The player from Germany reports that Slothammer Casino has removed €3,000.04 from her account without justification, despite her account being fully verified and no bonuses involved. The casino claims a breach of terms but has not provided specific evidence, and she seeks mediation for a fair review of her case.
Slots Hammer Casino - Player’s winnings have been confiscated.
Unresolved
Our verdict
No reaction policy
Black points: 302
Amount: €3,000
Slots Hammer Casino
Safety Index:Below averageCase summary
Discussion
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3 weeks ago
Translation
I am filing this complaint regarding the removal of €3,000.04 from my balance by Slothammer Casino.
I played exclusively with my own deposited funds via instant bank transfer. No bonus was active or used in connection with these winnings. My account is fully KYC verified.
After winning approximately €5,006.04, I successfully withdrew €2,000 (two separate €1,000 payouts). The remaining €3,000.04 was later removed from my balance with the note "Taken to system".
I received an email stating that my withdrawal had been cancelled and the funds had been seized due to an alleged breach of clause 12.10 of their terms and conditions. However, no actual breach was ever established.
I have formally applied:
The exact activity that allegedly violated the terms
The specific subsection of Section 12.10
The technical or factual evidence that supports the claim
Date and time of the alleged violation
The casino refused to provide details, stating that the decision was final and that internal review details could not be disclosed.
Key facts:
I did not use a VPN.
I did not use multiple accounts.
I did not use any forged documents.
I did not use any software support.
No bonus was involved.
My account remains active
Since part of the profits (€2,000) had already been paid out and no concrete evidence of misconduct had been presented, the seizure of €3,000.04 appears arbitrary and unjustified.
I request mediation and a fair review of this case.
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3 weeks 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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots Hammer Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- When did you pass account verification? Which documents have you submitted during the verification process?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Have you activated any bonuses in the casino prior to the incident, such as a welcome deposit bonus?
Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
TranslationHello Tomas,
I would be happy to add the following information regarding my case:
I completed the initial verification shortly before my first withdrawal. For this, I uploaded my ID card, my bank card, and a Telekom bill. Afterward, a photo of me holding my ID was requested, which I uploaded.
After successful verification, my account was verified and the first payout of €1,000 was made.I was then asked to submit a mobile phone bill for further verification to confirm my mobile number. I submitted these documents in full and received confirmation by email that the verification was successful.
Subsequently, a further payment of €1,000 was made.
Only after this second payout, which took place last Thursday, was my remaining balance of €3,000.04 removed with the note "Taken to system".
Regarding the bonuses:
I activated a welcome bonus at the beginning. However, this bonus expired long before the disputed winnings were realized, and no winnings were generated from it (screenshot attached). The current winnings were achieved exclusively with my own deposited real money.
I played exclusively slot machines, mainly:
Big Bass Bonanza (various versions)
Moneyfest
Elephants 2
The Dog House
No live games or sports betting were used.
Should you require any further information, I will of course be happy to provide it.
Best regards
Jacqueline
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3 weeks ago
TranslationHello Tomas,
I would be happy to add the following information regarding my case:
I completed the initial verification shortly before my first withdrawal. For this, I uploaded my ID card, my bank card, and a Telekom bill. Afterward, a photo of me holding my ID was requested, which I uploaded.
After successful verification, my account was verified and the first payout of €1,000 was made.I was then asked to submit a mobile phone bill for further verification to confirm my mobile number. I submitted these documents in full and received confirmation by email that the verification was successful.
Subsequently, a further payment of €1,000 was made.
Only after this second payout, which took place last Thursday, was my remaining balance of €3,000.04 removed with the note "Taken to system".
Regarding the bonuses:
I activated a welcome bonus at the beginning. However, this bonus expired long before the disputed winnings were realized, and no winnings were generated from it (screenshot attached). The current winnings were achieved exclusively with my own deposited real money.
I played exclusively slot machines, mainly:
Big Bass Bonanza (various versions)
Moneyfest
Elephants 2
The Dog House
No live games or sports betting were used.
Should you require any further information, I will of course be happy to provide it.
Best regards
Jacqueline
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2 weeks ago
Dear Jaquiba,
Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.
No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.
Kind regards,
Tomas
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2 weeks ago
Dear player,
My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Slots Hammer Casino representative to join this conversation.
Dear Slots Hammer Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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1 week ago
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.
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3 days ago
Dear Jaquiba,
I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.
Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.
Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.
You can find more information on how to correctly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.
Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at barbora.p@casino.guru
I am sorry I could not be of more help on this occasion.
Best Regards,
Barbora
Casino Guru
