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

Hello Veronika,

Thank you for your message.

My complaint is not about being unable to play from a restricted country.

My account was registered in Lithuania, and all KYC verification was successfully completed using my real identity and Lithuanian documents.

I made my deposit while I was in Germany. However, the VIP bonus that is the subject of this complaint was awarded to me by the casino administration the following day. I activated, wagered, and completed all bonus requirements while I was in Lithuania, and the maximum cashout of €1,050 was generated there.

The casino's concern relates to account logins that appeared to originate from Germany and Sweden on certain dates. They asked me to provide proof that I was physically present in those countries. I explained that I cannot provide such proof because I do not keep documents proving my location while travelling within the Schengen Area.

I have played at many online casinos over the years. If a casino does not allow access from a particular country, I have always seen a message stating that players from that country are not accepted, and access was blocked. I have never previously encountered a situation where a withdrawal was withheld because I could not later prove my physical presence in another country.

I have also made significant deposits at Slotoro (approximately €2,000 in total). Those deposits were accepted without any issue, my account passed KYC, and no concerns about my location were raised until I requested a withdrawal. From my perspective, I was allowed to deposit, receive a bonus from the casino, complete all wagering requirements, and only after requesting a withdrawal was I asked to provide documents proving my physical presence in other countries.

This is the reason for my complaint. I would appreciate your independent assessment of whether the casino's decision is fair and consistent with its published Terms and Conditions.

Thank you for your reply.

However, I still need to clarify whether you were physically present abroad during the period mentioned by the casino or whether you accessed the casino using a VPN. I understand that the use of a VPN is prohibited under the casino's Terms and Conditions. At the same time, we generally consider the confiscation of a player's balance solely due to VPN usage to be unfair if the player did not gain any unfair advantage by bypassing the casino's country restrictions. For example, this would include situations where the player did not gain access to games or bonuses that would otherwise have been unavailable in their actual location.

• Therefore, could you please specify whether you used any VPN or other IP-masking software to alter your actual location while accessing the casino's website?

Thank you for your message.

I did not use any VPN or similar software. I do not even understand why I would have needed to use them in the first place. All my logins originated from the European Union—a region from which the casino accepts visitors.

My position remains that I did not gain any unfair advantage, nor did I bypass any regional restrictions to access games or promotions that would otherwise have been unavailable to me.

My account was registered and fully verified using my real identity and Lithuanian documents. The VIP bonus was awarded by the casino, and the wagering requirements associated with my winnings were met while I was in Lithuania.

My complaint concerns the confiscation of my winnings, despite the fact that no unfair advantage was taken and the bonus system was not abused. I respectfully ask Casino Guru to evaluate whether the casino's decision is fair and proportionate under these circumstances.

Could you perhaps give me a rough idea of ​​how long it might take? Because I only receive a reply from you on Monday mornings.

Before we proceed with the investigation, please forward me all communication between you and the casino’s customer support regarding the requests for documents proving your stay abroad at veronika.f@casino.guru.

Once we have collected all the necessary evidence from you, the case will be transferred to a resolver who will contact the casino representatives.

Thank you for your patience and cooperation.

I have forwarded the correspondence with the Slotoro.bet customer service department to you. I can also attach the live chat history from their website, but the gist remains the same.

The casino rejected my withdrawal today. I have emailed you screenshots from casino support and the casino's website. When I tried to initiate the withdrawal again, it showed that I am blocked. As you will notice, they did not specify a reason for the rejection

Hello Veronika,

I would like to provide you with an update regarding my case.

After my withdrawal request was rejected yesterday, I contacted Slotoro.bet's live support again and asked why my withdrawal had been rejected.

The support agent repeated the same explanation as before: I would need to provide documents proving that I was physically present in Germany and Sweden on the specified dates, or alternatively accept their proposed €350 compensation.

I informed the support agent that, following the casino's own suggestion, I had already submitted my complaint to Casino.Guru for independent review. I also asked why my ability to request withdrawals had been blocked.

The agent told me they could not answer that question and that they would forward it to the relevant department, who would contact me later. I did not receive any explanation for why my withdrawal was rejected or why the withdrawal function had been disabled.

Today, when I tried to log into my account, I discovered that my entire account has now been blocked.

I am sending you the relevant screenshots as evidence of these developments.

Dear vurbelis5232

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello vurbelis5232,

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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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

Dear Slotoro 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.

Dear vurbelis5232,

I have managed to get in contact with a casino representative outside of this thread; that's why I am setting one final timer. Thank you for your patience.

Dear vurbelis5232,

I am pleased to inform you that I have successfully contacted the casino. We are currently addressing some technical issues that have affected the casino representative's ability to respond to this thread. I kindly ask for your patience during this time, and I truly appreciate your understanding.

Dear vurbelis5232,

I have been informed by the casino representative that they are going to provide a reply soon; that's why I've decided to keep this complaint open until this Friday. I apologize for the fact that you need to wait so long. I believe we will be able to resolve your case successfully.

Dear vurbelis5232,

Thank you for your patience so far. I want to assure you that the casino is willing to discuss the issue with us, but due to technical difficulties, they are not able to access their account on our website. The issue was escalated to our IT department and will hopefully be resolved ASAP.