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 has been in daily contact with Slotmonster’s support but still cannot access her original account, continually being told her case is under investigation.
SlotMonster Casino - Player's winnings were delayed due to login issues.
Amount: €2,100
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Case opened
Current status
Waiting for Casino Guru to reply
2d 22h 22m 8s
Case summary
2 hours ago
Public
Public
6 days 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:
Public
Public
5 days 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
Public
Public
4 days 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:
Casino Guru is examining the case
