The player from Austria had deposited 300 EUR at Slotshammer Casino and had adhered to the bonus terms while completing the wagering requirements. After verifying his account and submitting all necessary documents, he faced a withdrawal rejection, followed by a cancellation of his 2,201.50 EUR winnings without a clear explanation. Although he had successfully withdrawn 500 EUR from his account, the issue regarding the confiscated winnings remained unresolved due to the casino's lack of specific reasoning. The Complaints Team had attempted to engage the casino for clarification but ultimately marked the complaint as "unresolved" after receiving no response, advising the player to seek further assistance through alternative dispute resolution services.
Slots Hammer Casino - Player’s winnings have been confiscated.
No reaction policy
Black points: 121
Amount: €2,201
Slots Hammer Casino
Safety Index:Below averageCase summary
Translation
I deposited 300 EUR at Slotshammer Casino on September 12, 2025, and received a 150% welcome bonus.
Before playing, I carefully reviewed the bonus terms and conditions and strictly adhered to them throughout the entire game. I played fairly and fulfilled the wagering requirements in full and in accordance with the rules.
After successfully completing the bonus terms and conditions, the excess winnings were correctly deducted according to the rule for 150%–199% bonuses (maximum 6x winnings of the original deposit). I accepted this and considered it fair.
I then continued playing for a while and ended up with a balance of EUR 2,201.50 in net winnings plus my original deposit of EUR 300 in my player account.
I then fully verified my account and submitted all the required documents. This took almost a week in total. Delaying tactics! When I subsequently requested a withdrawal, it was rejected after 48 hours because they still needed a selfie of me and my passport, in addition to my fully verified account. No sooner said than done.
I then requested a withdrawal again and after another 48 hours, I received a message from support stating that my winnings of EUR 2,201.50 had been canceled.
I wasn't given a clear or concrete reason for this. Instead, I simply received a generic email with references to standard terms and conditions, which I never violated. Only the EUR 300 of my original deposit remained in my account.
As I said, I strictly followed all the rules.
I played fairly, complied with all terms and conditions, and properly verified my account. Nevertheless, my winnings were illegally confiscated.
I hope you can help me.
Attached is the email from Slotshammer Support + the collected 2201,50 Euro
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Dear player,
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.
Have you made any successful withdrawals before?
Did you use a VPN or any proxy service while playing or verifying your account?
Did the casino specify which document or verification step was not acceptable or missing?
Would you be able to forward the documents you submitted for verification to the casino?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
TranslationDear Dominika,
Thank you for your feedback. Here are my answers to your questions:
I have not yet made any successful withdrawals from the casino.
However, I've had a withdrawal request pending since September 19th. My original deposit of €300 was returned, plus a €200 profit (because I briefly played with the returned deposit).
So, since September 19th, a payout request of 500 euros has been open.
I have never used a VPN or proxy service while playing or verifying.
My casino account is fully verified, and for verification, I used my passport, proof of address (bank statement with name and date), and also a selfie with my passport (since it was requested).
I am enclosing screenshots of my last communication with Slotshammer support.
2 messages from me + the reply.
The payout mentioned in the screenshot is the €500 mentioned above. Original deposit + €200 winnings.
I hope this information helps you with your further processing. Thank you for your support.
Best regards
Patrick
TranslationSmall update:
My original deposit of €300 + winnings of €200, i.e. €500, were paid out to my ewallet today.
The question of the confiscated €2,201 still remains.
Dear player, so, just to confirm, your account was successfully verified, and all documents, including your passport and proof of address, were approved?
Do you happen to know anyone else who has an account at this casino, or could someone from your household possibly have created an account as well?
Also, did you use a payment method registered in your name when making the deposit and withdrawal requests?
TranslationDear Casino Guru Team,
Thank you for your message.
Yes, my account was fully verified and all documents, including my passport and proof of address, were approved by the casino before I requested the withdrawal.
No, no one else in my household has opened an account at this casino or played there. I'm the only person who has ever played there.
Yes, I used my Skrill account, which is in my name, to make the deposit.
For the payout, my bank account, which is also in my name (where the money was then confiscated by the casino)
For the payout of my original deposit, which was then reversed, my Skrill account was used again.
PS: I contacted Slotshammer support again about the confiscated 2201 euros and asked for the reason... (which doesn't exist 🙄)... 
but again only received a typical standard answer (attached)
Best regards
Patrick
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear Slots Hammer Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
TranslationThank you!
As I said, I never played with stakes above €5, I didn't play any "forbidden" games, and I otherwise followed all the rules.
Whenever the casino asks why my winnings have been confiscated, they always refer to the general terms and conditions without giving a specific reason.
Best regards
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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Maltese Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Pavel Kaczynski
