Can't login to Casino after big win!

I won about 2400 euros about a week ago at SlotMonster casino. After playing away a bit, I tried to make a withdrawal of the remaining 2100 euros, of which I encountered a technical problem and chose to multiply again the following day, so I therefore logged out of the casino.

The next day when I tried to log in via phone number and code, the login also requests my email address, which is linked to the account, after which it says that the email address already exists. When I continue to log in, I panic a bit and then enter another email address that I have and then a new account is opened where I have 0 kroner in the account.

After help with the live support, this account is deleted and now when I try to log in again, with just the number and code, the login just leads to a white screen. So it didn't work.

I have been in contact with live support, emailed, sent dozens of screenshots and even videos of when I try to log in and their advice leads nowhere. It's now been a week and I still can't log in and via email and live support they just ask me to wait until the technical team manages to fix the problem.

Is this a reason to file a complaint through Casino Guru or should I give SlotMonster more time to try to resolve the issue?

Hello. I can see that the casino is really willing to solve this issue of yours. Could it be some kind of technical issue you are experiencing, or is it an issue on the casino site?

I would recommend waiting until the casino is able to fix it out, and, of course, if you see that it is going nowhere, we are always here, ready to step in if needed. So, please keep us informed and update us with any new relevant information.

Yeah they have been good at responding to my emails and tried to answer my question to the best of their abilities so it might be wise to give them some time, for now at least.

I think it's a problem mostly on my end which to my knowledge I'm unable to fix myself. I have never experienced anything like this before and I have never experienced a casino unable to fix a technical issue for this duration of time.

So I guess the timing with my big win and the technical issue is a bit weird, the first time that's ever happened for my during my 5+ years of online playing in over 100+ different casinos.

Well see what happens now, I'll be in contact with them at the end of this week and hope for advancement. Being a new casino since February of this year does give me some suspicion that they're struggling on some end which directly affects me!

Also, being a new casino, they should put more effort into trying to fic things or issues, as in your case, so they will be able to build up their name. Don't you think so? I surely do.😉

Anyway, please keep us informed, and if needed, our complaint team will be glad to help you out and intervene. Even though I really hope it won't be necessary.🤞

Yeah I sure hope so, it's for their own reputation of course. But you can never be to careful or to naive when it comes to business trying to make money on your participation, it's by no means a charity organisation these casinos are running!

Thanks for your respons anyhow ☺️

Hello Romi! Today I wrote 2 reviews (Kent casino and Gama casino)! Tell me why they were rejected? In addition, in the notifications I saw that my 2 previous reviews were also deleted (these reviews were posted after providing you with evidence that I am a real player in these casinos)!

I am a real player and am ready to provide screenshots from my personal accounts in these casinos!!! It seems like you don’t post honest reviews from players..... I’m dissatisfied with the current situation (I’m talking about deleting reviews)!!!! Please explain why you did this?

That is why it's really important to see online gambling as a hobby you pay for and nothing else, right?😉

Let us know whenever you have any news from the casino, please.

Hello. I am really sorry about this mistake. Let me fix it right away, please. Yes, you are right; we did receive the screenshots from you, and there was a mistake made when reviewing. I hope it won't happen again.🙏

everything is fine now, thanks!

I am glad that it could be fixed ASAP. We are really sorry about this mistake. I wish you a great day.🙂

I opened an account with slotmonster and was surprised to learn that I could make a deposit as I have a gambling block on my card. What they do is use off shore random company’s such as school courses or ticket selling companies which miscode transactions. They don’t have a uk gambling licence and as they are based in Costa Rica, there is no protection for players. Be careful with your card details! After depositing €150, I immediately emailed them to close my account and self exclude me. Thinking it was done as their terms state it will be done immediately, was harassed by loads of marketing material which triggered my old gambling addiction and 5 days later I made several deposits to again random companies in France and ended up €3000 down. Rent is due soon and I’m done! Contacted live chat in the end and made a complaint to which they acknowledged finding my email and said they understood and I will get an email. Nothing for days. They did block my vpn which also said that the site is not available in my jurisdiction (uk) of course, they need a uk gambling licence and shouldn’t accept uk players. Lots of money laundering and no protection so stay away from this site. I’m contacting the fraud department of my bank!

Hello. I am really sorry about this situation. Our data team is still reviewing this casino, but to tell you the truth, it doesn't look well. Its safety index for now is only 4.4, which is bad.🤷‍♀️

I would like to recommend that you file a complaint here with our team, which is free of charge, of course. They will surely try to help you with the issue you are experiencing with this casino. Please follow this link to submit a complaint if you wish. Surely let us know if you need any assistance, we'll wait for your reply.

Hey again, I sent an email to Slotmonster 5 days ago asking about the current situation with the issue and they haven't responded to that email.

Ater talking with live support yet again they just say the same thing, "the technical team is working on it and will inform you as soon as possible" etc. So at the end of this week it's been 4 weeks without any progress whatsoever, and frankly I now feel like they're not aiming to ever fix the problem but instead just postpone it to withhold me from using my account and to make withdrawals of my victories!

In my book this is totally unacceptable! Any serious casino should be able to fix a problem like this in under 4 weeks. I now wonder if it's time for you guys to step in to assist in the process and if so, should I inform the casino about it?

Best regards

Thank you for the update, and I am sorry that the issue is still persisting.

I would recommend you file a complaint here with our team, and hopefully they will be able to sort it out. Just use this link to do so, please.

There is no need to inform the casino about anything; if our complaint team needs to contact them, they will do so when processing your case, and you will be informed about everything.

If you need any assistance, please let us know. I will keep my fingers crossed for you to get the best resolution to your case.🤞

Okay thanks, I'll give them till the end of this week and then I'll file a complaint!

Thanks for your respons

No problem at all. We are always glad if we can help somehow. Please make sure to keep us all informed.

Hello,

You considered my complaint to be fully processed and Slottimonsteri.com to have functioned correctly.

I'm a little surprised how you came to your conclusion, because the casino itself added a reload bonus to my information without my permission (about 8 hours after I made a deposit!). I had never requested a bonus and it was not offered to me. The bonus in question was certainly not part of any campaign, as you have incorrectly referred to in your answer.

While playing, I also did not notice that the bonus had been activated for me. There was no message of any kind (e.g. email) that the bonus had been granted to me. The bonus also did not appear in my game account in such a way that I would have seen a change in the balance on my account.

Their bonus terms and conditions state that a player can be OFFERED a bonus. In my opinion, an OFFER always needs APPROVAL. I have not given such approval, but they have subsequently manually and probably deliberately added the alleged bonus to my information so that they would avoid paying out a larger winning.

It seems to me that my case has not been investigated enough. It also surprises me that you consider this fraudulent casino to have acted correctly.

Best regards,

Disappointed user of your service

Hello,

I understand your concern, but it would be best to use this post as a way of reopening a complaint request instead. Since the forum serves a different purpose, we are unable to request anything on your behalf.

Can you again access your complaint again 👈 and request the reopening by explaining all you just posted here, please?

My personal opinion is that this part of the summary makes perfect sense, especially when you play in a casino with a brutally low Safety Index 👈:

"we strongly recommend players carefully review their balance and associated terms before wagering. If you did not wish to play with the bonus, it would have been necessary to cancel it before starting to wager.

Unfortunately, since you played with the bonus and exceeded the maximum bet limit specified in the casino’s terms and conditions, we are unable to assist you further with this matter. As such, this complaint will now be closed."

A casino with such "qualities" should not be considered a good place to play if you are not ready to double check every single term and bonus. Perhaps this guide might help you a bit:

https://casino.guru/fair-gambling-codex-for-players#tips-for-other-casinos

"To sum it up, pay attention to all rules and follow them closely. Ideally, take screenshots of relevant information such as T&Cs, bonus T&Cs, chat transcripts, emails from the casino, etc., which may come in handy if you get mistreated by the casino and wish to file a complaint. Of course, the best thing to do is to find a better casino and play there instead."

Having a very similar problem to what you've experienced. Can no longer access my account after getting a huge win of 93k euros, I managed to withdraw 4k before not being able to login anymore.

Hello, congratulations on your huge win!

I’m sorry to hear this. Casinos like this one are very risky, so I truly hope they plan to pay out eventually.

You probably can't see its Safety Index, can you?

https://casino.guru/slotmonster-casino-review#tab=js-tab-reputation 👈

To be fair, though, when someone wins such a significant amount, many casinos conduct a thorough check to rule out possible bugs or terms breaches, which include temporary account blocks. While it's difficult to confirm if this is currently occurring, a reputable casino would undoubtedly notify the player to prevent any doubts.

This probably hasn't happened yet for you. In other words, have you got any kinds of instructions or details about what to expect?