusion request.

I am therefore requesting a full refund of all deposits made from the time I requested self-exclusion on 1 September 2026 until my account was eventually restricted/closed, less any withdrawals made during that period.

I would like Casino Guru to investigate the casino’s handling of my self-exclusion request, including the referral to the VIP Manager and why no action was taken.

I can provide screenshots of my communications with the casino, including evidence that I requested self-exclusion on 1 September and was told that the matter had been referred to the VIP Manager.

I consider this particularly serious because the casino was on notice of my gambling difficulties from my previous self-exclusion request in 2025, yet after my further explicit request for exclusion on 1 September 2026, I was left with unrestricted access to my account and was able to deposit a substantial further amount of money.

I am asking for the deposits made after my self-exclusion request to be refunded.

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Dear OxyJen,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Gambling at an online casino is mostly done for entertainment purposes. However, there is a certain percentage of people who lose control over themselves while gambling. Before starting to play, it is important to realize that gaming shall not be viewed as a source of income or means of recovery from debts. It is useful to keep track of the time and the amount of money spent at an online casino daily.

We monitor our inboxes and try to respond as quickly as possible.

support@slotmafia.com"

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello, I sent the email to you via email.

Hello OxyJen,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could you please provide an update here, I have sent verious requests for self-exclusion and my account still remains open.

Dear OxyJen,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear OxyJen,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Slot Mafia Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Slot Mafia Casino representative to join this conversation and participate in resolving this complaint.

Dear Slot Mafia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello,

We have reviewed the case and would like to provide an update.

Unfortunately, the player's emails were not addressed in time because they were automatically filtered into the spam folder of our mailbox. We apologize for this oversight.

We are prepared to refund all deposits made after the player's first self-exclusion request.

Before we can process the refund, the player's account must be verified. We will contact the player directly and provide the necessary instructions to complete the verification process.

Once the verification is completed, we will proceed with the refund accordingly.

Dear Slot Mafia Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply once you have reached out to the player regarding the verification process.