SlotsandCasino - Igrački račun je zatvoren, a dobici su konfiskovani.

Signed up for online slots and casino.ag and received a total of $1,200 in my account for the deposit of $300 cash. Was given a playthrough amount of around $36,000. I played through that total amount using various games on their site. Mostly slots but I also played blackjack. I got all the way through there requirement and requested a withdrawal for $2,000. I met all of the requirements for proving my identity and today received an email saying that I reached the rules in an unfair way by using blackjack and putting the casino at an unfair disadvantage. They reversed my withdrawal and shortly after canceled my account and said that they have returned my deposit. No deposit has been returned as of yet.

Below is the correspondence I received from the company. I have also attached my response.

I contacted Turning Stone Casino which is the name of the app that I open before it shows online slots and casino.ag. representatives from the Turning Stone Casino denied any affiliation whatsoever with their company. This in itself is fraud.

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Hello,

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

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

• Did your bets on blackjack contribute only 5% to the wagering progress, to your knowledge?
• Have you played with low risk?
• Which blackjack games did you play?

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

Did your bets on blackjack contribute only 5% to the wagering progress, to your knowledge?

I'm really not sure. I do know for a fact that I didn't win very much with blackjack. Every single hand I got was a 12. So much so that I would believe that the numbers are not random.

I am currently not able to see anything because they purposely deleted my account. Their application tracks every thing that you do and allows you to see it but now that they purposely shut my account down I am unable to look at it. This is obviously done for a reason.

Have you played with low risk?

I'm not really sure what low risk means.

Which blackjack games did you play?

Multi hand blackjack and regular blackjack. The fact that they have a game on there that somehow puts them at a disadvantage is preposterous. If they were putting themselves at a disadvantage it wouldn't be on there. Also, if they were actually put in a disadvantage there would be no access to that game or a warning saying this would void your bonus.

As a side note their billing site comes across as kitchenware. About as scammy as you can get.

Dear Jessesta_1,

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.k@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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Jessesta_1,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would also like to invite SlotsandCasino to participate in this discussion and share their perspective.

Dear SlotsandCasino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

Thank you in advance.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Jessesta_1 and Michal,

Thank you for forwarding this to us. We appreciate you bringing it to our attention.

Our internal team is actively reviewing the account and balance activity, and we will be providing an update as soon as the review is complete. We’re committed to looking into this thoroughly and ensuring it’s addressed appropriately.

Best regards,

Casino Experience Team

Hello Michal,

Thank you for your continued cooperation while we finalized our review.

After completing a comprehensive re-evaluation of the player’s account, including bonus terms, wagering reports, game activity, and transaction history, we would like to provide the following clarifications and final resolution.

The player made a single deposit of $300, which activated a 300% welcome bonus of $900, resulting in a total playable balance of $1,200. The wagering requirement of $36,000 was completed successfully, with $36,244 in qualifying wagering, primarily through slot gameplay.

While the player did play Blackjack and Multi-Hand Blackjack, these games were permitted under the bonus terms and contributed at a reduced rate of 10%, which was automatically enforced by the system. Importantly, blackjack wagers were very low in value, produced no significant wins, and did not materially increase the player’s balance. For transparency, the largest single blackjack win recorded was $175, which clearly does not indicate the use of blackjack to gain an edge or to build a balance and then complete wagering on slots.

Based on this review, no low-risk play, advantage play, or exploitative behavior was identified, and the wagering requirement was completed legitimately. As such, we acknowledge that no specific bonus term was breached in this case.

Resolution:

The player’s original $300 deposit was already refunded.

We have approved payment of the player’s winnings in the net amount of $1,700, which reflects the $2,000 approved winnings minus the $300 refunded deposit, in line with standard accounting procedures.

To proceed with this payment, the player is kindly requested to contact our support team from their registered email address and provide their BTC wallet address by emailing support@slotsandcasino.ag. Once this information is received and verified, the payment will be processed without delay.

We appreciate Casino Guru’s role in ensuring transparent and fair outcomes and believe this resolution fully addresses the complaint. Please let us know if any additional information is required to proceed with closure.

Best regards,

Casino Experience Team

Dear SlotsandCasino team,

Thank you for your response. I'm glad the misunderstanding has been clarified.

Dear Jessesta_1,

If you have not yet done so, kindly share your BTC wallet address with the casino team at support@slotsandcasino.ag to facilitate the processing of your winnings.

Please inform me once you have received them.

Michal, thank you very much for your work and time in contacting the casino.

I was certainly aware that I had done nothing wrong and after playing 36,000 and still having a balance and then having my account shut off for no reason, I was completely destroyed.

I will certainly submit my Bitcoin address and will provide updates on the resolution

Dear Jessesta_1,

I look forward to your confirmation regarding the receipt of the funds.

Still nothing. No response either.

Dear SlotsandCasino team,

I would appreciate it if you could kindly provide an update on the expected timeline for disbursing the funds from your end.

Hello Michal,

Thank you for bringing this to our attention. We’ve sent the player an email with important details needed to complete the next step, including guidance related to the payment method.

Jessesta_1, please check your inbox (and spam/junk folder, just in case) and reply directly to that message so we can proceed without delay. Once we hear back from you, our team will be happy to continue assisting.

Best regards,

Casino Experience Team

Dear Jessesta_1,

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.

The link I provided them to my wallet was on a network that they do not use. I was instructed by them to provide another link on the Bitcoin Network. Here is a screenshot of that conversation.

On January 15th, I replied to their email with the correct address for the network they prefer. This email below was sent to the address the previous instructions came from. I received no response so just to be sure I sent the same email to their other address. This was completed on the 15th and 16th of January respectively. Since that day I have had no response from either of their teams.

Thank you again Michal for looking into this.

Dear Jessesta_1,

Thank you for your response.

Dear SlotsandCasino Team,

I would appreciate it if you could kindly share an update on the anticipated timeframe for releasing the funds from your side to the most recently provided crypto wallet on the Bitcoin network.

Hello Michal,

We’ve reviewed the recent email and address sent by the player and can confirm that the Bitcoin address provided could not be verified on the blockchain.

To avoid any issues, we recommend the player double-checking the address using a blockchain explorer to ensure it is accurate and on the Bitcoin (BTC) network.

Once a valid address is received, we’ll be happy to proceed with the payment without delay.

Our team remains available to assist.

Kind regards,

Casino Experience Team

Thank you for your response, SlotsandCasino Team.

Dear Jessesta_1,

Kindly make sure to provide your BTC wallet address that is verifiable on the blockchain explorer. You may share your BTC wallet address with me either in this complaint thread (I will mark your post as private so that only the relevant parties can view it) or include my email michal.k@casino.guru in the "Cc" field of the email you will send to the casino team for my review.

Hello Michal,

We can confirm that the agreed refund has now been successfully paid to the player via the newly provided Bitcoin address. We’re glad that this matter has been resolved and appreciate the opportunity to address the concern.

Should any further clarification be required, we remain available to assist.

Kind regards,

Casino Experience Team

I can in fact verify that the transaction was processed. The representatives from slots and casino have been good in helping me resolve the issue. I would love to see them do a little bit better research in the future before accounts are closed down. I don't know what research that takes but it would be a fair business practice in the future.

As a side note the people at casino Guru are awesome. They are real advocates and handled everything in a very professional matter. Thank you Michal and team!

Casino Guru is awesome

Thank you for the positive update, SlotsandCasino Team. I'm glad the funds have reached the player.

DearJessesta_1,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru