Slots Empire Casino - Player is experiencing difficulties accessing his account.

I had 150€ in my account.

Dear Porhad,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://slotsempire.com/en/terms/:

"The Casino does not accept real money wagers from the residents of Afghanistan, Azerbaijan, Bangladesh, Belarus, Costa Rica, Curacao, Estonia, Germany, Hungary, India, Iran, Iraq, Israel, Latvia, Lithuania, Macedonia, Malaysia, Netherlands, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Turkey and Ukraine. Please note that wagers, login sessions, bets or any other activities are forbidden from the mentioned locations. This restriction includes residents of other states performing such activities from the locations in the above mentioned list. Please note that any activities performed from the restricted countries are also forbidden for players, who use VPN connections and other malware that helps to play from the restricted countries. Please note - the website does not bear any legal liability for any actions provided to violate these restrictions."

Could you please advise if you have deposited any funds into your account and if you completed successfully the KYC verification?

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

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

Never deposited. KYC pending. VPN not used.

Thank you very much, Porhad, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Porhad!

From now on, I will take care of your complaint. I would like to invite Slots Empire Casino into this complaint in order to help us resolve the issue.

Ok Mr. Martin.

Hello Porhad,

Thank you for your feedback. Please be informed that Bangladesh was restricted by Gaming Provider on 7/9/2021 and all the accounts which had real money balance till then were paid accordingly. Please bear in mind that you’ve been playing with a No Deposit bonus 50GRATIS and your balance is considered as a bonus one until a deposit required by the bonus Terms is made. I’d like to admit the fact that the wagering requirements were met on 3/31/2021, however the required deposit was never made. Also, the account was never verified over the phone and there were no documents received according to KYC procedure. In addition to that the last login to the account was made on 3/31/2021 and there were no logins anymore before the country became restricted by provider.

Considering all above mentioned as well as your playable balance on the moment of account closure which was €149, though the minimum amount required for Payout is €150, it won’t be possible to request a Payout at the moment.

Regards,

Slots Empire Casino Team

Dear Porhad,

Unfortunately, Slots Empire Casino has their rules clearly written and you have agreed with them when registering. As it was described by the casino, there was a significant time frame to try to make the necessary steps i.e.: depositing and verifying, which did not happen. Since the casino is not accepting players from your country, we fully understand, that the possibility of depositing and verifying is not possible any more.

I am sorry, but there is nothing that we can do for you in this case and the complaint will be rejected as 'unjustified'.