SlotsPalace Casino - Player's account closed during a withdrawal.

I won 1995 euros.

I asked about my 2 withdrawal requests 500 and 495 euros which i attach.

And then i get my account closed unjustifiedly saying its duplicate.

I have asked the live supported in various cases for verification and they replied there is no need.And now look when i need to withdraw my money they ban my account. In that account in addition to the 2 withdrawal requests there was the amount of 1000,14 euros.

I want to get my winnings since they should have let me known earlier if there was a problem with my account.

They have made previous withdrawals but seems now they dont want to give me the amount.

I'm waiting for the financial department to answear my emails.

Plus it seems that i can no longer use the live chat.

Hello thodosakis98,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SlotsPalace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you were aware of having multiple accounts? Did you use bonuses on both of the accounts? Did you receive any kind of refund from the casino? When was the last time you contacted them and did they respond?

Looking forward to your answer.

Regards,

Nick

I was not aware of having multiple accounts and in fact wasnt given any proof.

I had only one account with slotspalace, Thodosakis98.

In previous withdrawals i asked in live support if there is a need for verification they responded negatively.

I didnt use any deposit bonus.

Last time they responded was yesterday when it all happened. I talked with Harry and Nathan in live support.

Harry closed my account, Nathan said nothing can happen now regarding the account and that the financial department will come in touch with me regarding the requested withdrawals and the balance on my account.

I have mailed the support and waiting for my withdrawals.

I have the emails from previews processed withdrawals and of the last requested ones.

I want the full of my winnings 1995 euros.

Hello thodosakis98,

In case you had multiple account, it is up to the casino whether they pay you out anything or not but we can't force them to as you breached the casino terms. Can you please advise since when are you waiting for the casino to pay out the remaining balance?

I received this email from slots palace at 2nd September saying that they will refund my last deposit which was 400 euros.

Since then i have not received my money back.

I contacted them via email and chat but got no a answer on when will that be.

They gave me no proof that there is a duplicate account even if i asked if there is an account in the household that im not aware of.

I attach you the chat with live support.

Since they voided my winnings and withdrawals i want my refund as soon as possible, it has already been more than a week they said im going to get my refund soon.

Please help me.

Hello thodosakis98,

As there is currently no proof that you really do have multiple accounts, your complaint will be forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on and will try to get more information from the casino.

Wish you best luck resolving it.

Regards,

Nick

Hello thodosakis98,

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite SlotsPalace Casino to join the conversation.

Dear SlotsPalace Casino,

Please forward me the evidence to support your claim the player has opened multiple accounts to michal.k@casino.guru

Dear Michal,

Thank you for reaching out.

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

Best regards,

SlotsPalace.com

Dear thodosakis98,

Can you please confirm if any of your family or friends have opened an account at SlotsPalace Casino?

Dear thodosakis98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.