SlotNeo Casino - Игрок требует возврата средств после повторного открытия аккаунта.

Hello, this casino has reopened my account even though I stated that I am a gambling addict! I therefore demand that the casino refund the €150 I have lost since my account was reopened! Please help!

Guten Tag, diese Casino hat mein Konto wieder geöffnet obwohl ich angegeben habe dass ich spielsüchtig bin! Ich fordere daher das Casino auf mir die 150€ zurück zu erstatten die ich seit der Wiedereröffnung meines Accounts verloren habe! Bitte um Hilfe!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with SlotNeo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When exactly did you state your gambling problems to the casino?
• Has the casino reopened your original account or have you registered a new one?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Attila

Dear Player,

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.

Hello, i still sent you two E-Mails! Please check!

Dear Player,

Thank you for your response.

Could you kindly forward your original self-exclusion request directly to my email, rather than attaching it as a screenshot?

Additionally, may I ask if you have made any deposits since the casino reopened your account? If so, could you please attach the receipts for those deposits as well?

Furthermore, do you still have access to your account at this time?

Thank you for your cooperation.

Dear Christoph90,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Christoph90. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

Thank you for providing the forwarded evidence. Could you please advise when did the casino reopen your account? Additionally, did they do so upon your request? Have you received any promotional offers from the casino following your self-exclusion?

Thank you in advance for your reply.

The Casino reopened my Account on 1th March 2026! I sent them a E-Mail to close my permanently on 19th February 2026! In the E-Mail i told them to close my Account permanently because im accident to gambling! I sent you the original E-Mail! I got an E-Mail on 1th March 2026 that my Account is reopened thats why i start playing again!

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, Matej ([email protected]). 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,

Attila

Hello Christoph90, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of SlotNeo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for reaching out and allowing us to clarify the situation regarding this account. We take responsible gaming seriously and appreciate the opportunity to explain our procedures.

We would like to explain the distinction between a permanent self-exclusion and a temporary account timeout on our platform:

• Permanent Self-Exclusion: To initiate a strict, irreversible self-exclusion, players must explicitly select and activate the self-exclusion option directly through our internal system tools. This ensures the block is hard-coded into the system and cannot be bypassed by support staff.

• Account Timeout: Because the player did not utilize the automated self-exclusion feature within the system, our team applied a standard account timeout based on the email received.

Per our operating protocols, an account placed on a standard timeout—rather than a system-level self-exclusion—can be reactivated. If a player on a timeout contacts our support team via Live Chat or WhatsApp and explicitly requests that the block be disabled, our agents are permitted to reopen the account following a review.

Because the account was under a timeout status rather than a hard system exclusion, the restriction was being able to lifted. We acted in accordance with our platform's established policies regarding timeouts versus system-initiated exclusions.

Thank you for your time and assistance in this matter.

Best regards,

SlotNeo Compliance Team

Slotneo, I have clearly informed you that I am a gambling addict, which means you must permanently close my account without the possibility of reopening it! I have already sent Casinoguru the original email in which I told you, "Close my account permanently now, I am a gambling addict!"

Thank you for the explanation, dear SlotNeo Casino, although I have to second the above post from the player.

The message has been very clear, and nowhere in your terms or responsible gambling page is written, that the self-exclusion has to be initiated by the plyer via profile. In fact, the terms are stating:

3.8 Self-Exclusion: To self-exclude, you may contact customer support via live chat or email ([email protected]). It is your responsibility to inform us of any other accounts you hold and to refrain from creating new ones. The Company accepts no liability for losses incurred on other accounts or due to continued gambling activity.

The palyer has adhered to the terms and requested self-exclusion via support e-mail. Stated gambling addiction as the reason, and specified the length of the exclusion to be "forever". Since the procedure has been followed by the player, Caisno Guru believes this to be a failure in player protection on the casino side.

First request for permanent account closure due to addiction has been received by the casino on 19/02, and therefore I would like to ask if you could e-mail me ([email protected]) player's cashier history showing both deposits and withdrawals since 19/02, for a review. No information will be forwarded or shared with other parties, and is purely for purposes of internal investigation. Thank yo ufor your understanding and cooperation.

Dear Matej,

Thank you for your response. We have reviewed your request and have just forwarded the requested cashier history, game logs, and relevant live chat transcripts directly to your email ([email protected]) for your internal investigation.

These documents will provide a clear timeline of the player's account activity and their direct requests to our support team to reopen the account.

Please let us know if you require any further information or clarification.

Best regards,

SlotNeo Casino Representative

Thank yo uvery much for the detailed response, SlotNeo Casino, much appreciated. I have responded with explanation and proposal of resolving this complaint.

Dear Christoph90, once I hear back, I will post an update here as well, to keep you up to date with the events.

Hello,

We have just replied to Matej's email regarding the proposed resolution and have confirmed the actions taken on our end.

Best regards,

SlotNeo Compliance Team

Thank you for the message, SlotNeo Casino, and the account closure confirmation.

Dear Christoph90, the casino has confirmedyour account has now been closed due to gambling addiction, and all security measures were put in place to ensure you will stay safe in the future. However, I have not received your cashier history, only a note that a refund proposal has been sent to you. Please, can you confirm the refund amount stated by the casino (so I can adjust our internal notes), and whether you have accepted it? Thank you.