Slots Capital Casino - Player's account and winnings blocked by casino.

Hello,

I made an account today for the first time with Slotscapital.lv. They allowed me to deposit $742 on multiple deposits today which I lost. As I played I went up $1300 and got kicked off the site. They responded by saying my account has been flagged by their security features, but I have never played on this site prior. Now after letting me deposit $742 they kick me off when I win it back and go up $1300 and told me I'm banned due to a business decision. I sent in all required documents and they are giving me a reason why I'm banned.

I just want my outstanding balance paid to me. If they allowed me to deposit $700 I should be paid what I was at when they blocked me.

Dear cassiemaye27,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 
• How did the casino inform you your account was blocked? Could you please share the email they send you with the justification for the block? My email is tomas@casino.guru

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

Best regards,

Tomas

Thank you, I have sent you the email in response to the above

I've sent a few follow up emails asking for them to send me back my deposit amount but still no response. This is what the original email states: As you can see I didn't do anything to deserve the fact my money is confiscated including what I deposited.

I told them to block me from their site, I don't care about the money I was up, but it does not make sense how they can just keep my deposits and ignore me because of a "profile" that isn't even their site. Please see screenshot below.

Thank you very much, cassiemaye27, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you! Peter let me know if you need anything from me.

Hello there,

Thank you cassiemaye27 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Capital Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello!

We are trying to get in contact with the player, unsuccessfully as we have tried to reach her several times.

She should get in contact via chat or email to security@slotscapital.lv.

Her credit card is related to a chargeback issue. She needs to complete the verification process by sending a Photo holding ID.

I also have never deposited with a card so I don't know how there could be a charge back. Since I my balance was about $1200 and I deposited $700 keep the $500 I'm sure that covers it. As far as saying you can't get in touch with me, the attachments easily show that is not true.

I sent an email and added Peter as well so I don't post sensitive information on here.

Hi there

The photo holding ID was cut off and as such was not accepted. A refund (withdrawal) will be processed for the amount, deposited, but before we are able to do so the following documents are required;

A better copy of her Photo holding ID (not cropped)

Bitcoin crypto address/Bitcoin wallet

Thank you I have sent both this morning. Please confirm the total amount since I can’t access the profile.

Still waiting on a response from Slots Capital. I sent me holding my ID in three different pictures, my IDs again, my paypal bitcoin wallet, proof it was verified via my name and ssn, and a list of my total deposits. Let me know if anything else is needed.

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 cassiemaye27, have there been any new developments in this case? Thank you in advance!

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.