Sloterra Casino - Player's winnings are being confiscated due to account issues.

On 4th September 2024, I won $6602.50 with Sloterra. 

I submitted all the required documents, including:

- My passport.

- Proof of address.

- My Canadian driver's license and Work Visa as proof of residence.

Despite completing the verification process and providing all requested documents, the casino has refused to release my winnings, stating that I am a citizen of Ukraine, and according to their terms and conditions, citizens of Ukraine are not allowed to play. However at the time that I signed up, the casino's terms and conditions specifically mentioned that residents of Ukraine are prohibited, not citizens. This is a significant distinction, as I am not a resident of Ukraine, but a legal resident of Canada.

I currently live and work in Canada under a valid Canadian Work Visa. This visa allows me to legally reside and work in Canada, and as a result, I have access to financial services, including banking, in the country. I have provided proof of this residency through my Canadian driver’s license and Work Visa, which are both recognized by Canadian authorities. My residence and financial activities are fully compliant with Canadian law, and I am treated as a legal resident for all purposes.

The casino's email response stated that my work permit shows I am a temporary visitor and listed a Ukrainian address as my primary residence. Furthermore, they claimed that refugee or temporary protection visas are not valid under their Anti-Money Laundering (AML) and KYC policies. However, this contradicts my legal status in Canada, which permits me to reside, work, and use financial services in the country. The Ukrainian address they refer to is outdated and no longer relevant to my current living situation.

The casino has since modified their terms and conditions to include a prohibition on citizens of Ukraine, not just residents. This change was made after my win, making it clear that they are attempting to apply this revised rule retroactively to avoid paying out my winnings. I have a screenshot available of the original term relevant to my signup with them. 

It is clear that I have fully complied with the casino's verification process and provided documentation that proves my legal residence in Canada. Their decision to withhold my winnings based on citizenship rather than residency, as stated in their own terms and conditions, is an unfair and arbitrary interpretation of their own terms.

Dear mariiao,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

What country did you select in the registration form when you opened your account at the casino?

Did you create your casino account while already residing in Canada, or did you register it from Ukraine?

Have you ever accessed your casino account from Ukraine?

Could you kindly specify the address you provided in your casino profile when submitting your information?

Please forward all communication between you and the casino regarding the closure of your account based on your citizenship to veronika.l@casino.guru.

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

Best regards

Veronika

email chain forwarded to you as requested