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.