Slotoro Casino - Povlačenje igrača se zadržava.

Subject: Complaint regarding withheld withdrawal and request for travel proof

Hello,

I would like to submit a complaint regarding the handling of my withdrawal by Slotoro.bet.

I registered my account, completed the full KYC verification requested by the casino, and my identity was successfully approved. I made a deposit using my own funds, received a deposit bonus, fulfilled all wagering requirements, and my withdrawable balance was limited to the bonus maximum cashout of €1,050.

After requesting my withdrawal, the casino suspended the payment and requested that I provide proof that I was physically present in Germany and Sweden on certain dates.

I explained that I cannot provide such documents because I do not possess them. Travel within the Schengen Area does not involve border controls, and I was not informed at any point that I would need to retain evidence of my location while using the casino. I also asked the casino to specify what exact documents they expected in these circumstances.

Despite my requests, the casino has not identified the specific clause in its Terms and Conditions that obliges a player to prove physical presence in another country after a withdrawal request has been made. Instead, they repeatedly state that either I must provide travel proof or accept the confiscation of my balance.

The casino has now offered me the following "resolution":

my account will be reopened;

my €1,050 balance will be removed;

€350 will remain on my account as a "gesture of loyalty."

I do not consider this a fair resolution.

I respectfully request an independent review of whether the casino is entitled to confiscate my winnings solely because I cannot provide documents proving my physical presence in Germany and Sweden, despite having passed KYC and complied with the published bonus conditions.

I have kept all correspondence with the casino and can provide screenshots and emails upon request.

Thank you for your assistance.

25 June 2026

I completed the wagering requirements for my deposit bonus in accordance with the casino's bonus rules.

My withdrawable amount was limited to the maximum cashout of €1,050.

I submitted a withdrawal request for €1,050.

26 June 2026

Instead of processing my withdrawal, I received an email from the casino requesting that I provide official documents proving that I was physically present in Germany on 25.06.2026 and Sweden on 24.06.2026.

I replied explaining that I did not possess any such documents because travel within the Schengen Area does not normally generate official proof of presence, especially when travelling without hotel bookings or card payments.

I asked the casino to clarify what specific documents they expected me to provide.

27 June – 1 July 2026

I received no response to my email.

I sent a follow-up message asking whether my reply had been received and whether any additional information was required.

Again, I received no response.

2 July 2026

Since my emails remained unanswered, I contacted the casino via Live Chat.

During the conversation, the support agent informed me that there were only two possible explanations:

I was physically present in Germany and Sweden; or

I was using a VPN.

I again asked what official documents could realistically prove travel within the Schengen Area.

The support agent suggested examples such as hotel reservations or receipts but did not explain how a player who had no such documents could satisfy this request.

No final decision was made during the chat.

After 2 July 2026

I formally requested:

the exact Terms & Conditions clause supporting their request;

clarification of the contractual basis for requiring proof of physical presence;

information about the official dispute resolution procedure.

Casino's final response

The casino replied that their administration had reviewed my case.

They stated that account logins had been detected from Germany and Sweden.

However, they did not identify the exact Terms & Conditions clause that requires players to provide proof of physical presence in those countries.

Instead, they offered two options:

Provide proof that I was physically present in Germany and Sweden on the requested dates; or

Accept that my €1,050 balance would be confiscated, while €350 would remain on my account as a "gesture of loyalty."

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 problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• If you used a VPN, could you please specify whether your location was changed to either Sweden or Germany while you activated the bonus and played the games to accumulate your winnings?

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

Veronika