I requested a self-exclusion on Slotmonster.com (EOD Code SRL) due to a gambling addiction, which the operator confirmed and acknowledged. Despite this, I was still able to deposit and gamble after the exclusion was in place — a clear breach of responsible gambling rules and player protection standards.

When I contacted Slotmonster to request a refund of these deposits, I only received a generic reply stating that wagered funds cannot be refunded, without any serious consideration of their legal and ethical obligation to enforce the self-exclusion.

Dear Marco123,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests for Slotmonster casino with me? Please share the information to my email at [email protected]
• When did the casino allow you to deposit for the last time?
• Could you please explain in more detail the timeline of key events regarding your account creation, deposits made, and self-exclusion process in the casino?

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/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

EOD Code SRL, operator of Slotmonster, engages in problematic practices.

Due to my gambling addiction, I requested a self-exclusion at Slotmonster.com on March 11, 2025, which the operator confirmed and acknowledged.

Despite this, on April 9, 2025, I — on my own initiative and in a vulnerable state — opened a new account simply by using a different email address. This is how I discovered that the operator easily allows the creation of a new account even if a self-exclusion request is already in place.

Here is the pattern I identified:

The account, not the player, is excluded: Only the originally excluded account is disabled. When registering a new account, there is no verification to check whether the player has already requested a self-exclusion. With the same personal details (name, date of birth, etc.), a new account can be easily created — all you need is a different email address.

Unrestricted deposits and play are still possible: Despite the active self-exclusion, I was able to deposit money and gamble again. The operator did not take any effective measures to permanently block excluded players from accessing the site.

Payouts are blocked: Only when a payout request is made does the operator perform a more thorough identity check. If it is then discovered that a self-exclusion is in place, the payout is denied. The previously deposited funds are lost.

One-sided advantage for the operator: This practice allows the operator to continue accepting deposits while refusing to pay out winnings. This approach exploits vulnerable players suffering from gambling addiction.

Conclusion: Based on the current situation, I do not expect to recover my deposited funds, as I technically opened a new account myself. Nevertheless, it is important to raise awareness of this practice, as it clearly violates the principles of responsible gambling and established player protection standards.

I hope this information helps other players to stay cautious.

Dear Marco123,

Please note that we believe that if you inform the casino of your gambling problems, they should prevent you from further play and reasonably prevent you from creating multiple accounts.

Without evidence, you informed the casino that you had informed them about your gambling problems, we might not confront them regarding the lack of protection. Please keep in mind that casinos prohibit creating multiple accounts, and players who aren't protected are responsible for breaking this rule.

Kindly provide proof of your attempts to seek player protection due to gambling problems, otherwise, we might not help.

Send this evidence to my email at [email protected]

Dear Marco123,

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.

Ich habe die Nachweise am 09. Mai an die angegebene E-Mail Adresse gesendet.

Thank you very much, Marco123, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of SlotMonster Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello Marco123,

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 SlotMonster 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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at http://www.kpvfaw.com/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V