Sloto Stars Casino - Player's not able to withdraw his winnings.

After I won over $12000 I was informed that because I had used a promotion code was only able to withdraw $5000 which was fine I was still happy that I had won the money however after I provided my identification was informed that my bank had issued the Casino a charge back to some of the deposits that I had made and Rather than simply contacting me and informing me of the chargebacks the casino chose to refund the money to my credit card and because of this prevented prevented me from being able to do anything about it the casino has told me that I need to contact my bank and have them refund the money however that is not an option because my bank has informed me that since they sent the money back that there is nothing that they can do they said that I could read deposit them on using the card now that the bank is aware That this company is legit they were the ones that issued the charge backs without my authorization or Consent without my knowledge because the casino came up and was flagged as fraud this is completely outside of my control when when I informed the casino of this they said that they are going to escalate this to their financial team however their financial team cannot be reached by anyone and you cannot talk to them live you cannot chat with them or any kind of communication I keep getting told every day that they are going to contact me via email and every day they tell me either another day 48 hours or at the end of the weekend and I have grown completely out of patience with this situation the simple resolution would be to have me redeposit the money using a different card or the same card now that my bank is aware of my business with them but have been told that this is not something I can not something I can do I also also have Thousands of dollars in my account waiting to be withdrawn withdrawn which easily could pay for the less than $200 worth of charge backs that The casino is using to essentially essentially steal my money and not give me access to it I am so worried that I have just been scammed by a crook and a illegitimate casillegitimate casino claiming to be legitimate I have done everything that I can on my end I have contacted my bank they have told me that what the casino wants is impossible that there is no possible way that they can refund the money they have told me multiple times to simply Have them charge me again as the money is in my account and very easily accessible above they have my phone number they have my account number all they have to do is make the charges again or I can give them a new payment I have multiple banks that I can use to make the deposits or they can take it out of the money of mine that they have but they are doing none of these things they are just giving me the run around and continuing to feed me story after story about why they can't pay me the money that I am owed I would ask that this casino actually do what they have advertised to do and pay me the money that they owe me take the money out of my account that I owe for the charge backs that they made the mistake of sending to my bank without contacting me 1st Or Allowing me to make the deposits again from a different card or the same card Whatever it is they need me to do I'm happy to do I just want to get paid like everyone else and not ripped off

Hello Donnie347,

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

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I would also like to see the conversation between you and the bank, the most importantly some confirmation that chargebacks haven't been issued by you personally.

Looking forward to hearing from you.

Best regards,

Kristina

I will put all the information together for you thankfully I have every call between me and the casino recorded because I knew from the beginning that this seemed like I was about to scammed it is absolutely insane to me that they are still able to actually stay open and have anyone that would ever put money into there casino. But I promise you they don't even know the problems they have just brought down on them I'm not going to stop until slotostars.com is shut down and there crimes and scandalous business is nothing more than a warning label on every search engine on the internet

I mean the chargebacks were done after I won 13 grand from them why would I ever go and contact my credit card company and report the charges as fraud when I had a 10 thousand dollar withdrawal pending with them? I mean does that make ANY sense

As you can see from the pictures the chargebacks happened AFTER I won and made a withdrawal immediately after in fact its extremely convenient that hours after I win 13 thousand dollars they have a reason to justify stealing from me. I wouldn't be surprised if they called my bank and flagged there own charges to be able to get out of paying me

Thank you very much for your reply, Donnie347. Although I understand your frustration, please note that chargebacks are a serious breach of AML Policy and once a player asks for chargebacks, there is a chance that they won't be able to play in any casino. Casinos worldwide can usually check this information and they can cancel winnings if they find out that the player requested chargebacks even if it was in a different casino.

However, you said that these chargebacks have been issued by your bank. In order for us to proceed with this case, we need to see proof that it wasn't you personally who did this. It can be for example a letter from your bank stating that the bank was the one who issued these chargebacks. Thank you in advance.

I sent you one of the emails my bank sent me regarding the chsrgebacks keep in mind I didn't receive the email until after the casino had already opted to send the money back to my bank and by doing so completely destroyed any possible chance of fixing the issue in a way that they wanted. Capital One explained it to me like this that when a chargeback is sent from a bank to merchant whether its due to the account holder or the bank themselves there is 2 options for the merchant 1 they accept that the charge in question isn't right and send the money back or 2 they argue that the charge was authorized and isn't fraud and offer evidence to prove it. Had they simply contacted me the moment they got this chatgeback I could ha e contacted my bank and had it canceled and fixed in seconds but they knew sending the money back to my bank and accepting it as fraud made it impossible for me to have the money sent back. It's really ironic that hours after I win a bunch of money this happens I wouldn't be surprised if they did something they knew would give my bank reason to do just what they did everything about how they handled things screams SCAM they gave me no way to fix this and were rude and inappropriate whenever I spoke with then over the phone I basically just got robbed by professional crooks pretending to be a honest online casino if you need anything else please let me know I know it won't get me my money I just hope that with my campaign to expose slotostars.com I will save people from falling victim to these con artists

Thank you for your emails, Donnie347. Have you accumulated your winnings with the deposit that has been requested back?

No the winnings were accumulated using a different deposit one that I had made the day prior and but the chargebacks didn't occur until after I won the money which is more proof that clearly I didn't initiate them because why when I had just won like 13 thousand dollars would I call my credit card company and have them issue a chargeback to a casino that owes me over ten grand over a 35 dollar charge? I mean does that make any sense? I didn't even get a notice about the charge backs from my bank until days after it was just really weird because literally a hour after I set up the withdrawals from my account and I got the email confirming my request to make a withdrawal bam I get a email informing me about some chargeback that was made

Thank you very much Donnie347 for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Donnie347,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Sloto Stars Casino to the conversation to participate in the resolution of this complaint.

Good day Donnie347,

With regards to your withdrawal query, we at Sloto Stars would like to apologize for any inconvenience that may have been caused.

Please be aware that as per our terms and conditions, we have the right to withhold any withdrawal should there be any chargebacks received by a customer. Regardless of whether this was done intentionally by the customer, their bank or any other third party, this condition would still apply.

In response to your claim that we should have contacted you first regarding the chargebacks; kindly note that the deposits were refunded by the processor and not by us. These were in response to chargeback alerts by the processor, in order to protect their processing banks from any chargebacks. Thus, these refunds were already initiated by the processor, and we were only notified once this had taken place, including the associated chargeback alerts. This is the procedure of the processor, and we unfortunately have no control over the actions taken in this regard.

To minimize further risk and potential disputes, your remaining deposits were refunded, and your withdrawal thus subsequently cancelled.

We would like to thank you for reaching out to clarify this matter, as well as your understanding on this case.

Kind Regards,

Sloto Stars Casino

Let me ask you this, do you return the all the deposits to everyone when there is a chargeback issued from their bank? Do you refund every single deposit for people that you aren't stealing over 5 thousand dollars from? You returned my deposits which so everyone is aware of what kinda generosity they showed me totalled a whopping 272 dollars. Mighty rightous of you considering I had almost 13 thousand dollars on my account that was my money that I had won fairly. I know that charge backs is probably a very common thing so please answer my question if a player doesn't have thousands of dollars that you owe them and there's a chargeback. And that player has zero dollars on there account. Do you then go and give them every deposit they have ever made back? I didn't do anything my bank did it i explained that to you over and over and begged you to tell me how I could fix a mistake I didn't even make. And you gave me not 1 single option. So because of a 35 dollar charge back that I had no knowledge of nor gave Any consent to authorize your casino stole roughly 12 to 13 thousand dollars from me. The 272 dollars you gave me is more of a insult than a act of kindness it was just another slap in the face from your casino. And this complaint I promise you will be the first of many ways I'm going to show the world how shady and scandalous your casino is. Instagram Facebook Twitter yelp and every casino forum on the web is being blasted with proof and facts of how your casino treats a 3 time combat veteran and US marine my war now is with you slotostars.com if you want it to end you have my email make it right or I will never stop.

I can tell you that already just taking into account the 240 people on my own personal Facebook online casino page I've ran for about 2 years now. Almost 150 of the members of the group have slotostars.com accounts that they used and have all now because of my campaign completely boycotted using your casino completely. That's on a small scale I've made a formal complaint with every single online casino watchdogs and left a detailed reviews explaining how illegitimate and scandalous slotostars is on every blog forum and chat room I can find however I will say this if and when slotostars chooses to do the right thing and pay me the money they have as of now stolen from me or gives me the opportunity to simply pay the miniscule amount they are using to justify there treachery I will make sure I update every single part of my campaign informing the hundreds of thousands if not millions of people that they can now go back to taking their hard earned money to your casino without fear of being ripped off and cheated out of it. I sincerely do hope that slotostars wakes up and realizes that they have made a horrible mistake and contacts me and pays me what they have stole from me and my 3 young children and my wife who all have to been hurt by this theft. My wife was in the process of purchasing a family pack trip to Disneyland for our family we had told the kids and they were more excited then I'd ever seen them only to have to the Next day crush their little hearts by telling them that people had stole daddy's money so now we can't go...

Hi all,

We will discuss the complaint internally with our management on Wednesday, I will get back to you with an update then.

Dear Donnie347,

I received some additional information from the casino and we discussed the issue with our management. Even though it's not your fault that the bank made the chargebacks, unfortunately, they did happen and they happened repeatedly. After the first chargeback, the casino offered you to remove the deposit difference from your withdrawal and pay out the balance as a gesture of goodwill. The problem is that there were two more chargebacks after that. Since chargebacks represent a serious breach of T&Cs, I'm afraid no casino would be willing to pay you after what happened. If the problem was caused by your bank, the casino is not to blame. I'm sorry to disappoint you but your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter