SlotMonster Casino - Povlačenje igrača je odloženo zbog navodnog kršenja pravila.

I deposited £30 and claimed a 100% deposit bonus. After successfully completing the wagering requirements, the funds were converted into real money. However, when I attempted to withdraw my winnings, I received an email stating that I had violated certain terms and conditions.I have contacted support team multiple times via email, but I have not received a specific explanation as to which rule was allegedly broken. I am a regular player on this site and have successfully withdrawn bonus winnings many times before using the exact same playing style and strategy. I am confident that I have followed all the rules.

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 this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Attila

Hi Attila,

Thank you for your answer.

Please find attached a screenshot of the bonus in question. I completed my KYC verification on SlotMonster.

Regarding my gameplay while the bonus was active: I started by betting £0.20 on various games from different providers. Later, I switched to games by Gamzix, where I placed bets of £0.20 and £0.50. Finally, I played one specific game from that provider for about half an hour with a £1 and £2 stake per .spin.The bonus wagering process was completed within approximately four hours on the same day.

Mona

Dear Mona666,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of SlotMonster Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from SlotMonster Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.