Slotimo Casino - Player's account was closed after the withdrawal request.

My account at this casino was closed after I requested a withdrawal. I have already sent the documents that the casino requested, but since June 2023, the casino has stopped responding to my emails.

Dear anapaulaaz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotimo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 

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

Best regards,

Tomas

My account was blocked on June 2023, the 12th.

I found out that the account was blocked when I requested the withdrawal, I was asked for a statement by email, I sent it, and then I received an email from the casino saying that my account had been restricted.

Slot games.

No.

Thank you very much, anapaulaaz, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you anapaulaaz for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slotimo Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help the player.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear anapaulaaz, I am in contact with the casino affiliate and they have asked for more time for investigation of this case. I will update you about any further developments. Thank you for your patience during this time!

Dear Casino Guru Team, 

The player in question was detected to be part of a fraud group/ring which led us to put the account under review and withhold the wrongfully gotten winnings. 

At the time of the withdrawal request, our security team found a connection between this account and 4 others that used the same bonus abuse strategy. 

Due to this group play and intentional abuse of the bonus system the appropriate actions were taken as per our terms and conditions.  

We strive to provide a fair gaming environment for all players as long as they follow the terms and conditions, which are binding for all parties involved.

Best Regards,

Slotimo Casino Team

Thank you for the clarification Slotimo Casino representative. Could you provide me with evidence of the aforementioned connection between this account and 4 others that used the same bonus abuse strategy? You can forward the information to my email. (peter.c@casino.guru)

Thank you for your cooperation!

The casino banned my account because of betting patterns, ok.... But I expected that at least my balance at the time would be returned, at least the amount I deposited.

Dear anapaulaaz, I have communicated with the Slotimo Casino representative outside of the thread and was provided with evidence of multiple accounts. 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. Subsequently, your complaint will be rejected, thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.