TheSlotz Casino - Player's account has been closed and funds confiscated.

Hi,

My account is blocked and also they wiped all my money, over 4200€.

First of all they cannot verify my identity by their own wizard tool (I have used this kind of wizard many times and all times this is succeed in). I tried verify my account 16.3. I got rejected from wizard and then I asked from casino help to try for example verifcation again via wizard but the status remains rejected and they did not answered anything. I suggest to send ID things via email too but I got only answer that I have to wait.

Finally today I got answer that my account has blocked for duplicate account reason or some other reason:

"2.6. By creating an account, you agree to provide only reliable information about yourself, such as your name and other personal information. You also agree not to create duplicate accounts; each

user is only permitted to create one. The account cannot be duplicated using any other person, family, address (postal or IP), or email address associated with the device. Accounts other than the primary account are considered duplicates."

I have no duplicate accounts. And I havent ever play for cheating or prohibited style. I have played casino games over 10 years and I think I have good reputation.

I think that this Casino scared when they saw that I won about 3000€ last night and make this kind of decision finally.

Please help me. I will provide all conversation with the casino when you asked.

I attached some screenshot that proves that I have account there, this rejected account verification status from wizard and that latest big win and the balance (which they removed me)

Regards

[Redacted]

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Hello,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Have you accumulated your winnings with or without an active bonus?

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,

Attila

Hi, there is no any change that i have used or created duplicate accounts!

And i havent used any vpn solutions.

If i remember right, i used initally their bonus offer but I won money without bonus and i removed bonus myself. Then I played quite long and waiting their kyc process....and then i finally won that big win and then they give that info that they have blocked my account and removed all winnings/money.

Should i now deliver all email conversation with them?

Dear kaijoke,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hi, i forwarded all email conversation to attila.g@casino.guru 27.3. Please start finally discussion with theSlotz casino.

[redacted]

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thx, i just wondering why this takes so much time. I afraid soon there is no logs to proof things. But of course casinos has to be all logs available at least one year.

Hello kaijoke,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I understand your desire to address your case as soon as possible, but it usually takes some time. While I cannot provide you with a definitive timeframe when and if at all we would be able to resolve your case, you can find more information about the usual process here: Complaint Resolution Information and Instructions | Casino Guru

We would like to invite TheSlotz Casino to join the conversation.

Dear TheSlotz Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

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 CasinoGuru Team and Kaijoke,

We confirm that all relevant details have been submitted to the CasinoGuru team via email for their independent assessment.

Kind regards,

TheSlotz Team

Dear TheSlotz Casino,

Thank you for the information and evidence provided.

Dear kaijoke,

Could you please confirm whether any of your family members, friends, or acquaintances hold an account with TheSlotz Casino?

If they have, have you played at the casino around the same times as them?

Can you please confirm the devices you have used to register and play in TheSlotz Casino?

Additionally, please forward me all documentation you submitted to the casino as part of the KYC and AML verification process at michal.k@casino.guru for an independent review.

Yes I am 100% sure that I am only one who uses my account and email address with TheSlotz casino. I am registered to this casino very likely about one year ago and I stopped playing while because there were some weird thing then also. I forward this email to Michal. This at least proves that I had same email address then too.

Now I using OnePlus Nord 4 (CPH2663) mobile and I used this then when I won there. I dont remember if I used also my laptop this year for playing. I can tell device info from that later if needed.

I asked to send KYC documents via email to the TheSlotz casino but they didnt answer to this query anything. And then they finally banned me as you can read our conversation with the casino. I can of course send my IDs to you if needed.

They should have a screenshot/some logs that proves that I have multiple accounts (same identity with different email or phone). Or what is finally reason why they blocked me (and removed all my real money winnings). I am still very confused for all this. One ore time - I am very honest player and I have played very long (and many many different online casinos). I am very exact with casino rules!

Hmm there is chance that i used two different laptops there because there were those kyc wizard problems and some hungs overall. But I used of course same account all the time and i was logged out from other devices. Portal should not accept multisessions at all anyway. I can provide these devices info if needed!

Dear kaijoke,

I would like to kindly remind you that I am still awaiting the complete documentation you submitted to the casino for the KYC and AML verification process at michal.k@casino.guru for an independent review, as previously requested. I would appreciate it if you could provide this at your earliest convenience. Without this material, we are unable to proceed with this case.

? As I said already I didnt ever have a chance deliver my KYC documents to theSlotz casino because of their wizard problem. And I asked a couple of times to deliver these via email, but they didnt answer anything to this.

I can deliver of course my KYC documents to you (michal). What about should i sent these?

Dear kaijoke,

Thank you for your email.

I acknowledge that you mentioned experiencing issues with the KYC wizard in the casino. However, some of the documents were uploaded to the casino successfully, and these appear to be among the reasons why the casino team decided to take the action in question.

In order for us to properly assess the situation and consider what further steps may be possible, I will need to review the documents in question.

So please forward me the following.

Proof of Identity (Photo ID):

• Passport
• Driver’s License
• National Identity Card
• Voter ID Card
• etc

Proof of Address (Address Verification):

• Utility Bills (electricity, water, gas – usually valid for 3 months)
• Bank Account Statements
• Rental Agreement or Purchase Contract
• Government-issued residence certificate

I sent these to Michal

Thank you for your emails with the information and evidence, TheSlotz Casino Team.

Dear kaijoke,

Following a comprehensive review of the information and evidence we could gather from both parties, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, genuine, and original documents in the player’s name. Unfortunately, in this instance, you do not sufficiently fulfil this criterion.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules, to which you agreed when you created your account.

Your failure to meet the KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

You are certainly free to disagree with this conclusion and can reach out to the casino licensing authority or the appropriate authority in your country if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru