SlotMonster Casino - Player’s funds are confiscated.

I joined this casino recently was not aware that it was not UK governed as the website was very basic. You could only deposit in € I had a gambling block on my bank card and international payment blocks so transactions should not have gone through. I managed to withdraw 2 payments when I recived a phone call from. my bank regarding various random merchant international payments when I checked my bank account this site where using different merchants to override payment blocks mydate grotobook etswave helphands and so forth. I have recently been diagnosed with stage 3 cancer and I live alone I guess I turned to gambling to deal with the issue but it got out of control. So on the 18th I sent an email to slotmonster telling them that it was becoming a problem.and I was using gambilimg as a form of escape and requested my account to be closed down. They messaged me and said they would forward it on to security team. The following day I was able to log in and was allowed to deposit over €1400 and play for 24hrs constantly. Whilst playing I counted 700 dead spins on the game I was playing at €1.05 per spin I know the game well and played it on many other sites so I knew something was up. So I came out of the game only to find I wasn't actually logged into the site I was fuming. The following day I tried to log in again only to find I couldn't so I spoke to Cs who told me everything was working to try a different device which I did and the same thing, so I did a deep dive only to find that the Gambilimg commission had requested Google to take the site down for UK players as it is illegal. I was shocked as they told me they where licenced. I went back to chat and said they didn't have a licence and they where illegal and basically to return my funds from when I requested my account closure they basically said no. Within 30 seconds I recived a call from macadonia from some guy who was quite aggressive on phone lying telling me they where licenced they don't hold any licences at all they are only a registered company in Costa Rica. I have reported all these transactions to the bank and they where no help even though there where blocks on card for international payments but what I did find out is how they got around it is the company is based in the UK putting the transactions through as £and converting it in to € bank is not sure how they are doing it but it's definitely coming from UK after doing a search on all the merchants like bank told me to do the only one that's registered in UK is mydate on company house it's also ran by https://ait.codes/ so reach out to these and maybe they can give us more information. I want my deposits back

Dear Joddd,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you informed the casino about your gambling issues and requested self-exclusion for the first time on June 18?

Has your account been self-excluded by the casino yet?

Could you please advise what the current balance in your casino is? How has the balance changed since you requested to be self-excluded?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello that is correct I contacted the casino at 03.30 am on the 18th June regarding account closure. Still to this day I have just tried to log in by entering my mobile phone number and they sent me a log in code to enter site. But I got a blank page this is due to the site being taken down by Google as it is not allowed in the UK as I said previously the CH advised me that the site was working and to try a different device so obviously they where unaware of what was going on that's when I recived the phone call asking me to send the evidence of Google take down which I did. I have sent numerous emails and have had no response I have found that all the payments grotobook mydate ect are all linked to 1 payment service based in a London office simply pay me they are also taking payments in £ from bank and converting it to € that's how they are overriding the banking system causing extra charges on account. To be honest I am not sure what my balance was at last point of log out it may not be any or much. And yes I did pass verification but it wasn't kyc I had to manually send documents. The request to take down site was on 4th June see attached files

Kind regards

I am being absolutely bombarded with emails from same company with same register company number and same atlantis Interactive SRL I have had 29 in last 2 hrs when I click on unsubscribe it takes me to the Web sitewebsite InstantCasino.com is operated by Atlantis Interactive SRL, a duly registered company in accordance with the laws of the Republic of Costa Rica with Corporate Id. No. 3-102-858389 I went to chat to tell them to stop and guess who popped up the same chat host from slotmonster Larry I am continously getting emails it's driving me nuts it's not even addressed to me just random names slotmonster has same registered ID. I have enough to deal with this is causing me mental and physical destress I am going through alot at the moment and they are targeting the vulnerable without any care for my wellbeing or mental health they are about to push me over the edge.

This is getting out of control now I am literally in tears I have begged this provider to stop spamming me with emails I have woken up to 15 all from the same registered company Atlantis Interactive SRL that is the same registered company as slotmonster and has the same registered company number. I am. Literally loosing my mind

Has the casino self-excluded you yet? Have you received any information about the refund of the deposits you made after you requested to be self-excluded due to gambling problems?

I understand how frustrating it can be to receive unwanted and annoying promotional emails. I recommend either unsubscribing from these emails in the footer of the email or marking them as spam.

I had previously spoken to Cs about 1hr before on this day, Regarding log in failure this is when they told me that the website was working and to try a different device. If my account was closed why didn't they inform me then instead of telling me to try a different device. The site was taken down. It was only when I confronted them again in chat they said I was blocked. I have recived no conformation email. Regarding this either. I also have had no response from any of my email I have sent requesting my refund. Also those emails you can't unsubscribe it takes you to the site

Could you please state the exact date the casino closed your account?

21/06/2024 they didn't close the account the site was blocked from. The UK gambling commission so uk players could not access it

Obviously they haven't excluded me sending me text press on link and it sends you straight to the site

Thank you very much, Joddd, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Joddd,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SlotMonster Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 Joddd,

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,

Michal V