The player from Germany had encountered issues when he tried to withdraw his winnings of 1956 euros from Slothunter Casino. After he wagered his bonus and attempted to withdraw, the casino deactivated his account for unspecified internal reasons while retaining both the deposit and winnings. The player had not verified his account before the issue occurred. After we initiated communication with the casino, they asked the player to provide proof of deposit. The casino had previously informed the player about the account closure 10 days prior. Following our intervention and the player's cooperation with the casino's requests, the issue had been successfully resolved and the player had received his winnings.
SlotHunter Casino - Player's account has been closed without a valid explanation.
Amount: €1,956
SlotHunter Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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10 months ago
Translation
I played at https://www.slothunter.com/de.
After I wagered my bonus, I wanted to withdraw my winnings amounting to 1956 euros.
The next day, when I attempted to log in, my account had been deactivated. When I asked in Live Chat, I was simply told that it was an internal decision of the casino.
Funnily enough, they allowed me to deposit and play, but as soon as I wanted to withdraw, they spontaneously decided to close my account and retain both my deposit as well as my winnings.
I used a slot that was allowed in the bonus conditions, as well as a bet size of 4.5, and I wagered my entire bonus.
It is an absolute outrage
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10 months ago
Hello plars785,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SlotHunter Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus did you use to accumulate your winnings? When was the last time you spoke to the casino and what was it about? Did they specify the exact reason of their decision?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
No, my account was not verified, I uploaded all the documents but was then blocked. The casino welcome bonus. About 10 days ago I wrote to the live chat and was only told that due to internal decisions my account was closed
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9 months ago
Hello plars785,
Did you receive any explanation from the casino? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?
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9 months ago
Translation
I just forwarded an email congratulating me on my win. Otherwise there was only an exchange via the live chat about why my account was deactivated and all they said was:
"The account was closed by an internal decision and the live chat is sorry, the person cannot say anything more," after which the chat was closed
No more communication was allowed.
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9 months ago
Thank you plars785 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello there,
Thank you plars785 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask SlotHunter Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.
Thank you!
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9 months ago
Hello Casino Guru team and plars785,
This message is for the player's reference:
We would like to know via which communication channel you have been contacting us. As for everything else, our support team will email you.
We want to remind you that we take the fair use of our bonus offers seriously. Any abuse of the bonus offers will not be tolerated.
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9 months ago
Translation
Hello, I deposited 100 euros via Jeton and took advantage of the casino welcome bonus and played in the slot hotline and won money. How is this an abuse if I just play in your casino?
I was told in live chat that my account was closed after I asked why I couldn't log in.
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9 months ago
Good day,
We have been in correspondence with the player (plars785) regarding the proof of deposit required to facilitate the withdrawal of funds. The reason for closure was provided 10 days ago.
At this juncture, we are eagerly awaiting the player's response to our support team's email. The cooperation in providing the requested information will enable us to expedite the resolution process.
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8 months ago
Dear plars785,
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.
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8 months ago
Translation
I have received my prize and would like to thank everyone involved very much.
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8 months ago
Dear plars785,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
