Sloto'Cash Casino - Player's winnings were confiscated after account closure.

Hi,

I am having a serious problem with Sloto'Cash Casino.  I registered for an account in January and deposited $220.  I had some good luck playing slots and my account balance was $4,681. To withdraw they sent me an email to request my ID and a bill which I sent and they approved. They then asked me for an alternative ID and bill along with some selfies. Again I sent everything they requested quickly.

Sloto'Cash then responded to me that "Dear Rosa,We are contacting you from Slotocash Casino.Your account has been reviewed, and the decision has been made to permanently close your account, as it did not pass our security checks.Any winnings derived have been voided. This decision will not be reversed.

In the event that a new account is created under your name, it will be closed.

Regards,".

I sent them emails asking what they are talking about and what I did wrong, but they just send me the same thing that they are going to close my account and keep my money. I have done nothing wrong. I didn't break any rules that I know of or that they told me.  They are just disgracefully stealing my money.

Dear rosabaquerizoali,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Sloto Cash Casino.

Could you please forward the documents you sent to the casino to veronika.l@casino.guru?

Do I understand correctly that your account was closed right after you sent your identity documents to be verified? Have you provided all the required documents in the correct format as soon as possible? 

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 Veronika,

I forwarded you all of the documents I sent to the casino.

Thank you

Thank you for your email. Could you please specify why you sent the casino a bank statement from November 2022?

Hello Veronika

I sent my bank statement because I was verifying it on January 22, and they asked me for proof of address within 3 months.

Thank you

You mean January 2023 I suppose. Do I understand correctly that your account was blocked back in January this year?

Yes, It's correct.

Thank you very much, rosabaquerizoali, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you rosabaquerizoali for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sloto Cash Casino for their help in resolving this complaint. We would like to know what was the reason for the blocking of the player's account and what can we do to help resolve this issue.

Thank you!

Hello. 

This is a very old decision by the casino and it still stands. The player’s account was closed due to the reasons mentioned. However, we will refund the initial deposit amount. 

Thank you for the update Sloto Cash Casino representative. I would like to ask you if you could provide any further explanation as to why was the player's account closed and winnings confiscated. If you do not want to share this information publically you can share it to my email (peter.c@casino.guru) and it will be kept confidential.

Thank you in advance for your cooperation!

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 rosabaquerizoali, I have tried to get in contact with the casino to receive more information but have yet to receive clarification on the situation. Due to that reason, I will close the complaint as 'unresolved' due to insufficient evidence. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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. I am sorry we could not be of more help on this occasion.

Best regards,

Peter