SpeedySlot Casino - Player's winnings have been confiscated.

I created an account at SpeedySlot and chose the welcome bonus when making my deposit. I played the games normally and met the bonus wagering requirement. By that point, I had accumulated €1296 in winnings. I requested a withdrawal of my winnings, and a few days later, I received an email stating that my withdrawal request had been denied because, according to SpeedySlot, I had violated the bonus terms. However, I reviewed the terms carefully and am certain that I did not violate them at any time. I inquired about this through the casino's chat, where I received vague responses about how I supposedly broke the bonus terms. When I asked for specific details, I was told only that I had acted suspiciously. This situation feels very unfair to me, as I deposited my own money into the casino and played strictly according to the rules.

Dear kukkaemilia,

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 clarify which games you played - slots, live casino, sports betting, etc.?
• Did the casino specify which rule you breached? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Hi and thanks for the quick reply!

I played SpeedySlot slots. To be more precise, I played a game called Neon Staxx, with a bet of €5, during the entire bonus cycle.

According to their words, the casino withholds my winnings by appealing like this: "If it is determined that you have employed or made use of a system (including machines, computers, software or other automated systems 'bots') designed specifically to defeat Casino Speedy Slot; or that you have made irregular betting or wagering patterns, or Suspicious or irregular betting strategies.)

This saddens and confuses me a lot because I really have not acted suspiciously or dishonestly, or used any aids. The casino also refuses to tell me more about why they suspect me. I would very much like to receive my winnings to which I am entitled. I am sending to your e-mail the screenshots of the conversation I had in the casino chat.

Thank you very much, kukkaemilia, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kukkaemilia,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite SpeedySlot Casino to join the conversation.

Dear SpeedySlot Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear kukkaemilia & CG team,

After a thorough review of your account, we identified a betting pattern closely resembling previous cases of fraudulent activity. As a result, your withdrawal request has been denied. We consider this decision final and regard the matter as closed on our end.

We understand this may not be the outcome you were hoping for. If you are not satisfied with our resolution, you may refer the matter for adjudication by our appointed ADR: EADR Ltd., European Alternative Dispute Resolution. They can be contacted via the Online Dispute Form at https://eadr.org/ or by email at info@eadr.org.

Kind regards,

SpeedySlot Casino

Dear kukkaemilia,

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.

Unfortunately, the player has not replied to our inquiries and messages. As a result, we are unable to conduct further investigation or provide additional advice, leaving us with no option but to reject this complaint.

The player can reopen this complaint at any time.