The player from Sweden won 2400 EUR at Slotmonster and attempted to withdraw 2100 EUR. However, she experienced login issues and accidentally created a duplicate account, which was then deleted with live support’s help. For six weeks, she was in daily contact with Slotmonster’s support but still could not access her original account, continually being told her case was under investigation. The issue was eventually resolved, allowing her to log in and withdraw her winnings, which ultimately totaled 3500 EUR. The complaint was marked as resolved after the player confirmed receipt of the winnings.
SlotMonster Casino - Player's winnings were delayed due to login issues.
Amount: €3,500
SlotMonster Casino
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Six weeks ago, I deposited 150 EUR on Slotmonster. I won 2400 EUR and played down to 2100 EUR before deciding to make a withdrawal. When I tried to withdraw, I encountered issues, so I decided to log out and try again the next day.
The following day, when I tried to log in using my phone number, I was prompted to enter my email address. Upon entering my email, I received a message stating that the email address already existed, which prevented me from logging in. After several unsuccessful login attempts, I panicked and tried one of my other email addresses (Gmail instead of Hotmail*), which led me to an account with a balance of 0 EUR.
With the help of live support, this duplicate account was deleted. However, when I tried to log into my original account using my phone number again, I was met with a blank white screen.
For the past six weeks, I have been in daily contact with Slotmonster's live support. I have sent pictures, and videos showing my login attempts, communicated back and forth via email and the support center, and followed all the advice given to me without any success. Today, the only response I receive from Slotmonster when I write to them is that my case is "still under investigation" and that I will be contacted via email when there are updates.
I have been playing online casinos for over 5 years, and in all these years on more than 100 different online casinos, I have never encountered anything like this! How long should it take to resolve a technical problem, and how long should I, as a customer, expect to wait for a resolution?
In an industry where casinos open and close within just a few months, it is difficult for me as a consumer, and especially as a customer of Slotmonster, not to be a bit suspicious of Slotmonster's intentions to resolve the issue or just wait until I give up?
Automatic translation:
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4 months ago
Dear Seezoram,
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.
Have you tried logging into your account with your Hotmail address? Have you created an account in SlotMonster Casino with this address in the past?
Did you play any games, take any bonuses, or make any deposits in your Gmail account before you decided to close it with the help of customer support?
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
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4 months ago
Translation
Hi Veronika
I have not created an account on SlotMonster with my Hotmail address before and all logins have only taken place via my mobile number. However, I have asked SlotMonster if I can log in with my Hotmail address and password but there is no active login, even though I have tried
When I first created the account with my mobile number, my Gmail address, as well as my mother's address and date of birth were also linked to the account. This is because my mobile number is included in a family subscription that my mother is responsible for.
Anyway, I contacted live support and was able to change this to my Hotmail address as well as my own address and date of birth, so I was able to resolve this issue.
I have not received any bonuses and the deposits I have made are made via my mastercard so the Hotmail or Gmail address has nothing to do with deposits!
I understand that there was a technical problem when, with the same mobile number, I logged in with my Gmail address instead of my Hotmail, which problem Slotmonster's live support was able to solve. However, the consequence of this was that every time I try to log in with my mobile number, which is the only login I can use to access my account, a white screen appears! I have tried logging in probably 50 times but it always gets the same result and this has been going on for 6 weeks now!
I have had similar problems occur at other casinos which they have been able to solve in just a couple of hours/days. What I don't understand is why this problem is taking SlotMonster 6 weeks to fix and why I am not getting any feedback from SlotMonster regarding the problem! This makes everything extremely uncertain and frustrating for me.
Well, hope I was able to answer your questions Veronika. I have more pictures and email from SlotMonster I can use if needed!
Thanks
Automatic translation:
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3 months ago
Does your mother play in this casino as well?
Could you please forward all the communication between you and the casino customer support regarding the issues with your email addresses and account accessibility to me? My email address is veronika.l@casino.guru. Thank you.
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3 months ago
Translation
Hello again Veronika
No, my mother has never played a casino in her entire life! I don't even think she knows what casino games are, so no, she hasn't used this account.
Anyway, SlotMonster sent me an email just today saying that they had fixed the problem with my login, so now I've been able to log in again. I have made a new withdrawal so hopefully that will be resolved too, otherwise I will be back for further assistance! Thanks
Automatic translation:
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3 months ago
Thank you for the update. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If you will not receive your winnings by July 29, please let us know and we will continue with the investigation. Thank you for your patience and understanding.
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3 months ago
Translation
Hello again!
I have received my winnings about a week ago, however it took a couple of days to verify my account, address etc which I perceived was more complicated than it usually is. Anyway, I'm relieved to be able to cash out my winnings which ended up being 3500@€!
Overall, I think SlotMonster Casino has been problematic to play at. Partly because I couldn't log into my account for a period of 6 weeks and the verification process took significantly longer than I'm used to. This when I had to submit several different documents that they denied before it was finally accepted and I was verified on their website.
All of this could of course be due to the fact that they are a relatively new casino that will hopefully get better with time, however I want new players to be aware of these potential risks of playing at SlotMonster Casino.
Automatic translation:
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3 months ago
Dear Seezoram,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
