SlotV Casino - Player's account has been blocked.

I registered at slotv casino on 12/19/2020 and deposited 200 euros via bitcoin. I was given a bonus of 300 euros. After a successful game, my account now has 6467 euros. After that, I was asked for a copy of my passport and a selfie photo with the passport. I have sent the photographs requested from me. Then I received a letter that my documents were successfully confirmed and my account was verified. I ordered a payout of $ 900. Then my account was blocked. In January of this year, the casino wrote me an e-mail in which it indicated the day and time when they would call me on Skype, but these days I was in the hospital and could not receive their call. I reported this to the casino. I was told that a Skype conversation would be held after my recovery. But when I later wrote to them that I was ready to communicate on Skype, they wrote to me that since I did not receive a Skype call within 5 days after the email, they close my account and confiscate all funds. And this despite the fact that my account is verified. And I'm ready to take a Skype call.

Dear miscele,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

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,

Kristina

The correspondence was sent by e-mail.

Thank you for your reply, miscele. Do I understand correctly that the communication you forwarded to me took place a year ago? Have you tried contacting casino support recently?

Yes, this correspondence with the casino was a year ago. To all my subsequent questions, the casino replies that my account is closed and I will not be paid anything.

Thank you very much miscele for your reply. 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.

Hello miscele,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SlotV Casino to join the conversation and participate in the resolution of this complaint.

Dear SlotV Casino,

Can you please provide further information regarding the player's account and the reason it has been blocked?

Kind regards,

Adam

Dear Adam,

Thank you for your cooperation in this complaint. I just sent you the email with all the information. Please see it in your inbox. Also, for any other information, please write me any time

Dear SlotV Casino,

Thank you for your e-mails and assistance with this case.

Dear miscele,

As I understand the situation, The video verification was first requested on 11th January 2021, and you told the casino that you were unable to do this as you were in hospital on 12th March 2021. Could I ask why you were unable to complete the call before the 12th March 2021?

Kind regards,

Adam

Dear Adam,

Thank you for your cooperation in this complaint. On January 13, 2021, I received a serious injury, as a result of which I lost the ability to speak, I spent in the hospital from January 14 to March 11, 2021. I reported this to slotv casino.

Hello miscele,

This matter is still being discussed with the casino via e-mail, so I will extend the timer once more.

I am sorry for the delay and thank you for your continued patience while we try to reach a resolution.

Kind regards,

Adam

Hello miscele,

We have discussed this case internally and I am still working together with the casino to see if we can reach a solution.

Unfortunately due to the nature of this complaint we need a little more time to come to a conclusion. Once more, I thank you for your patience and hope to have further information for you very shortly.

Kind regards,

Adam

Dear miscele,

After much discussion, we have reached an agreement with the casino that you should be given the chance to complete the verification video call.

Please respond to this thread and tell us if this is acceptable to you, and then the casino will send you a verification request.

Kind regards,

Adam

Dear Adam,

I'm ready to take a video call. I should also remind you that after an injury and unsuccessful operations, my vocal cords are damaged and I cannot speak.

Dear miscele,

I am sorry to hear that you are unable to speak. It will most likely be pointless attempting to pass a video verification call in this case, as you would need to answer questions about your account. Are you able to provide some proof of your condition, perhaps a document from your doctor?

Kind regards,

Adam

Dear Adam,

I can show my documents at the video verification. To prove my injury, I can send a discharge summary from my medical history.

Hello miscele,

Please do forward the discharge summary to me via e-mail, adam.m@casino.guru.

I will then speak to the casino once more to see how we may be able to proceed.

Kind regards,

Adam

An extract from the hospital was sent by e-mail.

Hello miscele,

Thank you for sending the document, however it is dated 2021. Are you able to provide something more recent, that perhaps describes your current situation and inability to speak?

Kind regards,

Adam

Hello Adam,

I made an appointment with the doctor and will send you a fresh extract from the doctor soon.

Hello miscele,

Thank you for the update, I will extend the timer and wait to hear from you.

Kind regards,

Adam

Hello miscele,

Has there been any development? I will extend the timer once again, I kindly ask you to provide us with an update on the situation.

Kind regards,

Adam

Hello, Adam.

I have emailed you a new consulting opinion from a doctor.

Hello miscele,

I have received the document and will forward it to the casino, thank you.

Kind regards,

Adam

Hello miscele,

To keep you updated - I have now sent the document to the casino and we await their response.

Kind regards,

Adam

Hello miscele,

I have received a response from the casino, and they have stated that they would still like to go ahead with the video verification call and will accept answers to the questions in a whisper or in writing, whichever is most suitable for you. The most important condition is that the camera is turned on.

Does this sound acceptable to you?

Kind regards,

Adam

Good afternoon Adam.

It sounds acceptable, I am ready to answer questions with the camera on in writing. True, now I'm leaving for the village for about a month, there is very bad internet, so I'll go through video verification when I get back, it's about a month later.

Hello miscele,

Thank you for your response. I appreciate you are going away, but I would recommend completing the process as soon as possible.

You have mentioned that there is very bad internet, are you still able to respond to this thread?

Kind regards,

Adam

Hello Adam. Thank you for your advice. I will try to get back to good internet as soon as possible and pass video verification. I think it will happen in a few days.

Hello miscele,

Thank you for your response, please be aware that I have sent you a reply via e-mail.

Kind regards,

Adam

Hello Adam. I'm ready to pass the video verification.

Hello miscele,

As mentioned to you via e-mail, the medical certificate you have provided has given rise to some questions regarding its authenticity.

You have stated that you have received this certificate from the clinic, but it has the name of a doctor who, according to the clinic, has not worked there. Are you able to provide anything else to support your reasons for not previously proceeding with the verification?

Kind regards,

Adam

Hello Adam. I remind you that the casino sent me an email, the screen of which I showed earlier, in which it was said that I can pass video verification at any time. And when I wrote to them that I was ready to go through it, my account was already closed.

Dear Miscele,

I certainly appreciate your response, but please understand that the casino's decision to allow the verification call to go ahead was based on your explanation of your injuries. Because the evidence you have later provided regarding your inability to speak is questionable, it casts doubt upon the whole situation and further evidence is required for us to be able to proceed with this case.

Kind regards,

Adam

Dear Adam.

The rules of the casino say that I must submit my documents within 5 days after the request. I provided them and they were approved. Nothing is said about the terms of video verification in the casino rules, and during the correspondence with the casino, they wrote to me that I could pass it at any time and the casino did not ask for any certificates from the doctor. I have now almost completely recovered my voice and am ready to communicate via Skype.

Dear Miscele,

We have discussed this case at length internally, and have reached the decision that we are unable to assist you any further with this matter, primarily due to uncertainty regarding the authenticity of the medical documents you have submitted.

The complaint will now be rejected, I am sorry I could not be of more help on this occasion.

Kind regards,

Adam