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Hello

I made deposit 2000 EUR using cryptocurrency and received casino welcome bonus 4000 EUR

After that I started playing casino slot 20 HOT SUPER FRUITS and lost my real balance (2000 EUR). I still had my bonus balance (4000 EUR) and I played slot BAKERY BONANZA with a bet 4.80 EUR and after I completed wagering requirements x35 my balance was approximately 16 600 EUR.

I made withdraw request 1950 EUR , it was successful.

There were 14706.88 EUR still left on my balance.

Casino sent me email that I need to pass KYC verification and link.

I passed this verification and made another withdraw request.

Slots Don casino made Balance Deduction 14706.88 EUR. Whole balance was removed.

I did not received any emails from casino what is the reason for this.

Please help

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear JEVGENIJS2,

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

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

• Have you tried to ask the support for the reason of this deduction?
• Could you please provide the specific date on which confirmation of successful KYC verification was received?
• What date has your balance been deducted, please?

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

Have you tried to ask the support for the reason of this deduction?

no, not yet.

Could you please provide the specific date on which confirmation of successful KYC verification was received?

Oct 12 2025 approx. 3:30 PM.

What date has your balance been deducted, please?

Oct 14 2025 approx. 1:19 PM

Dear JEVGENIJS2,

thank you for your reply.

Do you have any screenshot of your account balance displaying the missing sum, please? Could you please share it here in the thread?

Could you please contact casino support and ask them about the reduction in your balance?

Do you have an access to your game history? Is the deduction visible there, please?

Looking forward to your reply.

Katarina

Do you have any screenshot of your account balance displaying the missing sum, please? Could you please share it here in the thread?

Do you have an access to your game history? Is the deduction visible there, please?

Could you please contact casino support and ask them about the reduction in your balance?

SlotsDon Casino support told me "bonus terms and conditions were breached. According to our policy, players residing in certain countries are not eligible to use or claim bonuses. Unfortunately, Latvia (your country of residence) is among the excluded regions."

However When I registered on 4 October 2025 , I carefully read bonus terms and conditions and Latvia was not in "Excluded list"

When I won large amount 16 600 EUR with a bonus, SlotsDon casino administration decided not to pay out winnings and added Latvia to "Excluded list" AFTERWARDS (after 4 October 2025).

SlotsDon Casino administration blame player (me) that I breached bonus terms and conditions, however this is NOT true.

SlotsDon Casino gave player bonus , and after player won, SlotsDon Casino deduct winnings 14706.88 EUR and give 200 EUR , this is total absurd.

I disagree with SlotsDon Casino decision, because casino manipulate with editing bonus terms and conditions on their website.

Dear JEVGENIJS2,

thank you for your reply.

Could you please 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

Dear JEVGENIJS2,

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 Katarina

I sent you emails, live chat transcripts, and any accompanying screenshots.

Please check.

Dear JEVGENIJS2

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, Peter (peter.c@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 there,

Thank you JEVGENIJS2 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Don Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

Dear JEVGENIJS2,

I have tried to contact the Slots Don Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Slots Don Casino. We received the following message:

Hello,

Thank you for the opportunity to clarify our position.

The balance deduction was not arbitrary and was not related to the size of the player’s win. Following a routine post-withdrawal review, it was confirmed that the welcome bonus had been used by a player whose country of residence is not eligible for bonus participation under our Bonus Terms. As a result, all winnings generated from the bonus balance were voided in accordance with the applicable rules.

The fact that the bonus was initially credited was the result of a technical oversight. However, this does not override the bonus eligibility restrictions, which clearly state that players from restricted jurisdictions are not allowed to claim or benefit from such promotions. In these cases, winnings derived from the bonus are not valid, even if wagering requirements are completed.

The player was able to successfully withdraw €1,950 prior to this review. The remaining balance of €14,706.88 originated exclusively from bonus play and was therefore removed. No real-money balance was confiscated.

We understand the player disagrees with this outcome, however the decision was made in line with our Terms and Conditions and standard compliance procedures. Based on the above, we consider the handling of this case to be correct.

Kind regards,

SlotsDon

Thank you for the update SlotsDon Casino representative. We believe that casinos should be configured to only give out bonuses to eligible players. Reasonable steps should be taken to prevent players from getting bonuses if they are not supposed to, and ideally these rules should be enforced via the casino software. If it is then determined that a player is not eligible to claim any bonuses, they can be restricted from doing so.

If the casino is not set up in this way, it should let players withdraw their winnings even if they have been allowed to use a bonus that they shouldn't have been able to claim. In other words, once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus (unless some other rules have been broken).

Casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. If the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out any winnings to the player.

I hope we will be able to come to a compromise in this matter. Thank you in advance for your reconsideration!

Hello,

Thank you for reopening the complaint and for allowing us to provide our explanations.

We agree that the ideal approach is for bonus eligibility rules to be enforced automatically by the casino software, and we are already working to strengthen these controls to avoid similar cases going forward.

That said, in this specific case the player’s country of residence falls under our bonus-ineligible jurisdictions as stated in our General Terms and our Bonus Terms. The welcome bonus was credited due to a technical oversight, but eligibility restrictions still apply.

Importantly, only the balance originating from bonus play was removed. The player was able to withdraw €1,950 successfully prior to the review, and no real-money balance was confiscated.

Based on the above, we consider the handling of this case to be in line with our published rules. 

Kind regards,

SlotsDon

Thank you for your explanation.

I would like to respectfully point out that if this issue arose as a result of a technical oversight on your side, then it would be appropriate for the company to take responsibility for that error. If the player was permitted to register and play despite existing safeguards that should have prevented access, it is reasonable to expect that any resulting winnings would also be honored.

Furthermore, had the player incurred losses while playing under the same circumstances, it is unlikely that those funds would have been refunded on the basis of jurisdictional restrictions. This has created a situation in which the player bore all of the risk, while the casino avoided any consequences.

In light of this, I hope that we may still be able to reach a fair and reasonable compromise.

Thank you in advance for your reconsideration.

Hello,

We appreciate the perspective you’ve shared and understand why this situation may appear problematic from the player’s point of view. However, we would like to clarify that the outcome of this case is not based on the size of the winnings, but on bonus eligibility rules that are clearly defined in our Terms and Conditions.

While the bonus was initially credited due to a system limitation, this does not override the fundamental requirement that promotions are only valid for players from eligible jurisdictions. This principle applies regardless of the final outcome of gameplay. Winnings generated from bonuses claimed by players who are not eligible under the applicable rules cannot be considered valid.

It is also important to note that the player successfully withdrew €1,950 prior to the review. The remaining balance originated exclusively from bonus play and did not include real-money funds. No deposited funds were confiscated.

We acknowledge that improvements on the technical side are always possible, and we continuously work on strengthening preventive measures. However, responsibility for complying with eligibility requirements ultimately remains with the player, as outlined in our General and Bonus Terms.

Based on the above, we believe the case was handled in accordance with our published rules and standard compliance procedures, and we respectfully maintain our position.

Kind regards,

SlotsDon

Dear Slots Don Casino, to reiterate, our stance, which can be found in our Fair Gambling Codex, is that casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. If the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out any winnings to the player.

If we can't come to a compromise in this matter, I will be forced to close the complaint as unresolved due to your actions being against our Fair Gambling Codex. This may negatively affect your rating and I would like to prevent this outcome. Let me know if there is anything else that can be done in this situation.

Thank you in advance for your reconsideration!

Hello,

Thank you for clarifying your position. While we maintain our stance and terms, we would like to confirm that we have contacted the player directly and made a concrete goodwill settlement proposal in an effort to resolve this matter amicably.

Our intention is to reach a fair conclusion without setting a general precedent, and we are awaiting the player’s response.

We will update the thread once the discussion is concluded.

Kind regards,

SlotsDon

Thank you for the positive update Slots Don Casino representative.

Dear JEVGENIJS2, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Withdrawal has been successful

Thank you

Can close complaint

Dear JEVGENIJS2,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter