The player from Austria is experiencing difficulties verifying his account as the documents are required in English. We ended up rejecting the complaint because it was not justified.
Slotjoint Casino - Player’s struggling to complete account verification.
Amount: €1,009.02
Slotjoint Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello! I won and wanted a payment, you have to verify your account! uploaded all documents, now you want the data in english !!! I registered and paid in in German and my identity card is German. My bills are German. How should I do them in English? my lawyer says that it is right-wing, but i will try it for the time being but if nothing happens i will file a complaint !!! thanks in advance! lg heli
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4 years ago
Dear Heleck,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked with a live chat agent. Please see below the transcript:
"Venice 11:14
Hi there! How can I be of help? I'm here with you now but please bear with me as we are experiencing high volume of chat at the moment. There might be a bit of delay in response. :)
Emma 11:14
Hello. Could you please advise if my personal documents in German will be ok for KYC?
Venice 11:16
We require at least translated in English.
Emma 11:19
do I need to verify them with notary or anything else is required?
Venice 11:20
Just the basic one. Your account will be validated depends on your Deposit Method.
If you are the account owner, you can easily provide the documents needed.
Emma 11:21
ok, thank you very much for your help Venice
Venice 11:22
Your welcome. :)"
Unfortunately, you need to translate the documents and upload them to verify your account. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
now slotjoint has canceled the payment and my profit is only 90, - !!! I find this highly criminal and fraudulent, should you win the 1902, - I will not pay out, I will hand everything over to my lawyer and commission an IT specialist who I have not canceled the payment, nor did I downplay my winnings down to 90, -! !!! the second fraud is I can deposit without having to show any form of identification, but for the selection my driver's license, identity card, electricity bill, car insurance is not enough !!!
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4 years ago
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I now have all the game statistics on screenshot and it can be proven 100% that I won the 1902 and did not gamble it again !!! So where did my money go?
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4 years ago
Dear Heleck,
Could you please forward your game history? My email address is petronela.k@casino.guru. Thank you very much.
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4 years ago
Thank you very much for your email and for forwarding all the relevant screenshots. Do I understand it correctly that with your last deposit €60 (15th of July) you have received a bonus of €30?
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4 years ago
Translation
Hello! yes it is exactly the same and the MGA says that it is not permissible that the minimum bet and the profit must be paid out !!! he also says that you should take a lawyer in malta, my uncle the lawyer is already in contact with you! or do you think we should wait? thank you! lg heli
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4 years ago
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Now I have received another message that I should reply with the email address with which I registered. I have already told you 6 times that my gmx account has been hacked and spam mails have been sent and gmx has blocked sending, so I can only read but have to write back with another mail !! it can not be that the people with such machinations pull hard earned money out of their pockets and if a profit is defended by all possible means to pay off the profit !!! So I think that is extreme and I will go this way to the end, even if it should cost me something extra! thank you! lg heli
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4 years ago
I’m sure you understand that I don’t work for Slotjoint Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you. Could you please advise if you have contacted the Licensing Authority already?
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4 years ago
Just one last thing please, do I understand it correctly that your active balance is €90 at this time and the rest of the winnings have been confiscated?
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4 years ago
Translation
yes you got it right and the confiscation was only carried out after i did everything you tried before !!! this matter, which you refer to because of the minimum stake, is not an automatic reason for the cancellation of my winnings. at least that's what my uncle who is a lawyer says! actually i liked playing at slotjoint and i have been playing slots for a long time and just wanted to see if it was paid out, then i would have paid something again and continued playing! but I can't pay anything anymore. I would like to thank you for your efforts! lg heli
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4 years ago
Thank you very much, Heleck, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hi Helmut,
I'm taking over your complaint. To sum it up, there are 3 main issues:
1. you can't finish your verification because your documents are in German
2. your winnings were confiscated because you allegedly breached the maximum bet rule when playing with bonus money
3. you can't send emails from your email address
Usually there is no problem for casinos to verify documents in languages spoken in countries where they provide their services. Moreover, sometimes it is not easy for a player to get an official document in a foreign (in this case English) language. It would be nice to find some sort of a compromise with the casino. Secondly, if you played with a bonus and placed bets higher than maximum bet, I’m afraid, the winnings will be void and there is not much we can do. I found the maximum bet rule in the casino’s terms:
„The max bet rule applies to both your cash funds and bonus funds that are both locked until the wagering requirements are met. The max bet when wagering requirements are in place from a deposit made from Ecopayz, Neteller, Bitcoin, Paysafecard or Skrill is 2.00 €/USD/GBP/AUD/CAD/NZD, 20 ZAR. For all other deposit methods the max bet is 4.00 €/USD/GBP/AUD/CAD/NZD, 40 ZAR. Any wager over this amount will result in the forfeiture of all funds in your account and any winnings. The maximum bet per game round limit includes additional gamble features."
Regarding the issue with your email address, have you tried to contact the service provider?
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4 years ago
Translation
yes i have already done it it is gmx i thank you for your effort and i have also made other smart things and know that with the bonus there is no automatic reason for the cancellation of the prize !!! ok i would make a compromise with 1000, - of the 1902, - !!!
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4 years ago
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and I have already sent an invoice to slotjoint in English as requested!
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4 years ago
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I've always played a lot now I don't even know where to play when things go like that!?!
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4 years ago
OK Helmut, thank you for the update. Let's see first if the casino accepts your documents. Do you have any conversation with the casino regarding the maximum bet rule and cancelling of your winnings? If so, please forward it to me: peter.m@casino.guru. It would be very helpful if you could send me your game history too.
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4 years ago
Hi Helmut,
Thank you for the email. I looked at the screenshots and if you hit the wins playing with bonus money where the bet size was over €4, I'm afraid, the winnings will be lost. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like in your case the maximum bet limit. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. How much money is left in your casino account? Have you passed the verification?
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4 years ago
Translation
Hello!
But I have won a lot where the stake is not more than 4, - so that is not entirely correct and also not legal that everything was taken from me and it may also be that the terms and conditions are not allowed to be like that, says my lawyer! there are now 90, - on top of 60, - paid 30, - bonus. I would have been ready for a compromise although I think it's really a fool, you can deposit without identifying yourself and then you win and everything is tried not to pay. I have now seen a lot and it is common practice and that is how it works at online casinos! I thank you anyway for your efforts, from my side I will do everything possible to get my rights and will also contact the licensing authority with my lawyer!
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