The player from Ukraine had his account unexpectedly blocked after he had requested a withdrawal. The player, who had previously passed KYC verification and had not used any bonuses, was unable to access his remaining balance of $285. The player confirmed that his account had been permanently blocked and that he did not understand the explanation provided by the casino. We tried to contact the casino multiple times without success. As the casino was operating without a valid license and did not refer to any ADR service, the complaint was marked as 'unresolved'. The player had been advised to choose casinos based on their reviews and ratings in the future to avoid similar situations.
Slots Safari Casino - Access to player's account has been blocked after withdrawal request.
Black points: 207
Amount: $285
Slots Safari Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
9 months ago
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11 months ago
Translation
Dear Casino Guru, the fraudsters at SLOTSSAFARI have blocked my account and are not responding to my communications! I successfully passed the KYC verification back on 25.11.2023. There were absolutely no issues with the game until today. The problems began as soon as I ordered a withdrawal of funds. Ever since, I am unable to access my account. I have not used any bonuses. There remains a balance of $285 of my own money in the account.
Automatic translation:
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11 months ago
Dear xray200,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Slots Safari Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if your account was blocked temporarily or permanently?
Have you communicated with customer support about the reasons your account was blocked? If you received any explanation, please forward it to veronika.l@casino.guru. Alternativley, you may post screenshots here.
Do I understand correctly that this was the first time you attempted to withdraw your winnings from this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
My account is permanently locked. I got an explanation, but I didn't understand anything. Why is my account blocked?
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10 months ago
From the screenshot you sent here, it seems that the casino blocked your account because you broke the maximum bet rule. We do not penalize casinos that use the maximum bet rule when playing with bonus money, however, it is unfair when casinos impose a maximum bet on players who use only their own money to play.
Do I understand correctly that you accumulated your winnings WITHOUT any bonuses?
Could you please specify the exact amount you deposited and the value of each bet placed?
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10 months ago
Translation
I didn't take any bonuses. Deposits were made in the amount of approximately $400. Bets were made in the amount of $20, $30, $50, $100.
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10 months ago
Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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10 months ago
Hello xray200,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Slots Safari Casino to join the conversation and participate in the resolution of this complaint.
Dear Slots Safari Casino,
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Kind regards,
Tomas
Casino.Guru
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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
Dear xray200,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Tomas
Casino.Guru
