SlotsPalace Casino - Player’s winnings have been confiscated on terms and conditions breach accusation.

Hello,

I would like to make an official complaint and get my hard earned money from this company. I think this online casino brand called Slots Palace has stolen around 1000-1600€ from me. Accusing me of breaking their terms and conditions which just is not possible. And now they have closed my account.

I made some winnings there in these few months I played there. Tho last time couple weeks ago I lost around 4000€. I have not used any bonuses on any point. They havent even asked me to provide any KYC documents. Just false accusations and closed my account.

Their exact accusation was the following and this is completely false. Please help me.

"Dear [name edited by Casino.Guru],

Thank you for contacting our Customer Support Team.

Please be informed that your account was permanently closed as per violation of our Terms & Conditions paragraph 9.1. All your winnings were removed, and the last deposit was refunded to the method you deposited with."

There is absolutely no chance that I would have broken any of their terms.

Dear halme00,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with SlotsPalace Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino in the past?

Do I understand correctly that you never played with a bonus and never provided any identity documents to the casino?

Could you please specify what types of games did you play? Was it slots, live casino games, or sports betting?

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

Hei,

-Olen tehnyt useita onnistuneita nostoja tältä kasinolta. Tuhansia euroja.

-En koskaan ole pelannut bonuksella enkä toimittanut henkilöllisyystodistusta koska tätä ei missään vaiheessa pyydetty. Voin tämän koska vain heille toimittaa.

-Pelasin kolikko pelejä kasinoilla sekä tein maksimissaan 6 vetoa urheiluun eli erittäin vähän urheiluvedonlyöntiä. En muista tarkalleen.

Kiitos avusta!

Thank you very much, halme00, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you halme00 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SlotsPalace Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Dear all,

Thank you for reaching out!

Please be informed that the account in question has been closed due to a violation of the following point of the internal Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- using the Website for commercial purposes or in someone else’s name or interest;

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

We have sent the evidence related to our decision to peter.c@casino.guru.

Best regards,

Slotspalace Administration

Arvostaisin jos joku voisi tätä päätöstä ja asioita sen taustalla minulle hieman avata, sillä minä en tiedä ollenkaan miten sääntörikkomus on muka voinut tapahtua, enkä halua näin käyvän missään uudestaan.

Edelleenkään en voi tätä päätöstä ymmärtää ja mielestäni en ole voinut mitään sääntöjä rikkoa millään tavalla. Miten minut voidaan tuomita ilman että olen edes mitään asiakirjoja päässyt lähettämään?

Thank you for providing evidence SlotsPalace Casino team.

Dear halme00, the casino has provided us with evidence of collusion as you received funds from a person holding an account at the casino that you used to deposit as well. This is a violation of the casino's terms of service and due to this reason, we will have to reject your complaint. 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.