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I deposited 40.00 and ended up winning almost 500.00. I withdrew 400.00. It was rejected the first time because apparently in order to send to my bank account it hat to be a minimum 500.00 withdraw. So then I decided to use ecopayz. It was rejected again, because my email address was inserted into the"Account" slot . So I retried, and put my account number instead.. it was rejected again , and now they are saying it's because I didn't roll over my deposits? I don't know even what this means I didn't take any bonus I deposited my money and won .. also I was getting multiple emails asking me for documentation to verify my identity but everytime I emailed them back asking were do I send the documents to , they didn't reply back.

Dear Dorothy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"A customer can withdraw money from his account only after he has rolled each of his deposits at least 5 times. Wagers with minimum/no risk are not counted towards the rollover. If the player doesn’t meet this requirement, Slot10 reserves the right to charge the withdrawal request with up to 8% administrative fee."

It means that if you have deposited $40 you need to place bets in amount of $200 before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money. Your active balance should be available to you once you complete wagering requirements. Could you please confirm that your account is still accessible and your balance active?

Additionally, this is what I found in the FAQ section:

"How can I reach you if I need help with completing my registration?

You can always contact us via email: support@slot10.com or chat via any Live Chat banner on our website, and our team will do its best to provide any assistance needed."

Please let us know if this information was helpful. Looking forward to hearing from you.

Best regards,

Petronela

Hi there. I checked and yes I can still access my account. I was so frustrated, because the first time I tried to cash out they told me I didn't have enough money to meet their withdrawal requirements for an e-transfer . ( I had 400.00 to cash out, the minimum was 500.0), the second time I tried to cash out it was thru ecopayz and they rejected it due to some account problem, the third time I tried to cash out they said I needed to verify my identity, but they wouldn't tell me where to send the documentation, and finally this last time I tried to cash out is when they rejected due to me not rolling over my deposit.. seems like a run around , they coulda just been up front but they were not

Dear Dorothy,

Thank you for your reply. Could you please advise if your account has been verified successfully now? Did you finish deposit wagering requirements? Please understand, that without completing these two steps, you won’t be able to withdraw your winnings.

Hi! I have now sent all the documents they have asked for to get my account verified, but there was something really strange that happened again. I went back into my account and started playing again, with the 400.00 that keeps getting rejected to make sure that I met their deposit wagering requirements, and when I clicked on my transactions with this casino, it now shows I deposited 20.00 x 4?? I only ever deposited 40.00 total with this casino not 80.00. I took pictures of everything , and I've even checked my bank accounts I cannot find the "extra" 40.00 transaction anywhere..I'm so confused and lost trying to figure out this casino.

Thank you very much Dorothy for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Thank you. I just recieved another rejection email from this casino saying they rejected because they need screenshots of my bank account and 4 transactions.. I only deposited twice tho.. and sent them screenshots of both my bank accounts ..

Hello Dorothy.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Thank you again! I'll try to send a picture of these deposits that they are saying I made, but I did not ...

Dear Dorothy,

Thank you for sharing your experience with SLOT10 Casino.

As per our records, we would like to share the following statement:

• You have made a total of 4 deposit transactions - first one was made on 16/05 at 03:16 for the amount of 20 CAD, the second one was made on the same day at 03:21 again for the amount of 20 CAD. The last two deposits were made on 19/05 at 02:17 and 02:22. The total deposited amount in your account is 80 CAD.
• On 22/05 your documents were received, however our Financial Department asked you to re-send your e-banking screenshots (a proof of your deposits and your online bank account).
• On 24/05 your withdrawal was rejected, since you haven't provide the requested documents by email.

Having all this In mind, In order for us to handle your withdrawal request and for you to pass our KYC procedure, we kindly ask that you forward the following:

1. A screenshot of your online banking, containing your four transactions for 20 CAD (Internal transaction ID-s: 98569048673137600, 98569048673137602, 98569048673143221, 98569048673143222 to your gaming account, with your details and the page URL visible

2. Two screenshots of your EcoPayz:

- From the "My Account" section, so that the Account number and the URL of the page are clearly visible

- From the "Personal Information" section, where your personal details and the URL of the page are clearly visible

Please send the above-mentioned to support@slot10.com

Hope you will find this informative.

Kind Regards,

SLOT10 Casino Team

Hello there,

Dear Dorothy.

Please, could you confirm the casino statement?

Dear Slot10Casino team.

Thank you for the cooperation in this case.

Okay, first of all I did not make 4 transactions. I made 2 transactions for 20.00 each before trying to withdraw 400.00 and getting rejected the first time. I don’t know where the other 2 transactions came from. But I did not make them...why would I need to deposit MORE money to ur casino when I was just rejected 400.00 ??? I played some more on that returned 400.00 but I did not deposits anymore money to ur casino. I sent u screenshots of my banking information, both of my checking accounts for the days in question. I don’t know what the problem is with that. I don’t know what Your internal ID numbers are which is why I sent u screenshots of All of my transactions from both of my accounts. Yours is not the only casino I play at and as u seen from my end it says "gigadat " and a random number.. as far as eco pay goes, I didn’t even know I was suppose to send u anything from them. Nobody told me this. I really feel like this casino is playing games and making excuse after excuse why not to let me withdraw my funds.. and shame on you for that. Like I said , I play at a lot of casinos, and I have never had this much trouble trying to withdraw from any of them. I will send u screenshots from ecoPayz and I will send u screenshots from my bank Again....

maybe should I post the same screen shots here as well?? So casinoguru can see exactly what I’m sending u??

These are all the banking transactions I had. May 16 was a Friday so my transactions don’t show up until the following Monday which is why on my end there is none for the 16 of may. As for the "other 2 transactions" that I definitely did not make, something seems a little fishy. If comparing all 4 transaction times, u notice that the first 2 transactions on may 16 were exactly one hour and one minute before the next 2 on Monday may 19 that I did not do??

example - 3:16 and 2:17 and 3:21 and 2:22 and it doesn’t even say if it was morning or afternoon?? I think these guys are making things up now. I’m sorry to say.

Dear Dorothy,

Thank you for providing detailed information regarding your case.

As per our records, we could see that your recent withdrawal request successfully proceeded to your payment method of choice at 2020-05-27 14:01:54 

If you still need any further of assistance, please let us know.

Kind Regards,

SLOT10 Casino Team

Dear Dorothy.

Did you receive the payment? Can we consider your issue got resolved?

Yes thank you so very much!!!! I finally have recieved the payment! Thank you again!!

Dear Dorothy,

Thank you for your update!

We are happy to hear that your payment is delivered to you successfully.

In case you have any questions do not hesitate to contact us.

Kind Regards,

SLOT10 Casino Team

Dear Dorothy,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.