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Formal Complaint – Unjustified Confiscation of Winnings and Cancellation of Withdrawal

Dear Sir or Madam,

I am submitting this formal complaint regarding what I believe to be an unjustified confiscation of my legitimate winnings by Slotsi Casino.

The correct casino website is: https://www.slotsi.com/fi-fi.

On [date], I created my account, made a deposit of €200, and claimed the advertised 125% welcome bonus. To the best of my knowledge, this was my first and only account with Slotsi Casino. I had never previously registered, deposited, or played at this casino.

I played strictly in accordance with the casino’s published Terms and Conditions and successfully completed all wagering requirements attached to the bonus. After fulfilling these requirements, I accumulated winnings and submitted a withdrawal request for €3,200.

Only after I requested my withdrawal did the casino inform me that my withdrawal had been placed under management review. I then received an email stating that I had been excluded from receiving bonuses at Slotsi Casino and its sister casinos. The casino subsequently claimed that I had previously played at their casino and relied on this allegation to confiscate my winnings and cancel my withdrawal.

I categorically deny this allegation. I have never previously held an account, deposited funds, or gambled at Slotsi Casino. The casino has not provided any evidence whatsoever to support its claim.

In my view, this decision is unfair and contrary to the principles of transparency, fairness, and good faith that licensed gambling operators are expected to uphold. Serious allegations such as duplicate accounts or previous participation cannot reasonably be used to justify confiscating legitimate winnings without clear, verifiable, and convincing evidence.

Furthermore, the timing of the casino’s actions is deeply concerning. My account was not questioned when I registered, deposited funds, claimed the bonus, or completed the wagering requirements. The issue was raised only after I had won and requested a withdrawal. This creates the appearance that the rules were enforced selectively and only after the outcome became unfavorable to the casino.

I respectfully request that the casino be required to disclose the evidence upon which it relies to support its allegations. If it cannot produce objective and verifiable evidence demonstrating that I previously held an account or otherwise breached the Terms and Conditions, there is no legitimate basis for confiscating my winnings.

I therefore request that:

The casino’s decision be independently reviewed.

The casino provide documentary evidence supporting its allegations.

My legitimate winnings of €3,200 be reinstated.

My withdrawal be processed and paid without further delay if the casino cannot substantiate its claims.

I appreciate your impartial review of this matter and trust that the principles of fairness, transparency, and due process will be applied throughout the investigation.

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.

• Is there any chance that someone from your household or someone using the same IP address also created an account at this casino?
• Have you ever created an account at any of Slotsi Casino's sister casinos and activated their welcome bonus? If so, please specify the name of the casino.
• Am I correct in understanding that you were excluded from receiving bonuses at this casino only after you submitted a withdrawal request for the winnings you accumulated with the bonus?
• Did you pass the full KYC verification at this casino, or at least submit any identity documents for account verification?

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