Sloto'Cash Casino - Рахунок гравця заблоковано, а виграш конфісковано.

Hi Casino Guru!

i have big issue with Sloto Cash Casino, they locked my account with $3700 saying i did not pass our security checks after i already was verified and paid in the past.they requested three types of IDs including my passport drivers license and government ID I even took picture holding in all these IDs. that's also locked different accounts in different casinos that I have money there, Everygame casino-1800 euro Fairgo casino-1500 AUD Slotastic Casino-2000 USD.

everything was okay until you start winning , i gave them every ID that i have and nothing help and locked my accounts and confiscated all of my winnings. all together it's around $9000, can you please help to get back my money?

Thank you

Dear keiraboetn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did the casino provide more details regarding the unsuccessful security check?

Have you accumulated your winnings with or without an active bonus? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

Hey Kristina

i have email you more details please check carefully.

Regards

Kieran

Thank you for your reply, keiraboetn. Unfortunately, I have not found any emails sent from your email address. Could you please forward everything again?

Hi,

i have forward my email as requested, please check carefully.

Regards

Kieran

I see that the casino accused you of breaching the General T&Cs, specifically this rule:

"11. The Company reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Company reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your Casino account in any circumstances including:

11.1 If there is evidence to suggest that you have more than one active account for the Casino;

11.2 If the name on your Casino account does not match the name on the payment method e.g. credit card(s) used to make purchases on your Casino account;

11.3 If you participate in a Casino promotion and cash-in before fulfilling the requirements of that particular promotion;

11.4 If you provide incorrect or misleading registration, account or identification information;

11.5 If you are not of legal age;

11.6 If you reside in a jurisdiction where participation in the Game is prohibited by law;

10.7 If you have allowed or permitted (intentionally or unintentionally) someone else to play on your Casino account;

11.8 If you have not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with other player(s) as part of a club, group, etc.);

11.9 If you are found cheating or if it is determined by the Company that you have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the Casino;

11.10 If you have been designated as a bonus abuser, playing no or low-risk strategies in order to withdraw promotional money;

11.11 If the Company should become aware that you have played at any other on-line casino under any of the circumstances set out at 10.1 to 10.10 above"

Do I understand correctly that the casino did not specify the exact point that has been breached? Can you confirm that you are not aware of violating any of these rules?

Hi,

the casino didn't specific any exact point at all, i didn't violate any of the rules, the opposite he paid me before and approved my documents in the past.

Regards

Kieran

Thank you very much, keiraboetn, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear keiraboetn,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Sloto Cash Casino representative to join this conversation and participate in resolving this complaint.

Dear Sloto Cash Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

We regret to inform you that your casino account has been closed due to failed security checks and refusal by the player to provide the additional requested documents and has been given ample time to do so. For security reasons, we cannot disclose specific details. If you have any questions or concerns, please contact our support team.

Dear Sloto Cash Casino,

Thank you for your response and the information provided.

Dear keiraboetn,

Could you confirm if the above-mentioned information is correct? Could you forward me the email where the casino is asking for the documentation? You can send it to my email address stefan.m@casino.guru.

I am looking forward to your response.

Kind regards,

Stefan

Hi,

i have sent my passport,my driver license,my Government ID ,any kind of official ID and they didn't accept it.

anything that i sent them was not good no matter what i gave them.

tell me what i should do more to proof of my identity ?

Dear Sloto Cash Casino,

Could you provide us with some evidence? I am afraid your claim won't be sufficient to close the complaint. Everything will stay confidential, you can send it to my email address stefan.m@casino.guru.

I am looking forward to your response.

Kind regards,

Stefan

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 Sloto Cash Casino,

I still haven't received received any email from you. Are you willing to cooperate? Otherwise, I will have to close the complaint as "unresolved".

Thank you for your understanding.

Kind regards,

Stefan

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.

We hope this message finds you well. Unfortunately, we must inform you that, despite our previous notifications and requests, nothing has changed regarding the status of your casino account. Regrettably, your account has been permanently closed due to failed security checks

For security reasons, we are unable to disclose specific details related to the failed security checks. We take these measures to ensure the utmost safety and fairness within our casino community. If you have any questions or concerns, please contact our Support team.

Hello keiraboetn,

Could you clarify which games have you played in this casino?

Could you state what was the reason your accounts were blocked in other casinos?

Could you please advise if you ever used a VPN (Virtual Private Network) to alter your location? Your confirmation is crucial for this matter, and I want to emphasize that I'm not asking to cause any inconvenience; rather, I'm seeking to understand the factors contributing to the closure of your account.

Thank you very much in advance for providing the information.

Hi,

i played only slots games and my account was already verified, i have not use any kind of VPN!

they paid until they stop,i have no clue why they locked the account, i have sent them 3 type of my ID i don't know what i can do more.

Kieran

Hello Keiraboetn,

I am in contact with the casino outside of the complaint, and it seems like they do not want to provide me with evidence of any kind. Do you use any VPN overall? If so, what is the reason you are using the VPN?

Thank you very much in advance for providing the information.

Hi

as i mentioned before no VPN was in use at all! I got paid before and everything went well, I don't know why they behave like this.

Hello keiraboetn,

I am discussing the matter with the casino representative outside of the thread. I will let you know about the outcome of our discussion as soon as possible.

Thank you for your understanding.

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.

Hello keiraboetn,

I haven't received any evidence from the casino representative and we cannot investigate further.

I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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

I can only recommend you choose casinos by 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,

Stefan, Casino.Guru