The player from Germany is complaining about unauthorized bets placed in her account. We ended up rejecting the complaint because it was not justified.
Slot10 Casino - Player’s balance has disappeared.
Amount: €1,190
Slot10 Casino
Safety Index:Very lowSafety Index
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1.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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4 years ago
Translation
Allegedly, after waiting about three weeks for the € 1200 payout, I would have canceled the payout and gambled away the money within 4 minutes in two phases of 2 minutes each. I would have played in the game Book Of Dead with a stake of € 15 above that there is a betting list. But unfortunately there is no suitable game list that should be in the game Book Of Dead, but it doesn't exist because I didn't play. But the hammer comes now I have allegedly won 5 times € 10 and once € 110 and that with a € 15 stake, which is impossible according to the game because you can either € 7.50 the smallest win or the next higher profit with € 15 stake Win € 15 but not € 10 that doesn't exist with € 15 stake, I have screenshots where they claim that and the answers are no longer available and I don't know what to do next. Funnily enough, I left € 10 left, so I only gambled away € 1190 and meant € 10 ironically to me for bad days. As I said I didn't play what can I do? Mfg Dana
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4 years ago
Dear Dana,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account is still accessible? If there’s any relevant communication between you and the casino, please forward it together with your game history to petronela.k@casino.guru.
Could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members has gained an authorized access to your device, hence, to your account?
Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.
Best regards,
Petronela
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4 years ago
Translation
Hello yes, I still have access to the account, but there is no conservation between me and the casino, or rather I write and there is no answer. Apart from me, nobody knows the password, so no other person has access to it. My question is can you win € 10 with a stake of € 15 like the one in the betting list? It would be nice if you answered me!
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4 years ago
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There is only a very short game history there are only 7 games that I made myself afterwards on it, the 96 games with 15 € stake are not on it but I will send you the game story and the course of the betting but that will be a bit difficult because it is high file amount I will have to send it in several sections. Mfg Dana
Ps. I have sent the game list and the betting history to petronela.k@casino.guru
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4 years ago
Thank you very much, Dana, for forwarding your game history. One last thig please, would you help me to put together a timeline?
- 29th of June: a withdrawal of €1200 has been requested.
- Allegedly, withdrawal has been cancelled
- 21st of July: most of the active balance (€1190) has been lost (average bet of €15)
- 23rd and 29th of July and 5th of August: the rest of the active balance (€10) has been played (average bet €2)
Please correct any discrepancies.
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4 years ago
Translation
Hi first. On June 29th I requested a payment of € 1200. On July 20th I asked again what about the payout and it said technical problems like every time I asked that. A day later I checked again that it suddenly said that I had a € 10.15 credit which surprised me and I checked and then saw that my payment was canceled. I ask the live chat about why the payout was smeared and where the remaining money is, it took a while and then he replies to me, I would have canceled it myself yesterday and gambled away with 15 € stake, yes you saw the rest on the screenshots and . In the betting list on June 21st, 2020 there are exactly 96 spinners with a stake of 15 € per spin. During the course of the game I looked at the game serlber (Book of Death) and there wasn't a spin in it. On 07/23 I played 2 rotators with a 5 cents bet to see if and how long something stayed in the course of the game, it stopped and I made another 5 rotors with a 1 cents bet on 08/05 and the rotations of 07/23 and 08/05 are still there . My spins can be seen in the course of the game and in the course of the bet. But the 96 rotators from 07/21 are in the course of the bet but not in the course of the game. In the course of the game, every spinner is saved with a picture. But there is no suitable picture where you had a € 10 profit with a € 15 bet. (As far as I know you can't win € 10 with a € 15 bet, or ??? Either € 7.50 that is with Book of Death with a stake of 15 € the smallest profit and the next higher would be 15 €, please correct me if I'm wrong. Mfg dana
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4 years ago
Thank you very much, Dana, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Dana,
I'm taking over your complaint. I will contact the casino and see what can be done.
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4 years ago
Dear CasinoGuru Representatives,
We'll make additional check on customer's case.
More information will be provided by Friday.
Kind Regards,
SLOT10 Casino Team
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4 years ago
Dear Dana and CasinoGuru Representatives,
Thank you for inviting us into this forum thread.
We would like to share the following statement as per our records and cooperation with our AntiFraud Department.
Customer's initial withdrawal request was made on 29/06/2020 for the amount of 1 200 € and afterwards the withdrawal itself was cancelled by the customer.
As per our records in our system, customers betting activity is focused mainly on the casino, hence all of the deposited funds were played on the casino at SLOT10.com
Having this In mind, right after the withdrawal was cancelled by the customer's side, the remaining amount of funds were played and the outstanding amount is now 10 €.
Customer was already informed via couple of chat through our Customer Support, hence that's all the information we now have.
Hope the both sides will find this informative.
Kind Regards,
SLOT10 Casino Team
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4 years ago
Translation
I read the answer from the casino. Dear Peter, please ask the casino why there is no game list in Book of Death (not the betting history, but there is no game list). There must be a course of play for the course of the bet. And please ask the casino how I can win € 10 with a € 15 stake, because that's just not possible - you can win € 7.50 with a € 15 stake, this is the smallest win and the next higher win would be € 15, you can simply do not win € 10 with a stake of € 15. That is why there is no playlist - you can see that on the playlist with the picture of the win, but since there is no picture where you can win € 10 with a € 15 bet, there is of course no playlist either. Peter you can try to get a 10 € profit with 15 € stake yourself with fun money and you will see for yourself that it doesn't work. MfG Dana
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4 years ago
Hello Dana, I discussed the issue with a casino rep. According to him, you were able to win €10 because this depends on the line, the odds on the line, the bet and how many lines you played. I looked at the game history and from my point of view, it does look like the funds were staked and played away. I'm afraid there is nothing that can be done in this case. I wish I could be of more help.
Best regards,
Peter
