Slottica Casino - Player's account blocked during withdrawal.

Good day, I have been playing at the casino for two months, everything was fine, and I was receiving payments. After a small winning streak of 400 thousand rubles, I started to slowly withdraw funds. While I was cashing out (they process withdrawals of up to 40k every 32 hours), I played some slots. On my third cash-out, my account was blocked and my winnings were fully debited (I received an email notification). I believe the casino didn't want to pay out a large sum and decided to handle the situation this way, as I didn't break any of their policies or rules. Meanwhile, the customer support is telling me that the actions of the financial department are irreversible and they don't block honest players. I've never encountered this before in my entire gaming history; it's never happened in any other casino.

Hello sergeyshebunyaev,

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

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When did you successfully receive your last withdrawal from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick, my account has been fully verified since July 18th, winnings have accumulated only with real money. The last successful withdrawal from the casino was on August 14th. My last conversation with the casino was today, I wrote to them by mail and in support to find out the reason for blocking and writing off the balance, to which they replied and I quote "We reserve the right not to provide detailed information to you, you are perfectly aware of your violations."

I also want to clarify that as soon as I started playing on this project, the payout was rejected a couple of times due to the paragraph of the rules of this casino "10.4.3.4. The player postpones game rounds, including free spins or bonus games, or generates game progress to collect the winnings later." . After that, I did not postpone the bonus rounds and knew this rule. It is very strange that I made payments without violating this rule the next time, and then they reset the winnings and block my account referring to the same rule, I want details of what exactly I violated the last time, which caused the entire balance to be reset and the account blocked t .To. I don’t understand and I think that the financial department of this casino made a mistake and I ask you to reconsider the decision on my account.

Hello sergeyshebunyaev,

Postponing round is usually connected to bonuses and not real money. Are you entirely sure that you've used real money balance only? Please also forward any communication between you and the casino to nikolas.b@casino.guru.

Hello, I used bonuses for the first deposit of 100%, they canceled my first deposit for pending game rounds, then I used free spins and lost them, then I canceled the second withdrawal for pending game rounds, after which I did not use bonuses with a wager. didn't want to face any more cancellations. After the next deposit and winning, they began to withdraw money, withdrew it several times, I will attach all the screenshots of payments that came from them to your mail, as well as the entire history of correspondence by mail with support, I don’t understand what to do, for the first time I encounter such indifference of the casino to player.

The first deposit was for 15,000 rubles on July 15, the withdrawal on July 16 was canceled

The second deposit was on July 17 for 10,000 rubles, after which there was a successful withdrawal on July 19

The third deposit was on July 21 for 5,000 rubles, after which there was a successful withdrawal on July 22

The fourth deposit was on July 23, after which the withdrawal for delayed rounds was rejected, after this cancellation I stopped using bonuses with a wager and on a deposit, the cancellation was on July 27

Then there were two deposits of 1000 rubles on July 28 and 30, without bonuses, after which they made payments on August 1, 3, 7, 9, 10, 12 without problems

After there was a deposit on August 13 without bonuses, after the second cancellation which was on July 27, I did not use them, after this deposit there was a big win and after it the first payment was made on August 14, after this payment I stopped playing, and even more so did not use bonuses, put money for withdrawal which was rejected and, as a result, the account was blocked.

All screenshots with deposits, withdrawals, cancellations of withdrawals, and correspondence with the casino were sent to you by mail

Thank you sergeyshebunyaev for all the information provided so far. To clarify the situation with the casino, your complaint will be now forwarded to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello sergeyshebunyaev,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slottica Casino to join the conversation and participate in the resolution of this complaint.

Dear Slottica Casino,

Can you please comment on the issue? Why the player's account has been blocked and the winnings confiscated?

Thank you.

Kind regards,

Tomas

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 sergeyshebunyaev,

I'm currently trying to get in touch with the casino's representatives internally, so I will now extend the timer by another 7 days to see what can be achieved.

Thank you for your patience.

Kind regards,

Tomas

Dear sergeyshebunyaev,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas