Reclamação #17
SlotsPalace Casino
Ignored exclusion request
há 11 meses
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
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