Eternal Slots Casino - Player's winnings were confiscated and the account was locked.

Hi,

Eternal slots casino confiscated winnings of $3600 and locked my account saying ridiculous accusations after my account got verified and they approved my withdrawal,saying I am part of a group abusing bonus, I wager on slots game 18,000 with any change bet or game. How can I abuse the bonus?! 

At first they didn't want to pay me with Bitcoin that I made a deposit with, but after they agreed to pay via Bitcoin they locked the account and were unwilling to pay me.

Can you please help me resolve this issue?

Dear keiraboetn,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise what bonus you played with? Please send me the screenshot or the exact link.

Have you passed the full KYC verification?

Have you made any successful withdrawals before?

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case.

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

it was welcome bonus offer-333% no max cashout :https://eternalslots.com/promotions

yes i did pass there verification, i did not made any successful withdrawals before.

send me your email and i will forward you the communication and you will see they approve my documents and apporve to pay me via Bitcoin.

I apologize, my email address is veronika.l@casino.guru.

Hi,

i have forward you all the communication with the casino.

please check.

Thank you very much, keiraboetn, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, keiraboetn,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we wait for the casino's response and clarification, please provide me with the information on where you currently reside, where you are located, what physical address you filled out upon registration, what address is stated in your ID provided to the casino upon verification, and whether you are using a VPN.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Eternal Slots Casino team,

Could you please explain the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

I am in contact with the casino representative outside the thread, and waiting for additional details/evidence.

Dear keiraboetn,

Can you please state the exact physical address you filled out upon registration at the casino and forward all the documents you provided to the casino during verification?

Feel free to use my email (branislav.b@casino.guru). Alternatively, you can post screenshots here, in your next post.

Looking forward to hearing from you.

email sent to you please check.

Thank you, keiraboetn. However, you provided the same as before, without the details I asked you for - again.

Let's do it differently now without any further dragging out.

Please read my previous post once again and provide me with the requested details, especially the address you filled out upon registration of your disputed account, which I am asking for maybe for the 3rd time now...

In addition, since I can see you use Gmail, please forward me all the emails you sent to the casino as attachments, with all the necessary documents.

Simply log into your Gmail account on a PC, use one of the well-known internet browsers, and forward each email separately to my email by clicking the right mouse button on each email and choosing the option "forward as an attachment".

Please note that this time, if you do not provide all the requested details (the complete physical address filled out upon registration) and email communication in the required way, or the documents you sent to the casino during verification, the complaint will be closed/rejected.

Instructions for providing the data were stated in my previous post.

Thank you for understanding. Looking forward to hearing from you.

Hi,

email sent please check.

Hi,

I live with hotel residents at the moment as I previously explained and I issued a utility as the casino requested, i can provide them with a bank statement as well if needed. 

I play from a city called Cork and not Dublin, I am not linked to any kind of account that the casino is trying to say,I have only one account!

anything else you need from me please let me know.

Regards

Kieran

Thank you for the clarification and additional information, keiraboetn.

I asked the casino for additional details and supporting evidence. Therefore, I will switch the timer for the casino representative again. Let's wait for their response and the data they are preparing.

I will inform you once I have any news or updates.

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.

Greetings,

Since I was in contact with the casino and they regularly replied, and I was promised to receive all the necessary details/evidence, I am extending the timer once again for the casino.

However, this is the last call for the casino to provide the requested. If nothing relevant is provided until the current timer expires, the complaint will be closed as 'unresolved', and the casino's rating/"safety index" will be decreased accordingly. The casino will be informed about the same also outside the thread in a while.

Thank you for your patience and understanding.

Dear keiraboetn,

I am sorry for the delay. I got in contact with the casino representative again, and I am waiting for additional details/evidence, which I requested a while ago.

I or the casino will inform you of any news or updates.

The timer will be switched again for the casino.

Dear keiraboetn,

Unfortunately, even after several timer extensions and communication with the casino, they stopped responding and we have not been provided with relevant or sufficient details/evidence supporting the casino's claims and decision. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. I sincerely hope you will understand our (possibly only temporary) decision regarding the matter. There was more than enough time for the casino to provide us with the requested, and the timer was extended several times on top of our standard processing time frames for complaints.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I believe they will use this option soon. If that happens, you will be notified via email.

Best regards,

Branislav, Casino.Guru