Hello,

just wanted to report something that happened to me also with SlotsPalace. On May 28th I sent them an email asking to permanently delete my account because of gambling problems. I clearly said I don’t want to be able to reopen it or create a new one again.

They only replied on June 2nd, and during those days the account was still open — I ended up depositing and losing more money in that time.

What’s even worse, on June 2nd I went to their live chat (in a moment of weakness) and they reactivated my account right away, even though I had asked for a permanent block just days earlier. Unfortunately when you cannot control yourself, it helps when account is blocked and you can't play - you can't lose.

I can send a screenshot of my original email as proof. I don’t have the chat transcript unfortunately, but they should.

Not sure if a refund is possible for what I lost between May 28 and June 2, but I’d appreciate your opinion on this.

Dear rok1rok,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Are you currently able to access your account, or is it blocked?

Could you please forward me the account closure request you sent to the casino, along with the casino's responses? My email address is [email protected].

Have you passed the full KYC verification?

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

Best regards

Veronika

Yes from 12.6 it is now closed, because i sent them a complaint but they did not respond only with closing the account.

Yes, i just sent you all the responses on the email right now.

I never passed the full verification in all the time I play there, never had a problem with depositing and withdrawing.

Thank you for fast response.

Rok

Thank you for your email.

Please note that self-exclusion requests are usually handled manually by the relevant casino department, and it may take a few working days for your account to be closed. For this reason, we are unable to assist players with refund requests for deposits made immediately after requesting self-exclusion. In your case, we cannot assist with the refund of deposits made between 28 May and 2 June, as this period included a weekend and your account was closed on the third working day following your initial request.

However, if your account was reopened on June 2 and you made several deposits up until June 12, we will need the following evidence from you:

• Confirmation that you requested the reopening of your account
• Proof of the deposits made (e.g., email confirmations)

If you are unable to provide any of this evidence, we regret to inform you that we will not be able to assist you further.

Thank you for your understanding.

Unfortunately, I do not have a confirmation of the reopening, as it was done through a live chat session, and I did not receive any follow-up email. Since this communication took place through their internal systems, I believe they have history for their chat logs from clients saved.

I am sending to your email directly all deposits made after June 2, when my account was reopened. Because my account is now locked I can't give you their direct deposit history but I have on my card statement. So I am sending you on your email. The exact amount is 451 EUR.

Thank you for your help!

Thank you very much, rok1rok, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello rok1rok, 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 SlotsPalace 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.

I would like to inform you that casino contacted me and offered a refund. When it will be visible in my bank account I will let you know. At the moment of writing I have not recieved it yet.

Hello rok1rok,

Please be informed that a refund with the amount of 277 Euro is processing.

We kindly request you to send us a confirmation as soon as you receive it. 

Thank you,

SlotsPalace Team.

This is great news, and I would like to thank the SlotsPalace Team for looking into this matter for us. Much appreciated. :)

Dear rok1rok,, please let us know once you receive the refund, and whether the issue has been resolved to your satisfaction. Thanks.

I would like to inform you that refund is complete and issue resolved. Casino agreed for refund and closing my account permanently. Thank you casino guru for help and Slotspalace for fairplay.

Dear rok1rok,

I am very happy to hear that your issue has been resolved, and would like to thank SlotsPalace Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so you have nothing to lose, only gain ;)

Lastly, 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