Hello, mariiao,
I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, in the meantime, while we will wait for the casino's response, can you please provide me with the following:
- Do you have the same screenshot with the previous version of the casino's rules as you provided to my colleague via email earlier, but with the date and time visible in the screenshot? Or, can you somehow prove when exactly the screenshot was made?
- A short video of you taken in front of your physical address in Canada (the building with its number/the door behind you), the address stated in your Driver's License, if possible
Please send the information/details and the recording, or information if there is any problem with providing the requested, to my email address (branislav.b@casino.guru), not here for now.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Sloterra Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have the disputed winnings been confiscated or does the casino plan to pay them out?
The casino's customer support claimed to the player "However, your driver's license is not a proof of residency in another country." - What does her Canadian physical address on an official ID mean, please? In addition, although her work permit is temporary, it is valid until 1/2026.
Does the casino require information about players' citizenship during the registration? If not and the casino closes accounts due to it - why not?
Since it is easy for the casino to check it in its system - can you please confirm that the player accessed the casino website only from Canada (Canadian IP)? Or, is the casino able to prove that the user accessed it from a different country and/or used a VPN to hide her actual location?
When exactly did the player register at the casino, and what was the exact version of the applied rule at the time she registered and accepted the casino's Terms and Conditions? If the casino's rules were changed in the meantime, after the user's registration, how was she informed about the changes?
Why would the casino restrict any player from the casino based on their citizenship? It makes no sense, and I could not find it anywhere in the casino account profile at all.
What country should she have filled in if she currently lives in Canada?
If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Hello, mariiao,
I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, in the meantime, while we will wait for the casino's response, can you please provide me with the following:
- Do you have the same screenshot with the previous version of the casino's rules as you provided to my colleague via email earlier, but with the date and time visible in the screenshot? Or, can you somehow prove when exactly the screenshot was made?
- A short video of you taken in front of your physical address in Canada (the building with its number/the door behind you), the address stated in your Driver's License, if possible
Please send the information/details and the recording, or information if there is any problem with providing the requested, to my email address (branislav.b@casino.guru), not here for now.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Sloterra Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have the disputed winnings been confiscated or does the casino plan to pay them out?
The casino's customer support claimed to the player "However, your driver's license is not a proof of residency in another country." - What does her Canadian physical address on an official ID mean, please? In addition, although her work permit is temporary, it is valid until 1/2026.
Does the casino require information about players' citizenship during the registration? If not and the casino closes accounts due to it - why not?
Since it is easy for the casino to check it in its system - can you please confirm that the player accessed the casino website only from Canada (Canadian IP)? Or, is the casino able to prove that the user accessed it from a different country and/or used a VPN to hide her actual location?
When exactly did the player register at the casino, and what was the exact version of the applied rule at the time she registered and accepted the casino's Terms and Conditions? If the casino's rules were changed in the meantime, after the user's registration, how was she informed about the changes?
Why would the casino restrict any player from the casino based on their citizenship? It makes no sense, and I could not find it anywhere in the casino account profile at all.
What country should she have filled in if she currently lives in Canada?
If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Edited by a Casino Guru admin