SlotHunter Casino - La richiesta di chiusura dell'account del giocatore viene ignorata.

I have repeatedly asked the casino to close my account and have never received a response. In the chat, they always say I have to send an email, but they don't respond to emails. I have repeatedly pointed out that I have an addiction problem, and the casino still doesn't react!

Ich habe mehrfach das Casino gebeten mein Konto zu schließen und nie Antwort erhalten. Im Chat wird jedes Mal gesagt man müsse Mail schicken, aber auf Mails wird nicht reagiert. Ich habe mehrfach darauf hingewiesen dass ich ein Suchtproblem habe und das Casino reagiert nicht!

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’m sorry to hear about your negative experience with SlotHunter Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account currently accessible to you?
• Have you completed account verification?
• Have you unsubscribed from the casino's marketing communication? (newsletters and other advertisements)
• When was the first time you disclosed your gambling addiction to the casino? (date)
• When was the last time you were allowed to deposit in the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello! After threatening to file a complaint with Casino Guro in the chat, my account was finally blocked. Until then, however, I had lost approximately €200-300.

Thanks for your help

Hallo! Nachdem ich im Chat mit einer Beschwerde bei Casino Guro gedroht habe. Wurde endlich das Konto gesperrt. Bis dahin habecich aber ca 200-300€ verspielt.

Danke für ihre Hilfe

Thanks for the update.

For us to pursue a refund, we would like to ask you to send me the emails in which you asked the responsible department of the casino for account closure, before spending money, with dates and reasons for account closure visible.

Send this evidence to my email at [email protected] for review.

Please specify when the casino allowed you to make the deposits you wish to be refunded.

Thanks in advance for your cooperation.

Dear claudi3110,

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.

I've already sent them everything multiple times.

Ich habe ihnen doch schon alles mehrfach gesendet

Hello claudi3110,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello! I already sent the emails to this email address two weeks ago!!!

Hallo! Ich habe bereits vor 2 Wochen die Mails an diese e mail Adresse gesendet!!!

I went over the communication you sent me.

I apologize for not responding earlier.

The dates on one of the screenshots say you sent the self-exclusion request on January 2nd, while on other screenshots, the date is missing.

Could you please specify when you disclosed your issues to the casino for the first time?

Do I understand correctly that the casino closed your account on January 5th?

When was the last time the casino allowed you to deposit?

Please let me know.

Hello !

Thank you for your reply. I first mentioned my problem in the chat in mid-December and was told I had to send an email. My emails went unanswered. Not once.

I can no longer access my account and unfortunately I don't know when I last made a deposit, but I suspect it was on January 5th.

I'm afraid they're on the casino's side and I won't get a refund. Decisions always go in favor of the casino.

Hallo !

danke für ihre Antwort. Ich habe das erste Mal Mitte Dezember im Chat erwähnt, dass ich ein Problem habe und mir wurde gesagt ich müsse ein Mail schicken. Auf meine Mails wurde nicht reagiert. Kein einziges Mal.

Ich kann nun nicht mehr in mein Konto zugreifen und weiß leider nicht wann ich das letzte Mal eingezahlt habe, aber ich vermute am 5 Jänner.

Ich befürchte sie stehen auf der Seite des Casinos und ich werde nichts erstattet bekommen. Es wird nämlich immer zugunsten des Casinos entschieden.

Dear claudi3110,

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,

Tomas

Hello claudi3110, 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.

I’d like to invite a representative of SlotHunter 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.