Slots & Luck Casino - Player's winnings have been confiscated.

I was playing at the casino last night Momm and I won over $18,000 after I got the $18,739 it’s not letting me wear and then all of a sudden they said that they were having glitches in the system and it became bonus money so out of the blue all the money just disappear and they gave me $175 with no explanation so I reached out to them and they’re telling me all you guys have multiple accounts and no we have to be verified and they make sure that we do that when we take out when we make a deposit me my daughter and my wife and my mom Paul play on that website and 11 same house we have the same IP address so I can contact them and tell them that they said it’s linked to some other color activity or whatever but we would still have been able to play we still been able to deposit our money on a daily basis and they had no problem with what my problem is I don’t care care ifWhat is it like my system I don’t think that $175 is compensation for a person who thought that they just won $18,739 I don’t care they gave me $500 I don’t care they gave me $1000 but don’t give me $175 I almost $20,000 and tell me all you guys have multiple accounts we’re going to dump give you guys your $50 back because you guys don’t wanna pay the money that I want that is not respectful it’s not nice it’s not treating me the way that I treat you guys to spend my money with you guys because I like to play on there at theAnd I don’t feel like I was being treated fairly so like I said I just want to be compensated

Dear moniqueannw44,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your family memebrs share any of the following: household or email address, telephone number, same payment method, or device? Have you activated any promotional offers when depositing funds into your account? Was your account fully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

Dear moniqueannw44,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Me and my wife do have the same checking account and card but o was using my card and my own account with you guys to play.

Yes my account was fully verified My wife has her own account and phone number and device and she has been fully verified as well. I'm not trying to get anything I'm not entitled to I just feel like that wasn't a Fare compensation. I was thrilled thinking I was winning to only be let down and given 175.$

I apologize for not responding I thought this was a junk email and I looked over it

I apologize for the delayed response.

• Could you please advise if your winnings were accumulated with or without an active bonus?
• How many people from your household have an account at this specific casino?

I used my money with a bonus I think and only me and my wife play but she has her own account and been verified.

You stated in your very first comment the following:

when we make a deposit me my daughter and my wife and my mom Paul play on that website and 11 same house we have the same IP address so I can contact them 

Could you please advise if you share the same home address, payment method, or device with any other person?

Only the bank account me my wife are legally married

Sometimes I might be reading too fast but what I was saying is that me and my family play that casino my daughter does not live with me she does not use my phones she does not use my internet she has her own account and she has her own address cars and everything and she is verified let me just date that I was stating that there's more than one of us that play on that casino and me and my wife do utilize the same whatever address we have the same you know checking account and stuff like that but not my daughter so let me get

• Can you confirm if my understanding is accurate, that you utilized a joint account to deposit funds into the casino account?
• Is your name clearly displayed on the card or bank statement?

Dear moniqueannw44,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

My name is on the account and card

Thank you very much, moniqueannw44, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.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 in the near future.  

Hello moniqueannw44,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slots & Luck Casino to join the conversation and participate in the resolution of this complaint.

Dear Slots & Luck Casino,

Can you please provide more information regarding the reason for the player's winnings having been reduced to $175?

Kind regards,

Adam

Thank you

This is what Compliance team emailed her:

(Thursday 9-1-2023), you made a deposit via Credit Card for $49.95 and received $74.93 in Bonus money using promotion code: BIGBONUS150. That was done at 8:25 pm CST.

What occurred during your casino game play is you received massive bonuses in the amount of: $19,200.00.

This was due to a technical error on our end and these bonuses and respective winnings are not valid due to this technical glitch.

Our team then disabled your account to correct this error.

There were 4 General Ledger adjustments that occurred on your account, listed below.

Subtraction of $540.00 from Balance for Technical issue mentioned above.

Addition of $50.00 to Balance which is the original amount deposited.

Subtraction of $18,196.00 from Balance for Technical issue mentioned above.

Addition of $125.00 to Balance which is the Bonus Amount received plus $50.00 for the troubles.

The decision from Management is the following and is FINAL:

As we understand you believe you are entitled to these winnings, we regret to inform you that you are not entitled to them as they were received wrongfully and through a technical error.

There have been multiple accounts created for the same player using other names to disguise the true player behind it. This is a clear violation of our Terms and Conditions and is bonus manipulation and player fraud. You can reference our Terms and Conditions on our website.

The deposit you made on 9-14-2023 for $49.95 has been refunded to you.

This account Mothequeen50 will be kept open with a $0.00 balance, if you wish to play moving forward you will need to make deposits to continue.

If additional accounts are created falsely, they will be closed and ALL winnings and withdrawal requests will be canceled. For violation of our Terms and Conditions.

That is not true my wife Melissa W***** has been verified and has her own account. You guys are just a unfair casino who windles they're way by paying little sums to make things go away. I've continued to play and made deposits so your still not telling the truth to this day

Hello all, and thank you for your responses.

Dear Slots & Luck Casino,

Could you please provide supporting evidence of the technical error and of the multiple accounts to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Ok

Hello moniqueannw44,

Just to keep you updated, we have received evidence from the casino regarding the technical error, and this is currently being reviewed. We are still awaiting evidence regarding multiple accounts.

I will post here again once we have reviewed everything.

Kind regards,

Adam

Hello moniqueannw44,

I am awaiting further info from the casino, but according to the evidence provided there are many accounts that have been registered using details similar to yours, all of which have logged in from the same IP address. You mentioned that some of your family members have accounts, can you please clarify who exactly?

Kind regards,

Adam

That's not true and now only I Plat my wide stopped. What does that have to do with that day and me spending my money and being chested out the winnings.

I meant to say that's not true and now only I play my wife quit what does that have to do with me spending my money that day and winning and being treated out of whatever I was entitled to once I won everybody comes up with any excuse not to pay out to play a game and just bullshit on which now to the point it doesn't even matter anymore cuz I see that this is going to be stretched out there's going to be just a whole bunch of crap instead of them just being a fair place I'm just saying you're right $175 was not you know enough conversation we apologize and let me go have a good

Hello moniqueannw44,

The reason I ask about the accounts is that it is against the terms and conditions of the casino to create multiple accounts. You mentioned that your wife, mother, and daughter have all played, so I am trying to determine who owns these accounts.

The casino has also stated that your winnings have been mostly accumulated due to a bonus error, and the reason that this complaint is taking some time is that we are waiting for your betting history to be provided so we can check this.

I appreciate your frustration, but I am afraid that it can take some time to investigate such cases. I therefore request that you try to remain patient at this point. As soon as I have the relevant information, I will post a further update.

Kind regards,

Adam

Hello moniqueannw44,

I have now received further evidence from the casino and this is now being reviewed. I will post again shortly with our conclusions.

Kind regards,

Adam

Dear moniqueannw44,

The evidence provided by the casino supports that the winnings you accumulated were due to an error, resulting in your account being credited even for losing bets. Are you stating that you did not notice this happening?

You also stated that both your account and your wife's account have been verified, are you able to provide any proof of this, perhaps an e-mail or notification received from the casino?

Kind regards,

Adam

Dear moniqueannw44,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No I had no clue it was just as if i was winning was playing roulette then the game started jumping in and out then it blinked out. I was so excited. Then once it allowed me to log back in the money was gone I was disappointed and contacted them .

Dear moniqueannw44,

The casino has provided sufficient evidence to support its claims that the winnings you have accumulated have been gained due to an error. The casino has therefore operated in accordance with its terms and conditions by resetting your balance to its state previous to this error.

The casino has also provided evidence detailing many other accounts that share details with your account, which have all been used to claim bonuses and accessed from the same IP address.

For these reasons mentioned, I am afraid there is nothing further we can do to help you with this situation. As a result, this complaint will now be rejected.

I am sorry we could not be of more assistance on this occasion.

Kind regards,

Adam