The player from Germany was unable to deposit money into the casino, having attempted multiple times without success. Despite having a balance of 0€, he was unexpectedly required to repay 750€. The Complaints Team was unable to proceed with the complaint due to a lack of supporting documentation and the logical inconsistencies in the player's account. As a result, the complaint was closed without resolution.
SlotClub Casino - Player faces issues with deposit and unexpected charge.
Closed
Our verdict
Unjustified complaint
Amount: €750
SlotClub Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
I tried to deposit 4-5 times but it didn't work. My balance was 0€. The next day I had to pay back 750€. What I did was why would I have to pay back 750€ if my balance was 0€.
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
To help us better understand your situation and work towards a resolution, could you please provide the following details:
- Have you contacted the casino's customer support regarding this issue?
- Could you clarify what you mean by saying that you had to pay back €750 to the casino? Do you have any communication with their customer support that explains this? If so, please forward it to me at veronika.f@casino.guru.
- What payment method did you use for your deposit attempts?
- How much money did you try to deposit?
- Have you successfully made deposits into this casino before?
- Were there any error messages displayed when you tried to deposit?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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Thank you for your patience, and stay safe.
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7 months ago
TranslationI tried to deposit and my balance was still 0 euros then I tried to deposit more often my balance was 0 euros and the next day I had to transfer 750 euros back even though I had 0 € balance
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7 months ago
Could you clarify what you mean by saying that you had to pay back €750 to the casino? Do you have any communication with their customer support that explains this? If so, please forward it to me at veronika.f@casino.guru.
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7 months ago
TranslationI only tried to deposit 3 times, it didn't work, nothing was debited from my account, the balance was 0 € when I tried to deposit, the next day they sent me an email saying I should pay back 750 €, I then transferred the 750 € even though I only tried to deposit 3 times 50 € and it didn't work, the balance was 0 € after the 3 deposits
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7 months ago
I have not received any emails from you yet.
Could you please forward the email you received from the casino requesting a €750 transaction to veronika.f@casino.guru?
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7 months ago
TranslationIt was on 2022. The support team sent me an email a week ago and said we'd already discussed everything, that it was all resolved, even though I was the one who had to transfer €750 without ever having a balance. "It would be like someone emailing you to transfer €750 to me. That's what they did to me."
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7 months ago
TranslationTo clarify, the casino asked me to transfer 750€
I only had 150€ in my account
I tried 3 times to deposit 50€ but it didn't work and the balance was always 0€
I then owed my parents €750 because they transferred it back.
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7 months ago
Thank you for your messages. Unfortunately, based on the information you have provided so far, we are unable to proceed with your complaint.
You claim that you attempted to deposit €150 in total (3 x €50), none of which were successful, and that your balance remained at €0. However, you also state that the casino contacted you later and demanded a €750 payment, which you allegedly paid—even though you never had a balance and no successful deposit was processed.
This situation, as described, does not make logical or technical sense, and without any documentation to verify these claims (such as the email from the casino, payment confirmation, or banking records), we cannot investigate or support your complaint further.
We asked multiple times for the relevant communication from the casino, but we have not received any evidence. If you are unable or unwilling to provide it, we must consider this case unsupported and close it accordingly.
Additionally, you mentioned that this situation took place in 2022. Please note that we are only able to handle complaints that are recent and still verifiable. Given the time that has passed—more than three years—it is highly unlikely that we can investigate this properly or contact the casino with any expectation of resolution.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
