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Formal complaint against Slot Lair Casino for unjustified confiscation of funds.

Dear Casino GURU team,

I would like to submit a formal complaint against Slot Lair Casino due to the unjustified confiscation of my funds in the amount of 662.38 EUR.

The casino informed me that my withdrawal had been canceled, claiming a supposed "violation of the bonus terms and conditions" and alleging an "abuse of promotional offers." However, no specific clause was identified, nor was any concrete evidence provided to support this accusation.

I would like to clarify that all my gameplay took place exclusively on the casino’s slot games, and I did not use any irregular methods or engage in any activity that could be considered bonus abuse. I also fully complied with all the wagering requirements set by the casino.

In addition, my account was fully verified, as I had submitted all the required verification documents (ID, proof of address, etc.), and these were successfully reviewed and approved by the casino’s verification team prior to requesting the withdrawal.

After the funds were confiscated, I attempted to obtain an explanation through the casino’s live chat, but no valid or detailed reason was ever given. The support team only provided generic responses without offering any clear or specific justification for the confiscation.

I believe this behavior by the casino lacks transparency and violates the player’s rights, as legitimately earned funds were seized without any verifiable reason or proper communication.

For these reasons, I kindly request Casino GURU’s intervention to ensure that the casino provides a formal and detailed explanation for the confiscation, or alternatively, releases the retained funds (662.38 EUR).

Thank you very much for your attention and assistance in this matter.

Sincerely,

Mario Daniel Villasanti Pe*****

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Dear MarioD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Slot Lair Casino regarding the confiscation of your funds.

To better understand your situation and assist you effectively, could you please provide more details by answering the following questions:

• Did the casino provide any reference number or specific clause in the terms and conditions regarding the alleged violation?
• Can you confirm if you received any bonuses or promotional offers that might have been relevant to your gameplay?
• With what kind of bonus did you play? Can you please send me link for the bonus you activated?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petra

Dear Petra,

Thank you for your message and for looking into my case.

The casino did not provide any reference number or mention any specific clause from the terms and conditions that I allegedly violated. The communication I received was completely generic and lacked any clear justification for the confiscation of my funds.

Yes, I did receive a bonus — it was the third welcome bonus offered by the casino for the third deposit. This was the bonus I used before the withdrawal request.

Unfortunately, I am unable to provide a link to the bonus offer, as the casino has disabled my account, and I can no longer access the website to review or retrieve that information.

Please let me know if you require any additional details.

Best regards,

Mario D

Thank you for your reply and for providing the previous details, MarioD.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to:[email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Petra,

Thank you again for your support and companionship throughout this process.

I just sent you the only email I received from the casino. However, I want to clarify that this email only states that the withdrawal was canceled and that I violated one of the terms and conditions, without even specifying what that violation was. This email also makes no mention of the confiscation of my winnings. I was informed of this in the casino's online chat, and I have neither screenshots nor any proof to send. Although I would like to try to access my account again to provide you with evidence, I cannot do so because, as I mentioned before, the account has been blocked.

Regards, Mario D

Dear MarioD

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear MarioD,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Slot Lair Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear MarioD,

I have repeatedly tried to contact Slot Lair Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo