Slots Empire Casino - Player’s winnings have been confiscated.

I can't log in to my account. Even can't reach their website.

Dear Mdarifmia,

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?

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

Dear Petronela,

I sent you an email just now with details.

Please check from your end.

Thank you very much for taking time to review my issue.

Thank you very much, Mdarifmia, for providing all the necessary information via email. 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 Mdarifmia,

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 was considered as bonus one until deposit required by the bonus Terms is made. I’d like to admit the fact that the wagering requirements have been met on 5/20/2021, 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 made on 5/20/2021 and there were no logins anymore before the country has been restricted by provider.

Considering all above mentioned as well your playable balance at the moment of account closure which was €132, though the minimum amount required for Payout is €150, it won’t be possible to request a Payout.

Regards,

Slots Empire Casino Team

Hi Mdarifmia!

Please let us know, when you'll receive your withdrawal.

Hello Martin,

Slots Empire not going to pay me. Please follow their previous comments.

Thank you.

Hi Mdarifmia!

Please accept my apologies, this was the response I intended to make in this complaint's thread.

Unfortunately, it seems that because of the minimum withdrawal amount there is no way for you to receive your winnings from your no deposit bonus.

I am very sorry, but I am afraid we are not able to help you in this case.

I'm ready to deposit the rest amount to withdraw my winnings. Slots Empire can send me the deposit link as well if their minimum withdrawal is 150€.

It's very rare 150€ minimum payout amount in RTG platform. I didn't see till now in any house. Or it's just an excuse to void my winnings. I'm confused.

Dear Mdarifmia,

Since the players from Bangladesh are no longer accepted since July of this year, your request may be denied by the casino.

Dear Slots Empire representatives,

Is there any possibility that the player could withdraw the winnings with making necessary deposit?

If there is closure of my account and as mentioned that Bangladesh is restricted so Slots Empire just send me my winnings. Is this the only excuse 18€ shortage in my account?

Isn't it a funny issue not to give winnings to the customer?

Hello Mdarifmia,

Please be informed that all the info about minimum and maximum Payout limits as well as time frames is mentioned on the website. Once again, I’d like to admit the fact that all the accounts with real money balance have been paid before closure.

The balance of your account considered as bonus one and lower than the minimum amount required for Payout according to the Terms. The KYC validation process of your account was never started. Although the wagering requirements of the bonus were completed on 5/20/2021 there was no deposit made during the next 50 days before the country of your residence was restricted.

Should you have any questions please let us know.

Regards,

Slots Empire Casino Team

I'm ready to start validation process and also I mentioned I am ready to deposit. You have mentioned all real money paid before closure. I understand. But for sure I didn't know when my account was closed. When the new terms applied. After I open case here I see the new rules. Is this the right way to close account without inform to the customer? Is this the rules to void winnings? If there is any changes in terms why shouldn't I receive any email from Slots Empire in advance. I'm also playing in another casino. Before restrictions they are emailing as well. And also they are giving all necessary instructions before restrictions. I'm not happy with Slots Empire service. It's not the right way to simply confiscate winning.

Hello Mdarifmia,

Please refer to the Articles 2 & 3 of Terms and conditions which say the following:

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.

Customer satisfaction is an aim of ours and we’d be more than happy to apply any possible exceptions. However in this particular case the playable balance is considered as bonus one and the amount is lower than the minimum required for the Payout request. There was neither a deposit attempt nor a validation process started during 50 days. Moreover your account was never confirmed over the phone after bonus requirements were completed and before the country of your residence was restricted by the gaming provider. Thus, we will not be able to proceed with a payment.

Regards,

Slots Empire Casino Team

It is so ridiculous to see the deposit and withdrawal rules of Slots Empire.

Minimum deposit 20€ and minimum withdrawal 150€. I mentioned before I am ready for any verification process or if there is any deposit needed. If it is the aim of Slots Empire that customer satisfaction then don't put this kind of rules. I'm also playing at another website. If there is any changes in terms they email to me in advance and mention the date about upcoming changes. This is not customer satisfaction at all. I'm not satisfied.

Dear Mdarifmia,

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 withdraw your winnings, which did not happen and since the casino is not accepting players from your country, we fully understand, that the possibility of depositing and verifying now is a bit too late.

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