Slot Madness Casino - Pelaajan voitot on takavarikoitu.

I redeemed the MOVEMBERWIN no-play/no-max bonus, completed all requirements, and won.

Before redeeming, I specifically asked live chat if my old, long-inactive Slot Madness account would cause any issues with bonuses or withdrawals. The representative told me "No, it won’t be a problem at all — you’re good to go."

After I requested withdrawal:

- Another rep confirmed in writing "everything looks good, withdrawal should process without issue."

- When I followed up, a different rep lied saying "you have no transactions" and closed the chat the moment I mentioned BBB/eCOGRA.

The casino then gave multiple conflicting reasons to void the winnings:

1. Retroactive VIP/player-class restriction (email from George Andrews – attached)

2. Alleged duplicate account because of the old account

3. Accusation that I deliberately tried to circumvent rules (despite their own rep saying the old account was fine)

They approved the bonus, confirmed eligibility twice in writing, accepted my deposit, and only looked for excuses after I won.

I am requesting the full original withdrawal amount be paid.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear GrimMevilL,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General Terms & Conditions and I found this:

Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

To better understand your situation and assist you further, could you please provide us with additional details:

• Could you provide any evidence of your withdrawal request?
• Are you able to access the casino? Can you log in to your new account?
• Could you let us know the exact date since your old account is currently inactive and the reason for this, please?
• Have you received any official email communication regarding the status of your withdrawal?

Thank you in advance for your reply.

Best regards,

Petra

Thank you for your reply and for providing the previous details, GrimMevilL.

To elaborate, please kindly answer the following questions:

• Could you provide any evidence of your withdrawal request?
• Did you use bonuses on the first account as well, and were any of them verified?
• Could you let us know the exact date since your old account is currently inactive and the reason for this, please?

I don't know the exact date I accessed the other account. But that is way I made it a point to specifically talk to one of their reps about me having the other account. I knew it was there, but I wasn't able to access it anymore.

Dear GrimMevilL

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 Kubo (jakub.m@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,

Petra

Dear GrimMevilL,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Slot Madness Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Slot Madness Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

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.

So what do I do if they don't respond . What other actions can I take. Because they're own rep specifically told me everything was good to go. I mean I have screen shots of there rep telling me multiple accounts did not matter. Even if they don't respond. I want to escalate the matter further

Dear GrimMevilL,

I have repeatedly tried to contact Slot Madness Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo