Slots Capital Casino - Player's account unfairly locked with $16,000 winnings.

Slots Capital locked my account for no reason and it had 16,000 on it. They falsely accused me of having multiple accounts just because I won a lot. They just make up this excuse to avoid paying a legit winner. They couldn't even make the accusation specific.

Hello caitlynd,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Capital Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Is anybody else from your household owns an account in this casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has been verified since February 15. I won 22k with a deposit bonus around April 15, and then made several withdrawals down to about 16k remaining on my balance. Then they closed my account around May 31 just in time to make their quarterly numbers. Nobody else in my household has an account. The last contact I had with the casino was their email from Jun 26:

"We are contacting you from Slots Capital. 

Your account was flagged by our security filters and after review, it did not pass our internal security checks After the investigation was concluded, we have made the decision to confiscate your balance and close the account as our Terms of Service have been violated.  https://www.slotscapital.lv/terms-and-conditions 4 . Only one Real account per player is permitted.

Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be canceled. 

10. The Company reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Company reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your Casino account in any circumstances including: 

10.1 If there is evidence to suggest that you have more than one active account for the Casino; 

 10.8 If you have not played at the Casino on an individual basis for personal entertainment only (that is, you have played in a professional sense or in concert with there player(s) as part of a club, group, etc.);   In the event a new account under your name is created, it will also be closed. 

 Regards,

Nikolina

Casino Risk Management"

I think they are making accusations in bad faith just to avoid paying out legitimate winnings. They wouldn't even cite any specific terms of the TOS that I supposedly violated until I pestered them repeatedly over email and livechat. Initially the account was just locked with no email about it, just ghosted. This is unprofessional behavior for a casino.

Hello caitlynd,

Would it be possible to forward the full communication between you and the casino to nikolas.b@casino.guru?

Forwarded! Thanks for looking in to this!

Thank you caitlynd for all the information provided so far. As we will need more detailed information from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello caitlynd,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Slots Capital Casino to join the conversation.

Dear Slots Capital Casino,

Can you please provide more information regarding the player's locked account? If the player has really supposedly opened multiple accounts, please provide any evidence of this to me at michal.k@casino.guru.

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 caitlynd,

I managed to get in touch with the casino representative, but sadly we have not received any reasonable evidence to support their claim of your potential multiple accounts so we are unable to fully investigate your case.

I'm afraid there is not much that can be achieved without cooperation from the casino's side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal