SlotMonster Casino - Player's withdrawal has been confiscated.

Hi

I played on slotmonster and tried to withdraw €1098.

After a week I check and the withdrawal was cancelled and my balance taken to nil.

When I enquired they claimed it was because I wagered 2 wagers over €5, which i didn't anyway when I have checked. Also I was under no bonus restrictions as the free spins didn't activate . The money was won of a clean deposit with no bonuses attached. I have screenshot everything as well as the chats.

I.have tried to raise a complaint but am being ignored so far .

Thanks in advance for looking into this .

Regards

Paul

Dear Justintime,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, could you please provide us with some additional information?

• Could you please forward me the email you received from the casino after your balance was confiscated? My email address is veronika.f@casino.guru.
• Has the casino specified which bonus was active when you allegedly breached the maximum bet rule?
• Have you made any successful withdrawals from this casino before?
• Could you please send me a screenshot of your deposit history to check how many times you deposited into this casino?

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

Hi

I have sent the request proofs.

Thanks

Paul

Thank you for your messages. However, I haven’t received any evidence from you so far that would indicate the casino’s accusations are false.

To proceed with your case, we need to thoroughly review your gaming history to determine whether any bets exceeded the maximum allowed limit.

Could you please request your gaming history in Excel format directly from the casino and then forward it to me at veronika.f@casino.guru?

Thank you for your cooperation.

Hi Veronica

I have replaied via email.

Thanks

Paul

Thank you for your emails – I have received them.

However, I have not yet received your gaming history in Excel format, which means I’m unable to check whether the maximum allowed bet was breached.

Additionally, based on the messages you sent, it seems there is another unrelated issue – a missing deposit. Could you please clarify when exactly the deposit was made, how many deposits are missing, and whether you have contacted your payment provider regarding the status of these transactions?

Hi

It was made via debit card . As you have seen via the emails I shared i have asked multiple times for the betting history in excel format but they juat ignore the request. As per the emails tbh it would be irrelevant if I had bet over the €5 as I did not have a active bonus.

Thank you very much, Justintime, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of SlotMonster Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hi

That doesn't surprise me they are obviously rogue. They qould tell me who the operate under either.

Thanks

Paul

Hello there,

Thank you Justintime for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SlotMonster Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator link) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter