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I opened an account and deposited €100. In return, I received a €100 bonus. When I successfully turned over this bonus with a profit and the account verification was still under process, I deposited an additional €200 to receive a €100 weekend bonus. Once my account verification process was completed after several days, during which I had to submit a phone bill and a recent photo of myself with my ID, I withdrew €998. However, the operator, Slotshammer, only returned €100 to my player account and arbitrarily deleted €898. The only explanation I received was a long extract from the terms and conditions, without any detailed clarification on what I supposedly did wrong. My gaming activities were normal and I even won. Also, I've never had another account on this site. At no point did I place contradictory bets or anything of that sort. The confiscation of €898 was also not explained. It simply seems random. If I had withdrawn €200, they would probably have deducted only €100 leaving me the remaining balance. This appears to be outright fraudulent. I need my money back. This amount means a lot to me and it was indeed a happy moment when I won after recent setbacks. 

The operator should return my € 898, which was unjustly removed from my account.

Ich habe ein Konto eröffnet und 100 € eingezahlt. Dafür habe ich einen Bonus von 100 € erhalten. Als dieser erfolgreich mit Gewinn umgesetzt war und die Verifizierung noch nicht abgeschlossen war, habe ich erneut 200 € eingezahlt, um einen Wochenendbonus von 100 € zu erhalten. Als meine Verifizierung dann nach mehreren Tagen endlich durchgeführt wurde und ich auch noch eine Telefonrechung und ein aktuelles Foto von mir mit meinem Ausweis nachreichen musste, habe ich 998 € ausgezahlt. Der Anbieter Slotshammer hat 100 € zurück auf mein Spielerkonto gegeben und 898 € einfach gelöscht. Als Erklärung gabs nur einen langen Auszug der AGBs ohne genaue Erklärung was ich nun genau angeblich falsche gemacht habe. Ich habe ganz normal gespielt und gewonnen. Ich hatte auch noch nie einen Account auf dieser Seite. Ich habe keine gegenteiligen Wetten oder sonstiges platziert. Der Betrag 898 € wurde ebenfalls nicht erklärt. Es scheint wahllos zu sein. Hätte ich nun 200 € ausgezahlt, hätten sie mir wohl nur 100 € abgezogen und ich hätte den Rest behalten dürfen. Das ist wirklich betrügerisch. Ich möchte mein Geld zurück haben. Das ist wirklich viel Geld für mich und ich hatte mich total gefreut endlich mal wieder was gewonnen zu haben, nachdem es zuletzt sowieso nicht gut für mich lief. 

Der Bedienende sollte mir meine 898 € zurückgeben, die er einfach von meinem Konto gelöscht hat.  

I opened an account and deposited €100. For this I received a bonus of €100. When this was successfully implemented with a profit and the verification was not yet completed, I deposited €200 again to receive a weekend bonus of €100. When my verification was finally carried out after several days and I also had to submit a telephone bill and a current photo of myself with my ID, I paid out €998. The provider Slotshammer gave €100 back to my player account and simply deleted €898. The only explanation was a long excerpt from the terms and conditions without a precise explanation of exactly what I supposedly did wrong. I played normally and won. I've never had an account on this site either. I haven't placed any contrary bets or anything. The amount of €898 was also not explained. It seems random. If I had paid out €200, they would probably only have deducted €100 from me and I would have been allowed to keep the rest. This is really fraudulent. I want my money back. That's really a lot of money for me and I was really happy to finally win something again after things weren't going well for me recently anyway.

The operator should give me back my € 898, which he simply deleted from my account.

Hello leonschmahl,

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

Could you please advise what games have you been playing? What kind of bets and in what sums did you do them? Would it be possible to forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear leonschmahl,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of leonschmahl. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Good day,

I probably can't upload anything anymore because the casino has blocked me. But I can look on my laptop to see if I took any screenshots. I bet normally. No counter bets or anything else. I was lucky in an international handball game. Germany versus Austria drew. I watched it live and was very happy when it worked. All winnings were simply deleted!

Guten Tag,

ich kann wahrscheinlich gar nichts mehr hochladen, weil mich das Casino gesperrt hat. Ich kann aber mal auf meinem Laptop suchen, ob ich Screenshots gemacht habe. Ich habe ganz normal gewetten. Keine Gegenwetten oder sonstiges. Ich hatte bei einem internationalen Handballspiel Glück. Deutschland gegen Österreich Unentschieden. Ich habe es live verfolgt und war sehr glücklich als es geklappt hat. Alle Gewinne wurden einfach gelöscht!

Dear leonschmahl, 

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards,

Nick