So yes I started playing at their casino some time ago recently I wanted to play again but I got the error "we are analyzing your account Check our help center for more information" I wrote to the live support but they write back that my account is open although it is not, they told me to do a browser cleanup but that did not help I wrote to the support email to delete my account and data but with no response for over a month now I keep getting text messages on my phone number which is annoying and violates my rights.

Dear Akkkk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotuna Casino.

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

• Have you unsubscribed from the casino's marketing communication?
• Have you contacted the casino and asked them to remove you from the marketing communication list?
• When was the last time you contacted casino support and what did you discuss?
• Is blocking the sender on your phone a valid solution for your issue?

Thank you very much in advance for your reply.

Best regards,

Tomas

Have you opted out of the casino's marketing communications?

I can't opt out because I can't log into my account.

Have you contacted the casino and asked to be removed from the list of marketing communications?

Yes, I sent an email, but they have not responded for a long time.

When was the last time you contacted the casino staff and what did you discuss? 

I sent an email a week ago but they have not responded so far

Is blocking the sender on your phone a valid solution for your issue?

Yes but it doesn't do anything still text messages come in

Dear Akkkk,

Could you please share with me your communication with the casino and supporting evidence regarding your attempts to resolve the issue with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

No answer

Thanks for your reply,

• When did the casino inform you your account is open?
• Could you please share the interaction between you and casino support regarding the unwanted messages and status of your account? Send the information to my email at [email protected]
• Since when are you receiving unwanted messages from the casino and when was the last time you received it?

The casino informed me that the account was opened a month ago. I can't share the information about the conversation with the casino because they don't reply to emails. The message that I have an open account was answered by live chat. I've been receiving messages from the casino every day for several months.

Thank you very much, Akkkk, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Hello Akkkk, 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.

Since we have not received the evidence of your previous account closure requests, that would mention gambling addiction, I think the best step towards the resolution of this complaint would be to start from the very beginning of the proces for self-exclusion.

When applying for the self-exclusion, please clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly 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 of a message you can send to the casino:

Email subject: Self-exclusion Request

Player’s info:

First name:

Last name:

DOB:

Casino login:

E-mail address:

"Greetings Slotuna Casino,

I’m writing to inform you that I wish to exclude immediately and indefinitely from this casino and from receiving any gambling-related marketing material for a lifetime.

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

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

Please send another e-mail with the text stated above to [email protected] (please also CC me at [email protected] in the copy) and keep me informed about any further developments. Thank you for your patience and cooperation in advance.

Dear Akkkk,

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.

Thank you for the confirmation posted above. :)

Dear Slotuna Casino, could you please confirm with us once the account has been closed due to the gambling addiction, with no option for re-opening, and that all the advertisement and promotion via e-mail and SMS messages will cease?

Thank you for your time and cooperation in this matter.

Dear Akkkk,

Thank you for contacting us.

Please accept our apologies for any inconvenience.

We would like to confirm that your account has been closed, and you will no longer be able to access it.

Furthermore, we would like to inform you that your account has been successfully unsubscribed from receiving any further communications.

Kind regards,

Slotuna Casino Team

I would like to thank Slotuna Casino for a quick response!

Dear Akkkk,

As per the casino's response above, it seems that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation throughout the whole process. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Alternatively, I would like to aim your attention towards the free app BetBlocker (https://betblocker.org/pl/) that can keep you safe from online gambling on both computer and mobile devices.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com