The player's account is disabled due to ongoing verification. The casino responded and stated that the account had been closed due to multiple accounts having been detected. The player confirmed that one account belonged to her mother-in-law. While this is against the terms and conditions of the casino, it seems that this happened in genuine error and that the player was not attempting to gain an unfair advantage. The casino was asked if it would be possible for both players to go through the verification process to confirm this, but there was no further response so the complaint was closed as 'unresolved'. Theh complaint was later reopened at the request of the casino. Evidence was provided that was sufficiently showed that the second account has not been opened accidentally. Consequently, the complaint was rejected.
Slotimo Casino - The player's account is disabled.
Amount: €3,700
Slotimo Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I tried this casino with my future mother-in-law and we won €3700. The support also got in touch and told me what documents they needed for the payout.
Since my identity card has just expired and I only got an appointment in December to apply for a new identity card, I also sent the front and back of my AOK insured card and the driver's license from the forklift... to slotimo support.
I requested the payout on October 3rd, 2022 and since then I have not had access to my player account.. I am not getting any response either... What can I do now?
Hello heusercorinna55,
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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your access until the whole process if finished.
Looking forward to your answer.
Regards,
Nick
I forgot to tell you that we opened a player account for my mother-in-law Sylvia littek ( littek60) that day, but then we made a sign-up mistake... We had verified our email address and were told to log in again.. When we were supposed to log in, we were offered to type in all the data or simply log in via Google... We clicked on Google...
To be on the safe side, we have now also sent all the necessary documents from my future mother-in-law...
Thank you heusercorinna55 for all the provided information. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello heusercorinna55,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Slotimo Casino to join the conversation and participate in the resolution of this complaint.
Dear Slotimo Casino,
Can you please provide an update on the status of the player's account/verification?
Kind regards,
Adam
Good evening, thank you for your efforts.
I really hope that you can achieve something because I am always dismissed with the words "if there is an update to my account I will be contacted by email"...
Hello, I got this mail from the casino and I can't get any further... I opened the account that my mother-in-law had, but I can't find the money I paid in... Please help
Hello heusercorinna55,
I want to make sure I understand the situation completely, so could I please ask:
- am I correct in saying that you and your mother-in-law have both opened accounts at Slotimo from the same computer, address, and internet connection?
- if yes, have both of those accounts claimed bonuses?
- have you made payments using a payment method in your name into your mother-in-law's account?
Please understand it is important for us to have as much information as possible to be able to proceed.
Kind regards,
Adam
Yes I did it from my mobile phone... We wanted to open an account at the casino in your name and without thinking about it we clicked sign up on google after account verification... Didn't even think about opening a new one opened an account with it 😔 yes I deposited from my paysafecard account, thought it was my mother-in-law's account which we had verified shortly before...
To be honest, I don't know exactly whether with or without bonuses 🙈 but I know that we had gambled enough and ultimately wanted to cash out €3700...
Hello heusercorinna55,
To clarify further, you thought that you were signing in to your mother-in-law's account but instead accidentally created a new account - do I understand correctly?
The problem here is that it is against the terms and conditions of the casino to open more than one account from the same device/address/internet connection and also against the terms to make a deposit using a payment method that does not belong to the account holder.
Dear Slotimo Casino,
Can you please provide further information to help explain the situation? Have both accounts been registered using different player details and have both accounts played with bonuses?
Kind regards,
Adam
Yes, that's right.. We only paid into the "accidentally" opened account from my paysafecard account...
If I understood that correctly, they are so accommodating and pay back what I paid in, but I can't find anything about it 🙈 I secretly hope that I'm still lucky and the profit will be paid out 😅🙈
And oh yes, we only created and paid in both from my cell phone 😉
Dear Adam and heusercorinna55,
The player has been detected of having multiple accounts, as it has been confirmed by the player:
- One account for heusercorinna55
- One account for her mother-in-law – with username: littek60 (given again, in this complaint, by the player)
Adam as you explained this is a direct breach to the Casino’s Terms and Conditions:
"3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer."
Full T&C can be found here: https://slotimo.com/terms-and-conditions
The winnings were voided due to the breach of the T&C and the balance was reset to deposit. The player was informed by us.
In addition, both accounts claimed a Welcome Bonus (SLWEL300 and SLWEL200).
We acted based on the T&C conditions, which clearly states that the player can only have one account per household, and to which each player has agreed on before created an account.
We believe this will clear the situation.
Best Regards,
Slotimo Casino Team
Dear Slotimo Casino,
Thank you for your detailed response. I can see that the player has indeed registered multiple accounts from the same IP address and that this is against the terms and conditions of the casino. However, we feel it is best to assess each case individually, and it seems that it could have been a genuine mistake by the player. It does not seem that there was any intention of gaining an unfair advantage.
I would therefore like to ask: if both players could be verified, and it could be determined that there are indeed two players with an account each, could the casino reconsider payment of the winnings?
Kind regards,
Adam
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 heusercorinna55,
Unfortunately, there has been no further response from the casino. As mentioned above, although it is against the terms and conditions of the casino to open more than one account from the same IP address, it is also not uncommon for players to do so without any bad intentions (for example, one player recommends the casino to another in the same household). It seems that this could be the case here, and if the players can be verified to be two different people, perhaps the casino could make an exception in this case.
However, as there has been no further reply, the complaint will be closed as 'unresolved'. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
Hello all,
This complaint has been reopened at the request of the casino, and the case is currently being discussed.
I will post further updates shortly.
Kind regards,
Adam
Dear Casino Guru Team,
We would like to address this case and would like to bring to attention evidence which is clearly available in this conversation. There was collusion intended even in the beginning as the Player clearly stated that she and her mother-in-law decided to go against the terms and conditions which we previously mentioned.
Since there is bonus usage on both accounts, this is also considered as an attempt to abuse our welcome bonus which is only available for the first deposit made on the website.
Thus it is clear that they are in breach of the terms to which they agreed to. While she does state that it was an accident, this does not excuse the breach and it is only speculation that this was an accident, and we are going by their words alone.
Furthermore, as much as the terms are binding for the players, they are also binding for us. They are intended to provide a safe and fair gambling environment and no exceptions can be made.
Kind Regards,
Slotimo Casino Team
Hello Slotimo Casino Team,
Thank you for your response. We require further clarification of some details regarding this case.
Can you please explain if both accounts played the bonuses, on which date were the accounts created, and which payment methods were used to fund both accounts?
Kind regards,
Adam
Dear heusercorinna55,
The casino has provided further evidence regarding this case which is sufficient to support that the second account has not been opened accidentally. Furthermore, it is a direct breach of the terms and conditions of the casino to fund an account that is not your own. Consequently, we are unable to assist any further in this case.
Due to the aforementioned reasons, this complaint will now 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.
Kind regards,
Adam
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