Slots Empire Casino - Player’s account has been closed.

I played with no deposit bonus and won 150 Euro after finish their wagering requirement. Then I contacted live chat for withdraw my winnings. They told me to send my ID and address prof and deposit 25$. Yesterday I access their website to deposit but I can't logged in. They closed my account. Again I contact with live chat. They are saying me Bangladesh not allowed. I can't withdraw my winning. My complain is How come they simply closed my account without any advance notice? If Bangladesh is not allowed to play how come I played before and won? Is it the proper rules to simply void the winnings and closed the account?

Dear dablumiah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs (https://slotsempire.com/en/terms/) and I found this:

"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."

I tried to create a new account at this casino, and I didn’t find Bangladesh listed in available countries:

Would you be so kind and confirm, you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account, or during playing? Please, also confirm you used the correct information about your country when creating the account.

Additionally, please, forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

They doesn't accept Bangladesh from last 4/5 days. I played at their casino approx 2 months ago. That time Bangladesh was allowed. I never used any VPN. Or never alter my location. I played normally with my mobile. They recently added Bangladesh at their restrictions list.

Thanks.

Dear Cristina,

Please find my email.

I attached some screenshots.

And chat transcript.

Thanks.

dablumiah, thank you very much for your email. Have you redeemed the bonus inside your account manually or it has been activated/credited automatically when depositing funds?

No. It was a no deposit bonus. Code: 50GRATIS

I open account with them. Then go to the Coupon redeem option. And redeem it manually.

I collected the Coupon Code from an affiliate website.

Thanks.

Thank you very much dablumiah for your reply. I will now transfer your complaint to my colleague Nick 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.

Ok. Thanks.

Hello dablumiah,

I'm Nick and I'll be assisting you from now on in your issue. I would like to ask Slots Empire Casino to join us and help us resolve the player's issue.

Hi,

Thank you for your feedback. Let’s please check the case from the very beginning to make it clear. So the account with us was registered on 5/7/2021 and the no deposit coupon 50GRATIS was claimed the same day as well as bonus wagering was completed. However, the deposit in order to claim a Payout according to the bonus terms was never placed and the balance considered as bonus money. After that the last login to your account made on 7/4/2021.

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. Since your account had a bonus balance it was closed by the system and cannot be reopened due to the fact that the country of your residence is no longer allowed.

Should you have any questions please let me know.

Thanks for your reply.

When I redeemed the 50GRATIS for 50€ that time it was bonus. After the wagering requirements completed the 150€ was withdrawable. How come 150€ considered as bonus? I tried to deposit as per rules but my account closed. If there is restriction placed on 09/07 then why Slots Empire didn't email to me in advance? I'm also playing on another house as well, if there is any changes in terms they are emailing to me in advance. Slots Empire's this kind of rules totally inadmissible.

If there was Bangladesh allowed before 09/07. Then Slots Empire need to follow the rules which was on that time when I played. Not current rules. I don't have any problem to deposit 20€ via Bitcoin for withdraw my winnings as per rules.

Thanks.

Dear Slots Empire,

After taking all aspect into consideration, we think that the player should be paid out. Based on our fair gambling codex, once a casino allows the player to register and play in the casino, they should also pay him out. If the player was able to register from his country, it means it was allowed at that time so there should be a reason to not pay out his bonus winnings. Please let us know about your next step.

Hi dablumiah,

Hope you are doing well.

50GRATIS is a no deposit bonus that could be used once prior to depositing in order to try out the games. Please refer to the Article 24d. of the General Bonus Terms stated on the website which says: "No Deposit Bonus" is a free trial promotion that may be given to a Customer on a one-off basis, upon registration, so they can try the games before making their first deposit. In order to make a payout from a no deposit bonus after the wagering requirement is met, there should be at least one deposit made. If the maximum payout limit of the bonus is lower than the minimum amount allowed for payout ($150), the difference has to be deposited and wagered 1x deposit amount." So the balance is considered as bonus one until deposit is made. There were no deposit attempts on your account till 7/9/2021, therefore the account was closed as there was no real money balance. All the accounts that had real money balance have been paid accordingly before closure.

Also please refer to the Article 2 and Article 3 of Terms and Conditions which say:

2. The Slots Empire Casino website (hereafter referred to as the Casino, Company, We, Our, Us) reserves the right to change and/or amend these Terms and Conditions whenever required.

3. The Customer is responsible for reviewing the Terms & Conditions on the Website on a regular basis in order to prevent any misunderstanding or misinterpretation.

Still, we'd like to make an exception in this situation as we do care of our players' experience and hope we won't face this kind of misunderstanding in the future. So the email with a Bitcoin wallet address request has been already sent and bonus winnings will be sent as a Payout at the earliest convenience.

Should you have any questions please let us know.

Regards,

Slots Empire Team

Thank you Mr. Nikolas & Mrs. Kristina for helping me.

I got 150€ just now from Slots Empire.

I'm very happy now.

Thanks to Slots Empire Team also for this.

Dear dablumiah and Slots Empire Casino,

I'm very glad that the issue have been resolved and I would like to thank you for your cooperation. Please do not hestiate to contact us if you will come across any other trouble in the future, we will try our best to help you with it. The complaint will be now closed as resolved.

Best regards,

Nick

Casino.guru