Slot Express Casino - Player's account is closed and winnings are confiscated.

slot express closed my account and stole my winnings and are accusing me of violating their terms for "bonus abuse".

ive only ever done 2 deposits in their casino ever. one on june 24th where i deposited 300$ for their welcome bonus of 100% up to 500$. i lost that money playing a game called joker supreme.

then on june 27th i got an email from slot express about another bonus of 100%. so i deposited 200 and played the same slot game , joker supreme.

i won 4351.25$ playing that. i completed all the wagering required and followed all the terms.

i then submitted all the verification documents in order to withdraw. i submitted my ID's, selfie with my ID ,my proof of address and proof of deposit (bank statement).

then at the time they has a glitch were when you put your date of birth in the account it automatically saves the DOB one day behind. so they emailed emailed me asking me about it and i replied it was a glitch that puts it one day before your actual birthday.

after that they asked for the proofs of address and deposit which i happily provided.

then i dont hear from them for an entire week. and today i get an email saying im banned and they stole my winnings. i attached all the screenshots of our communications and of what i submitted

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slot Express Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino allow you to withdraw your recent deposit made to the casino?
• Have you made any deposits to the casino where you didn't accept a bonus? What bet amount did you play with, and which game setting did you use? You may provide screenshots to illustrate the settings used, sharing screenshots from the game https://casino.guru/joker-supreme-slot-play-free
• Share information here or provide the details to my email at tomas@casino.guru

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

they took away my win and are only allowing me to withdraw my initial deposits of 500 (200+300). and as i mentioned in my initial complaint submission, I've only ever done 2 deposits . one using a welcome bonus and one using another bonus that was sent to me by email.

my bet size playing the joker supreme game was 3.6$ on the 5x. ive attached a screen shot here but on their website its a 3.6 dollar bet size not 4.8 euros like shown on the casino guru demo play

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello raphaellafrance98,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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,

Thanks for your responses.

Please contact our Customer Support team on the site and they will be able to help you with this issue.

Kind regards,

Slot Express

Dear casino representative,

thank you for your response. Can you please give us more information about the issue? Why were the player's winnings confiscated? Can you tell us which exact terms have been broken? In case the evidence is confidential, please send it to martin.l@casino.guru.

i got this email by them but not proof whatsoever:

We would hereby like to inform you that when reviewing your account, we noticed that a game’s or promotion’s intended spirit is being abused. Therefore your account is in violation of Term: 8.13 12.10 & 12.14

8.13.We offer fair, open and transparent progressive jackpots on specific games for players who use its services for entertainment purposes only. In cases where We suspect that a game’s or promotion’s intended spirit is abused, We reserve the right to suspend or cancel entirely your access to the game in question. Should We find it necessary, We may also close your account with immediate effect. Where Your Account has been terminated, We shall not be liable for any losses up to the point the account was closed, nor will We consider any refunds on balances remaining on the account. ‘Abuse’ is defined as but not limited to software-aided play on multiple games concurrently to generate more rounds of a game that could not be done naturally by a human player playing alone. Also the practice of ‘cherry-picking’ games with ‘value’ jackpots, to the rank exclusion of all other games, will be considered an abuse of the spirit in which the jackpot is intended. In all cases where abuse has been proven beyond a reasonable doubt, We retain the right to confiscate all of the winnings and any balance remaining on the account.

12.10 We offer promotions in good faith to players who use our services for entertainment purposes. We reserve the right to cancel or remove a player’s access to these games in the case of suspected abuse of this offer and also, should we deem so necessary, terminate the offender’s account with immediate effect. In the case of an offender’s account being closed, we will not be liable to refund any losses made by a player on any games or to refund any balances on the players account. 'Abuse' includes but is not limited to using software and/or opening multiple accounts in order to gain an unfair advantage on a Bonus. In all cases of abuse, we retain the right to withhold all winnings and any balances remaining on Your Account.

Therefore: If we notice that a bonus is being abused and/or the bonus terms are being breached, we may take the following actions against such abusers:

Revoke and / or cancel any bonuses and bonus winnings that we regard may have been redeemed by misuse of the system; and / or

Players found to be abusing bonus offers may be barred from receiving further bonuses; and/or

Abusing player accounts may be terminated

Using more than one account,

Equal, zero or low margin bets,

Placing bets in excess of the maximum stake allowed when having an active bonus is £6 per game round or 50 pence per line (or currency equivalent),

Wagering bonuses on excluded games,

Collusion,

Manipulation of software, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating,

Masking IP address or using a VPN.

12.14 Irregular Play

At any time, we may decide to review all records and play transactions and / or to monitor your use of any Bonus or Bonuses. If Irregular play is suspected, we reserve the right to disqualify you from any free spins/bonus spins promotion or Bonus or other form of promotion and / or withhold all deposits and / or winnings and / or close Your Account. Irregular play is considered bonus abuse and is not permitted on the Site. Irregular play can include (but is not limited to) low margin betting, equal betting, zero risk bets or hedge betting. These are considered Irregular Play when done purposely to exploit bonuses, in addition the following types of play are considered irregular play:

increasing the balance and then changing Your gaming pattern significantly (bet, game type, bet structure or other pattern of betting) to complete any wagering requirements of any Bonus;

using any betting system or placing even money bets on any game of chance, and / or

using the "Double-Up" or gamble feature within a game to increase win values;

increasing your balance after placing high value bets and thereafter proceeding to place bets of less than half of the prior bet value, in order to meet bonus wagering requirements;

wagering on Games that do not contribute towards wagering requirements or games with a 0% wagering weight applied to them as specified in the specific bonus landing page terms;

wagering on games with bonus money to build up value, lose the bonus and then cash out on the built up value with a secondary deposit.

In light of the above, your account has been permanently closed and your winnings have been confiscated. You can login one last time to your account and withdraw your remaining funds and after that you'll be permanently closed. 

 

If you have any questions, please contact us via live chat or check out our Help Center.

Regards,

Dear raphaellafrance98,

thank you for the update. I can confirm that we have received a similar explanation from the casino. However, as you noted yourself, we also haven't received any proof whatsoever.

Dear casino representative,

please provide us with evidence to support your claims. In case we do not receive such evidence and the player doesn't receive his funds, we will be forced to close this complaint as unresolved.

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 Martin,

Thank you for your follow-up message.

We strive to ensure the privacy of our players and any involved third parties is protected. In line with this commitment and our strict obligations under GDPR, we are unable to disclose private data that involves third parties, as doing so would be a direct violation of data protection regulations.

To resolve this matter for the player, we have taken the following steps:

We have credited the full amount of the player's deposits back to their account balance.

We have communicated directly with the player and provided all the information they need to access and withdraw these funds.

The player now simply needs to log into their account to process the withdrawal. Once the balance has been withdrawn, we will proceed with permanently closing the account as requested.

We trust that these actions fully address the core of the player's claim.

Kind regards,

SlotExpress

you can privately email any relevant date or proof to martin privately if you have any. i give you full consent to do so even if it has my information on it.

the reason i didnt withdraw the deposits from my account is because the issue hasnt been solved fully. i want my full win back that was initially confiscated, which was 4351 dollars.

Dear casino representative,

as the player expressed himself, he doesn't see an issue with providing us evidence regarding his case. I can also assure you, that it is customary for casinos to send us data related to the player's gaming or transaction history. Everything you send us will of course remain confidential.

As I have outlined before during our email communication, I am not trying to dismiss your concerns. We are trying to remain impartial and to adhere to our standards and policies. I would therefore like to ask you again to explain the decision behind the confiscation of winnings, and tell us which exact terms you believe the player has broken.

Hi,

We do understand what you are saying, but we strive to ensure the privacy of our players and any involved third parties is protected. In line with this commitment and our strict obligations under GDPR, we are unable to disclose private data that involves third parties, as doing so would be a direct violation of data protection regulations.

We trust that this response and our previous responses fully addressed the situation. 

Kind regards,

SlotExpress

the whole point of this forum and complaint center is for casino and players to mediate and resolve the issue at hand. how do you expect to resolve this issue if you don't want to provide any information or proof? every other casino on this website has been able to share information regarding their cases. why do you think you are the exception here ? you are not breaking any rules by sharing information regarding this case to martin via email and now you have evidence that i gave you full consent to share any information that proves your case.

Dear raphaellafrance98,

thank you for your continued involvement in the matter.

Dear casino representative,

GDPR is not an obstacle in this case, as the player has clearly confirmed, that he has no issues with the casino providing us with data related to his play at the casino. (This is outlined in GDPR article 6; subsection 1A).

In case you require an official consent from the player, for example an official e-maiI, I believe he will have no issue with providing it.

i have now provided an email to the casino of me giving them full consent to share any relevant proof they have regarding this case.

i also CC'd martin in the email for him to see i have indeed sent the email.

Dear raphaellafrance98,

thank you again for your active participation in this matter.

Dear casino representative,

we will be awaiting your response.

Hi,

We are not going to follow up on your request to provide proof on this forum. We have outlined before that the intended spirit of a game or promotion is being abused. Therefore, your account violates Term: 8.13 12.10 & 12.14

We have outlined this on chat towards raphaellafrance98, we explained the situation. We have concluded this case as a clear breach of our terms and conditions.

Regards,

Slotexpress

Dear casino representative,

the evidence we are asking for does not have to be displayed in this thread. You can send it to my email address at martin.l@casino.guru, contents of your message will remain confidential.

Please note, that in case we do not receive justification for your actions, the complaint will be closed as unresolved, which will negatively impact your safety index displayed on our site.

Hi,

Thank you for your message. As previously stated, the player’s account was closed due to clear violations of our terms and conditions, specifically related to bonus abuse. This kind of behaviour goes against our fair play policies and will not be tolerated.

We do not disclose specific details of the investigation or evidence because doing so would risk revealing how we detect and prevent bonus abuse. Sharing this information publicly would only help those attempting to exploit our system, which we must actively guard against to protect all players.

Regarding data privacy, we are legally bound by GDPR and other data protection regulations, which prevent us from sharing personal or account-specific information without appropriate legal grounds. Even with the player’s stated consent, we must maintain strict confidentiality.

The funds returned to the player reflect their original deposit, in line with our terms, after bonus abuse is identified and winnings are forfeited.

We appreciate that this may be disappointing, but our priority is maintaining a fair and secure gaming environment for everyone.

Regards,

Slotexpress

you don't have to share the evidence publicly. you can privately email the evidence to martin. he is going to check it and determine a fair outcome.

Dear raphaellafrance98,

as the casino has repeatedly refused to provide us with reasoning for confiscation of your winnings, we are forced to close this complaint as unresolved. I understand this is not the outcome you have been hoping for, but I am afraid there is not much we can do.

However, I would still like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru