The player from Germany had their winnings confiscated without further explanation. The casino only refunded the player's deposit. The casino responded to state that the player had failed verification by video call. After reviewing all of the evidence and information provided by the casino, we decided we could no longer help with this case and the complaint was rejected.
Slotum Casino - Player's winnings have been confiscated.
Amount: €6,100
Slotum Casino
Safety Index:Above averageSafety Index
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7.4
Slotum Casino has a Safety Index of 7.4, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
i deposited a deposit bonus at slotum in mid-january and was able to win 6100 euros after the end of the wagering.
1 day later my account was blocked without giving a reason.
After successful verification plus a skype call to verify with the casino, I was asked for my bank account details in order to pay out the winnings. According to the casino, the prize was awarded on February 16, 2022. when after more than 7 working days i still hadn't received any money in my bank account, i informed the casino and they asked me to send a bank statement for the month of february. i sent this bank statement to slotum.
then i went live chat after i didn't get any reply for 4 days and they tell me that my winnings have been canceled and i will get my deposit of 200 euros back.
I received this on 17.2. to my bank account
Their winnings were confiscated by administrative decision
this is the official justification of the casino,
I overlooked the 200 euros because I was waiting for a payout of more than 6100 euros. I was never informed beforehand that my winnings had been confiscated.
Their winnings were confiscated by administrative decision
this is the official reason for the casino and the live chat.
since i didn't violate any bonus terms and i don't understand the casino's decision to cancel my winnings i decided to write this complaint.
Automatic translation:
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2 years ago
Hello bernd30,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
I won with an active bonus. however, this bonus had no payout limit or max cashout
it was a high individual win of over 6000 euros.
i have already sent you the correspondence with the casino.
did you get everything?
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2 years ago
Thank you for your emails, bernd30. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.
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2 years ago
Hello bernd30,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Slotum Casino to join the conversation and to aid in the resolution of this complaint.
Slotum Casino, could you please elaborate on the reason for the player's winnings being confiscated?
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2 years ago
Hello bernd30 and Casino Guru Team!
We would like to explain the situation with this player.
The player's account was blocked and winnings were forfeited for violating Slotum Casino T&C's Anti-Fraud Policy, specifically - the player was unable to confirm that he actually played in the account from which the funds were forfeited.
There was a Skype-call, during which the player mistakenly answered most of the questions about the account:
- He gave wrong date of account registration
- Did not indicate a payment method used to make deposits
- He did not name the full list of uploaded documents
- Did not name any projects where he was registered and played (the player was registered on several our projects at almost the same time)
- From the results of the call we can not confirm that the person who answered the questions is the owner of the account, it seemed that the player was helped with the answers.
The winnings were confiscated and the deposit was returned to the owner of the payment system.
Our decision is unanimous and not subject to appeal.
Best regards, your Slotum team.
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2 years ago
Translation
I would like to comment on the allegations:
the prize was at the beginning of january and the skype call was in mid-february, so 6 weeks had passed in between so i couldn't remember all the details. i was also very excited during the skype call (it was about 6000 euros) and the woman's bad german I spoke to may have meant that I didn't fully understand everything she wanted from me.
-How should I know after 6 weeks exactly on which date I registered or which documents I uploaded for verification. I'm registered and active in more than 50 casinos and I don't keep a record of when and where I register.
-i use several payment methods including jeton mifinity crypto and bank transfer since i'm registered in more than 50 casinos and the profit is already 6 weeks back i wasn't sure which payment method i used anymore
-I play in casinos that are recommended to me by reputable sites such as casino guru, among others, slotum was also listed here. how should i know your sister casinos where i am also registered.
-In the skype conversation there was no other person present besides me.
how the casino thinks that another person should have helped me is beyond me
i only played there because they got a very positive rating at casino guru and that's why i decided to register.
In my view, the casino does not have sufficient evidence to confiscate my winnings
Rather, it is desperately looking for reasons not to have to pay out and it is an absolute cheek to claim that someone else played.
I've never seen a casino ask for a skype call.
is that even allowed? (topic data protection)
I felt very uncomfortable in this conversation and only agreed that I would finally get my prize.
I was squeezed like a lemon during this conversation and only asked questions in the hope that I had given something wrong or forgot something, so that you then have a reason not to have to pay out
I felt like a defendant in court.
the allegations are unacceptable without solid evidence.
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2 years ago
Hello bernd30,
To answer your question regarding Skype calls as a means of verification. this is a very common approach in many casinos.
Dear Slotum Casino,
Can I ask were all other verification documents sufficient? Was the Skype call the sole reason for the confiscation of winnings, and would you be able to send me the video evidence for us to review? My e-mail address is adam.m@casino.guru.
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2 years ago
We would like to ask Slotum 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hello all,
We have received the video evidence from the casino, I will extend the timer to allow time for this to be reviewed.
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2 years ago
Hello bernd30,
Sorry for my delay in providing an update.
We have reviewed the evidence and found it to be insufficient as a reason to confiscate your winnings.
The casino has relayed our comments to their fraud department and we are currently awaiting a response. I will therefore extend the timer once more.
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2 years ago
Hello everyone,
Thank you for extending the time. We are still waiting for the reply from the SoftSwiss anti fraud department. We have sent them a reminder now. As soon as we get the news we gonna inform you here.
Thank you for your understanding.
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2 years ago
Hello Slotum Casino,
Thank you for keeping us updated, we will await further information from you.
Kind regards,
Adam
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2 years ago
Dear Slotum Casino,
Has there been any further development regarding this case?
Kind regards,
Adam
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2 years ago
Dear bernd30,
We have received more information back from the casino and this is being discussed internally. I will therefore extend the timer, and provide an update here shortly.
In the meantime, could I ask if you have attempted to open more accounts at the casino?
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2 years ago
Translation
no, i don't have that and i only have 1 account at slotum
or do you mean other casinos from dama nv
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2 years ago
Dear bernd30,
The casino has provided evidence that suggests that you knew very little about the account in question.
We can only go by the evidence we have, and after receiving additional information we have decided we can help no further in this case and the complaint will now be rejected.
Should you wish to take the matter further, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Kind regards,
Adam
