Slottica Casino - Player's account has been blocked.

I won the weekly tournament. The prize was 1750 euros and a day before claiming the prize they blocked my account for no reason(the reason they said is because i MENTIONED gambling addiction in an email) i said that they are taking enough money from gambling addiction and there is no need to take money under the table. Because for every deposit they take 10% fees although they say they dont. I wrote to the support they asked me to send transaction pdf file for every deposit and that i will receive email after reviewing. That was a lie and they were only talking to me so the time can pass and just deceive me. Every deposit was a transaction to a different merchant(xbox, Fundof, Da Vincis, giftingpassion.com and more). I want 500 euro also for the fees that they tooked under the table.

Dear Martwo1,

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

Could you please forward me the email communication between you and the casino, that caused the casino to block your account? My email address is veronika.l@casino.guru.

Did you contact the casino after you won the tournament to check if they would pay the winnings to you?

Regarding the deposit fees, please understand that some payment methods may charge a fee for processing the payment, and it may have nothing to do with the casino itself.

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

Hello, thank you for the quick response.

Regarding the fees I see it like a dead end, because I cant prove who takes those fees. In the transaction it says charge by merchant - 658.35 euros and fees from the bank are in separate row for exchange fair usage. And also it is not related to exchange rate because it is exchanging the money charged by merchant. Notice that every charge is to a different merchant Xbox, Da Vincis... and it is not provable.

Yes i contacted the support of the casino via chat regarding the prize. They said that if my account is unblocked within a month I would be able to claim the prize. On 16 of April with will become one month from blocking it. They assure me that everything will be ok and they do not do this to deceive me but when i am writing via email they do not respond me.

Also they will not pay me the prize if my account is blocked. At least this was confirmed by them.

I will forward the mails to you, you will receive it from m*****6@yahoo.com

Thank you very much, Martwo1, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Martwo1!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

So the time is passing and the month will expire and i will not be able to claim the prize. We are waiting the scammers to answer why they are scamming. They behave like a complete gypsies and misers. Cheap tricks to not give a small part of the money i lost. And the support is in the game and keep lying. I cant believe for such a small amount... those are nasty filthy dishonorable greedy people, the sludge of the world.

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.

The account was reopened today. I am waiting for a response for the weekly tournament prize. The support said to wait, a request is sent to the responsible team.

My account was unlocked today as i said few days after i could claim the prize(or at least that were words from the support but they are bots or people who only tells lies). And we are waiting for a response from the scammers to answer us why they are deceiving. Its ridiculous.

I asked for the prize from tournament week which end on 17.03.24. They were only diverting the question and after several mails they stopped answering me. Lies and avoiding the question. Imagine how stupid they are, they kept 1750 euros, but i would lost 15k if they didnt blocked my account... how stupid they are. And the funny thing is that the support keeps saying we are licensed casino we dont deceive our clients. And also they are asking me if i receive mail or something that they notify me for my winning. They are making fun of me.... they blocked my account for no reason and after that they are asking did you receive something you should have be able to claim the prize it was added automatically...

F*** idiots

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team