Delayed payment and cancelled

To Whom It May Concern,

I am submitting a formal complaint regarding Slot Gallery Casino, which states that it operates under a Curaçao eGaming license.

Despite multiple written requests made in January 2026 for immediate self-exclusion and permanent account closure, the operator has failed to take appropriate action.

I have contacted the casino via:

Email, WhatsApp, Online chat

Each time I was told to “wait,” but my account remains open and no formal confirmation of self-exclusion has been provided.

This matter involves responsible gambling obligations and player protection. An operator licensed under Curaçao eGaming should act immediately upon receiving a self-exclusion request. Failure to do so places vulnerable players at risk and raises serious compliance concerns.

For your reference:

< personal information removed >

Dates of requests: January 2026

No confirmation or closure has been provided to date.

I respectfully request that you:

Investigate this operator’s conduct.

Ensure my account is permanently closed without delay.

Ensure that all marketing communications cease immediately.

Please confirm receipt of this complaint and advise me of the next steps in your investigation.

Kind regards,

< personal information removed >

I submitted a request to apply a $100.00 monthly deposit limit on my account. I was asked why and I disclosed that I have a gambling problem and that I would like to proceed with applying a deposit limit to my account. However, this request was never fulfilled. Following this request, I was able to deposit money to play on the casino.

On February 17th, I contacted the support email to request self-exclusion. This request has still not been followed up on. However, this request does not negate the deposit limit I had requested and the subsequent monies I was able to deposit after my request.

I also contacted the support chat several times and was told that an assigned VIP manager handles my requests and that they would follow up with me. This never occurred. The fact that a designated “VIP manager” that is assigned to you is the only person who can handle your requests seems quite odd. I’m assuming many people who request deposit limits and self-exclusion have an issue with gambling, so it is quite negligent that these requests have not been fulfilled. The fact that my requests have not been fulfilled (especially my deposit limit request) appears to go against their responsible gambling policy.

I am quite upset with the customer support at this casino because it failed to follow through with my request. This has been a very stressful experience for me, and I am angry that my requests were not applied because I feel like I have been taken advantage of due to a vulnerability I have. I am also concerned for other customers like me and the possibility of them being taken advantage of.

I am writing to make a formal complaint regarding your failure to act on my self-exclusion request, which I first submitted on 31 May 2025.

On that date, I contacted your support team requesting to be self-excluded from your platform due to gambling harm concerns. Despite this clear and explicit request, my account remained active, and I was able to continue gambling. This represents a serious breach of your responsible gambling obligations and the self-exclusion policy outlined in your own terms and conditions.

Since my initial request, I have made multiple follow-up attempts asking for the exclusion to be implemented, yet no effective action has been taken. As a direct result, I continued to incur gambling losses that would not have occurred had my self-exclusion been processed in a timely manner.

I therefore request that you:

Acknowledge receipt of this formal complaint,

Explain why my self-exclusion request was not actioned, and

Refund all gambling losses incurred after 31 May 2025, when the exclusion should have been in effect.

Please treat this as a formal complaint under your Responsible Gambling and Complaints Policy. If I do not receive a satisfactory response within 14 days, I will escalate this matter to your licensing authority and relevant consumer protection bodies.

I have retained copies of my correspondence and records of my continued gambling activity as evidence of this failure.

Thank you for your immediate attention to this serious matter. I look forward to your reply and resolution.

This problem continues and Slots Gallery casino just won't listen to my request.

I requested an account closure multiple times, sent them lots of emails asking to close my account due to gambling addiction.

But they just wouldn't consider my request.

They know I have an addiction problem and it looks like they are just taking advantage of this. I asked them to close my account multiple times and it is still open. Told them I have gambling addiction and instead of closing my account they allured me with bonuses and I kept on depositing and losing money.

This issue has been going on for more than 3 months and my account is still opened and I lost lot of money.

I have mails asking them for closure and have their answers. I asked them multiple time to close the account and they just wouldn't close it. And of course I deposited and lost a lot of money.

This is so unfair. I feel like they are playing fools with me and taking advantage of my gambling addiction.

Is that even legit? What can I do?

I attached some screenshots of mail, so I hope this helps.

Thanks a lot.

I have tried to close my account on Slots Gallery Casino multiple times, but they refuse to close it for some reason. I have sent 5 emails and asked them to close my account permanently because I have gambling problem. They have answered with same email message 3 times. In that message they tell me to check out other options to control my spending, and set personal limits on casino. I asked for 20 Euro monthly deposit limit but got a reply that, " your request has been forwarded to your personal manager for further clarification and processing." That was almost month ago and still my account is open and has no limits. Also in their reply message is this, "especially considering that you didn't lose anything on our website". I have lost nearly 2000 Euros on Slots Gallery Casino. So that is false and I can send bank statement to prove that if needed. And most of that money I lost after I asked for account closure. I want to close my account on Slots Gallery Casino. Or even set deposit limit but that seems impossible.