Slot Madness Casino - Player wrongly accused by casino of breaking rules.

opened the one and only account during the hollidays redeemed a free chip, won the wager, passed verification and sent my 10$ deposit.

At first they told me I had redeemed more than one free chip wich is false and when they realised this they changed their reason to I apparently have multiple accounts wich I don't.

Dear ericfiorezollo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

• If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

No I live alone and have lived here for many years now. No one opened an other account in my name i'm 100% sure.

Thank you very much, ericfiorezollo, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, ericfiorezollo,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slot Madness Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Slot Madness Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated? Will the casino refund his deposit if it has not been used yet or it has not been refunded yet?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Greetings all,

I had a chance to review the situation and the answers are both correct ericfiorezollo, you had a previous account with free chips and no deposit history then you opened another account, cashed a free chip with no deposit history and won on it so the requested withdrawal was denied. Per the terms and conditions of the casino only one account per player/household is allowed and only one free chip is valid between cash deposit/play sessions. Your account validation deposit has been refunded.

Hopefully this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slot Madness

Thank you for your explanation and supporting data, Nick and Slot Madness.

Dear ericfiorezollo,

Nick's claims and the casino's decision were fully substantiated with the relevant evidence.

There was another account you created a significant time before the disputed account was registered (the same basic personal information but a different email/phone number/address was used), where a no-deposit bonus was used. It is possible that the casino would have been able to reconsider its decision if you first made a deposit to the disputed account, and then claimed and used the no-deposit bonus in question. But, you made only a verification deposit after you accumulated winnings from the no-deposit bonus. So, you used at least 2 consecutive no-deposit bonuses without making a deposit between them. Therefore, it would not be possible to withdraw anything from your disputed winnings collected in this way, because they are invalid.

It is the players' obligation to read the terms and conditions before accepting them. Moreover, we are talking about no-deposit bonuses and free money. The casinos can limit this free money as they see fit unless it is not against our Fair Gambling Codex. The ideal case would be if casinos enforce their rules by software. But, currently, it is not an industry standard, so we are able to accept such procedures. In addition, it is understandable that no casino just gives their players only free money until they win so they can withdraw their winnings. If it was allowed, it would not make sense for online casinos to offer their services/no-deposit bonuses at all.

So we are talking about multiple violations of the casino's Terms and Conditions - more than 1 account registered at the casino, and at least 2 consecutive no-deposit bonuses used without making a deposit.

If the circumstances were a bit different (only winnings from real money solely, or there were not so many altered details in your casino account profile), maybe we could do something. But in case of a breach of the casino's bonus rules, while the disputed winnings were accumulated only with a no-deposit bonus that you were basically not eligible for, there is nothing we can do.

The questions are as follows:

Do you please know about the rules in the casino's Terms and Conditions that prohibit more than 1 no-deposit bonus without making a deposit? Did you know about another existing account you registered at the casino in the past or you forgot about it?

Can you please confirm that your deposit was refunded successfully?

Dear ericfiorezollo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

No thankyou for trying. I swear I never opened an other account and only one no deposit bonus was ever redeemed. The other bonus code I tried First was expired so never redeemed

Dear ericfiorezollo,

But the data confirms at least 2 accounts. As for the no-deposit bonuses used - it is considered consecutive no-deposit bonuses used because there was a no-deposit bonus used in your first/previous casino account.

Unfortunately, based on the above-explained, I am forced to close the complaint as unjustified.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Nick and Slot Madness, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru