Slottica Casino - Os ganhos do jogador são confiscados.

Hello, today I won a big prize of 12,000,000 and Slottica told me they won't pay me because I supposedly broke the casino's policies. This is just because I didn't continue playing on the night of the 26th because I fell asleep, and according to them, you're not allowed to do that. I had won before and this never happened, but now that it's a big prize, they're coming up with this situation. The worst part is that they are toying with people's dreams.

Hola el día de hoy gane un premio grande de 12.000.000 y slottica me salió con que no me van a pagar ya que supuestamente infringi las políticas del casino, solo por el hecho que no seguí jugando el día 26 en la noche porque me quedé dormida y según ellos eso no se puede hacer antes había ganado y nunca me había pasado eso y ahora que es un premio grande me salen con esta situación lo más penca de todo es que juegan con el sueño de las personas

Dear Dayanna1234567812456,

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 if you had an active bonus? If you did, which bonus did you activate?
• When did you start playing again?
• Which games did you focus on - slots, live casino, sports betting, etc.?

Additionally, if there is any other relevant communication between you and the casino, please forward it 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, I didn't have any active bonus, I played on the 26th at night and then the next day on the 27th and there I won and they didn't want to deposit me and it was on slots, I really hope you can help me please 🙏

Hola no tenía ningún bono activo, jugué el 26 por la noche y luego al día siguiente el día 27 y hay gane y no me quisieron depositar y fue en tragamonedas, de verdad espero que me puedan ayudar por favor 🙏

Thank you very much, Dayanna1234567812456, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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, thank you very much. I hope you can help me solve my problem and now I have to wait for a favorable response...

Hola muchas gracias espero que me puedan ayudar a resolver mi problema y ahora a esperar a tener una respuesta favorable...

Hello there,

Thank you Dayanna1234567812456 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slottica Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Good morning, I hope you can resolve my case, since when I played I did not withdraw the winnings that were already mine and when I won the prize of 12,000,000 million they did not want to pay the money and started with their rules before before I had always played and won less but they paid me as it corresponded and now that it was more they do not want it is unfair since one apart from wasting their time spends money playing with them more than recommending the casino...

Buenos días espero pueda resolver mi caso, ya que cuando jugué no retiré lo ganado que ya era mio y cuando gane el premio de 12.000.000 millones no quisieron pagar el dinero y empezaron con sus reglas antes antes siempre había jugado y ganado menos Pero me pagaban como correspondía y ahora que fue más no quieren es injusto ya que uno aparte de perder su tiempo gasta dinero jugando con ellos más enzima recomendando al casino...

The other thing, finally, if someone made a mistake, it was unknowingly and if that had been the case, finally deduct a percentage but not 100% of the profit.

Lo otro por último si uno cometió un error fue sin saberlo y si hubiese sido así por último descontar un porcentaje pero no el 100% de la ganancia

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 Curacao Interactive Licensing (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter