SLOTFI Casino

Public

jazo

Bronze

Mexico

Public

2 days ago

Original

Translation

Hello Casino Guru team, I'd like to request your assistance with a dispute I'm currently having with Slotfi. I made a deposit of $100 MXN into my Slotfi account and subsequently won some money. I have a screenshot showing that my balance reached approximately $11,723.22 MXN. I then requested a withdrawal of $5,000 MXN, which appeared in the transaction history with the status "Processing." Subsequently, from my account balance, I transferred $1,000 MXN to the Slotfi "Vault" feature and then transferred another $4,000 MXN to the same Vault. The Vault is presented within Slotfi as a separate section from the balance used for playing. According to the information displayed on the platform, the funds deposited in the Vault belong to the user and only the account holder can access them. Therefore, before losing access to my account, my situation was approximately as follows: $5,000 MXN: withdrawal requested and marked as "Processing." $5,000 MXN: funds I had transferred to the Vault. Approximately $400 MXN: remaining balance in the main casino account. I should clarify that I don't have screenshots of each of those subsequent transactions. The evidence I do have includes a screenshot of the balance of $11,723.22 MXN, screenshots of conversations with support, and other items related to the blocking of my account. I am providing this information as accurately and honestly as possible. While I was using my account normally, Slotfi unexpectedly logged me out and displayed a message asking me to log back in. When I tried to do so, the error appeared: "Account does not exist. [L05-2103--1045]" I subsequently requested a password reset, and Slotfi did send me the correct email. However, after changing the password, when I tried to log in again, the message that the account did not exist continued to appear. I then contacted Slotfi support and was informed that my account had been banned due to "abnormal/arbitrageous behavior." I asked them what specific conduct had led to the ban, but so far they have not explained which specific bet, transaction, promotion, or activity they consider to have constituted arbitrage, nor have they clearly indicated which clause of their Terms and Conditions I allegedly violated. I also reviewed Slotfi's Terms and Conditions. Among other things, I found provisions related to blocked or closed accounts and the withdrawal of funds when an account is no longer accessible. I have already filed a formal complaint with Slotfi's Global Compliance and Regulatory Affairs departments and am awaiting their response. I respectfully request Casino Guru's assistance in contacting the casino to clarify: Why my account was blocked. What specific conduct they consider "abnormal/arbitrageous." What rule or clause I allegedly violated. What happened to my withdrawal of $5,000 MXN, which was marked as "Processing." What happened to the approximately $5,000 MXN I had transferred to the Vault. What happened to the remaining balance in my account. What is the basis for withholding or not returning those funds. I am not necessarily requesting to be allowed to continue playing. My goal is to recover the funds that were credited to my account and resolve the withdrawal that had already been requested before the block. I am willing to provide all available screenshots, emails, and conversations. Thank you very much for your help and for reviewing my case. Sincerely, [Redacted]

Hola, equipo de Casino Guru:Quiero solicitar su ayuda con una disputa que tengo actualmente con Slotfi.Realicé un depósito de $100 MXN en mi cuenta de Slotfi y posteriormente obtuve ganancias. Tengo una captura de pantalla que muestra que mi saldo llegó aproximadamente a $11,723.22 MXN.Después solicité un retiro de $5,000 MXN, que aparecía en el historial de transacciones con el estado "Procesando".Posteriormente, desde el saldo de mi cuenta, transferí $1,000 MXN a la función llamada "Bóveda" de Slotfi y después transferí otros $4,000 MXN a la misma Bóveda.La Bóveda se presenta dentro de Slotfi como una sección separada del saldo utilizado para jugar. Según la información que muestra la plataforma, los fondos depositados en la Bóveda pertenecen al usuario y solamente el titular de la cuenta puede disponer de ellos.Por lo tanto, antes de perder el acceso a mi cuenta, mi situación era aproximadamente la siguiente:$5,000 MXN: retiro solicitado y marcado como "Procesando".$5,000 MXN: fondos que había transferido a la Bóveda.Aproximadamente $400 MXN: saldo restante en la cuenta principal del casino.Aclaro que no tengo capturas de cada uno de esos movimientos posteriores. La evidencia que sí conservo incluye la captura del saldo de $11,723.22 MXN, capturas de las conversaciones con el soporte y otros elementos relacionados con el bloqueo de mi cuenta. Estoy proporcionando la información de la manera más precisa y honesta posible.Mientras estaba utilizando mi cuenta normalmente, Slotfi cerró mi sesión inesperadamente y me apareció un mensaje solicitando que volviera a iniciar sesión. Cuando intenté hacerlo, apareció el error:"La cuenta no existe. [L05-2103--1045]"Posteriormente solicité restablecer mi contraseña y Slotfi sí me envió correctamente el correo para restablecerla. Sin embargo, después de cambiar la contraseña, al intentar iniciar sesión nuevamente continuaba apareciendo el mensaje de que la cuenta no existía.Después contacté al soporte de Slotfi y me informaron que mi cuenta había sido prohibida debido a "comportamiento anormal/arbitrajista".Les pregunté qué conducta concreta había provocado la prohibición, pero hasta el momento no me han explicado qué apuesta, transacción, promoción o actividad específica consideran que constituyó arbitraje, ni me han indicado claramente qué cláusula de sus Términos y Condiciones habría infringido.También revisé los Términos y Condiciones de Slotfi. Entre otras cosas, encontré disposiciones relacionadas con cuentas bloqueadas o cerradas y el retiro de fondos cuando una cuenta ya no es accesible.Ya presenté una reclamación formal ante los departamentos de Global Compliance y Regulatory Affairs de Slotfi y estoy esperando su respuesta.Solicito respetuosamente la ayuda de Casino Guru para contactar al casino y aclarar:Por qué mi cuenta fue bloqueada.Qué conducta concreta consideran "anormal/arbitrajista".Qué regla o cláusula supuestamente infringí.Qué ocurrió con mi retiro de $5,000 MXN, que estaba marcado como "Procesando".Qué ocurrió con los aproximadamente $5,000 MXN que había transferido a la Bóveda.Qué ocurrió con el saldo restante de mi cuenta.Cuál es el fundamento para retener o no devolver esos fondos.No estoy solicitando necesariamente que me permitan continuar jugando. Mi objetivo es recuperar los fondos que estaban acreditados en mi cuenta y resolver el retiro que ya había sido solicitado antes del bloqueo.Estoy dispuesto a proporcionar todas las capturas, correos y conversaciones que tenga disponibles.Muchas gracias por su ayuda y por revisar mi caso. Atentamente, [Redacted]

Edited by a Casino Guru admin

Automatic translation:

Public

Attila

Complaint Specialist

Public

58 minutes ago

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.

Public

Attila

Complaint Specialist

Public

58 minutes ago

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
Did you pass the verification before you lost access to the account?
Did you accumulate your winnings with or without an active bonus?

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,

Attila

SLOTFI Casino - Player’s account has been closed without clear reason.

Waiting for player to reply

6d 23h 0m 56s

Case summary

jazo has 6d 23h 0m 56s to reply