SlotsPalace Casino - Player's struggling to withdraw his winnings.

I did many withdrawals most of them with no reason or explain returned back to my play account as deposit. So many days and not a cent transferred to my bank account.

Dear Thomas,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you made any successful withdrawals? How many withdrawals have been returned to your casino account?

Could you please confirm that you have passed the KYC verification? 

Have you tried contacting the casino regarding this issue?

Looking forward to hearing from you.

Best regards,

Kristina

As i told you i haven't got a cent transferred to my bank account. Contacted support and always the same answer. Sorry for the inconvenience plz be patient the finacial team works on that matter. Since 27/5/2022 and nothing happens. I dont know what KYC verification is never asked me anyone.

Thank you for your reply, Thomas. Verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Do I understand correctly that you have not provided any documents to verify your identity?

Some withdrawals indeed transferred to my bank account but today i logged in to my account only to find out that have of my funds who were left in my account gone missing. Its 5000 euros.

Also they closed my account. Plz help i am desperate.

Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

They told me in chat that the account is closed for the investigation process and the relevant department will contact me by email. I asked them why it takes so long but they cant answer. I am desperate i had 10000 euros then 5000 of them missing and 5000 where left in the account and now they closed it.

I got this answer.

We would like to inform you that unfortunately no refund is possible to your gaming account and he decision is final and not negotiable.

What can i do now?

Thank you very much Thomas for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello Thomas,

I will assist you with the complaint from now on. I would like to ask the representatives of SlotPalace Casino to join the discussion in order to help us resolve the issues.

SlotPalace Casino,

could you explain what happened to the balance on Thomas's account and why the account was closed?

The matter is that they opened the account but refuse to refund the 5000 euros

Dear all,

Thank you for reaching out!

First and foremost, we would like to clarify the reason the user believes that 5,000.00 EUR are missing from his account. On June 18th, the customer came to chat to inform us that the funds were allegedly used by a 3rd party. After receiving that information, we closed the account and conducted a check of the player’s game session, later coming to a conclusion that there is no sufficient evidence to prove that the account was used by a 3rd party. Consequently, there is no ground to believe that the funds should be returned, as they qualify as such that were used by the player according to the following article from our Terms and Conditions:3.3 You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.

Should you have any other questions, feel free to contact us via chat.

Best regards,

SlotsPalace.com

I explained to you that i log into your casino from my personal mobile phone and only, how can someone else use it without me knowing it? At that time i informed you that i couldnt log in to my account and when finally was able to do it i found out that thus amount of funds where missing. The one who manages to log in the casino used the funds i had won he didnt use bank account as if he do he will have to know bank sequrity codes wich is impossible as i would got a remind from bank if used. Maybe even you used them so you dont pay. You give all the fault to me. Why you not accept that it might be your cause of your security or something else i dont know. Propably you dont care as its not something that you lost.

Also after the account enabled i played again and won 15.200.00 euros i have sended you screenshots of winning and the message screen popped up wich then i saw that winning where not credited to my player account. It was a bet of 100euros first draw got the hititbig big triple which there i won the amount so what you claimed that it was bonus play does not stands. Noone can bet 100euro in one draw at bonus play. I dont know whats goin on with your casini i hope casinoguru will help me solve these issues with you. You are not willing to accept .

Hello,

thanks for the update, and thanks for the reply and explanation to the SlotPalace Casino team.

Thomas,

Could you share with us the screenshots or other proofs of your wins that were not credited to your account?

Please send them to my email at tomas@casino.guru

SlotPalace Casino,

1. Could you please forward the player's history and the authorization journal (logs showing from which IP addresses players accessing their accounts from the relevant timeframe) to me on the email above?
2. Could you confirm you received the screenshots from the player and what is your explanation on why the winnings were not credited to the player's account?

I sended younthe screenshots you asked. There are not recorded

Dear Customer,

Thank you for contacting us! We would like to stress once again that after a check of your game session by the responsible department was made, there were no reasonable suspicions that a 3rd party accessed your account.In regards to your reported win, we would like to kindly ask you to contact our support department with the following info for us to locate the bet, as, unfortunately, the screenshot does not contain enough information:

balance before the bet

date and time of the bet

bet ID

We are looking forward to your cooperation in resolving the missing win problem. Should you have any other questions, feel free to contact us via chat.

Best regards,

Slotspalace.com

The time is shown clearly its 13.35. i checked my self the records when i show that my win after the pop up message disappeared and its not recorded so how can i provide you an id? I had 100 euros and draw once i was lucky and got in hititbig bonus round where i won the all amount.

Casinoguru plz take action as you can see slotpalace is not willing to pay they are playing crazy asking things that are not possible. They should have all the info they ask from players to provide. They should check their systems so matters like these not occure to other players. Casinos are good in taking money when they have to pay back then things get problematic and difficult. Its time to clear the scenery and only trustworthy casinos stay.

Dear Customer,

Thank you for your answer. Would you be so kind as to provide us with the date of the bet? That will help us in investigating the issue. Thank you in advance!

Best regards,

SlotsPalace.com

I think it was 23/06/2022

Hello Thomas,

We are discussing proof the casino provided in an email exchange with their specialists. I'll let you know about the conclusion as soon as I am able.

Thank you very much Thomas

Hello Thomas.

Based on the evidence provided by the casino our conclusion there is no evidence of 3rd party play or evidence of the 5000 missing. From our point of view:

1. the balance changed from 10 thousand to 5 thousand on the same gaming session on the 17/18th of June( depending on the time zone) and there was no other IP detected to log in to your account during that time
2. There is no win of 15200 recorded in your game history. I am afraid it would be nearly impossible to prove the win happened.

Unless I overlooked something I don't think we will be able to help you with these issues any further.

If you disagree with our conclusions, I recommend you contact the casino's regulator and file a complaint using the email address certria@gaminglicences.com

Of course they have their systems made like this so not be any proof.

Hello Thomas,

after careful consideration, we are rejecting your complaint as unjustified.

We are sorry we couldn't help you with this matter.

Feel free to contact the casino's licensor if you wish to pursue the matter further.