Complaint #29
SlotsPalace Casino
Ignored exclusion request
1 year ago
Dear AskGamblers Team,
I’m submitting this complaint against Slots Palace Casino for repeatedly ignoring my self-exclusion request despite multiple confirmations, and for failing to respond to my formal complaint requesting a refund of $345 CAD deposited during the exclusion period.
Summary of the Problem:
March 1, 2025: I requested self-exclusion. Slots Palace responded within 30 minutes asking me to confirm, which I did the same day. According to their responsible gambling policy, the exclusion should have been processed within 24 hours. It was not.
March 5, 14, and 20: I followed up multiple times, explicitly saying I wanted to be excluded and that I was spending too much money. I asked them not to request confirmation again and to simply proceed. No response.
March 21: They replied stating they didn’t have a native speaker (despite me writing in English) and asked the reason again. I replied honestly (“spending too much money”) and reconfirmed once more.
March 26: No action was taken.
April 23: Instead of excluding me, they offered a bonus. As someone with gambling addiction, I accepted the bonus but again reiterated that I wanted to be excluded.
April 26: I sent a formal complaint asking for my account to be closed and for a refund of the $345 CAD I deposited after March 1. I gave 24 hours to respond.
April 30 to June 10: I followed up several times but received no response addressing my complaint or refund request.
May 5: I explicitly stated again: “Yes, proceed please.”
Eventually: My account was finally closed—but they never replied to my formal complaint or addressed my refund request.
I Am Requesting:
A refund of $345 CAD – the amount deposited after my March 1 exclusion request and confirmation.
I’ve attached email records and screenshots showing my repeated confirmations and follow-ups. I believe this situation deserves serious attention, and I hope AskGamblers can help ensure accountability and a fair outcome.
Sincerely,
Kellie
I’m submitting this complaint against Slots Palace Casino for repeatedly ignoring my self-exclusion request despite multiple confirmations, and for failing to respond to my formal complaint requesting a refund of $345 CAD deposited during the exclusion period.
Summary of the Problem:
March 1, 2025: I requested self-exclusion. Slots Palace responded within 30 minutes asking me to confirm, which I did the same day. According to their responsible gambling policy, the exclusion should have been processed within 24 hours. It was not.
March 5, 14, and 20: I followed up multiple times, explicitly saying I wanted to be excluded and that I was spending too much money. I asked them not to request confirmation again and to simply proceed. No response.
March 21: They replied stating they didn’t have a native speaker (despite me writing in English) and asked the reason again. I replied honestly (“spending too much money”) and reconfirmed once more.
March 26: No action was taken.
April 23: Instead of excluding me, they offered a bonus. As someone with gambling addiction, I accepted the bonus but again reiterated that I wanted to be excluded.
April 26: I sent a formal complaint asking for my account to be closed and for a refund of the $345 CAD I deposited after March 1. I gave 24 hours to respond.
April 30 to June 10: I followed up several times but received no response addressing my complaint or refund request.
May 5: I explicitly stated again: “Yes, proceed please.”
Eventually: My account was finally closed—but they never replied to my formal complaint or addressed my refund request.
I Am Requesting:
A refund of $345 CAD – the amount deposited after my March 1 exclusion request and confirmation.
I’ve attached email records and screenshots showing my repeated confirmations and follow-ups. I believe this situation deserves serious attention, and I hope AskGamblers can help ensure accountability and a fair outcome.
Sincerely,
Kellie
SlotsPalace Casino Complaint Stats
Resolved
23 / 23
Avg. Amount
$575
Avg. Complaint Duration
7 days
Avg. Response Time
2 days
SlotsPalace Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 18 out of 18 complaints in this category have been resolved.
This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.
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