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Ladies and Gentlemen

I would like to file an official complaint against the online casino Slotshammer.

On October 27, 2025, I received a notification from Slotshammer that my approved withdrawal of €5,900.06 had been canceled and my entire balance had been deleted.

The reason given was an alleged violation of the general terms and conditions (section 12.10) – in particular, the suspicion of VPN use or the use of forged documents.

I strongly reject these allegations.

I was fully KYC-verified, made my deposit using the same bank account I used to request the withdrawal, and had already successfully received a previous withdrawal using the same account.

All my gaming activities and verifications were carried out properly, transparently, and in compliance with the rules.

Slotshammer has not yet provided any concrete evidence of the alleged violations. Therefore, I consider the cancellation of my withdrawal and the deletion of my balance to be unlawful and a clear violation of the principles of fair gaming as applied under the Malta Gaming Authority (MGA).

Sehr geehrte Damen und Herren,

ich möchte hiermit eine offizielle Beschwerde gegen das Online-Casino Slotshammer einreichen.

Am 27.10.2025 erhielt ich eine Mitteilung von Slotshammer, dass meine genehmigte Auszahlung in Höhe von €5.900,06 storniert und mein gesamtes Guthaben gelöscht wurde.

Als Begründung wurde ein angeblicher Verstoß gegen die Allgemeinen Geschäftsbedingungen (Punkt 12.10) genannt – insbesondere der Verdacht auf VPN-Nutzung oder die Verwendung gefälschter Dokumente.

Ich weise diese Vorwürfe entschieden zurück.

Ich war vollständig KYC-verifiziert, habe meine Einzahlung mit demselben Bankkonto vorgenommen, über das ich auch die Auszahlung beantragt habe, und hatte bereits eine frühere Auszahlung mit demselben Konto erfolgreich erhalten.

Alle meine Spielaktivitäten und Verifizierungen erfolgten ordnungsgemäß, transparent und regelkonform.

Slotshammer hat bisher keine konkreten Beweise für die angeblichen Verstöße vorgelegt. Daher betrachte ich die Stornierung meiner Auszahlung und die Löschung meines Guthabens als unrechtmäßig und einen klaren Verstoß gegen die Grundsätze des fairen Spiels, wie sie unter der Malta Gaming Authority (MGA) gelten.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots Hammer Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• Which documents did you provide to the casino during the verification process?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

I have been in the casino for more than 1 year

following documents ID copy bill from an official authority for the address proof photo of my bank card and a photo where I hold my ID in front of my face

I only played slot games like Pirots 4 or Barbarossa Revenge

I played without a bonus and never activated one the last deposits

Hallo

ich bin schon länger wie 1 Jahr in dem Casino

folgende Dokumente ausweis Kopie Rechnung einer offiziellen Behörde für den adress nachweis Foto meiner bankkarte und ein Foto wo ich meinen Ausweis vors Gesicht halte

ich habe nur slot Spiele gespielt sowas wie pirots 4 oder barbarossa revenge

ich habe ohne Bonus gespielt und auch nie einen aktiviert gehabt die letzten Einzahlungen

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), 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 GP95,

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

Please forward me all the documents, including the pictures you have submitted to the casino for the verification process, to [email protected] for our independent verification.

We would like to invite Slots Hammer Casino to join the conversation.

Dear Slots Hammer Casino,

I would appreciate details, including any supporting documentation, concerning the player's conduct which led to your decision to close the player's account and confiscate the funds. If this information cannot be shared publicly, kindly send it to me directly at [email protected].

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.

Dear GP95,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Maltese Gaming Authority (MGA) itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/).

Please let me know how they responded and if they were able to help you at [email protected]. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru