Dr Slot Casino - Player’s winnings have been cancelled.

i won 16 thousand after deposits over 10 thousand I think within 2 years I the withdrew the 15k but they then asked for 17 proofs off documents what I did provide after them telling me my winnings wil be paid to then being verified told me for no reason they. Voided my winnings due to there terms and conditions they then say I can’t have a refund off my deposits because I played them but that makes no sense you can’t say I played them refuse a refund then. Also steal my winnings after being verified

Dear Louise,

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. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Louise,

Do I understand correctly that your winnings have been voided due to incomplete account verification? Was it your ID that caused unsuccessful KYC verification?

I sent my I’d in. When they only requested I’d when I withdrew for the first time in two years off deposits they then void my winnings but say bets are played so they won’t refund my deposits I sent all 17 I’d documents they requested they void my winnings then next day validate my I’d and act as though everything is ok and I can continue to play as normal

Thank you very much, Louise, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

just a update I know what they have done and what there trying to do !! I just had confirmation they’re now telling me I broke there terms and conditions but I haven’t I been playing with them for 2 years deposited a total off £3248 with out a problem this was my first withdrawal now I asked them to close my account when I withdrew that money they wouldn’t let me and filled me with different ways to help my gambling now I joe just sheen told to read this term and condition by the live agent what states this

In most cases, Account closure will result in the balance being removed from both your Bonus Credit Account and your Cashable Credit Account 6 months following the date of Account closure. During this 6 month period, you may be entitled to reclaim credit in your Cashable Credit Account by contacting our Customer Support Team on 01384 886435 and/or making a Complaint (see Section

now it all makes sense they voided my winnings Then they verified me even though I sent my I’d before the void off winings they didn’t let me close my account because this was clearly a set up because if I didn’t withdraw and asked my account to be closed all balances would be paid they voided my winnings so they can close my acccount at 0 I’ve done nothing wrong they refuse a refund off deposits because bets are not void so winnings can’t be taken the bets we’re active and this is clearly a fraudulent casino who I want to publicly sue and take to court for this I’m a genuine customer they never had a single problem for two years I had been playing on there but my first ever withdrawal they do this  

Dear Louise,

From now on, I’ll be in charge of your complaint. I’ll contact the casino representative and see if I can help.

I would like to invite Dr Slot Casino to join this thread.

Dear Dr Slot Casino representative,

Can you please explain in detail the reasoning behind the decision to void Louise’s winnings? You can forward any relevant evidence to my e-mail address andrej.p@casino.guru.

We would like to ask Dr Slot 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’.

So this is all they can do how are they allowed to do this to people

Hello Louise,

I have raised the issue to our support team. We will hopefully be able to provide further details on this by the end of the week.

Many thanks

Dr Slot

Thank you, Dr Slot Casino, for the reply. We will wait for further updates from you. I’m setting the timer for 7 days.

I supplied all required you asked for a phone bill I haven’t used in a year because it was pay as you go I never even deposited with a phone to win the 15 k anyways you void my winnings on my first withdrawal after 2 years off deposits without a problem and you refuse to issue all m6 deposits back as you voided my winnings that voids all’s bets and since this my first withdrawal all bets are void you have no legal right to do this all documents were provided next day

I haven’t failed Kyc verification you approved all my documents before you blocked my account refused to pay out what a bunch off con artists I want a refund off all deposits now £3540 or my winnings unless a refund is paid legally the bet is not void even though I won fair and square your a con a rip off site where’s my response

Dear Louise,

We have various flags and triggers for customer activity requiring us to request customer information that only becomes relevant once certain activity has taken place. Although we do not make requests for information which we could have reasonably requested earlier, in some instances issues may be highlighted after the accounts have opened, which require further information. Sharing specific details on these flags and alerts publically would make them ineffective and could potentially put us in breach of our requirements under Anti-Money laundering regulations

The possibility of us requesting this information from the player is covered in our terms and conditions which you would have agreed to adhere to when you first opened your account.

Section 5: Deposits

22. You may make a deposit by debit card and Paysafe Card. In addition, we may offer you a facility to top-up your Account by applying a charge to your mobile phone bill or mobile phone pre-pay account. We reserve the right to withdraw or limit any payment facility at any time and without notice. You may not use this facility if doing so is in breach of the terms of your mobile network operator agreement. If we are advised by your mobile network operator of your non-payment or misuse of this facility, or if payment is withheld by your operator or we reasonably suspect your non-payment or misuse of this facility, we may ask you to provide evidence of payment to your network operator and, if you have not been able to provide this for a period of 12 months or more, we reserve the right to close your Account. You will lose any amounts deposited and will not be entitled to withdraw any amounts in your Account if your Account is closed in these circumstances.

Section 8: Withdrawals

79. We reserve the right to void bets and refuse or withhold a withdrawal where we have any reasonable grounds for closing your Account (see Section 9 below), including where there is evidence of "suspicious activity" (see Section 12 below). In particular, if we suspect fraud or fraudulent activity on your part, or any of your deposits are charged back to us as a result of (alleged) fraudulent use, or loss, of your credit or debit card, we reserve the right to refuse or withhold a withdrawal from your Account and, if necessary, to lawfully collect any payments owed by you. It is your responsibility to provide correct bank details for winning payments. We will make reasonable efforts to contact you to obtain correct bank details.

80. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.

Section 9: Closing and Suspending Accounts

Our Rights to Close and Suspend Your Account

82. We reserve the right to close or suspend an Account in any of the following circumstances:

b. If the mobile phone account registered on an Account is not active, is suspended or is disabled by the relevant mobile network;

c. If the name registered to an Account does not match the name on the Payment card(s) used to make deposits into the Account;

d. If the name on the Account does not match the name on the phone bill or any other depositing method used to make deposits into the Account;

i. If the Player has allowed or permitted (intentionally or unintentionally) someone else to play on his/her Account;

l. Where we have requested additional information relating to identification or proof of payment of a phone bill or source of funds/wealth and the Player has failed to provide such information your account will be suspended.

o. Where we reasonably suspect "suspicious activity" (see Section 12 below).

Section 10: Security

100. We reserve the right to ask you to provide us with additional documents as part of our Enhanced Due Diligence process such as proof of the payment method used and source of wealth. We may also request further proof of identification relating to the details you have used to register your Account. Any such additional identification will be kept confidential. We further reserve the right to disclose your details, under certain circumstances such as those required by law. Further details on our identity verification procedure can be found in Section 4.

102. You shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to your or third parties’ participation in any of our betting and gaming products and shall not use any software-assisted methods or techniques or hardware devices for your participation in the same. We hereby reserve the right to invalidate any betting in the event of such behaviour and close your account.

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Section 12: Suspicious Activity

111. For the purpose of this Section 13, "suspicious activity" shall refer to where we have reasonable grounds to believe that you have placed a bet or a number of bets in suspicious circumstances or in contravention of these Terms and Conditions. Suspicious circumstances include but are not limited to:

c. where we have reason to believe that you are misusing the mobile billing facility, including without limitation where you deposit funds via phone bill and subsequently do not pay your phone bill;

d. where the credit or debit card or other payment method or bank account linked to your Account is in a name other than your own;

112. In the case of any suspicious activity, we may, at our sole discretion, depending on the situation:

a. request reasonable further information from you to investigate whether the bet(s) constitute(s) suspicious betting;

b. suspend your Account and withhold payment of any withdrawals until we have receipt of satisfactory evidence (in our reasonable opinion) from you for us to determine that the deposits are in your name, that play is not fraudulent or any other purpose connected to our concerns of "suspicious activity". For example, but without limitation, where we suspect that you have deposited funds via a mobile phone account which is not in your name or you are in default of settlement of your mobile phone bill, we may ask you to provide reasonable evidence that the mobile phone account is yours and that you have settled the mobile phone bill that you used to deposit funds before you can withdraw any winnings;

d. void or refuse all or any part of any bet, suspend your Account or withhold payment of any amounts (or any parts thereof), for a period of time that may reasonably be required (for example, pending any investigations by our Internal Security Team, a gambling regulator, a law enforcement authority or any other third party with jurisdiction).

On review of the information which was received from you and applied to your account we identified some inconsistencies with the documents you provided which has raised concerns regarding the legitimacy of these documents, and as such the decision has been made to close your account and void your withdrawals under the following terms and conditions:

Section 9: Closing and Suspending Accounts

Our Rights to Close and Suspend Your Account

82. We reserve the right to close or suspend an Account in any of the following circumstances:

o. Where we reasonably suspect "suspicious activity" (see Section 12 below).

Section 12: Suspicious Activity

112. In the case of any suspicious activity, we may, at our sole discretion, depending on the situation:

d. void or refuse all or any part of any bet, suspend your Account or withhold payment of any amounts (or any parts thereof), for a period of time that may reasonably be required (for example, pending any investigations by our Internal Security Team, a gambling regulator, a law enforcement authority or any other third party with jurisdiction).

Many thanks,

Dr Slot Casino

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But. None off the above applies to me i provided all documents that you asked for

I want all evidence you have to prove your lies and your claims because I can guarantee you after two years off deposits and being a member there is none

Dear Louise,

Please be informed that this case is also being discussed with the casino representatives in a private conversation. We are currently waiting for the casino to provide the relevant proofs.

Thank you also if they still deny my winnings then I’ll be going to court and by law I’m entitled to my entire deposit to be refunded due to two years off deposits this was my first withdrawal any voided winnings from deposits are by law refundable I appreciate everything you done for me I have done nothing wrong here I supplied 17 documents within 2 days off there request. they allowed me to continue to play after withdrawal off 7 k then I had requesteda month time out then was allowed to deposit and play and won more and that’s when this all started I even tried to close my account after the big withdrawal requests the6 kept directing me into there gambling tools and refused to close my account

Is there any update

Dear Louise,

Unfortunately, I’m not allowed to disclose any details that have been provided by the casino, but I strongly recommend you contact the relevant authority and/or the official ADR of the casino (IBAS).

Please let me know if you decide to do so and/or our assistance is needed. I will gladly help you with it.

Of course please help me I’ve done nothing wrong I’m so upset about all off this I won it fairly and correctly of course how do I proceed from here

dr slot I know your getting notification emails on this problem we have.

I deposited for two hole years never a problem I made my first withdrawal then u ask for 17 documents to prove my identity once supplied you gave me no information just stole my money like it never was won closed my account and told me it a business decision I’m going all the way with this and this is not the only place this is going to be publicly available to all the people who think off playing and depositing on your site ! Pay what’s won fair and square or your be forever known as thief’s and cons and I’ll make sure that happens because you don’t need huge advertising platforms these days just the will power and determination to do it and I promise you I have

and when you say relevant authority you mean police ?

Just called them as they asked me tk refused tk refund my deposits after voided all winnings refuse to tell me why my account was closed they have no way off telling me why it was closed or speak to a higher power then customer services I played for two years 4 k in deposits and submitted 17 proofs off documents they’re a conn

Dear Louise,

By ‘relevant authority’ I meant the casino’s Licensing Authority. An official complaint can be filed by contacting the casino’s appointed ADR – which in this case is 'Independent Betting Adjudication Service' (IBAS).

You can do so by filling out the form available on their website. [link]

Please let me know once you have done so or if you have any questions.

I’ve done this and added our link in the report please can you tell me what your personal opinion is now you seen the casinos evidence that I no is completely fake grounds after being a member for two years but why do they think they can keep my 3800 pound in deposits Yh out a refund when they voided my bet and closed my account when I made my first withdrawal after 2 years

Thank you, Louise, for your cooperation. Unfortunately, I’m not allowed to disclose any details. I can only confirm that there are certain allegations that, if proven, would justify the decision of the casino. Due to legal reasons, the casino refused to provide us with any supporting evidence. That is why I suggested you contact the casino’s official ADR, which will have access to all necessary evidence.

Since you have already done so, we are closing this complaint as ‘Waiting for decision of regulator’. Please let us know once you’ve received an official statement from IBAS, or if you have any questions. My e-mail address is andrej.p@casino.guru.

Dear Louise,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the ADR, we kindly request you to forward their official statement to andrej.p@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the ADR/Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Andrej, Casino Guru

Dear Louise ,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as ‘Rejected’.

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the IBAS' verdict. Until then, we appreciate your understanding.