Slotella Casino - Player's winnings were confiscated

I joined Slotella some months ago. On the registration form I selected United Kingdom from the drop-down list of countries. I also entered a UK telephone number, which shows a UK flag along with the country code (+44). The website still has these options available even today (see picture below).

For a few months, they paid out my winnings. However, when I won €12,000 (from either my own deposit or a no-restriction cashback - I can't remember exactly), they requested KYC documents and following these they voided my entire balance. Their email included the following text:

"...When we check your account details, I am viewing that the country you are registered in is not selected United Kingdom.

Unfortunately, we do not accept players from the UK region as we are not included in UK regulations and licensing. For this reason, your pending withdrawals have been canceled and your account has been suspended..."

They also later stated that I had registered with the country Finland which is absolutely not true. As I said in my CasinoGuru review, there were so many serious technical issues with the casino (such as paying out my winnings to another customer), it would not surprise me if this was yet another glitch in their system.

When I appealed based on the above, they replied by email on 11 Feb 2023:

"We are sorry for the delay. As we said situation. Unfortunately, there is nothing we can do about it. We are sorry for this situation. Have a nice day." [sic]

In view of the fact that they accepted me as a customer when I registered with the UK country and details, I think it would have been fair if they paid out my €12,000 balance and then closed my account, but instead they voided the whole lot and I can no longer log in.

Dear dsp99RF,

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

First, I would like to emphasize that it is not acceptable to let players gamble if a casino knows that they are from a restricted country and then decide to confiscate the player's winnings. The whole article related to "Restricted Countries" can be found in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries.

I checked the casino website and accessed it using a VPN with a UK location. I was able to create an account as well, without any issues.

Could you please advise if at any point you used a VPN to access the website?

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,

Tomas

No, I did not use VPN at any time.

Thank you very much, dsp99RF, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 dsp99RF,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slotella Casino to join the conversation and participate in the resolution of this complaint.

Dear Slotella Casino,

Can you please clarify which country the player has registered from and if it is restricted?

Kind regards,

Adam

Dear dsp99RF,

There has been no response from the casino, I will contact them once more.

We would like to ask Slotella Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear dsp99RF,

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.

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 might 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.

In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru). I am sorry I could not be of more help on this occasion.

Kind regards,

Adam