Complaint #69 Slots Gallery Casino

Failure to close my account after repeated requests

By Dnsrcd

2 days ago

I am submitting a formal complaint against Slots Gallery Casino regarding its failure to close my account promptly despite multiple written requests.

I contacted the casino several times by email requesting that my account be closed. Unfortunately, my requests were repeatedly ignored or left unanswered for several days. During this period, my account remained active, allowing me to continue depositing and gambling.

The casino eventually responded and closed my account only after I had lost approximately $3,000.

Had my account been closed when I first requested it, I would not have been able to continue gambling and incur these additional losses. I believe the casino's failure to act promptly on my repeated requests directly contributed to the financial losses I suffered during the period between my initial closure request and the actual closure of my account.

I have retained evidence supporting my complaint, including:

Copies of my emails requesting account closure, with dates and timestamps.
Records of my deposits and withdrawals.
Evidence showing when the casino eventually responded and closed my account.
Resolution requested

I respectfully request that AskGamblers investigate the casino's handling of my account closure requests and help me obtain a refund of the approximately $3,000 in losses incurred after my first account closure request and before the account was actually closed.

I also request an explanation from Slots Gallery Casino as to why my repeated requests were not acted upon promptly.

I am prepared to provide my supporting documentation so that the dates of my requests, the casino's responses, the account closure, and my financial transactions can be verified.

I hope this matter can be resolved fairly and that the casino will take responsibility for its failure to process my account closure requests in a timely manner.

Thank you for your assistance.

Disputed Casino Slots Gallery Casino

Reason Account closure

Amount $3000

Discussion

83 hours left for Slots Gallery Casino to respond.

Dnsrcd

12 hours ago

Dear AskGamblers Team and Denise,

Thank you for the response. However, I respectfully disagree with the casino's assessment and would like to clarify several important points.

1. My account closure requests must be assessed in their full context.

The casino places significant emphasis on the fact that I did not explicitly disclose a gambling addiction or compulsive gambling behavior in my initial correspondence. However, I believe this argument overlooks the importance of examining the complete communication history, including my concerns, my requests to close my account, and any subsequent messages indicating that I wanted to stop gambling.

A player should not necessarily have to use specific clinical terminology or formally declare a gambling addiction before their communications warrant closer examination. I therefore ask AskGamblers to review the actual messages exchanged between the casino and me, rather than relying solely on the casino's characterization of those communications.

2. My request to keep the account open should not be considered in isolation.

The casino refers to my message stating, "I would like finally to keep my account open."

I ask that this statement be assessed in the context of the complete conversation and the subsequent account closure requests I submitted. A single message should not automatically invalidate earlier or later indications that I wanted to close my account.

I would also ask the casino to provide a clear timeline of every account closure request, when each request was received, what action was taken, and when the account was actually closed.

3. The timing of the account closure requires independent examination.

The casino states that my pending closure request was processed only after my dedicated VIP Account Manager returned from scheduled days off.

I respectfully question whether the handling of an account closure request should depend on the availability of a particular VIP representative. I ask AskGamblers to establish whether the casino had an effective process for handling closure requests in the representative's absence and whether my request was processed within a reasonable timeframe.( she did reply to me when she saw my initial message ) I kept on sending emails the same day

Please also examine the timing of any deposits, wagers, and losses that occurred after my relevant account closure request or requests.

If any losses occurred after the casino should reasonably have acted on my request, I ask that these losses be assessed separately and that reimbursement be considered accordingly.

4. The casino's VIP relationship should be examined objectively.

The casino describes its VIP service as an approach designed to value players and explore alternatives. However, I believe it is important to examine the actual effect of the options offered to me, including the suggestion of a temporary break instead of account closure.

I ask AskGamblers to review whether these interactions appropriately addressed my expressed wishes and whether the casino's actions were consistent with its applicable account closure and responsible gambling procedures.

5. My refund request requires an evidence-based assessment.

I understand the casino's position that dissatisfaction with bonus terms does not automatically entitle a player to reimbursement. However, my complaint should not be dismissed solely on that basis without examining the full circumstances surrounding my account closure requests and the subsequent gambling activity.

I request that AskGamblers review the complete correspondence, account activity, deposit and withdrawal history, relevant timestamps, and applicable terms and conditions to determine whether the casino handled my case appropriately.

In particular, I ask the casino to provide:

A complete timeline of my account closure requests and the actions taken in response.
The timestamps of deposits, wagers, and losses following each relevant request.
The complete correspondence between me and the casino concerning my account closure and the options offered.
An explanation of the procedures available for processing account closure requests when my VIP Account Manager was unavailable.
6. Request for resolution

In light of the above, I respectfully request an independent assessment of my complaint and reimbursement of the approximately CAD 3,000 claimed, to the extent justified by the evidence and the casino's applicable obligations.

At a minimum, I ask that any losses incurred after a valid account closure request should have been actioned be examined separately and not dismissed as ordinary gambling losses.

I hope this matter can be resolved fairly and transparently. I would appreciate a reasoned decision based on the complete evidence, rather than an assessment based primarily on whether I explicitly used the words "gambling addiction."

Thank you for your time and consideration.

Kind regards,

The Player

Slots Gallery Casino

• Representative

12 hours ago

Dear AskGamblers Team and Denise,

Thank you for your patience while we conducted a thorough review of this matter.

First of all, we would like to confirm that the player's account has been closed and is no longer accessible.

Following our review, we would like to highlight several important circumstances that we believe should be taken into consideration when assessing this complaint.

On October 17, 2026, the player contacted their dedicated VIP Account Manager following dissatisfaction with the application of bonus winnings conditions. The winnings in question were subject to the maximum winnings limitation applicable to the bonus used, in accordance with our Bonus Terms and Conditions.

Importantly, throughout the correspondence reviewed, the player did not explicitly disclose any gambling addiction, compulsive gambling behavior, or inability to control their gambling activity. The initial request arose in the context of dissatisfaction with the applicable bonus conditions.

Our VIP Manager addressed the player's concerns by explaining the relevant conditions and presenting alternative options, including the possibility of taking a temporary break rather than closing the account.

As part of our VIP customer service approach, we value every player and aim to address individual concerns by providing clear explanations and exploring suitable alternatives.

Later that same day, the player reconsidered their initial decision and explicitly stated:

"I would like finally to keep my account open."

In the same message, they also requested assistance with processing a withdrawal.

While the player subsequently submitted further account closure requests, we believe their earlier change of decision is an important part of the overall circumstances and should be taken into consideration.

Once the player's dedicated VIP Account Manager returned from scheduled days off, the pending closure request was reviewed and processed, resulting in the closure of the account.

Regarding the requested refund of approximately CAD 3,000, we respectfully disagree that the circumstances presented automatically establish an entitlement to reimbursement.

While we understand the player's dissatisfaction with certain bonus conditions, such dissatisfaction does not, in itself, establish grounds for reimbursement of subsequent gambling losses.

Taking the circumstances outlined above into consideration, we do not believe that a refund would be appropriate in this particular case.

Nevertheless, we respectfully ask the AskGamblers team to review this case and provide an independent assessment of the situation.

Kind regards,
Slots Gallery Casino Team

AskGamblers

• Support Team

15 hours ago

Dear Slots Gallery Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dnsrcd

2 days ago

Hi, I just wanted to provide an update. My account was finally closed on October 21st, after I sent several emails requesting its closure. My first request was made on October 17th, but they refused to refund me for the money I lost between October 17th and October 21st, despite my initial request to close my account.

I believe I should not be held responsible for losses incurred during that period, as I had already requested the closure of my account and sent them several emails.

Slots Gallery Casino Complaint Stats

Resolved 23 / 23

Avg. Amount $4,604

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Slots Gallery Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 13 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Complaint Status

83h left

$3,000

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Slots Gallery Casino Complaints

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Obsidian VIP dispute

I am an elite Obsidian VIP player filing an official dispute against Slots Gallery (Hollycorn N.V.). Slots Gallery is engaging in systemic financial coercion and bad-faith regulatory manipulation by deliberately withholding a verified balance of €73,000 to force mandatory slot machine turnover. The operator's primary defense of external banking constraints is completely invalidated by their own written admissions across the following timeline:

Written Admission of Ransom (File: Oct11_Mission_2): The VIP manager explicitly confirmed the account was fully verified and required no further compliance checks, stating in writing: “We don’t need any additional documentation from you, mate! The only available option is to complete the special mission…” Conditioning a cleared, verified payout on promotional gameplay is a direct violation of international consumer protection laws.

The Backend Contradiction (Files: Oct11_Mission_3, Oct11_Mission_4, and Oct12_Mission_5): The operator repeatedly claims payout speed is dictated by third-party payment provider limits. However, in these files, they explicitly state that completing an internal slot mission has the direct backend power to increase my processing limits “way up x10”, “speed things up and cash everything at once”, or “twice as high as the standard one.” This proves the withdrawal bottlenecks are entirely artificial liquidity brakes controlled manually by the casino backend.

Forced Gamification Under Duress (File: Oct13_Forced_Mission_Activation_Against_Will): Despite multiple written notices explicitly opting out of all promotions and missions (Files: Oct11_Refusal_Mission_1, Oct11_Refusal_Mission_2, Oct12_Refusal_Mission_3), the operator completely overrode my non-consent by unilaterally forcing an active "Twilight mission" onto my profile under financial duress.

They repeatedly copy-pasted legal jargon claiming their hands were completely tied by strict "third-party payment provider restrictions." However, they then bragged about manually pushing through €8,000 in a single day as a favor, and stated the mission would grant a 10x limit override, a twice increase, and everything in a day. They permanently documented on their own CRM servers that their withdrawal bottlenecks are an artificial corporate fiction. They proved they possess the immediate backend dashboard capability to adjust limits and transfer higher sums instantly whenever they choose

The operator is weaponizing its user interface to execute a predatory "Play-to-Withdraw" blackmail scheme, openly violating international licensing mandates and Anti-Money Laundering frameworks - which strictly forbid forcing turnover on fully cleared organic winnings. I request immediate, public mediation to enforce a structured installment schedule for my full €73,000 balance.

Furthermore, the operator systematically deployed bad-faith intimidation and narrative manipulation to enforce compliance, explicitly threatening that I would lose my Obsidian VIP status next month if I left my funds sitting idle while they deliberately manufactured the payout delays and suddenly claiming the "Anti-Fraud Team" had to perform a manual review despite having explicitly confirmed in writing just 24 hours prior that my account was fully verified with zero documentation required. Throughout the timeline, the operator consistently attempted to twist the narrative, alternating between aggressive bluffs, contradictory template loops, and coercive visual distractions designed to break my 0.00% wager velocity. I possess complete, unerasable full logs of these ongoing behavioral infractions and request immediate public mediation to enforce a structured, accelerated installment schedule of €15,000 per week to completely clear the remaining €73,000 balance

Furthermore, the operator's conduct constitutes a clear, actionable case of false advertising and deceptive trade practices. Slots Gallery explicitly markets its highest-tier Obsidian VIP status with promises of 'custom withdrawal limits' and 'priority withdrawal.' However, the moment a €73,000 apex win was achieved, this elite status was weaponized as a predatory trap. While the casino’s own public Terms and Conditions explicitly state that if the winning amount exceeds the maximum monthly limit, the casino reserves the right to pay the balance in equal installments, the operator flatly refused to honor its own contract. As documented in Oct11_Mission_2 and Oct12_Mission_5, the VIP department unilaterally stripped away these advertised privileges. They explicitly stated that a structured installment schedule would be denied unless I waived my rights and engaged in mandatory, high-volatility wagering. The casino uses the elite Obsidian label to attract high-net-worth corporate professionals, but structurally overrides its own written legal terms the moment an organic payout is triggered

83h left

€73,000

Withdrawal exceeding posted time frame

On August 31, 2026, I won 28k on a game which I’ve played many, many times and I can tell you, I was extremely excited.

I am a VIP player at this casino, where I’m told withdrawals would be processed in under an hour and my contact with their online tier 1 support keeps telling me requests are processed on a first come, first serve basis which is their standard response.

Although they have not been completely ignorant of my emails, they are not addressing my concerns either and I’m afraid that i may never get paid out.

I want to also mention that I won on a straight deposit and did not use any type of bonus that has been offered to me.

My first withdrawal was requested on August 31, at 22:23 at $6000 because that is the maximum they will allow through e-transfer so there were 4 withdrawals made totalling $22,000 and being a VIP player grants me higher withdrawal limits.

So I am submitting this complaint in hopes to obtain my winnings and to also make others aware of what they might have to go through if they continue to use this site.

My account still has funds in it, which I hope to be able to withdraw as well.

Barb

Resolved

$22,000

Not accepting bank statement and no communication

Hi,

Ive been trying to make a withdrawal from slots gallery for a week now but the withdrawal keeps being canceled. The withdrawal is for 570 euro

The reason being "Screenshot of the bank statement (from online banking) of your bank card 416598******0582, where your full name and number of the bank card are visible.

I have sent the exact document they are asking for but it will not be approved. Will attach it to this complaint aswell.

I have emailed them three times without getting an answer and livechat doesnt open for me on the site.

Resolved

€570

7500 CAD pending and rejected

I want to make a formal complaint and request your help.

I had a withdrawal of 7500 CAD on June 25.

They told me to wait 48 hours for review. I messaged multiple times, and they finally rejected it after 120 hours because of a supposed technical issue. I have now requested other withdrawals in smaller portions.

They are still saying the process is in progress. Now been a week since the original ask, and they have not paid me the 7500cad. I used Interac / same as my deposit method, and my account is fully verified. I am also within the daily limits.

Customer support can’t give a clear answer, and they are scamming players by providing false info and delaying the treatment of withdrawals as long as possible.

They rejected it without any clear cause or solution for me to try.

Attached are the same generic responses they give each time

Resolved

$7,500

Delayed payment and cancelled

Hello, i made an account on slotsgallery and won 50.000nok without any bonus. At the beginning my withdrawel was canceled because of verification reasons. withdrawel process takes 0-48 hours as stated on their website. 8 hours after the 48 hour wait time i asked them if there was something new on my withdrawel and they responded that they needed more time. I was also fully Verifyed but my withdrawel was again canceled after 70 hour wait due to «technical issues».

I have now tried to do another 2 withdrawels of 40.000nok and 10.000nok. I really hope everything goes smoothly this time.

_________________________________________

We regret to inform you that your withdrawal request was declined due to technical issues.

In order to make a cashout, please try to make a withdrawal request again.

______________________________

Your account is now verified! 

We are glad to inform that your account is fully verified now at Slots Gallery. Thank you for assisting us!

___________________

Thank you for reaching out to our Support Team! My name is Winston, and I'll be assisting you today!

I genuinely understand and empathize with the frustration you're experiencing right now, and I sincerely apologize for the delay in processing your withdrawal. The reason for this is the unusually high number of requests our finance team is currently handling. Please rest assured that we are doing our very best to process all withdrawals as quickly as possible. I truly appreciate your patience and understanding, and kindly ask you to allow us a little more time to complete your request.

Resolved

kr50,000

Close my account permanently

I wrote them bunch of emails and asked to self exclusion many times as I have a problem sometimes chasing losses but other sites have all have limits or time out but at slotgallery they wouldn’t accept my
Self exclusionI wrote them bunch of emails and asked to self exclusion many times as I have a problem sometimes chasing losses but other sites have all have limits or time out but at slotgallery they wouldn’t accept my! I have emails saved differet from different months when I ask for self exclusion but no response and one time my Email was all denied from the casino when I send a request for self exclusion! I just wanna get rid of this site cuz other casino site i was able to self exclusion permanently with no ease except this one if you need the emails proof I have it all saved up when I ask for self exclusion she keeps changing topics n offering me spins which I did took it but still didn’t win anything which is fine but the problem is i asked for the request and no action was taken care of ! I just wanna self exclusion from the sg casino permanently! I asked the support chat which they keep telling me to email for self exclusion which I did many times but no response when it’s about self exclusion other then checking for spins they respond back to me instantly! Even when I asked for deposit limit to change no respond about that till I had enough then she asked me about Limits when that time I had already lost interest besides self exclusion that account but still no response wat so ever! They got me mad I didn’t curse them I just used a curse word cuz it’s frustrating they keep repeating the same question which clearly I kept repeating it n I gave them a reason they still kept saying they wanna offer or help I said just close my account self exclusion permanently from this casino

Resolved

$382

Wont set a deposit limit

Hello.

First of all, credit to slotsgallery for very fast verification and withdrawal.

However, I've sent three emails requesting them to set a deposit limit, and no reply. I can see several other people have had the same issue. I tried to attached a screenshot of my last two emails, but I only get "upload error. Only the following characters are supported, lower and upper case, numbers etc". There is no problem with the file name.

Slots gallery, why won't you set the deposit limit? Is it because it limits the amount of money I can lose to your casino? Sounds like that.

Resolved

Deposit limit dismissed and now no reoly

Hi

I have requested deposit limits with this casino I know I have a gambling issue and has request through support and emails and they choose to ignore my requests I have not asked to be self excluded since I requested this they prolonged the Withdrawl of a winnings which I als emailed about which I feel this is unfair there withdrawal said 24hrs and they orolonged this any help to resolve this matter would be greatly appreciated as I have requested this since Monday and would like to be refunded as this is not right I have now had to be excluded

Resolved

€2,300

Self exclusion urgent

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 >

Resolved

$31,967

Deposit limit request no applied

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.

Resolved