SlotMonster Casino - Player denied withdrawal due to incorrect account data.

I made myself a new member at slotmonster casino. The information that I had to fill in was mobile number and email address. When I filled in these details, I was logged in to the website and was able to make my first deposit, which I did. I started playing and won a larger amount. When I was about to make a withdrawal, I had to send in documents but the documents were denied and I didn't know why as it was the right document I submitted. I contacted customer service immediately to know what the error is and only got an answer to try to send the documents again, which I did but was denied again. I started looking around the website and ended up on my profile page where I saw that the name, last name and home address are not correct. It was my sister's information that showed up but my email address and mobile number. I contacted customer service immediately to tell them where the error lies and explain to them that there must have been something wrong with their website because the only thing that was required from me when registering was only email address and mobile number. Customer service asked me to resubmit documents and bank statements on the first deposit in order to correct the error, which I did. After that, they would get back to me when it was fixed.

The next day I notice that I can not log in anymore at the casino as they have suspended my account and accused me of fraud which is not at all true as the error is in their website. I have also sent in a video where I register as a new customer on a casino website that had the exact same error and the same error appeared on the profile page but they do not want to answer me.

I have proof behind me but they choose to brush it off and choose to stop answering me.

Dear s123,

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

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

• Has the phone number you used for registration been associated with your sister in the past?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi!

Thank you for helping me.

I can abslolut send the conversations I've had with the casino to your email. I will also attach a video where I make myself as a new member with exactly the same information and where you can clearly see the error and that it is not something I have been able to influence.

In Sweden, we have something called a family subscription. This means that you gather everyone in the family under one roof. Everyone gets their own number but shares the surf. In this case, it is my sister who is the main person of the family subscription. I have also tried to tell this to customer service but they do not want to take the information.

Thanks for your response.

Could you please clarify live in the same household?

Have you and your sister accepted and played with bonuses?

Hi!

My sister and I don’t live in the same household. My phone subscription is included in her phone agreement as we in Sweden have something called a family mobile subscription.

Best regards!

My sister didn’t play with me. Her name and address only appeared automatically when I became a new member. Upon registration, the casino website only asked for a mobile number and email.

I didn’t play with bonus.

The deposit was also made from my bank card. They were able to transfer to me the money I have deposited, 300 euro, but not my profit?

Hi s123,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite SlotMonster Casino to the conversation to participate in the resolution of this complaint.

Thank you!

Yes, of course.

Are SlotMonster Casino supposed to answer here in this conversation?

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.

Hi s123,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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 eGaming Authority (https://casino.guru/licensing-authorities/curacao-license-1) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter