The player from Portugal had a blocked account and inadvertently deposited 10 euros using a cell phone number associated with the account. He faced difficulties retrieving his funds or unblocking the account due to a self-exclusion he did not clearly recall requesting and withdrawal limits that prevented cashing out the small amount. The casino's verification process and account restrictions further complicated his access to the funds. The issue was resolved after the player confirmed satisfaction with the outcome through the complaint resolution platform.
Slotoro Casino - Player's account is closed and funds are confiscated.
Resolved
Our verdict
Case closed
Amount: €10
Slotoro Casino
Safety Index:Very highCase summary
Discussion
Public
Public
1 month ago
Translation
I had my account blocked at this casino and inadvertently deposited 10 euros through the cell phone number they accepted the deposit with the account blocked and now they won't give me the money back or unblock the account . Feaude
Automatic translation:
Public
Public
1 month 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
Public
1 month ago
Dear jaquim23,
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
Public
Public
1 month ago
TranslationI didn't go through the verification before losing access to the account, I wasn't even asked, I made a deposit of ten euros that could have been a hundred or even more, the deposit was credited to the account and when I try to play the slots I get a blocked account notice. I don't remember requesting self-exclusion from the casino, but I admit I did without remembering, but the point is that the casino accepts deposits from accounts that appear to be blocked and then won't let the customer get back the funds that were abusively accepted, citing a series of difficulties in order to withhold the funds, blatantly and unscrupulously harming the player. I play at many online casinos, some of which I have asked to close because they are unreliable, and this one, because it has an apparently high security rating, which is clearly false, I have tried to play again, which now makes me think that if I had previously asked to close my account, it is because my previous experience led me to ask for it, and I now realize that the casino is in fact a fraud because they have misappropriated a low amount, because if it were high I would now be in trouble.
Automatic translation:
Public
Public
1 month ago
Dear jaquim23, thank you for your response. Could you kindly provide information regarding the date you requested a self-exclusion from Slotoro Casino? Additionally, I would like to ask you if you have been able to access your previous account or if you have opted to create a new one.
Thank you for your patience and cooperation.
Public
Public
4 weeks ago
Dear jaquim23,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
4 weeks ago
TranslationI've already managed to check it out, but now that the withdrawal amount is ten euros, it doesn't meet the minimum amount of forty-five and fifty euros respectively for withdrawals by visa or bank transfer, which is the method I have at my disposal.
I created a new account without realizing that I had already excluded myself from this casino. I play in many casinos and I can't remember all the ones where I asked for my account to be closed, but the new account contained all the same data as the first one except for the email address which was different and therefore it would be the casino which in my opinion should have the digital tools to make it impossible to deposit a new account with existing data as is the case with many others and more, the verification is shown as approved in my account morale and to confirm the suspicions of bad faith and pure extortion an assistant through chat comes to tell me that the account is not verified when in fact it is and that I would receive in the email the request for additional documents astonishingly, but I still haven't received anything in the email and even if I do I won't send any more documents of course. We're talking about a negligible amount of money here, but it could also be an appreciable amount, and it's not for the ten euros that I'm insisting on complaining, but for the prepopent, immoral and even criminal attitude of an entity that is registered as a legal casino, but whose practices, and this is just one example, put at risk the safety, even if relative, with which people entrust their money on a fun basis, but which can be costly.
This casino's practices are clearly fraudulent, and I'm not even talking about the apparent viciousness of the slots, which is why I asked for my account to be closed, but that's another story.
Automatic translation:
Public
Public
3 weeks ago
Dear jaquim23, thank you for your response. Could you please advise if you have been informed about any alternative method to withdraw your funds?
Public
Public
2 weeks ago
Dear jaquim23,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear jaquim23,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
