Slapperzz Casino - Player’s winnings have been confiscated and account closed.

Casino Name: Slapperzz Casino 

Issue Type: Winnings confiscated / unfair account closure 

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Summary

I am submitting a complaint regarding the confiscation of approximately $4,000 NZD in winnings and the closure of my account under disputed circumstances.

Full Description

I registered and played at Slapperzz Casino using an affiliate code. I deposited funds, completed wagering requirements legitimately, and built my balance to approximately $4,000 NZD.

Prior to this, I had made two withdrawals:

- $200 (successfully received) 

- $800 (still not received to this day)

While waiting for the $800 withdrawal, my account remained fully active. I was able to continue depositing, wagering, and playing without any restriction.

After continuing to play and building my balance, my account was suddenly flagged for "abusive behaviour," closed, and all winnings were voided. I was told only my most recent $50 deposit would be returned.

I strongly dispute the claim of abusive behaviour. At no point did I use offensive, threatening, or inappropriate language. My communication with support was limited to asking about eligibility for a promotion (loot box), based on information I had seen in their Discord.

Key Issue

The main issue is inconsistency in how the account was handled.

The casino claims my account had already been flagged for closure due to abuse. However:

- My account remained fully active 

- I was allowed to deposit additional funds 

- I was allowed to wager and continue gameplay 

- No restrictions were applied 

The account was only closed and winnings voided after I had generated significant winnings.

If the account was genuinely flagged for closure, it should have been restricted immediately. Allowing continued play and then voiding winnings raises serious concerns about fairness.

Additional Issue

The $800 withdrawal made earlier has still not been received. The casino has provided transaction details, but my bank cannot locate or trace the payment.

Evidence

I can provide:

- Full chat logs showing no abusive behaviour 

- Email correspondence with the casino 

- Proof of account balance ($4,000 NZD) 

- Withdrawal confirmation details 

- Timeline of events 

Requested Resolution

- Payment of all legitimate winnings ($4,000 NZD) 

- Resolution of the missing $800 withdrawal 

- Review of the account closure decision 

I believe this situation represents unfair treatment and inconsistent enforcement of the casino’s own policies.

Thank you for your assistance.

Gary

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Dear G-Wizz,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you as well for providing the screenshots and the email communication — they are very helpful for understanding the situation. From the materials provided, I can see that your balance reached over NZD 4,000 after wagering was completed, and that there were several debit entries shortly after, which may indicate either gameplay or balance adjustments. I also reviewed the casino’s email stating that your account had been flagged for "abusive behaviour" and that it was intended to be closed earlier, but remained active while a withdrawal was pending .

To proceed effectively, I would like to clarify a few important points:

• Can you please confirm how many bonuses you activated in total on your account (including the one shown in your screenshot)?
• Do you recall whether you continued playing after completing wagering, or were the funds idle while waiting for withdrawal?
• Looking at the transaction history (with large debit entries), can you confirm whether these amounts were lost through gameplay, or do you believe they were removed by the casino without being played?

Regarding the $800 withdrawal:

• Did the casino provide a transaction ID or proof of payment?
• Have you checked with your bank using the exact transaction reference?
• Have you used any VPN, multiple accounts, or shared devices, which might have triggered internal flags?

If you have additional supporting documents (especially full chat logs or banking communication regarding the missing $800), please upload them here or forward them to petronela.k@casino.guru.

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,

Petronela

Hi Petronela,

Thank you for your response and for reviewing the materials.

Please see my answers below:

• Bonuses used: 

I only activated one bonus in total — the Easter 200% bonus shown in my screenshot.

• Activity after wagering: 

After completing the wagering requirements, I continued playing. I did not attempt to withdraw immediately, as I had set a personal bottom line of around NZD 3,500 before withdrawing.

• Transaction history / large debit entries: 

The large debit entries were not the result of gameplay losses. The funds were removed suddenly by the casino. My balance was hovering around NZD 4,000, and then it was reduced to NZD 50 without any gameplay causing that loss. Shortly after this, I received the account closure email explaining their reasoning.

• $800 withdrawal: 

The casino has provided an RRN (Retrieval Reference Number): 608419590100. However, due to the Easter weekend, banks in New Zealand have been closed. I will be contacting my bank as soon as they reopen to trace this transaction.

• VPN / multiple accounts / devices: 

I have not used a VPN, nor do I have multiple accounts. I have only used a single account in a normal manner.

• Alleged abusive behaviour: 

I did not use any abusive, threatening, or inappropriate language. The only point of contention was that I questioned why I was not granted loot box spins that I believed I was eligible for. At one point, I stated that I felt I was being "ripped off," but there was no swearing or aggression.

• Timeline clarification: 

I completed wagering and continued playing, with my balance remaining around NZD 4,000. I had not initiated a withdrawal. Without any warning or restriction, the balance was suddenly removed, leaving only NZD 50 (my original deposit). I immediately contacted live chat, and only after this did I receive the account closure explanation.

From my perspective, the key issue remains that the account was fully accessible, deposits and gameplay were allowed, and no restriction or closure was enforced at the time. The action to remove the balance occurred only after gameplay had already taken place.

Please let me know if you need any further information.

Kind regards, 

G-Wizz

Hi G-Wizz,

I would like to focus a bit more on the bonus conditions, as they may be crucial in understanding whether the casino’s actions were in line with their rules.

At this point, I was unable to locate any Terms and Conditions specifically related to the Easter 200% bonus you mentioned, which suggests that this promotion may no longer be active or publicly available.

To proceed, I would kindly ask you to clarify the following:

• Did you receive any specific Terms and Conditions for this bonus (for example via email, on the bonus page, or in your account)? If yes, could you please share them?
• Do you recall whether there was any maximum cashout limit attached to this bonus?
• After completing the wagering requirements, what was your exact balance at that moment, before you continued playing?
• Was your balance ever adjusted or capped immediately after wagering was completed, or did the full amount remain available for gameplay?

Thank you.

Hi Petronela,

Thank you for your message.

Please see my responses below:

• Bonus Terms and Conditions: 

I do not have a saved copy of the specific Terms and Conditions for the Easter 200% bonus. The bonus was presented on the site at the time of deposit, but I was not provided with any separate or persistent copy of the terms afterward.

• Maximum cashout limit: 

I do not recall seeing any maximum cashout limit associated with this bonus. At no point was a limit clearly presented to me before or after completing the wagering requirements.

• Balance after wagering completion: 

After completing the wagering requirements, my balance was approximately NZD $4,000.

• Balance adjustment after wagering: 

There was no adjustment or cap applied immediately after wagering was completed. The full balance remained available, and I was able to continue playing without any restriction or notification of any limit.

Only later, after continuing to play, was the balance suddenly removed, leaving only NZD $50 in the account.

Additionally, in the casino’s communication regarding the account closure, there was no mention of any bonus-related breach or Terms and Conditions. The only reason provided was alleged abusive behaviour toward staff.

Please let me know if you need anything further.

Kind regards, 

G-Wizz

Hey team,

Just following up on the previous message. It’s been over a week and no response.

Dear G-Wizz,

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, Michal (michal.k@casino.guru). 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.

Hello G-Wizz,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

In the meantime, please forward me all communication you had with the Slapperzz Casino team for an independent assessment of the "abusive behaviour." to michal.k@casino.guru

We would like to invite Slapperzz Casino to join the conversation.

Dear Slapperzz Casino,

I kindly request clarification regarding the alleged "abusive behaviour" attributed to the player. Could you please specify whether this relates to the player’s communication with your support team or to any other aspect of their activity?

While I acknowledge that (most likely in your internal system) the player account was marked for closure and that the closure could not be processed immediately due to a pending withdrawal, it would generally be expected that appropriate restrictions (such as limiting deposits or gameplay) would be applied in the interim.

If the player was not clearly and transparently informed that they were no longer permitted to deposit or continue playing, then any winnings subsequently obtained—provided they were achieved through fair gameplay—would typically be expected to be honoured.

While you are, of course, entitled to close player accounts at your discretion, any outstanding financial obligations should be settled prior to doing so.

In light of the above, I kindly ask you to provide supporting information and evidence regarding the alleged rule violations, including details on how and when the player was informed of any restrictions. Please forward this to michal.k@casino.guru for an independent review.

Thank you in advance.

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 G-Wizz,

I apologize for a bit delayed update. I managed to get in touch with the casino team and their response shed a bit different light on the situation.

I have now received a detailed explanation from the casino regarding the sequence of events surrounding your account.

According to the casino, your initial withdrawal of NZD 800 was successfully processed on their side on 25 March, however, due to issues with the payment provider/banking system, the transaction was later returned back to your casino balance.

The casino further states that, following your communication with support, your account was internally marked for restriction/closure due to a breach of their conduct policies. However, because the pending withdrawal could still have been returned by the payment provider, they claim the account could not be fully locked at system level, as doing so could interfere with the re-crediting process of returned funds.

They state that while the account technically remained operational for withdrawal-processing purposes, it was internally flagged as restricted and not intended for further gameplay.

"the account was internally marked as restricted and pending closure, and the player was informed via live chat that it was not to be used for further gameplay."

After an additional deposit and gameplay activity took place, the activity was reportedly flagged by their system and reviewed by compliance. As a result, the gameplay was voided, while the related deposit was refunded in full.

The casino maintains that:

• the voided winnings related only to gameplay conducted while the account was in a restricted state;
• all deposited funds were returned;
• and the original NZD 800 withdrawal was ultimately paid successfully on 24 April after a new withdrawal request was submitted.

Can you please comment on that?

Dear G-Wizz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear G-Wizz,

While it appears that the matter has been clarified, we have not received confirmation from you on whether this case can be considered sufficiently addressed or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected. I would like to thank the casino team for their cooperation.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru