The player from Germany wanted to self-exclude from Slotuna casino but encountered difficulties since there was no option on the site. Despite repeated email confirmations to support regarding the self-exclusion request, their account remained open after a week of attempts. The issue was resolved when the player confirmed that their account had been successfully closed, allowing them to take a step towards managing their gambling addiction. The Complaints Team marked the case as resolved following this confirmation.
Slotuna Casino - Player struggles to close casino account for self-exclusion.
Amount: ??
Slotuna Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Hello,
I would like to exclude myself from the Slotuna casino.
There is no button for this, you have to contact support.
When I speak to live support, they tell me I can only submit a request for self-exclusion via email.
I have done this several times(!) and each time I received a reply email saying:
'Dear username,
Thank you for contacting our support team.
We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.
If you wish to proceed, please, confirm your decision and acknowledgment by replying to this email.
If you have any additional questions, please, do not hesitate to let us know.
Best regards,
Customer Service'
I have now replied to this email several times with various versions of 'I accept', but my account is still open.
I've been trying to close my account there for a week now.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear Florwgah,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account?
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Dominika
Public
Public
4 months ago
Translation
I am addicted to gambling and would like to self-exclude from slotuna so that I can no longer play. I believe that excluding myself from slotuna can help me to stop playing. I will forward the email that I sent to slotuna support to you.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear Florwgah, has your casino account been closed? If so, when was it closed?
Public
Public
4 months ago
Translation
Yes, it has finally been closed.
The closure took place on February 21, 2025.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear Florwgah, thank you for the information. Can we consider the case resolved?
Public
Casino Analyst & Complaint Specialist
Public
4 months ago
Dear Florwgah,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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.
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,
Dominika
www.kpvfaw.com
