Slot Heist Casino - Player’s withdrawal has been canceled over duplicate account accusations.

They are not honoring my withdrawal and canceled accusing me of multiple accounts because of the same name I only have the one account that has been kyc they told me I have to email them from the account I want deleted but that is impossible since the email that’s registered with the duplicate account is not mine

Dear mattj4132,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slot Heist Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Do I understand correctly the casino accused you of opening multiple accounts based on identical personal information?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Slots and the only thing they are basing it on is the same name Matthew J***** that’s all and have emailed them and no reply and live chat just ends and cut me off

I asked them how they can prove it is mine or for supporting evidence and all they say is the name give me the username if the duplicate and say this is your duplicate account and they told the email it was registered under and it sounds Chinese

Please send me any relevant interaction between you and the casino in the form of chat transcripts, screenshots, or emails you have saved regarding the issue. Send it to my email at tomas@casino.guru

I have emailed my KYC documents emails and the one dealing with issue that gave never responded to

Thank you very much, mattj4132, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you mattj4132 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slot Heist Casino for their help in resolving this complaint. We would like to ask if you could provide any evidence of multiple accounts to my email. (peter.c@casino.guru)

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter