Sweepslots Casino - Player’s account appears to be closed.

I have been waiting for months for a redemption. I had an initial redemption that they didn't pay, and they told me to cancel and resubmit. My second attempt was submitted on March 6th. They never paid.

Next, they temporarily shut down the site for maintenance, and now that it is back up, my account does not seem to exist anymore. I had a pending redemption of $250 and a balance of around $90.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sweepslots.com.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Have you passed account verification in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of promotional money?
• Have you withdrawn winnings from the casino in the past?
• Have you contacted the casino support at support@sweepslots.com? What response have you received?
• Could you please share with me your communication with the casino support regarding the delay and account removal? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas,

Thank you for your response. I signed up on January 3rd, 2025. I made six purchases between January and March, and I never received any payout. I played various slots on the site. All of the purchases came with some amount of promotional money, but I completed the playthrough requirements. When I contacted live support, the responses were automated and I was redirected to email.

I have sent the following emails in a PDF file to your email address:

·      ID verification

·      Six purchase confirmations

·      First redemption confirmation and follow-up emails

·      Second redemption confirmation (after cancelling the first one and changing the amount) and follow-up emails

·      New email showing that when I attempted to reset my password, it shows "undefined" for my account info.

Thanks very much,

Ryan

Thank you very much, ryan1000, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 ryan1000,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Hi Martin,

I received an automated email after two months, and the result was the same as before. They only seem to respond with automated emails that don't acknowledge my response.

I sent a pdf of the conversation to you via email.

Thank you,

Ryan

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.

Dear ryan1000, 

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.