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

Some time ago, I had requested from Slots Palace via e-mail the permanent closure of my addiction and money loss account.

This request was made on December 19, 2025 and it was indeed closed. However, today, 17-04-2026, I went to log in to the account and it was open normally. Therefore, I proceeded to make a deposit and found myself vulnerable again and, carried away by my addiction, I deposited €1,300.

So the company did not protect me, while I asked for the DEFINITIVE closure and of course did not respect my problem and my addiction. I would like to request a refund of my money.

I will also upload a relevant photo.

Πριν από καιρό είχα ζητήσει από την slots palace μέσω e-mail, το οριστικό κλείσιμο του λογαριασμού μου εθισμού και απώλειας χρημάτων.

Αυτό το αίτημα έγινε 19 Δεκεμβρίου του 2025 και πράγματι έκλεισε. Ωστόσο σήμερα 17-04-2026 πήγα να συνδεθώ στον λογαριασμό και ήταν ανοιχτός κανονικά. Επομένως προχώρησα σε κατάθεση και βρέθηκα ξανά ευάλωτη και παρασυρόμενη από τον εθισμό μου έβαλα 1.300€.

Η εταιρεία λοιπόν δεν με προστάτεψε, ενώ ζήτησα το ΟΡΙΣΤΙΚΟ κλείσιμο και φυσικά δεν σεβάστηκε το πρόβλημά μου και τον εθισμό μου. Θα ήθελα να ζητήσω την επιστροφή των χρημάτων μου.

Θα ανεβάσω και σχετική φωτογραφία.

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 SlotsPalace Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion request to the casino via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SlotsPalace Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Good evening!

I sent an email and requested a refund of deposits and a permanent ban from the casino.

My account is currently closed but there has been no mention of a refund from them. The company told me they will look into the matter, however I have not received any response yet.

I sent an email again to another address, after contacting live chat, but I still haven't received a response from there either.

The deposit of the money was made on 17-04-2026, total amount 1,300€!

I will send you by e-mail all the evidence I have in my possession.

Καλησπέρα σας!

Εστειλα email και ζήτησα επιστροφή καταθέσεων και οριστικό αποκλεισμό από το καζίνο.

Ο λογαριασμός μου αυτή τη στιγμή είναι κλειστός αλλά δεν έγινε καμία αναφορά από πλευρά τους για επιστροφή των καταθέσεων. Η εταιρεία μου είπε ότι θα εξετάσει το θέμα, ωστόσο δεν έχω λάβει ακόμα καμία απάντηση.

Έστειλα ξανά ένα e mail σε άλλη διεύθυνση, μετά από επικοινωνία με το live chat, αλλά ούτε από εκεί έχω ακόμη απάντηση.

Η κατάθεση των χρημάτων έγινε 17-04-2026, συνολικό ποσό 1.300€!

Θα σας στείλω στο e mail όλα τα αποδεικτικά που έχω στην κατοχή μου.

Good evening again!

Slots Palace responded to me via email and refuses to refund my deposits, claiming that once the deposits were made, the money cannot be refunded.

However, there was no mention of the fact that my account should be closed, while I was still allowed to make deposits.

They also stated that by accepting the terms of use, the user declares that they do not have a gambling addiction. However, addiction is a condition that can develop and worsen over time.

For this reason, I insist on my request for a refund of my deposits, as my wish to abstain from gambling, due to addiction, was not respected, nor were the principles of responsible gambling and player protection applied.

Καλησπέρα και πάλι!

Η Slots Palace μου απάντησε μέσω e-mail και αρνείται να μου επιστρέψει το ποσό των καταθέσεών μου, ισχυριζόμενη ότι από τη στιγμή που πραγματοποιήθηκαν οι καταθέσεις δεν είναι δυνατή η επιστροφή των χρημάτων.

Ωστόσο, δεν έγινε καμία αναφορά στο γεγονός ότι ο λογαριασμός μου θα έπρεπε να είναι κλειστός, ενώ μου επιτράπηκε κανονικά να πραγματοποιήσω καταθέσεις.

Ανέφεραν επίσης ότι με την αποδοχή των όρων χρήσης δηλώνεται ότι ο χρήστης δεν έχει εθισμό στον τζόγο. Παρόλα αυτά, ο εθισμός είναι μια κατάσταση που μπορεί να εξελιχθεί και να επιδεινωθεί με την πάροδο του χρόνου.

Για τον λόγο αυτό, επιμένω στο αίτημά μου για επιστροφή των καταθέσεών μου, καθώς δεν τηρήθηκε η επιθυμία μου να απέχω από το παιχνίδι, λόγω εθισμού, ούτε εφαρμόστηκαν οι αρχές υπεύθυνου στοιχηματισμού και προστασίας του παίκτη.

Dear Lavalava12,

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, Michal ([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

Good evening,

Thank you for your prompt response and for forwarding my case to the appropriate person in charge.

I will await the progress of the process and your update. For me it is particularly important that there is a fair resolution, as the casino did not take into account my wish to abstain from gambling and did not adhere to the rules of responsible gambling.

Thank you again for your support and actions.

Καλησπέρα σας,

Σας ευχαριστώ για την άμεση ανταπόκριση και για την προώθηση της υπόθεσής μου σε αρμόδιο υπεύθυνο.

Θα αναμένω την εξέλιξη της διαδικασίας και την ενημέρωσή σας. Για εμένα είναι ιδιαίτερα σημαντικό να υπάρξει μια δίκαιη επίλυση, καθώς το καζίνο δεν έλαβε υπόψη την επιθυμία μου να απέχω από το παιχνίδι και δεν τήρησε τους κανόνες υπεύθυνου στοιχηματισμού.

Σας ευχαριστώ και πάλι για τη στήριξη και τις ενέργειές σας.

Hello Lavalava12,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SlotsPalace 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.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning,

I would not like my complaint to be closed as unresolved.

I would like you to suggest other ways to find a solution to this problem, as slots palace did not take into account my desire to abstain from gambling and did not adhere to the rules of responsible gambling.

This results in financial and psychological damage for me.

Καλημέρα σας,

το παράπονο μου δεν θα ήθελα να κλείσει ως ανεπίλυτο.

Θα ήθελα να μου προτείνετε άλλους τρόπους να να βρω λύση σε αυτό το πρόβλημα, καθώς η slots palace δεν έλαβε υπόψη την επιθυμία μου να απέχω από το παιχνίδι και δεν τήρησε τους κανόνες υπεύθυνου στοιχηματισμού.

Αυτό έχει ως αποτέλεσμα οικονομική ψυχολογική φθορά για εμένα.

Dear Lavalava12,

Thank you for contacting us.

We would like to sincerely apologize for any misunderstanding. Please rest assured that your account has now been officially and permanently closed as requested. Communication programs associated with your account are now also closed.

Regarding your refund request, we have escalated the matter to the relevant department. Once we have an update, we will inform you.

Thank you for your patience.

Kind regards,

SlotsPalace casino Team

Good evening,

Thank you for your response and for the update regarding the permanent closure of my access.

I await the completion of the examination of my case, particularly with regard to my request for the return of my deposits, as well as any further information regarding developments.

Καλησπέρα σας,

Σας ευχαριστώ για την απάντησή σας και για την ενημέρωση σχετικά με το οριστικό κλείσιμο της πρόσβασής μου.

Αναμένω την ολοκλήρωση της εξέτασης της υπόθεσής μου, ιδιαίτερα σε ό,τι αφορά το αίτημά μου για επιστροφή των καταθέσεών μου, καθώς και οποιαδήποτε περαιτέρω ενημέρωση σχετικά με τις εξελίξεις.

Dear SlotsPalace Casino,

Thank you for the reply. We are waiting for your updates.

Dear Lavalava12,

Thank you for contacting us and sharing the details regarding the issue you mentioned.

To resolve this matter fully, we would like to offer a refund in the amount of 1300 EUR. If you wish to proceed with this offer, please reply directly to the separate email we sent requesting your bank details. Once we have received the necessary information, we will initiate the transfer.

Best regards,

SlotsPalace Casino Team

Good evening,

Thank you for your response and for the offer of a refund.

I accept the offer and have already sent my bank account details via e-mail, as requested, in order for the transfer of 1300 EUR to proceed.

Best regards,

Vasiliki Argyrou

Καλησπέρα σας,

Σας ευχαριστώ για την απάντησή σας και για την προσφορά επιστροφής του ποσού.

Αποδέχομαι την προσφορά και έχω ήδη στείλει μέσω e-mail τα στοιχεία του τραπεζικού μου λογαριασμού, όπως ζητήθηκαν, προκειμένου να προχωρήσει η μεταφορά των 1300 EUR.

Με εκτίμηση,

Βασιλική Αργυρού

Dear Lavalava12,

We are writing to update you on the status of your refund request. While our team has attempted to proceed with the transaction, we have not yet received a reply to our previous message requesting your banking information.

To allow us to complete this process, please reply to the aforementioned email with the requested bank details

As soon as we receive this information, we will finalize the transfer and ensure the funds are credited to your account as quickly as possible.

Thank you for your cooperation and patience.

Best regards,

SlotsPalace Casino Team

Good evening,

I have responded to the email and sent what you requested from 14-05-2026

I also include screenshots.

Καλησπέρα σας,

έχω απαντήσει στο email και έχω στείλει ότι ζητήσατε από τις 14-05-2026

παραθέτω και screenshots.

Dear Lavalava12,

While we have still been unable to locate the specific email record in our system, we have moved forward with the refund to avoid further delay. We have officially initiated the transaction process using the bank details provided in the screenshot you shared.

We are monitoring the status of the transfer and will send you a confirmation reply as soon as the payment has been successfully processed on our end.

Best regards,

SlotsPalace Casino Team

Good evening,

I will send the same email again in response to yours.

Thank you very much for continuing the process.

Best regards,

Vasiliki Argyrou

Καλησπέρα,

θα στείλω ξανά το ίδιο e mail ως απάντηση στο δικό σας.

Ευχαριστώ πολύ που προχωράτε την διαδικασία.

Με εκτίμηση,

Βασιλική Αργυρού

Dear Lavalava12,

Please let me know as soon as your transaction is completed successfully. I am looking forward to your reply.

Good evening,

I would like to thank you for your cooperation and assistance throughout the process.

I appreciate the fact that my case was carefully reviewed and that a solution was finally found with the completion of the refund.

I would also like to thank both the SlotsPalace Casino team and the Casino Guru team for their time, cooperation, and contribution to resolving the case.

Best regards,

Vasiliki Argyrou

Καλησπέρα σας,

Θα ήθελα να σας ευχαριστήσω για τη συνεργασία και τη βοήθεια καθ’ όλη τη διάρκεια της διαδικασίας.

Εκτιμώ το γεγονός ότι η υπόθεσή μου εξετάστηκε με προσοχή και ότι τελικά βρέθηκε λύση με την ολοκλήρωση της επιστροφής των χρημάτων.

Θα ήθελα επίσης να ευχαριστήσω τόσο την ομάδα του SlotsPalace Casino όσο και την ομάδα του Casino Guru για τον χρόνο, τη συνεργασία και τη συμβολή τους στην επίλυση της υπόθεσης.

Με εκτίμηση,

Βασιλική Αργυρού

Dear Lavalava12,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru