Slottio Casino - A retirada do jogador foi cancelada devido à política de países restritos.

I registered on the site and deposited 500 Euro and played up to 1000 Euro which I then wanted to withdraw. Then I needed to submit documents and then when I had done that after about 2 days they kicked me out of the site and I got an email that my withdrawal had been canceled. I got a reply that I was playing from a country that is restricted but I can't see anywhere that Sweden would be a restricted country when the site is in Swedish????

Jag registrerade mig på sidan och satt in 500 Euro och spelade upp mig till 1000 Euro som jag sen ville ta ut. Då behövde jag skicka in dokument och sen när jag hade gjort det efter ca 2 dagar så kickade dom ut mig från sidan och jag fick ett mejl att mitt uttag hade blivit avbrutet. Jag fick som svar att jag spelade från ett land som är restricted men jag kan inte se någonstans att Sverige skulle vara ett restricted land när sidan finns på svenska????

Dear studiosimon,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, I would like to ask you a few clarifying questions:

• Have you used any VPN or IP-masking software to hide or alter your true location while accessing the casino website?
• Did you provide truthful information in your casino profile, including indicating Sweden as your country of residence?
• Prior to receiving the email from the casino, were you given any warnings or information indicating that Sweden is a restricted jurisdiction?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

• Have you used any VPN or IP masking software to hide or change your real location when visiting the casino website?

No, no VPN was used, I logged in from Sweden.

• Did you provide truthful information in your casino profile, including indicating Sweden as your country of residence?

Yes, I indicated that I am from Sweden and that I live in Sweden when I registered.

• Before you received the email from the casino, did you receive any warnings or information indicating that Sweden is a restricted jurisdiction?

No, I never received any warnings or anything indicating that Sweden is restricted. Especially when the site is in Swedish, you naturally think that it is possible to play from Sweden.

• Har du använt någon VPN eller IP-maskeringsprogramvara för att dölja eller ändra din verkliga plats när du besöker casinots webbplats?

Nej ingen Vpn har använts jag loggade in från Sverige

• Angav du sanningsenlig information i din casinoprofil, inklusive att du angav Sverige som ditt hemland?

Ja jag angav att jag är från Sverige och att jag bor i Sverige när jag registrerade mig.

• Innan du fick e-postmeddelandet från casinot, fick du några varningar eller information som indikerade att Sverige är en begränsad jurisdiktion?

Nej jag fick aldrig några varningar eller något som indikerade att Sverige är begränsad. Speciellt när sidan finns på svenska så tror man ju såklart att det går att spela från Sverige.

Thank you very much, studiosimon, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello studiosimon,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Slottio Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V