The player's winnings were confiscated for using a 3rd party deposit. The complaint was resolved as the player received a refund of the deposits.
SlotHunter Casino - The player's winnings were confiscated.
Amount: €60
SlotHunter Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Registered at the casino in May 2022 and made a small deposit (30EUR), lost. Deposited again in February, lost.
A total of about 200 euros paid in and "won" for the first time, a minimum amount of 30 euros became 60.
The casino refuses to pay out this minimum amount even though I answered a huge questionnaire about job etc. by email, "extended verification". The problem is that I used my wife's Paysafecard account for ONE of the deposits because she still had credit there and I don't have a Paysafecard account myself.
I sent the marriage certificate and all sorts of things to the casino unsolicited. Here in Switzerland it is legal (as in many other countries) so that spouses are jointly entitled to each other's assets and it makes no difference. I was not aware that this should be forbidden and I assured the casino that it would not happen again and just sent all the documents.
Unfortunately, despite all efforts, the casino refuses to pay out this minimum amount and has confiscated it. My statement that the 3 deposits from that day (3x 30 EUR) should be refunded to me was not answered. Neither does the casino return the deposits, nor does it pay out the mini amount. This decision was made by the "manager", further escalation by e-mail is unfortunately not possible.
Esteemed CasinoGuru team, I kindly ask for your very much appreciated mediation that a solution is found here with the casino and they make an exception to your rule and pay out the amount. The company "N1" is a large provider with countless casinos and I also use them regularly, have never had any problems with the company and just don't think it's fair to act like this here. It was a small mistake and it is the case here that you jointly own everything that concerns the accounts with your spouse. For me it is natural to use the woman's accounts and she also uses mine - that it violated the casino rules came as a surprise to me, since she is not just any acquaintance.
I think the casino can easily make a "goodwill" decision here given the small amount and that I'm in the red overall and leave with a warning or alternatively just refund the deposits from the day.
I am attaching transaction history and the email rejection plus the XXXXXXXL questions 🙂
thank you very much
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1 year ago
Hello hugbearli,
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 still active? When was the last time you spoke to the casino and what was it about?
Please note that using a 3rd party deposit is against the terms in almost every single online casino no matter what is your country of residence. Your wife may request for a refund from them as she is the owner of the payment method used but basically the casino is not obligate to refund anything due the breach of their terms.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
Yes, as I said, unfortunately I assumed that paying from your account would not be a problem, because everything is shared according to our law anyway. It was clear to me that you wouldn't use accounts/cards from friends, for example, but I wasn't aware that this would be such a big problem.
Such a large company with so much turnover could react in a much more customer-friendly way, especially with such a small amount and the negative balance. The fact that you then "take the opportunity" and don't pay out the money is simply not serious either, we all know there are many dubious casino providers who give reasons for this, but this large company shouldn't have to do that. It also makes no sense to let me answer a xxxxxxxl questionnaire if you don't intend to be accommodating anyway.
To your questions:
Yes, my account is active, just the withdrawal declined and the balance set to 0.
The last email with the casino was 3 days ago, I asked them to reconsider the decision and show Goodwil for something so small, in response I got the same snippet 1:1 the same as before (see attachment, these are above for visible to you? I don't see any but I attached them)
I really hope that you also find it unfair and that you manage to convince the casino to resolve this matter.
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1 year ago
Hello hugbearli,
You must make deposits only from a bank account, bank cards visa/mastercard, payment systems skrill/neteller or other payment methods that are registered in your OWN NAME. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and original deposit returned to the owner of the payment account. The company is not responsible for the lost funds deposited from third party accounts.
The last deposit made from the third party Paysafe account will be refunded, and your account will be closed temporarily in order to process the refund. Afterwards it will be reopened.
If you would like to make deposits with the use of Paysafe option, please create your personal account to your data.
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1 year ago
Hello hugbearli,
Unfortunately as you broke the casino terms we can do nothing and the casino has right to do as they did. I would recommend to find a different casino as they are not obligate to let you ever play again there.
Please always deposit with your own payment method to prevent such issues in the future.
Is there anything else we can assist you with? If not, the complaint will be closed.
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1 year ago
Translation
Hello Nick,
As mentioned at the beginning, I'm fine with the casino refunding the "unauthorized" payments. The casino rep offered that above, could you wait for that please?
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1 year ago
Dear SlotHunter Casino,
Can you please advise when can the player expect the refund of the deposits?
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1 year ago
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Thank you for letting me know!
According to support, the 4 payments should be refunded in the next few days, bank details were requested 🙂 However, I suspect that only 1 of the 4 will be refunded, even though I sent them all 4 Paysafecard transactions
I'm happy to let you know here next week when it's done, but I have doubts that the other 3 are yet to come
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1 year ago
Hello,
The player has only one finalized Paysafe deposit in our casino and its refund has been already processed.
This issue has been resolved.
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1 year ago
Hello hugbearli,
Can you please let us know once the payment arrives so we can move forward accordingly?
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1 year ago
Translation
Hello Nick,
yes, 1 of the 4 payments was refunded.
@Casino representative: I showed you in detail, including the transaction number, that there are a total of 4 Paysafe payments via my wife's account at your company. (N1)
There are other casinos (you have hundreds) but all from your company. Can you tell me how I can have this refunded or would you forward this internally to you?
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1 year ago
Good morning,
We confirm that the deposit made from a third-party account has already been refunded. We consider this issue resolved.
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1 year ago
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... Thank you for answering my question, very serious 🙁
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1 year ago
Dear hugbearli,
Sorry, we've missed your question.
Each casino operates independently, and we do not have control over their policies or operations.
However, if your concern is related to a different casino (not Slothunter), we recommend contacting their customer support team directly for assistance.
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1 year ago
Hello hugbearli,
We will be now closing the complaint as the issue related to this casino has been resolved.
Please be sure to contact each casino individually.
Do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.
Best regards,
Nick
