SlotsGem Casino - general discussion (page 2)

I wanted to share my current experience with SlotsGem.

I opened an account and played there for several days. I made multiple deposits totaling around SEK 13,000, and there were no issues whatsoever while I was depositing and playing.

I then won and requested a €1,400 withdrawal, with approximately another €200 remaining in my balance.

Shortly after requesting the withdrawal, my account was suddenly closed. Support claimed that I had a previously closed duplicate account.

I am absolutely certain that I have never had another account or played at SlotsGem before. I strongly dispute their claim.

What concerns me most is the timing: there were no problems while I was making multiple deposits, but as soon as I requested a withdrawal, my account was closed because of this alleged duplicate account.

My €1,400 withdrawal is currently still showing as pending approval, and LiveChat says it is waiting in the Finance Department's queue.

I have also submitted a complaint to Casino Guru and am waiting for it to be reviewed.

Has anyone experienced something similar with SlotsGem, and did you eventually receive your withdrawal?

Hello, and thank you for sharing.

Even though I cannot speak on behalf of other players, I can confirm that the admins and complaint mediators are here to help. Hopefully, this situation will be resolved soon. I understand that for some unknown reason the casino is convinced that more than one account existed; in light of that, I'm sure the mediators will first of all aim for possible proof. I see that as the most important part of the complaint. Truth be told though, deposits are not equal to withdrawals so usualy the matches are found when the withdrawal takes place—that's when verification or checks are in place. Deposits are without checks since it's a deliberate action on the player's side, but I get when this confusion might come up; I really do.

Exactly. If I had previously created another account at SlotsGem, I would obviously be concerned about the outcome of the complaint.

But I’m not, because I know with certainty that I have never had another account there.

That’s why I’m completely comfortable with Casino Guru asking SlotsGem to provide whatever evidence they claim to have regarding this alleged duplicate account. I would actually like to see that evidence myself, because I genuinely have no idea what they are referring to.

That makes perfect sense to me, too. So, I recommend staying in touch to see what the casino can offer to back up its call, in this situation.

They tried to make an withdrawal they say, it was approved. Then i had an email saying the withdrawal had an error, npt like 24 hours later i received this email:

Greetings,

We are contacting you regarding your refund.

To process it, we kindly ask you to share your banking information using the format below:

Beneficiary name:

Beneficiary address:

Bank name:

Bank address:

SWIFT/BIC:

Account number in the following format:

Transit number:

Institution number:

Account number:

Please be informed that the full balance available for refund will be paid out as soon as all the required details have been provided.

Kindly include these details as text in your reply to this email.

Looking forward to hearing from you.

Best regards,

Casino Support Team

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I don't get it, how can it be "impossible" to make the payment to me, this must be an attempt to make them save money, i have no clue how much i deposited in total but the withdrawal is bigger than the total deposits.