Slotimo Casino - Player's account blocked after withdrawal request.

Hello, the casino blocked my account after I requested a withdrawal. I had already verified my account and made a withdrawal previously.

I have sent several emails but received no responses.

The chat always replies with the same response. They will ask the relevant team to check, but as you can see it all began in June of 2023.

Hello elietevitoriot,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotimo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account suspended? Do you have any real money balance on the blocked account? When was the last time you spoke to the casino and what was it about? How did they explain the account block?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

My account was blocked in June, I have around 10 thousand reais inside the casino. I spoke to them last week, they always tell me the same thing, that I will ask the relevant team to check, always the same thing.

Thank you elietevitoriot for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello elietevitoriot,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Slotimo Casino to join the conversation.

Dear Slotimo Casino,

Can you please provide more information on why was the player's account blocked? If the information can't shared publicly, please forward it to me at michal.k@casino.guru

Dear Michal and Eliete,

Thank you for bringing this case to our attention!

We would like to point out that access to the account in question was restricted as it was under review due to a suspicion of breaching our Terms and Conditions - in particular multi-accounting. The Player was informed as well about this situation.

Following this, please be informed that after a thorough investigation was conducted, our Security Department found that Mrs. Dos Santos' gaming account was created in violation of our Duplicated account policy. They had the same gaming activity (bonus SLWEL300 and casino games) as the gaming accounts of other Players. Moreover, upon the KYC process, our department found that all Players used the same fabricated utility bill with exactly the same data in it, but with different names and addresses. After further checks, it appears that they all are from the same family. 

The Terms and Conditions breached, you can find here: 

- https://slotimo.com/pages/terms-and-conditions

3.10. The customer’s account must be registered on his/her own, personal, and correct, name and personal details. The customer must ensure that all data given at the registration stage is true, complete, and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address, and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the customer has to register personally. Furthermore, a customer can only have one account. Any other accounts which a customer opens with the company, or which are beneficially owned by the customer shall be considered duplicate accounts. Slotimo shall close any duplicate account/s consequent to the identification of the main account. If Slotimo closes a duplicate account all bonuses, free bets, and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to Slotimo, Slotimo shall seek to recover the loss incurred directly from any other of your accounts. 

The account was re-activated, and the Player was informed about the results. All wrongfully claimed winnings were voided, their account balance was reset to match the total deposited amount, and Mrs. dos Santos already submitted a withdrawal request for the remaining balance. 

Our actions are based on the T&C, which clearly states that only one account per family is allowed, and to which each player has agreed before creating an account. 

We hope that this information is sufficient enough.

Best Regards,

Slotimo Casino Team

Hello, ok, based on your thesis, so each player should send a public account? So if there are 100 players from the same city, the 100 will have to manage to get a different public account? This idea of yours doesn't seem cool to me, and yes, the public accounts are the same because they are from the same company, and regarding family members, I really didn't pay attention to this rule, but don't worry, I won't be returning to your casino.

Thank you for your response and information, Slotimo Casino. Please forward any evidence of the above to me at michal.k@casino.guru

Dear elietevitoriot,

Can you please clarify what you mean by public account? Do I understand correctly that some of your family members have an account at Slotimo Casino, have claimed the same bonuses, and have played the same games?

Public account would be Water/Sewage or electricity bill In terms of games, we usually show each other which games we play and win. You can notice that at the moment Brazil is going through an online gaming craze and so almost everyone plays the same games. If the casino thinks this is wrong, it should limit the bonus and not block users' accounts... and I emphasize that it only blocks those of those who win, why not block those of losers too?...........

Dear Slotimo Casino,

Thank you for providing further information and supporting evidence to us.

Dear elietevitoriot,

While our standard stance is generally in favor of allowing family members residing in the same household to claim identical bonuses, provided the bonuses are accessible to them without restrictions, it is imperative that each player or family member independently undergoes the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes. Every player must submit authentic and valid documents registered in their own name to successfully complete the verification procedure, a requirement that was not met in this specific case. Moreover, as noted by the casino team earlier, the utilization of the same fabricated utility bill for KYC across multiple accounts constitutes a serious violation of the terms and conditions, a breach that is deemed unacceptable in nearly every casino. 

In light of these circumstances, I regret to inform you that I cannot offer additional assistance, and this complaint will be declined, given that the casino team has operated in accordance with their terms and conditions. I strongly recommend ensuring that, in future instances, only genuine and valid documents under your name are submitted for KYC and AML processing.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Best regards,

Michal

Casino Guru