HomeComplaintsSlottica Casino - Player's account was suspended and his winnings were confiscated.

Slottica Casino - Player's account was suspended and his winnings were confiscated.

Black points: 130

Amount: €500

Slottica Casino
Safety Index:Low
Submitted: 24 Aug 2023 | Unresolved : 15 Mar 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

8 months ago

The player from Germany has been partially paid €1500 out of €2000 winnings, with €500 remaining. However, his account was suspended by the casino, accusing him of fraudulent activity without providing any proof. The player denies any wrongdoing and requests the casino to provide evidence. We closed the complaint as unresolved since there was no response from the casino.

Public
Public
1 year ago
Translation

Some of my 2k winnings have been paid out in part: 1500€ were paid out and 500€ were not.

My account was suspended without any proof, merely with the claim that I'm a fraud and a scammer.

I received no solid proof, they checked my gameplay history and are of the opinion that I am cheating!

How am I supposed to have cheated?

I didn't change my bets during a game. I switched games, but I didn't do anything wrong or anything that could manipulate a game. I don't even know how that works!


I politely ask Slottica to provide an answer with proof, and dear Guru team, please help me clear this up.


Automatic translation:
Public
Public
1 year ago

Dear thomash95,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. 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?

Have you requested your winnings to be paid in parts?

Have you accumulated your winnings with or without an active bonus?

What types of games have you played?

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

Public
Public
1 year ago
Translation

Yes, in the past all payments were successfully made to my account! i've been playing there since last december! and there were no problems and withdrawals were always processed. from time to time there were technical errors with the payout, but then i simply applied for a new one and it was always paid out.


Correct, I applied for partial payments of my winnings and after each win I waited and asked for a payout again after a few days.


I can't remember if it was a real money win or a bonus


Maxbet is 2 euros, I know that the forbidden games are displayed in the casino and you cannot open them. Games where bonus money are allowed but real money games don't work either. There is a program built in that you can't open this game.

I have mostly always played slots from time to time I also play slots that are not slots but these count as slots (mining games) ((mining games))


Thank you unfortunately I do not have access to my profile in the casino because it has been blocked and I am denied access. and that's why no game history can send you transaction history either!




Best regards

Thomas .





Edited
Automatic translation:
Public
Public
1 year ago

Please forward any relevant communication between you and the casino regarding your account suspension to veronika.l@casino.guru. Thank you.

Public
Public
1 year ago
Translation

I sent an email, this email relates to the entire group, including the most difficult casinos, at the moment I have a complaint going on at slottica and spinamba, the email relates to both casinos, thank you very much, best regards


Thomash.

Automatic translation:
Public
Public
1 year ago

Could you please send me the email directly from Slottica about blocking your account?

Public
Public
1 year ago
Translation

No, I can't send it to you because I haven't written to Slottica, I've received a complete ban for this company, this affects all the casinos that are offered. I have only written to Spinamba Support and I sent this email to them and this affects the entire company as stated in the email. If you would like, I can write to Slottica Casino again and ask why I was blocked. I will forward the email to you and as soon as I have information I will send it to you, thank you


Kind regards, Thomas H.

Edited
Automatic translation:
Public
Public
1 year ago

Thank you very much, thomash95, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.

Public
Public
1 year ago

Hi thomash95,

 

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

 

I'd like to ask Slottica Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

 

Thank you.

 

Best regards,

Tomas

Public
Public
1 year ago
Translation

Thank you, I asked the SLottica team a question and wanted to know why I was blocked. You can see the answer in the email I sent you. The only reasons I was given were that I violated the bonus conditions, but that's enough for me I don't think it's okay to just make a claim, I want to prove it :) Greetings.


Thanks and best regards


Thomas h.

Edited
Automatic translation:
Public
Public
1 year ago

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.

Public
Public
1 year ago

Dear thomash95,


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

Public
Public
1 year ago

Dear thomash95,


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

Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news