Slotastic Casino - Player’s account closed due to security violation.

Even though my identity verification was approved, I earned money with my personal account, which I deposited myself and did not use any bonus, and I wanted to withdraw my money. After 4 days, they said that my ID was not up to date and asked for documents. I sent a lot of documents, took photos many times, they closed my account because they said there was a security violation, no explanation, no violation. Nothing, I made a profit of $400, now it's gone and the money I deposited into the site is gone too.

Dear tunahncall,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate winnings in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 
• Did you deposit using Bitcoin, or other payment methods as well?

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

I have been a member of the casino for 1 month and at first I verified my account and then I invested in the site using LTC coin. I have never claimed or used a bonus in any of my investments, I have only used cashback once, and if the bonus is not requested for investment, you can request it from live support. I only played slot games, I did not participate in any other games. 03 I requested a withdrawal on 01/2024. I was asked for documents again on 03/04/2024. I sent the documents. 1 day later, I received information that my withdrawal request was rejected. They did not specify the reasons. Then, when I connected to live support and wanted to find out the reason, I was told that I had to send my documents once again. But I was told that I had to take new pictures, and when I logged into my account to take the new pictures as requested and send them to them via e-mail, I saw that the account had not been examined and passed the security check, and that the account had been permanently closed. I only had any information in my account, and there was no mistake in the documents I had sent. They can query the information wherever they want. I did not send false information, I was never told why I could not pass the security check, because they do not have any proof, I am a dual citizen, I have an ID in both the USA and Turkey, since I live in Florida, USA, I registered with my information there, I sent my ID, my driver's license, my personal photos, my bank statement and the car I bought. I even sent the license. My address, ID number, name and the picture of me holding them are clearly visible. I told live support that I did not have any documents left because they were constantly asking for new documents, and if there was no problem, I said that I only had my Turkish passport left and that I could send it. I did everything that was said and I still had my account. I get the answer that it is completely closed and will not be opened, and I cannot get any help or answer. I can also provide these to you, one by one, in the form of documents, if you request.

They are closing my personal account, which I constantly deposit money into, and it is said that it has not passed the security check. When I asked why the check didn't go through, they said they couldn't tell me about it and ignored me, they never contacted me, I requested to be called, sent an e-mail, wrote to live support, the only answer I got was that my account was closed and will never be opened again. They can't give me a real reason, I'm definitely not allowed to defend or explain, even video chat, the referral level, what does it mean with all my certificates, it didn't pass the security check, I'm a 41 year old man and all the skills I have are valid everywhere, I'm not a member of only this casino, there are a few different sites there too. I purchased confirmation with documents and withdrew money. Only this site is making excuses for not making the payment. There are other sites that I have subscribed to with the same documents and earned and withdrawn money. I can send them too.

In addition, you can also use this information, all of these are in the chat history of your support.

I became a member of Slotastic site a month ago and sent my documents. My account was approved and I contacted the live support team to confirm. I asked if my account was verified and now I can make deposits and withdrawals without any problems. Live support told me that my account was approved and I could deposit and withdraw money without any problems. I deposited money into the site many times and lost it. No problems so far. I made a profit on my last investment and requested to withdraw my winnings. After 4 days, my withdrawal request was rejected and account confirmation was requested again. I constantly sent documents and sent everything requested. It was permanently closed. Now what is my fault here? You may already be wondering "Is there a problem with my account? Can I invest and withdraw money?" I asked. Support gave me the OK. I lost my money 4-5 times. There were no problems. I won once. My account was closed. If this isn't scamming people, why is there a problem with my account verification? I get asked why they say it's okay and I'm forced to invest. This is weird.

Thanks for the detailed explanation.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear tunahncall,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.