The player from Iceland had made a withdrawal request nearly two weeks prior which remained unprocessed, despite having been a fully verified user for several months. Following the closure of the account at Rakoo.com, the player discovered they couldn’t access Voltslot Casino. The player thought the two incidents might be connected. After reviewing the case, we had contacted the casino for an explanation. The casino had responded that the player's account was closed due to a self-reported gambling dependency, but had been mistakenly reopened due to a system glitch. The player had been able to deposit and win €300. However, the casino stated that it couldn't guarantee the withdrawal of the winnings due to the player's previous disclosure of dependency concerns. The casino refunded the player's original deposit of €60. After a thorough investigation, we found no grounds to uphold the player's complaint, as the casino had already returned the deposit and the player had not risked their own money. The complaint was therefore rejected.
Voltslot Casino - Blocked access and delayed withdrawal for verified player.
Amount: €300
Voltslot Casino
Safety Index:Above averageOther
REJECTED
Case summary
I made a withdrawal almost 2 weeks ago. I keep asking how long it will take they say they handle it first in first handled. But the chat bot says it takes 3 workingdays. I am a fully verified player for months already at this casino. Now I closed my account at rakoo.com and all of a sudden I could not enter voltslot casino. I mailed them asking why so I think these are linked, but I don't care I want my withdrawal, they took my deposits, so they shouild give my withdrawal, can you please help me.
Dear rose2023,
Thank you very much for submitting your complaint. I'm sorry to hear about the delay you're experiencing with your withdrawal from the casino.
- To better assist you, could you please provide more details about the communication you've had with the casino regarding the withdrawal?
- Additionally, it would be helpful to understand the reason behind closing your account at Rakoo.com.
Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication with the casino, please consider forwarding it to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello, I also sent my reply to your email address along with the screenshots
Thank you very much, rose2023, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 in the near future.
Hi rose2023,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Voltslot Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
Casino.Guru
Dear Tomas,
We hope this message finds you well. We are writing to address a concerning situation brought to our attention regarding a player's account.
On September 27, 2023, the player informed us about issues related to dependency, leading us to responsibly close their account. Regrettably, a system glitch occurred later, mistakenly reopening the player's account. Subsequently, the player made deposits totaling 60 EUR, placed bets, accumulated winnings of 300 EUR, and subsequently requested a withdrawal.
Considering the player's previous disclosure of dependency concerns, it is crucial to emphasize that the account should not have been reopened under any circumstances, and the player should not have made any deposits at the casino under any circumstances. Unfortunately, a technical malfunction occurred after a system update, and we acknowledge the seriousness of this error.
We want to transparently communicate that we cannot guarantee the withdrawal of funds at this point. We recognize the gravity of the situation, and we have already refunded the player's deposited 60 EUR, which they should not have placed in the first instance.
We sincerely apologize for any inconvenience caused to the player. We understand the importance of responsible gaming practices, and we are committed to resolving this matter in the fairest manner possible.
If you require any additional information or have specific inquiries, please feel free to contact us directly.
Thank you for your understanding and cooperation.
Best regards, VoltSlot Casino Team
I also received this as an explanation. I have closed the account myself. Did this at different casinos in some time and still play on others. After closing the account I received multiple advertisements from voltslot to come and play bonus and so on. So now 4 weeks ago I got this advertisement not fully aware if I closed my account there, as you know there are lots of casinos. And all the places where I did close my account I can not even login so a deposit is NOT possible. But I logged in made a deposit, a few days later logged in again and made a new deposit. (also I Wil go and check my bank because I think before January I also did make deposits after the closing of this account.) but only after me doing a withdrawal I was 1 day later was logged off and blocked. Ok I should not have made a deposit, but I should not have been able to log in on a closed account, like all the casinos where I closed my account. I don't think this is fair!!! I think if I didn't withdraw they would keep on taking deposits. So I am gonna check all my deposits since September if any of them are made to voltslot. This is only €300 I have lost much more, it is much more than the money, it is yes my accountability but also the accountability for volt slot letting me log in
Dear all,
Kindly allow us more time to investigate the matter, as we need to make a conclusion based on mutual agreement inside our team. I will keep the thread posted with any developments.
Thank you.
Dear rose2023,
I'm sorry to inform you that, after a thorough investigation, we can't find grounds to uphold your complaint. Let me explain why.
Firstly, while the casino claims its self-exclusion policy is system-wide, technical issues can occur. Unfortunately, this glitch prevented your account closure, which wouldn't have happened due to your self-exclusion at another casino under the same ownership. This enabled you to deposit and gamble.
However, it's important to understand that the casino's intention was to protect you from gambling addiction-related losses. If you had lost the deposited funds, the casino would have refunded them. In other words, you never risked your own money.
Therefore, as the casino has already returned your deposit, there's nothing further we can do. We will now reject your complaint. While I apologize for not being able to help this time, please don't hesitate to contact us if you encounter issues at other casinos. We'll do our best to assist.
Kind regards,
Tomas
Casino.Guru
