Slotjoint Casino - Player’s winnings have been cancelled.

Dear Gareth,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru? I’m specifically interested in the confirmation from the casino’s side that you had a green light with your existing account and the old one has been deactivated successfully. Lastly, have you redeemed any promotional offers from this casino?

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

I didn’t realise that I had the other account but when I noticed that there was another account, I did do the right thing and notified the support team requesting that it be deleted before I used the new account. Once it was confirmed that it was deleted by the support member, she told me that I was now able to continue with the the remaining account. Not only was I not trying to hide it, I was up front about it. If there was an issue with it, why wasn’t it pulled up at that moment instead of allowing me to continue to deposit money via credit card and play the games? Why was it only when I won a substantial amount and requested a withdrawal that they done this? I’ve paid and played but not allowed to withdraw anything. So they can take my money from deposits without having to honour the winnings?

And it was not ‘multiple’ accounts. It was 2 but like I said, I acted immediately to have one deleted so not to breach the rules. None of my winnings were made from any bonus. It was all made via money being deposited.

I don’t recall using any promos.

I don’t have the conversation given the green light, the only thing I do have is the email with the ticket number.

I have not yet received any email or information in relation to the reason behind the account being deleted, the only communication I received was from the support team when I asked them what was going on

When I opened the second account, I used my full name, date of birth and residential address which were the same details used for the initial account which I had forgotten about. Once I registered those details, I was not made aware that there was an another account used with those details.

I truly do understand that the casino has these rules to protect their interests, but the winnings weren’t gained through bonuses or promotions. Like I said, once I realised that I had another account previously registered, I acted appropriately and honestly without any deception and notified the support team of it to have the account deleted. I feel that shows that I was being deceitful and shows I was trying to follow the rules.

Thank you very much, Gazza82, for your replies. Do I understand correctly that you've requested your old account to be deleted on 24th of January? Could you please advise when your new account was created?

I registered the account on the 23/01/2021.

I noticed I had a second account on the 24/01/2021. Like I said, I acted appropriately and immediately to rectify the situation.

Thank you very much, Gazza82, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Gazza82!

I will try my best to help you with your situation. I would like to ask Slotjoint Casino to enter this conversation in order to resolve the issue.

To Casino Guro,

today I noticed that the gambling website in question has reimbursed the funds that I deposited to my account without any notification or communication to myself prior to refunding it and I still have no communication regarding it. There was no option for me to accept or refuse this decision. I still have not received any communication via email from them in relation to this whole situation.

Is refunding the deposits without consent during the period of resolving a complaint legal?

I am willing to negotiate the payout figure to have this situation end sooner rather than later. I’ll put out a settlement offer of $8000 off the total, making it $30000 to payout, would that be acceptable? If the website wants to counter offer, I’d be happy to consider whatever offer they give.

Hello all!

We will have our Security and Payment Team look into this and will revert back to you as soon as possible.

Kind regards, 

SlotJoint Casino

The casinos reply did not give any useful information or details to assist with this issue so why did the time counter reset?

To say they’ll have their security and payment team look into it when that’s what they’ve been saying to me for over a week now.

Hello,

We hope that everyone is doing well, and we wish to resolve this case fairly and quickly.

As per our review, we have concluded that the player was in breach of our Terms and Conditions. Therefore, winnings were void. We concluded this because the player created multiple accounts and claimed promotions on each deposit. Furthermore, the player requested to close his first account after he had already won from the second account, at which point, the Terms and Conditions were already breached. The winnings came from a deposit bonus which would have not been available to the player had he not created the additional account.

Documentation of the above facts have been forwarded to the CasinoGuru Complaint Team.

We understand that this conclusion is not optimal for either party, therefore, we have asked a member of our support team to reach out to the player to close this matter privately.

Kind regards,

SlotJoint Casino

Hello Gazza82!

According to the supporting evidence provided by Slotjoint Casino representatives, it is pretty clear that you used two accounts and bonuses from both accounts, which is against terms and conditions of the casino.

Unfortunately, there is not much we can do for you in this case.

Unfortunately, after gathering all the necessary information and there were no additional comments provided by the player, we are rejecting this complaint as unjustified. 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 and we will try our best to help.