Slots Empire Casino - Player’s struggling to access the casino website.

I can't browse the website.

Dear Toney,

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."

Since there is no longer a possibility to register an account from a restricted country (see the screenshot below), I would like you to advise how long ago you have registered your account? Is there a registration email that you could forward to petronela.k@casino.guru? Have you accumulated your winnings with or without an active bonus?

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

I played last month. My winnings from an active bonus and I never used any VPN while played. Thanks for your comment.

Could you please advise if your account has been successfully verified and if you've deposited any funds to verify your payment method? Thank you.

Not yet verified. No fund deposited.

Hello Toney,

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 was 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 have been met on 6/27/2021, however the required deposit was never made. Also, the account was never verified over the phone and no documents received according to KYC procedure. In addition to that the last login to the account was made on 6/27/2021 and there were no logins anymore before the country became restricted by the provider.

However, the best customer experience is our aim and we are ready to make an exception here, so you’ve been emailed with BTC wallet request in order to proceed with Payout.

Regards,

Slots Empire Casino Team

Winnings received just now. Thanks to Slots Empire and Casino Guru.

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Toney, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru