Slotbox Casino - Player’s winnings are confiscated.

I registered with this casino on 14/01/2025 and claimed their welcome bonus. After losing the first welcome bonus, I claimed the second one and completed the wagering requirements in full, following all applicable Bonus Terms & Conditions.

In total, I wagered €7,000 using a bet of €4 on the Cash Compass slot, which is not listed as a restricted game under the bonus rules. After completing the wagering requirements, I won €3,066.

After this, I received a KYC verification request (ID, proof of address, and payment method). I provided all the requested documents promptly. However, my documents remained pending for more than two weeks without any update. When I contacted customer support to ask about the verification status, I was informed that I had allegedly violated their Terms and Conditions and that my winnings had been voided.

When I asked which specific rule I had breached, I received the following response:

"m) The Company reserves the right to void winnings if you meet the below criteria when claiming the welcome package:

Claim welcome package.

Average bets are greater than €4 when the bonus is being turned over.

Attempts to withdraw bonus winnings following completion of wagering requirement without wagering a deposit amount 2x with funds that are not tied to a bonus."

I strongly disagree with this decision. My bet size was exactly €4, which complies with the stated maximum bet rule, and the wagering requirements were fully completed before any withdrawal attempt. I am attaching screenshots as evidence of my gameplay.

Despite several requests, customer support has not provided any clear explanation or proof of a violation and has only repeated the same general clause without showing how it applies to my case.

For these reasons, I believe the confiscation of my winnings is unfair and without valid grounds. I am requesting your assistance in reviewing this matter and helping to reach a fair resolution, including the payment of my legitimate winnings.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Do you have access to your game history data for the entire period, or do you have the option to request the data for us to review?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello, here are the screenshots with:

1) the beginning of playing the bonus

2) the major win

3) the last spin

Additionally, here is the chat history where they tell me that everything is fine and the email, where they are trying to explain the reasons of confiscation without any details and any precise references to the violated terms.

Dear luckyplayer3568,

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.v@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.

Kind regards,

Tomas

Hello luckyplayer3568,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Slotbox Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Please bear with us Michal while we review the case, we will update you via email. Thanks for your patience.

Dear Slotbox Casino,

Thank you for the reply. I will be waiting for your email. Please let us know here in the thread as well.

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 luckyplayer3568,

We've reached the casino outside of this thread. I am setting one last timer for them to reply. Thank you for your patience.

Hello, thanks for your effort, hope they will respond.

Dear luckyplayer3568,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at michal.v@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Michal V