SlotV Casino - Player’s winnings were cancelled.

I have problem , before i usually play slots with strategy playing 3 games and stop after get free spins, but idk why today i play like usually they said i was abuse the bonus, but i didnt claim any bonus, i play with my own money but they stole it my money gone they didnt pay my winning

Dear Rinaldi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do so, could you please clarify if all of your winnings have been voided or a part of it was deducted? 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

My money avoid is half from my last winning

Thank you very much Rinaldi for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Thankyou so much 🙂

Dear Rinaldi,

Thank you for your feedback!

In order to help you and resolve your issues as soon as possible, please provide us with your nickname or email address in private messages.

Hello Rinaldi and SlotV Casino. Rinaldi, you don't have to worry, your nickname and email address are not visible to the public. Only you, the casino and us can view the details. Please keep me updated on the issue.

Thankyou for solve peter

Hi Rinaldi,

If I understand you correctly, the issue is solved?

Not yet, i mean you solve for private my message

OK Rinaldi, I would like to ask SlotV Casino for a reply.

Dear Rinaldi,

Thank you for the previously provided information.

Your funds were written off due to violation of the bonus policy of our casino according to the paragraphs 30 and 31 of our Terms and Conditions.

Dear SlotV team,

Thank you for the reply. I looked at your T&Cs, but there are no paragraphs 30 an 31. Could you please specify what conditions exactly were breached?

I still think this is not fair because many streamer and also i tried to play like them but suddenly my money gone, i dont even PLAY with your bonus etc, i just play my own money and you stole it.

Dear Guru Casino team,

The player is registered under the Curacao license and the Terms and Conditions of this license apply to him.

Dear Rinaldi,

We act in accordance with our rules and license, which you can find on our website page below.

If you do not agree with our decision then you can contact the licensee and a full analysis of your case will be provided there.

Dear SlotV Team,

Could you please specify what conditions exactly the player breached according to your claims? Is there any evidence the player played with a bonus?

I dont claim any bonus i just play with my deposit money you can check that.

Hello , no more response?

Dear Guru Casino team,

The player abused bonuses in order to get a positive result. All the information about the bonuses that were used you can get from the player himself as it is his personal information.

We do not consider it to be appropriate to disclose schemes of how users can abuse and benefit from the use of bonuses. Therefore, we are ready to deal with this issue with the licensee if the player contact him.

Hi Rinaldi,

Could you provide me with your gaming history? You can either upload screenshots here or send the file to my email address (peter.m@casino.guru). Thank you.

That was my three bonus free spins from my own money didnt claim any deposit but they didnt pay me

Hi Rinaldi,

We are communicating with the casino by Skype. I will let you know as soon as there is news.

Ok i'll be waiting thanks for your help peter 🙂

Hello Rinaldi,

Unfortunately, we couldn't get any more relevant information from the casino. As a last resort, you could submit a complaint to the Curacao Gaming Authority (complaints@curacao-egaming.com). It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: peter.m@casino.guru).

Dear Rinaldi

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear Rinaldi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We got some response from the player regarding the casino's license, however, after that, the communication stopped. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Gaming Authority's verdict. Until then, we appreciate your understanding.