Slots Empire Casino - Player’s withdrawal has been delayed.

On the site it says if u used a bonus or free spins what u win it will be deducted from winnings so a made a withdrawal tried they asked for all my info I did everything they asked a guys said I would be able to cash out a 100 max that’s fine they don’t email back and when I do it’s automatic email and when I reply it says someone will contact in 5 days so u got 5 or 6 different talking there not all the same page then they said I have a double account just like I told them I lost my phone I only have one account some people are dumb and don’t understand

Dear Octavia,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I am not sure I understood correctly - would you be so kind and indicate whether your account been verified or not, please?

Also, I checked the T&Cs (https://slotsempirebonuses.com/en/terms/) and I found this:

"The Casino allows each Customer to create one account per person, household, IP-address, billing address, or device. If the Customer opens another account with us, we will, at our sole discretion, remove the account we consider to be a duplicate account, and void the winnings."

Is there any chance, that someone from your household, or using the same IP address has created an account at this casino too? 

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards,

Kristina

Yes it has and I was told I have duplicates account I didn’t make those I lost my phone and didn’t even know about them till I was told verify u got more than I did I haven’t spoke to them in 2 weeks I got email saying my documents and account have been update so there full of lies

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

Hi Octavia,

I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite Slots Empire Casino to the conversation to participate in the resolution of this complaint.

Dear Octavia,

Thank you for your feedback.

I've been in touch with the casino representative and got the information that you've just played with the no deposit bonus code and the balance went below $1 before the bonus terms have been completed.

Please be informed that the Wagering Requirements are applied to all No Deposit Bonuses as follows: 50x Bonus for Slots and Card games bonuses, 50 times the winnings for Free Spins, and 60x Bonus for Roulette bonuses. I've just looked into the Casino Terms and it says there's a need to make at least one deposit before the Payout after wagering requirements of no deposit bonus met.

Also, the deposited amount has to be wagered 1 time to make the balance you have suitable for the Payout. Please take into consideration that the minimum amount allowed for payout is $150, therefore, in case max payout amount of the bonus you were playing with is lower than $150, the difference should be deposited and wagered 1x time.

I'd kindly ask you to check it from your side as all above-mentioned info could be proven by Article 24.d. of General Bonus Terms of the website.

Please let me know if you still have any questions.

Regards,

Slots Empire Casino Team

Dear Slots Empire Casino Team,

Thank you for your reply. If I understand you correctly, the problem wasn't with a duplicate account but the wagering requirement for the bonus wasn't completed?

Dear Slots Empire Casino Team,

Could you please reply to my question above?

Dear Peter,

Indeed, the wagering requirement of the bonus wasn’t completed and the playable balance went below $1 while playing with a bonus.

Regards,

Slots Empire Casino Team

Thank you for your reply.

Dear Octavia,

Can you confirm this? Do you have access to your game history?

Dear Octavia,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.