Slot Lair Casino - Player’s account has been closed with winnings confiscated.

Hey i played here last week and won 1400 with bonus money. ive read al the terms and didnt commit any issues. ive won before on there brand sites (amonbet, luckywave) they both paid out without issues. i created my account here deposited 200 and got 200 bonus verified my account and 3 days later i got this email: Your account was closed according to the administration decision. Unfortunately, the decision is final, and your account cannot be reopened.

​We will refund your deposit amount. But in order to do so, we would like to ask you to email us with the following information:

- crypto wallet + currency.

​

Should you have any questions or doubts, please do not hesitate to contact us via email or via LiveChat.

i didnt accept these terms and asked them for an explanation why i am banned and why they are refusing to withdraw my money. to this they bassicly copy pasted the same answer they gave me the first time and ignored me after.

as stated above i played within bonus limits and i am allowed to play here by there terms. im not sure what to do so i hope u guys can help me out.

Dear jacco22222,

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

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

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hey brand new player was my first deposit. But my friend played here for like 5 months without issues. For the game i played a hacksaw game but not sure which one and after that i played fruit million easter edition. Only 2 games i played. I checked tcs they were allowed. My bet size was 3 eu. Max bet is 5 eu.

Thank you very much, jacco22222, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) 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, jacco22222,

I am sorry to hear about your trouble and apologize for the delay.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Slot Lair Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

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 jacco22222,

I am already in contact with the casino representative, and I am waiting for more details and supporting evidence. Therefore, to keep track of the processing time, I am resetting the timer for the casino again, waiting for the requested.

Once I have anything relevant, I will inform you.

Thank you for your patience and understanding.

Dear jacco22222,

I requested further details and supporting evidence from the casino via email a while ago.

In the meantime, I have a few questions to clarify the situation and circumstances.

You mentioned a friend who also played at Slot Lair Casino.

What was the activity on his account? Did he also use a deposit bonus - the first deposit bonus?

To the best of your knowledge - is it possible that you and your friend, at any moment, used the same internet connection (IP) and/or device to access the casino website?

Thank you. Looking forward to hearing from you.

Hey my friend is playing here for over a year he used multipule bonusses without issues. Same ip? I played from my own pc so i doubt it.

Alright, jacco22222, thank you for the additional information, and I am sorry for the delay. And is it possible that at any moment, you accessed the casino website from a public IP/internet connection/Wi-Fi?

In the meantime, I requested the casino for further details and supporting evidence again, waiting for their response via email.

I will inform you about anything relevant.

Thank you for your patience and understanding.

Hey sorry for the late response the website wasnt working. but to add to ur question no i have never played on a public wifi/public ip. if u mean by this a hotspot or a 5g connection then yes but thats pretty standard.

Hello, jacco22222,

Thank you for your response and the additional information.

Unfortunately, I have bad news. Although I provided the casino with more time to comment on the matter and provide me with the requested details and supporting evidence, they stopped responding, and I have not received any response from them for almost 2 weeks. In addition, in their last email, they informed me that they are unable to provide the requested evidence, even with partially hidden "sensitive" information. Therefore, there is no point in leaving the complaint open any longer.

I am afraid there is not much that can be achieved without cooperation from their side. 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 mark the complaint as "unresolved" in our system. I understand this is not 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 am sorry we could not be of more help on this occasion.

Best regards,

Branislav B, Casino.Guru