Slots of Vegas Casino - Player’s account was restricted after withdrawal request.

I had registered and played in slotsofvegas recently. I have won several hundreds and after I have withdrawal request they restricted my account. There was not any reason of blocking me. I can't even login to check the exact date and exact amount of withdrawal request. If they don't want me to be their client (for example, if they don't like Russians or Uzbeks) they could inform me that closing my account but they and should withdraw my money before that. I have several emails to this casino - no response. It seems that they just avoided to pay money - that was the reason of blocking me.

Dear rustamsulton5577,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello

My account was registered a month ago - 30-35 days.

I was playing only slot games.

I had a bonus funds, but wager requirements where met.

Over 1000 was won. 0.038 btc was withdrown by my request and the rest remains in my account. I had withdrawal request for remaining amount also. Don't remember exact dates and amounts and did not fix them anywhere as I did not have any Idea tha I could be blocked. I didn't receive any document sending requests from casino.

Thank you very much, rustamsulton5577, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi rustamsulton5577,

I've just reviewed your case and am sorry your account was blocked with no explanation. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Slots of Vegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what was the reason for blocking the player's account and why it wasn't communicated to him?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

I have reviewed the situation and the account has been deactivated due to the use of VPN which is strictly prohibited by the terms and conditions of the casino. According to these terms which were agreed to by the player at signup we are within our rights to deactivate this and any related accounts and consider any outstanding balance null and void.

We hope this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots of Vegas

Hello

I did Not use VPN playing in Slotsofvegas. I use office wi-fi, they may use proxy, not sure. I guess casino.guru will review fairly documents.

Dear rustamsulton5577, I'm waiting for some more supporting evidence from the casino at the moment. I'll share updates as soon as I get them.

Greetings all,

The requested information has been provided to Natalia privately.

Best wishes,

Nick and Slots of Vegas

We have received different documents from the casino and thoroughly evaluated them. Based on the provided evidence, we concluded that the player was involved in some kind of suspicious activity which goes against genuine playing. Unfortunately, we cannot stand in favor of the player in this case since the casino has it written in its terms (https://www.slotsofvegas.com/terms.php), that if any of the breaches listed in point 12. of the terms happen, the casino may void any winnings.

Dear rustamsulton5577, due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.