SlotMonster Casino - Os ganhos do jogador foram confiscados.

Hello,

I won some money using Slot Monster casino on different games. At a time when I wasn’t yet verified (there had been a problem with my verification due to a married name/maiden name discrepancy) I made 4 withdrawals of 2000, 1000, 1000 and 1000 respectively. These went to a queue called "waiting for user feedback" instead of "pending withdrawals" . Upon verification, I was able to withdraw further winnings with no issues, however these initial combined 5000eur were stuck in this queue. Despite many, many attempts to resolve the issue, live chat could not solve the problem. After 5 days of inactivity, the transactions dropped off the system but the money was not re-credited to my account. I have filed a complaint and followed up many times (I have screenshots of everything) but the casino has a. "Temporarily" closed my account and b. Only replied with "we are looking into it" messages. Please help.

Dear ellie74020,

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. 

• Do I understand correctly that withdrawals made after this incident were processed successfully?
• Did you accumulate your winnings with or without an active bonus?

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

Dear Kristina,

thank you very much for your reply. Yes, I did receive withdrawals promptly after verification. No, I did not use any bonuses at all during my time with SlotMonster.

The casino replies have been contradicting at best ("you will get all your withdrawals" to "the money is still in your balance") so I simply asked for a statement of account before and after the disputed withdrawals to show that the balance had decreased each time (or not, as they claim) but they not yet been able to provide one in more than three weeks, during which time they closed my account.

Some more exchanges on live chat

Thank you very much, ellie74020, 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.  

Thank you very much , Kristina. I sincerely hope there will be a resolution as the casino continues to promise updates but never do.

Hello ellie74020,

I'm Michal, and I have taken over your complaint. I have reviewed this case and have to mention that SlotMonster Casino was not really cooperative with us in solving player issues, so a positive outcome of your complaint is uncertain, but I will still contact the casino to see if I can help.

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

Dear SlotMonster Casino,

Since the previous discrepancies during the player's verification have been resolved and the process has been successfully completed, the disputed withdrawals should now proceed as usual. Could you please provide us with a timeframe for when the player can expect the withdrawals to reach their account?

Thank you so much Michal. I have repeatedly asked to see a statement of account before and after these withdrawals request as the casino states that there are no withdrawals outstanding but, unfortunately, they have provided none.

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 Michal, just to update the complaint. The casino has finally responded to my request of a statement of account, however I do not believe that it answers the question of where the funds went once they were failed by the system (the balance decreases by the amount of the withdrawal but there is no credit back). As the attachment only contains deposits and withdrawals (no bets), it does not provide the full picture as some balances don’t make any sense without the bet amounts. I have sent the provided attachment back highlighting the transactions in question and I await their answer. Bottom line though, they do not believe that an error has been made. I hope this makes sense.

Dear ellie74020,

I have not received a response from the casino team yet. Please forward me the communication you have received from the casino team to michal.k@casino.guru

Hi Michal,

just forwarded.

thank you,

Elena

Dear ellie74020,

I haven't received a response from the casino team despite several attempts to contact them. Have they, by any chance, resolved your issue directly with you?

Dear ellie74020,

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.

Hi Michal, sorry for the delay. They did not resolve the issue in that I still believe that I am right but they are adamant that there is nothing wrong. I don’t have enough information for the statement to prove that I am right so I feel a bit stuck.

I have sent you all the correspondence so hopefully this makes sense.

Dear ellie74020,

I have reviewed your email, but I find myself uncertain about the status of your eligible withdrawals. It is unclear whether they have really been successfully sent to you or if they have been returned to your balance. To clarify this situation, it would be essential to obtain information from the casino team. Unfortunately, despite my numerous attempts to reach out, I have not received a response from them. This significantly hinders our capacity to provide you with further assistance, and I must express my inability to offer any help at this time.

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. Although the casino Licensing Authority – Curaçao Gaming Control Board | Casino Guru currently does not handle complaints, they plan to implement a procedure for this in the near future. It may still be worth submitting a complaint to them. There is a contact form available, where it is mentioned that if you are submitting a complaint you should make sure to include the name of the operator, so please do so. I would appreciate it if you could inform me of their response at michal.k@casino.guru, as this will assist us in monitoring your case. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru