The player from Germany had his account blocked without further explanation. Thanks to cooperation of the casino and the player, we have discovered, that the player was not able to access his account because of mistype, therefore we have rejected this complaint, as it was unjustified.
Slotum Casino - Player’s account has been blocked.
Amount: €1,000
Slotum Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello, I signed up for this casino today and deposited 100 euros. After that I was able to play without any problems and my balance was around 1000 euros, but still in the wager.
When I wanted to continue playing later, my account was deactivated. The chat said it would have been decided and a final decision without justification (see attachment). I have never violated the terms of the bonus.
As a matter of fact, I would like at least my deposit back and a reason for the decision.
Greetings Christian 
Automatic translation:
Public
Public
1 year ago
Dear gametool2,
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. Could you please advise if you’ve completed the account verification successfully already or if your account got blocked without you submitting any documents? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Hello,
I was still certified and had not uploaded any documents. I was deactivated on the day of registration.
I was playing with bonus slots active. When I was able to log in later, I was blocked.
my down payment and the balance I had earned was gone. I didn't find out any reason, only that it was decided by those responsible and I couldn't play anymore.
I want at least my money back. In my opinion, I did not owe anything or violated the terms and conditions.
Best regards
Christian
Automatic translation:
Public
Public
1 year ago
Translation
It's me again. I wasn't certified yet. I was simply blocked on the day of registration. With a balance of about 1000 euros.
Regards
Christian
Automatic translation:
Public
Public
1 year ago
Thank you very much, gametool2, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hello Christian!
I will take care of your complaint from now on. In order to proceed, I'd like to invite Slotum Casino's representatives into this complaint's thread to provide us further explanation of their decision.
Public
Public
1 year ago
Translation
Hello,
doesn't seem to give an explanation. Very sad. It was probably arbitrary so that there was no payout...
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
Hello, dear Martin and Casino Guru Forum!
The player at this email did not make any deposit, did not place any bet in our casino, as well.
Probably, the player mistakenely has got us mixed up with another casino.
We kindly ask to close the complain due to the baselessness.
Regards, Slotum Team.
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hello Slotum Casino,
please stick to the truth
Greetings Christian
Automatic translation:
Public
Public
1 year ago
Dear gametool2,
Let us clear up the situation.
You are blocked in our casino, indeed, you cannot log into your account because the SoftSwiss has blocked you on its whole platform.
But the case you are talking about has nothing to do with Slotum Casino. You never made any deposits or made any bets at our casino.
The deposit screenshot you provided has nothing to do with us. This deposit was not made at Slotum Casino.
Public
Public
1 year ago
Translation
The fact is that I deposited with them on 11/04/2022 and got blocked the same day.
Greetings Christian
Automatic translation:
Public
Public
1 year ago
Dear Christian,
Thank you for providing us with additional information. Please note, that we are currently amidst an ongoing discussion about the case with the casino. Once there will be any results I will inform you accordingly.
Public
Public
1 year ago
Translation
Hello,
I'll hold back and let you guys figure this out.
Automatic translation:
Public
Public
1 year ago
Dear Christian,
I'd like to summon your attention to the fact that casino has provided us with more information and supporting evidence regarding your case.
From what we were able to see, your account at Slotum Casino was never deposited into, also no bonuses were used and no gameplay occurred. Please note, that as per the screenshot of your deposit, it is not clear which account was this transaction destined to go. Furthermore, the casino never denied that you have made an account with them, however it was closed before any action could happen.
I'd like to kindly ask you to check if this is the correct brand you were supposed to play once more, in case it was different brand, we will be able to contact and try to resolve the issue with the right casino.
Public
Public
1 year ago
Translation
Hello,
I'm 100% sure that I deposited 100 euros at Slotum on November 4th and played with it in the morning up to a balance of around 1000 euros.
After that I was blocked.
I even went to the Slotum website via your site and used your code DE200 for the bonus.
I don't know what the evidence was that the casino showed me, but why is my account blocked when I say I've never made a deposit or bet. That does not make sense!
Many greetings
Christian
Automatic translation:
Public
Public
1 year ago
Dear Christian,
Please note, we are still communicating the situation with the casino. So far, thank you for all the information provided, I will inform you once again about any progress of the case.
Public
Public
1 year ago
Translation
Hello Casino Guru and Slotum Casino,
I checked and you are right. I forgot a letter in the email address when registering.
I apologize for the allegations at Slotum Casino. It's not your fault that the bonus expired either.
you are welcome to close the case. Thank you for your efforts in clarifying this case. Great work.
Many greetings
Christian
Automatic translation:
Public
Public
1 year ago
Dear Christian,
Thank you for confirming all the details. Since all the matters are now settled, I am now going to close this complaint.
Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Please disable your AdBlock