Slottica Casino - Player's winnings were confiscated.

Slottica Casino - The player's winnings were confiscated due to a rule violation. I need to understand how this happened when the game paid out knowing that I deposited money. They didn't send me a picture proving which game it was and how it would violate the rules if it was the game itself that paid out. They took $800 all at once despite the fact that I won gradually.

Dear EverliseWandscher08,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slottica Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long you were a player of the casino and when exactly was your account blocked?

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance with or without an active bonus? 

What rule you allegedly broke according to the casino, please?

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

Hello, so I won 998 reais in a game and asked to withdraw 1000 I had a balance on the platform, it did not work because I needed an update after that I sent the documents and updated it and went to play again and lost I came to 400 and shortly I entered the Roll in Money game and started playing for 5 reais and in the round it fell 101 reais x 5 made my balance rise to 900 and I asked to withdraw then an email came saying that my balance of 800.00 was withdrawn because I broke the casino rules and lost my money and no I understand I deposited and I didn't play with free spins I asked for proof they didn't send what they said unfortunately they broke the rules

Could you please send me the email you received from the casino? My email is tomas@casino.guru

Yes, I forwarded the email that came

They sent an email saying that

Hello!

Thank you for reaching out to the Slottica support team.

Your request has been closed because we have not received your response. If your request is still relevant, please let us know by replying to this email.

In order to receive a quick response, we advise you to contact our online chat on the website. Our chat representatives work 24/7 and will be happy to assist you.

We wish you a good day!

Compliments,

Slottica Support Team

Oh I asked in private they said that

But they just roll it up, they won't pay me 😭😭 they'll claim I cheated even though I deposited and didn't play with a bonus 😭

Could you please send me the email the casino sent you in which they accused you of breaking their rules? Please note we will need a complete picture of the situation before we proceed.

Please send it to tomas@casino.guru

Yes I can

I sent

I believe they won't return it, right 😓 they claim that I used a bonus knowing that I didn't use the bonuses, but I deposited money and played games of 2.00 and 5.00 reais 🥹

Thanks for your patience and your messages.

I can see the casino accused you of breaking the following rule:

10.4.3.4. The player postpones game rounds, including free spins or bonus games, or generates game progress to collect the winnings later.

Please understand delaying rounds creates an unfair advantage for the player over the casino.

Could you please confirm you didn't play the slot game 'Roll in Money' with any bonus balance prior to achieving your winnings with real money?

I'll await your reply.

They said that I played but the ones I played were others that were the winnings and I played with a balance and not with a bonus and they said that they have these two games in their system

I bet 2.00 reais and then 5.00 reais, which is what I won roll in money

I didn't get a bonus, they sent an email saying they weren't going to refund it and I simply broke the rule.

Thank you very much, EverliseWandscher08, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thank you very much

Hello there,

Thank you EverliseWandscher08 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slottica Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

uhum

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.

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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter