SlotsPalace Casino - Player was accused of opening multiple accounts.

I played in this casino for a week or so spending more than 1000€ . I made several withdrawal attempts but non was completed. Many days passed and I contacted Customer support several times asking what's going on. I was told everything was fine and since I did not want to cancel my withdrawal requests I kept depositing money from my bank account. Today, i tried contacting C's again asking if I need to pass KYC verification and I was informed that my account was blocked since it was a duplicate. No further info was provided. I know this is getting nowhere but I would like everyone who sees this to stay away from this casino. There are better ones , honest ones. STAY AWAY, don't let what happened to me happen to you.

Dear geosummoner02,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have submitted any documents for KYC verification? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Requested to provide necessy info to pass KYC and when I did that( before any documentation was sent) my account was blocked. I know for a fact that my cousin and brother are playing in this casino ( but I do not think that they have ever used the same IP. No winnings were made using any of the bonuses provided. I also know that my cousins account was closed ( upon his request) in July 2022. I had almost 1200€ pending withdrawals at the time my account was blocked. I also have saved several chat transcripts were customer support told me that they will refund me my withdrawals. I asked what the supposed duplicate account was in order to be able to verify that it is indeed a duplicate but I was not provided any information. Problem is that I have spent more than 1000€ in this casino and I do not think that a fraud would actually spent that amount to will a little more than that. Could you please advise me on how to proceed?

geosummoner02,

Would you be able to provide any relevant communication between you and the casino to my email at tomas@casino.guru?

Also, were your cousin and brother verified in the casino? Could you specify if you or your family received welcome bonuses or other bonuses intended for only one player on any occasion in the casino? I'll await your reply.

Dear Tomas,

None of us has been verified. I did actually request to be because I wanted to know the documentation needed to have it ready. Since my utility bills are in my wives name I imagined i would have to request for a name exchange from one of the companies in order to pass the KYC. And that's why I started the conversation with CS. The rest of the information I have sent to you via email as requested.

Thanks in advance.

I was just informed that all my withdrawals were cancelled and a 20€ withdrawal will be processed instead. So I lost 1500€ of deposits plus 1105€ of withdrawals and given 20€.

Please understand, that if the document is in not in your name, it probably won't be accepted by the casino for verification purposes. For future reference, if you can't use the utility bill, use another document that is addressed to you at your home address instead.

I am sorry to hear the casino changed its mind about the withdrawal and decided to cancel your winnings.

Thank you very much, geosummoner02, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I can change the utility bill's name and in any case I can provide any other document. Utility bills are just easier for me. What I do not like is the fact that I was given no information regarding the other account whatsoever. My question is, if same IP was used half a year ago and then the account was block upon request of the customer is my account considered a duplicate in this case? And if there is another account, at a different casino part of the same group does that make my account a duplicate as well? That's what is unclear to me so far. Thanks for taking the time to help me out.

Best regards

Hello geosummoner02,

I'm Michal and I have taken over your 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,

Can you please provide more information regarding the player's issue? Please provide any supporting evidence to michal.k@casino.guru

I have an update. Based on what casino customer support mentioned the duplicate account is indeed my brother's. Problem is (and I can prove it) that my brother played in wazamba casino and not slotspalace which are, as I mentioned, part of the same group. I would like to know if that is a case of a duplicate account or not. Just be sure I do not make the same mistake in the future.

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.

Dear Michal,

Thank you for contacting us.

An email with supporting evidence will be sent to your email shortly.

Best regards,

Slotspalace.com

Thank you for the response, SlotsPalace Casino. I have received the email.

Dear geosummoner02,

Your brother's account in Wazamba casino has nothing to do with SlotsPalace Casino as both casinos are operated by different companies and are not related at all. Does your brother or any other of your family relatives have an account at SlotsPalace Casino? Have you previously had closed your account in any casino because of game addiction or you decided to self-exclude yourself or anything similar?

In slotspalace palace No. I think my brother requested to close his account. I am trying to have him find his emails in order to forward them to you. In slots palace the only person that had an account was my cousin and his account was closed for gambling addiction 6 months ago. For that I also have his emails which he forwarded to me and I can also send to you.

Dear geosummoner02,

Do you share the same address with your cousin or brother? What is the age difference between you your brother and your cousin?

With my brother we have the same address but as I said He doesn't have an account at slots palace. I am older than he is. My cousin has the same age as me and lives nearby. I can share the address details via email if needed. With my cousin we were born on the same day exactly.

Dear geosummoner02,

Please forward your ID/passport, proof of address, and the same documents from your cousin if you can to my email michal.k@casino.guru

Thank you

Dear geosummoner02,

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.