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My casino account was closed a few days ago, but there is still a complaint that I would like to file for the casino.

Two weeks ago, On Jan.8, I was playing On-air blackjack with live dealer, and my bet of $6 was rejected, but I did not get my money back in the casino account. This happened twice that day. The first time is at about 8:57am ET, and the second time is at about 9:22am ET. Both bets are $6. And my balance was $31.5 and $34.5 respectively prior to the bet. I contacted the casino via email about the issue, and they responded "no missing winning is found". I was confident in myself and I even sent a follow up email for them to recheck it and nobody responded. But I did not mind it too much.

On Jan.14 2023 12:23pm ET, it happened again, on On-Air Blackjack, where I placed a bet of $80. After the bets closed, it showed that the bets were rejected, and I did not receive my money back. My balance was $1220 prior to the bet. I sent them one more email this time, and I even attached a screenshot of the bet I was talking about. The bet showed up in my betting history of the casino, but it doesn't show in the On-air provider history because it was rejected there. Clearly, the money was taken without being played. Unfortunately, they still did not reply to this email.

What I want from them is the money return to my casino account and withdraw it for me immediately since the account is closed. I have attached the screenshot of the $80 bet I was referring to.

Hello Thepwner,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SlotsPalace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Is the balance difference visible anywhere in your betting/balance history? Please forward your full betting history to nikolas.b@casino.guru if possible.

Looking forward to your answer.

Regards,

Nick

Hi Nick, thank you for helping me out. My account was created on the 17th of December last year and the casino has never ask me for verification. I have never accumulated any winnings with bonus. The last time I spoke to the casino was 3 days ago to close my account because I lost too much money.

I do not have access to my balance history anymore as my account is closed. But I have attached a screenshot of the bet of $80 in my previous post. It is the picture that I sent to the casino for them to investigate, which they did not reply.

Hello Thepwner,

Is there any way to prove that the bet was not completed?

Unfortunately, if you have only this screenshot from the casino showing that the bet was successful, we can barely do anything as we have nothing to argue with and the casino has the evidence of the "completed bet".

Please try to check if there is any way to prove that the balance simply disappeared as without it, our hands are tied.

Hi Nick, there is no evidence on my hands to show the game was not played because my account is closed. But certainly, in the case, we should ask the casino to show evidence that this was played. It is very simple, the provider was On-Air, if I still had my account, it is very easy to see that there is nothing related to that bet in the history.

Hello Thepwner,

Please note that we usually do not proceed with complaints without an actual evidence as if we would contact the casino without it, they could simply claim anything if we have nothing to argue with.

But as your account got closed as well, basically without any explanation, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Can you put yourself in shoes for a moment please? My account is closed, how do you expect me to log in and get evidence? If you are me, what kind of evidence would you find?

My evidence is that the casino refuses to give me the details and result of the blackjack hand that "I played" when I asked for it multiple times. What kind of casino doesn't know how I lost my money?

Dear Thepwner,

From now on, I will assist you with your complaint. I am sorry to hear about your negative experience.

However, before I invite the casino to this thread and ask them for details, allow me to ask you a few questions to clarify the situation.

From where do you have the above screenshot, please? Why are there only 3 bets, and exactly one of them (coincidence?) is the one that was allegedly rejected?

You claimed it is very easy to check. If the above screenshot is from your casino account and you made the screenshot(s) at the time your account was open, why you did not take a screenshot of the bet details? Did you try to contact the game provider? If yes, what information were you provided with?

Hi Branislav,

The screenshot was from taking from the bet history provided by the casino. ALL 3 bets were rejected (1: Jan.8 8:57am ET $6, 2: Jan.8 9:22am ET $6, 3: Jan.14 12:23pm $80), and all 3 hands were blackjack hands that were not dealt.

Here is the timeline of the events: After the two bets rejected on Jan.8, I contacted the game provider, who gave me a reference number to contact the casino with. So I contacted live support with reference number (which they did not need), and they told me to write an email to them about it. They wrote back to me a few days later telling me that "no missing wins are found". I did not mind it at first because it was just $12 in total at that point which they scammed me. A few days later again, on Jan. 14, it happened again but it was $80 at time. So I took a screenshot of the bet history from the casino website, and sent it to them for them to check, but they did not respond to me. And they did not respond to any of my follow up emails.

Despite that the bets were recorded on the casino's website, they do not appear in the game provider's history, because THEY WERE NOT PLAYED. I tried to contact the casino several times via live chat afterwards but they refuse to investigate. I asked them to provide me with proof that I risked the money and lost it, but they did not respond, because they cannot, because THE HANDS WERE NOT PLAYED. I do not have any useful screenshots of the hand details from the provider, because THE HANDS WERE NOT PLAYED.

Alright, Thepwner, I understand. Thank you for the additional information.

Now I would like to invite SlotsPalace Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear SlotsPalace Casino Team,

Could you please look into the player's issue and provide us with the results of your investigation?

Thank you in advance for providing the information.

Dear Customer,

We would like to inform you that all the 3 bets in the game were rejected and the 92 CAD will be refunded back to you. We kindly ask you to provide us with any one of your following bank details in order to manually refund the amount: For bank transfer, please provide the following details:

• Full Name (please include all names including middle names)

• E-mail

• Address

• City

• Postcode

• Account number (it should consist of Transit, FIN, body)

• Bank Name

• Bank address (full address of the Bank)

• Bank country

• BIC/SWIFTRegarding account number:

• Transit number (5 digits)

• FIN (3 digits)

• Account number (up to 12 digits)Or, a crypto-wallet: Bitcoin, Litecoin, Ethereum, Ripple

In the case of Ripple crypto-wallet, we also need a destination tag.

Thank you for your co-operation!Sincerely,

Slotspalace.com

Greetings all,

I am sorry for the delayed reply.

Thank you for your reply and the provided information, SlotsPalace Casino Team.

Dear Thepwner,

Can you please provide the casino representative with the requested details?

If you decide to share them here, I will mark your post containing "sensitive" data as private and will be hidden from the public. Only the parties involved will be able to see them.

Or, if it is more convenient for you, we could ask the casino to provide us with a relevant contact (email address) to whom you could send these details.

Looking forward to hearing from you.

Thank you, Thepwner.

Dear SlotsPalace Casino,

Can you please check the player's personal details above? Could you confirm that everything is alright and the casino is able to process the refund?

If yes, what is the estimated time frame for processing the refund?

Dear Team,

Thank you for reaching out. We tried paying out the amount, however, it was not possible through a bank transfer. We apologize for the inconvenience. We kindly ask the customer to provide us with their Ecopayz, Eezeewallet, or Cryptowallet (Bitcoin, Litecoin) details in order to refund the amount.

Thank you for your understanding and co-operation!

Sincerely,

Slotspalace.com

Thank you for the update.

Dear Thepwner,

Do you own an account with any of the offered alternative payment options? If yes, can you please provide the details to the casino representative?

Hi,

I have just received money in the bank, paid using the original method.

Thank you so much for help in resolving this issue.

What great news!

Thank you, Thepwner, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, SlotsPalace Casino team, for your cooperation.

Best regards,

Branislav, Casino.guru