Slotjoint Casino - Player’s winnings have been cancelled.

Best,

I have requested my withdrawal of € 5800 on 08/04/2020. Have forwarded my documents but was always a bit too short.

• Had the feeling of being kept on a leash. I had to change my account number because I registered my other bank account number when registering, I told the support team to change my account number in the payment method, which I then did. On 30/05/2020 the amount canceled as requested and with the correct bank account number applied for withdrawal. Now get email back that my account balance has been reduced to zero and that no more withdrawals are possible, because there are so many accounts on the casino. I only changed my account number as agreed in email. There is no one else outside of me playing at this casino. Reducing € 5800 to zero is just not possible. I would have liked some help through you. Thank you

Dear Valerie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru. Is your account still accessible, or it has been blocked? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Best,

I have forwarded all emails between slotjoint and myself to your email address, did you receive them correctly? Do not understand at all that they canceled my payout for the reason that they have multiple accounts while no one else has played or logged in. I changed my bank account number in the casino but only after they wrote me that I could change my account. After almost 2 months to ask for my withdrawal and to send all kinds of documents, the account was just zeroed and blocked.

Thank you for helping me with this because I don't understand it.

Greetings

Thank you very much Valerie for providing all the necessary information via email. 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.

Hi Valerie,

I looked at your case and emails and understand your situation. I will contact the casino and see what can be done.

Thanks

Hi Peter,

Have you already had a reaction from the casino?

I have not created multiple accounts at all, don't understand. Wait 2 months and forward documents and then this?

greetings valerie

Hi Valerie,

There was no response yet. It usually takes a bit longer. You will be notified as soon as the casino reacts.

We would like to ask the Slotjoint 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Valerie,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. As a last resort you could contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint with them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: peter.m@casino.guru). I wish I could be of more help.

Bets regards,

Peter

We’ve reopened this complaint as per the casino's request.

Hello everyone and sorry for the late response. With the pandemic going on, we were short of man-power and just about starting our new normal. We hope all is well.

We have gone through the complaint and unfortunately we cannot reverse our decision because player has violated our General terms and Conditions paragraph 2 which states:

Only one Player Account is permitted per person, house, building, mailing address, phone number, IP address, family, Device or Shared Environment. If more than one Player Account is created per person, house, building, mailing address, phone number, IP address, family, Device or Shared Environment then We will close all related Player Accounts and not pay out any winnings or refund any deposits. Family includes, but is not limited to, parents, partners, spouse, children, siblings and close relatives.

Evidence had been forwarded to Casino Guru.

Thank you.

Thank you Slotjoint Casino Team for the provided evidence.

Dear Valerie,

The casino sent me quite detailed proofs confirming multiple accounts were created and bonuses claimed. I'm afraid, there is nothing else I can do to help you. Most of the casinos don't allow players to open more than one account per IP address, household or device as mentioned in the casino's T&Cs. I wish I could be of more help.

Best regards,

Peter