Slotsngo Casino - Povlačenje igrača je odloženo sa zahtevom za dodatnu verifikaciju.

Hii, i signed up on slotsngo casino on 6 jan made 3-4 deposits and 2 successful withdrawal, on first withdraw casino asked me for kyc and it was completed successfully, and i also received my first withdrawal and second withdrawal successfully, however on 10 jan when i requested withdrawal again , casino denied it and also blocked my withdraw feature, when i asked to their live chat, they stated they are now conducting additional verification, and this can take several days to months and they don't have any definate timeframe, i am afraid now they might ripoff my money and making the excuse to not to pay my withdraw, i only played with real money and didn't used any bonus, i request you to kindly help me

Dear ekansh69,

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.

Could you please specify if you submitted any additional documents for verification? Have any of them been checked and approved yet?

What types of games did you play?

When was the last time you communicated with the casino and what was your conversation about?

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

Hii, thanks for your reply , yes they have asked for additional documents aadhar card with selfie and deposit screenshots which i already provided to them yesterday, i only played blackjack on evolution gaming , now they have also blocked my access to their live game, and i am now not able to play games too, also i didn't took any bonus, i again tried to chat with them regarding the issue and now they are saying they have observed suspecious activity and will take about week, i am attaching screenshot of the conversation also

Have the additional documents you sent to the casino last week been successfully verified?

Since the investigation is related to your gaming history, please ask the casino to send you your entire gaming history in Excel format from the day you accumulated your winnings, and then forward it to me at veronika.f@casino.guru. Thank you very much for your cooperation and patience.

Hii, i have again contacted slotsngo casino chat regarding my Additional verification issue, it is not yet completed , they are still saying it will take few days , but not saying exactly how long, also i asked them to send gameplay history in excel format as you asked, but they also didn't send it to me, i am sending screenshot of my whole latest conversation with their chat on your email, I also emailed them several times but they are not replying on email too, I request you to kindly ask the casino agent directly or if possible invite them here , so that any possible resolution can be obtained, their chat support is simple wasting the time and doing nothing, if any additional information is required from my side do let me know, thanks

Thank you very much, ekansh69, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello ekansh69,

I'm Michal, and I have taken over your complaint.I have reviewed your case and I will contact the casino to shed more light on this matter. Just so you know, if the casino team identifies any unusual activity, they may ask the game provider to examine your gameplay, as this is a common practice in the industry. Unfortunately, these investigations can take time, sometimes extending over several months, though I sincerely hope it won't take that long in your case. Sadly, we will need to wait for the results of the game provider's investigation to see if any further steps are needed.

We would like to invite Slotsngo Casino to join the conversation.

Dear Slotsngo Casino,

Can you please provide us with any updates about the investigation? When can we expect a conclusion?

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 player @ekansh69,

We have conducted a thorough investigation and found that you have violated our rules. Unfortunately, we are unable to provide you with full details, but we have submitted all the evidence to the forum representative, @Michal, to confirm the legitimacy of this decision.

As a result, we will be refunding only your last deposit within 7 days, while the remaining funds will be deducted due to your violation of our casino's rules. Additionally, your account will be permanently blocked.

Thank you for your patience. We sincerely wish you a great day.

Best Regards

Slots'n'Go

Hii casinoguru team, firstly i would like to thank you, because of your effort the casino atleast provided the reply, i don't know who handles their live support team, they don't provide any information there, regarding the casino accusation, which they are mentioning here, i request @michal to kindly take detailed evidence from them please, and if possible share it with me also, as i only played live Blackjack in evolution gaming only and also played with real money only and didn't took any bonus also, so i wonder which rule i have violated, if they which to close my account, it is upto them however i should get my Rightfully obtained winnings, this is clearly a scam if player loose ok, if player wins give some shady reason and rip off the winnings from player

Thank you for your response and the provided evidence, Slots'n'Go Team.

Dear ekansh69,

Following a thorough examination of the information and evidence provided by the casino team, it has been concluded that your gameplay involved techniques that are not permitted, which granted you an unfair advantage. The Slots'n'Go team and the game provider both flagged this.

Regrettably, after compiling all relevant information, we must decline this complaint as it is deemed unjustified due to violations of the casino's terms and conditions, as previously communicated to you by the casino team. We encourage you to strictly adhere to the rules, as engaging in prohibited gameplay at any casino will result in future complaints being dismissed as well.

We regret that we could not assist you further in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards, 

Michal

Casino Guru