Slots Charm Casino - Pelaajan voitot on takavarikoitu.

Had Winnings of €21.710.70 on 19/06/2025.. SlotsCharm accused me of bonus abuse and maxbet violation which apparently occurred on 21/06/2025 but the confiscation didn't take place until 27/06/2025 when I attempted to make a withdrawal.. At this time the bonus was inactive and SlotsCharm has confirmed that no violation occurred on 19/06/2025.. I have constantly disputed the accusation but they refused to listen.. I had received a payment from them of €3.706 which was for deposit refund, even though they claim in Terms and Conditions they don't refund deposits!!.. They then states it was for confiscated Winnings, which doesn't add up.. There has been numerous discrepancies throughout this process which I can provide proof of as I have every email sent/recieved since this began.. On 02/09 a payment of €3.706 was allegedly sent to my debit card but wasn't received, it was to take upto 15 business days to clear and to this day it still hasn't been received (23/11/2025).. Now after all this time the reason they can't do anything as they are waiting on certain Bank Codes to locate payment.. I provided bank statements showing payment hadn't been credited to my Bank Account.. Probably due to the fact that they haven't actually released payment..

I offered a compromise to them, I was happy to accept the sum of €10.000 just to put an end to this matter, I'm not a greedy person and was more than happy with my offer if accepted.. Now all my emails are being ignored, I can use Live Chat session's which I have but don't expect the messages to be forwarded..I've attempted all I can but they won't co-operate.. I have informed SlotsCharm that I will take Legal Action but hopefully you can help..

I've also closed my account with them due to a gambling addiction which they were informed of, they don't appear to have any issues with me reopening it even knowing this.. I've discovered that they have sister site's which I can open an account with these details being known.. I really hope you can help me to get back what I rightly won..

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Dear Freaky33,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Slotcharm .

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you breached the max bet at this casino, please?
• Do you have an access to your game history, please? If so, could you please share it with me?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

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

Best regards,

Katarina

Dear Freaky33,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

Hi.. Thanks for getting in touch.. I don't know what happened to the replies I sent to you..

I have attempted to get my game history in SlotsCharm but there is nothing available, I was also able to reopen my account with them despite them knowing about my gambling addiction.. Regarding the MAXBET violation, I explained in the 1st message that as far as I knew I didn't breach this.. The alleged violation occurred on 21-23/06 but the confiscation didn't take place until 27/06, even though they claim breaches are immediately flagged up.. I've attached a few screenshot of emails etc.. Hopefully you receive them this time

Dear Freaky33,

Thank you for your emails, which I have received. Please note that they were incorrectly routed to my spam folder.

In addition, could you please provide me with a copy of your self-exclusion request?

Could you also forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi

It's going to take me a while to go through all emails as there is 1000 approximately.. But I will do this as soon as I can..

Dear Freaky33,

have you found any evidence related to this case, please?

Kindly forward it to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hi

I've been unable to get my game history as there is no information showing.. I've added call logs to SlotsCharm and also screenshot with proof of them reopening my account after knowing about my addiction and if you can let me know what other info you need

Apologies this screenshot was missed from previous reply.. It is showing my account with SlotsCharm was blocked and the 1 show it being reopened was in previous

Dear Freaky33,

thank you for your email and patience during this busy holiday season.

• Do I understand correctly that your account is still open and active?
• Are you able to make deposits?
• Could you please share a link to the bonus you have used in this casino?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Best regards,

Katarina

Hi.. My account was closed.. Firstly by SlotsCharm due to stress caused by this issue.. I had no problems reopening it, I closed it due to addiction which I told SlotsCharm about, I was able to reopen it without any questions.. I haven't attempted any deposits as I've blocked the payment method through my debit card.. I will try and locate the bonus details.. Have I given you enough details regarding the alleged violation?.. There is 1 screenshot that SlotsCharm state that due to rules & privacy laws they can't provide any proof of the violation.. There's numerous emails that

contradict each other. How do you think this case will go?

Just contacted SlotsCharm and got bonus details.. Screenshot attached

Hello Freaky33,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Freaky33,

thank you for your message and email.

I have reviewed your previous email communication with Slots Charm Casino, but I was unable to locate the self-exclusion email among the correspondence.

Could you please share the self-exclusion email with me at your convenience? I would appreciate it if you could send it to this email address katarina.d@casino.guru.

Kindly notify me in this thread once the email has been sent.

Thank you for your cooperation.

Looking forward to your reply,

Katarina

Dear Freaky33,

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.

Hi.. I am a bit confused as your message says the case is resolved... Can you update me on this please... I've did send screenshots to your email

Donna

Dear Freaky33,

thank you for your reply and email.

The complaint is still open and the investigation is ongoing.

After reviewing the conversations with the casino that you kindly shared, could you please confirm whether you have received the relevant deposits?

Additionally, have you checked all bank accounts that were used in connection with this casino?

If not received, please provide your bank statements covering the period from September 2025 to the present date.

Looking forward to your reply,

Katarina

I received 1 payment in August, but still not received the 1 paid out on 02/09/2025.. I'm not able to add bank statement at the moment but will do it this afternoon.. Have you had any response from SlotsCharm?

Dear Freaky33,

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, Matej (matej.l@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,

Katarina

Hello Freaky33, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the confiscated winnings. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Slots Charm Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings were confiscated? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you. SlotsCharm has claimed that they want proof from my bank that the payments weren't received, they want either a headed letter or email. As I've previously provided the bank statements shouldn't this be enough to prove no payments reached me?

Dear Freaky33, since in this day and age doctoring a PDF document is quite easy, I quite understand casino's cautionary approach. Would you be able to get such a confirmation from your bank and send it to them?

Hi

Ok, I didn't know that.. SlotsCharm had no issue's accepting the same type of document when identification process was completed.. I've since discovered that SlotsCharm have used the transaction code's of the 1st refund, I'm still waiting on SlotsCharm to release 3 payments that were issued to invalid card's which they had been previously informed that payments would not be possible to them.. I've already sent you these details.. SlotsCharm constantly ignore the emails questioning this.. The refund of €10.000 as shown in email from SlotsCharm has only had payment in August 2025.. Is there any response from SlotsCharm?.

That does look weird on their part. Unfortunately, so far I had no response from the casino representative, so I don't have any explanation from them. However, I will try to pursue every contact I can find, and hopefully getting some responses eventually. I will let you know once/if I manage to get a hold of anyone.

That doesn't sound very promising, is it possible that there's nothing that you can do about this issue?.. I've been fighting this since 06/2025 and won't give up.. I know that I hadn't breached any of SlotsCharm terms and conditions as they claimed.. It wasn't until I attempted to make a withdrawal that this began..

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.

I was under the impression that Casino Guru would be able to help me get a result with this issue.. I'm a bit disappointed that you are only giving this 7 day's, have I been misled with this?

Dear Freaky33, I am a mediator, not a police or judicial enforcer. If the casino doesn't want to cooperate with us, I have no legal way to force them. I can only try to establish contact and mediate whole situation. This, however, requires casino's cooperation. If they don't talk to us, not much I can do, except advising you next best steps to take. However, since Slots Charm Casino operates without a license, there is not much even official legal body can do.

As I mentioned before, I do my best to get in touch with someone from within the casino, but if this first step fails, it renders all the rest of our procedures impossible to follow.

Dear Freaky33, I have received response from the casino:

Hello,

Thank you for contacting our support team!

Unfortunately, you are contacting our support team via email which is not registered in our system. We kindly ask you to provide the phone number or email address that was registered with your account. Unfortuantely from our side we are unable to contact any kind of third-parties exept our customers. 

If you have more questions - come back to us and we will help!

Best wishes,

SlotsCharm Casino

From my experience, this kind of response is typical for casinos that will not cooperate, and use this kind of messaging to avoid dealing with mediators and lawyers. There is still 1 day left before the timer runs out, but to save you time and additional stress, I will close the complaint now.

I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. Since the casino has no licence, there is nowhere else I can refer you to, as no lawyer or judicial system will be engaging in a legal dispute with them. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej