SlotsPalace Casino - Player's account closed after withdrawal request.

Good evening,

I made a deposit of 30€ to the casino on 20/11. After I received my deposit bonus, I played and managed to withdraw 500€. The maximum betting amount was 2€. All seemed fine at that point. I have all our chat exchanges where they confirmed that my money would be in my account in 3 working days... On 27/11, I was requested to verify my account and transaction history. Despite uploading and having them approved, they again assured me that the money would soon be in my account. The next day, I attempted to login and found out that my account had been closed. On 1/12 I contacted them again to find out what happened to my money and my account. At that point, they started telling me that they were not certain about the amount I would receive and to please wait. I earnestly request to know what happened and to receive my winnings, as I need them. I can upload any documents as required.

Dear Mariak1993,

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)?
• Have you received any winnings from this casino in the past?

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

Good evening dear Petronela,

I am glad for the prompt response.. The account was identified on 11/30

As for the conversation history, should I upload it to your email??

Thank you very much, Mariak1993, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Hello, Mariak1993!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Pavel,

Thank you for contacting us.

Please be informed that we sent an email to pavel.k@casino.guru. Looking forward to your reply.

Best regards,

Slotspalace.com

Thank you, Slotspalace.com!

Mariak1993, we have received evidence that your account has been connected with another person, previously registered in the casino. Therefore, I am forced to reject your complaint. If you will have any other problems with other casinos in the future, do not hesitate to contact our Complaint Resolution Center once more!

Based on conditions 3.1 and 3.2 the casino is entitled to an active account there is no other the conditions are unfair as I have made so many deposits to the company estolio cy which is also the palace it is tragic that when someone wins they find a bunch of excuses not to pay.