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Casino confiscated my winnings and returned only deposited amount by me to my account.

I played in casino in July and got winning after what casino requested to verify my account. I provided all requested documents. My account was verified but casino still was asking additinal documents which I provided also. Finally my account was fully verified but when I requested withdrawal casino rejected it and voided my winning with the reason that I used VPN or something like that. I didn't use VPN and cannot agree with casino.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots Hammer Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Kianis,

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.

Hello,

Sorry for the late reply.

Please find answers to your questions below:

• Could you please advise how long you were a player at the casino and when exactly your account was blocked? - I registered in the casino in July 2025. I made only one deposit and got a winning.
• How did you learn about your account being blocked? - My account is still active. They paid deposit amount back. The casino confiscated my winning and didn't close the account. I got an email from casino regarding confiscation.
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) - I played slots, exatly: Jackpot 6000, Toki Time.
• Did you achieve your current balance with the help of a bonus? - I used first welcome bonus, but also deposited cash and completed wagering.
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here - email from casino is shared with you.

Best regards,

Jorge

Thanks for your reply and the information shared via email.

• Could you please confirm you registered with accurate personal information, including your country of residence?
• Did you use a VPN service when either registering in the casino or while playing?

Please let me know

Hello,

I confirm that I used correct information while registration and I don't use VPN.

Dear Kianis,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you Kianis for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Hammer Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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 you contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter