The player from Switzerland had the account blocked for an audit after accumulating a substantial win. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Spartan Slots Casino - Player’s account was audited and blocked.
Black points: 1290
Amount: €4,000
Spartan Slots Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
More than 3 weeks ago, I ordered a payout of EUR 4,000. After waiting 5 days I received an email that I was selected for a random verification process and that this can take up to 14 days. To date I have not received any notification and now I have noticed that my account has been deactivated and I am no longer receiving any replies to my emails. I still haven't received the payment from mid-September!
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1 year ago
Dear robinr1997,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?
Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Yes, I had already made withdrawals and the account was already successfully verified. I played with a bonus but met the requirements with a maximum stake of 5 EUR and then recorded the payout.
I just got the following message, but I can't really do much with it. What should be inconsistencies in my account is questionable to me. However, I am now only concerned with receiving the payment.
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1 year ago
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So they have now seriously refunded the stake and canceled the profit with no reason. I will not accept this and ask you to help me as soon as possible. They only write that the account was deleted because of "inconsistencies". That is probably a joke!
I'm a regular player, I've met all the requirements and all my documents are correct and verified.
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1 year ago
Thank you very much, robinr1997, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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1 year ago
Translation
The biggest joke is that despite everything and my account is closed, I continue to receive such advertising emails!
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1 year ago
Hi robinr1997,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Spartan Slots Casino to the conversation to participate in the resolution of this complaint.
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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.
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1 year ago
Translation
You can forget a reply from the casino, they no longer reply to me either. What can I do to take action against them and claim the money? As I can see, I'm not an isolated case and I think such a casino would have to be closed after all? Who is the licensing authority of this casino?
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1 year ago
Hi robinr1997,
Unfortunately, the casino doesn't seem to have any license, so there's no gaming authority to turn to. I'm afraid there's nothing we can do but wait for the casino to reply.
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1 year ago
Hi robinr1997,
I tried to get in touch with the casino repeatedly but had no success. As stated above, the casino has no valid license and doesn't refer to any ADR service, so there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.
Best regards,
Peter
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