TheSlotz Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

Hi,

My account is blocked and also they wiped all my money, over 4200€.

First of all they cannot verify my identity by their own wizard tool (I have used this kind of wizard many times and all times this is succeed in). I tried verify my account 16.3. I got rejected from wizard and then I asked from casino help to try for example verifcation again via wizard but the status remains rejected and they did not answered anything. I suggest to send ID things via email too but I got only answer that I have to wait.

Finally today I got answer that my account has blocked for duplicate account reason or some other reason:

"2.6. By creating an account, you agree to provide only reliable information about yourself, such as your name and other personal information. You also agree not to create duplicate accounts; each

user is only permitted to create one. The account cannot be duplicated using any other person, family, address (postal or IP), or email address associated with the device. Accounts other than the primary account are considered duplicates."

I have no duplicate accounts. And I havent ever play for cheating or prohibited style. I have played casino games over 10 years and I think I have good reputation.

I think that this Casino scared when they saw that I won about 3000€ last night and make this kind of decision finally.

Please help me. I will provide all conversation with the casino when you asked.

I attached some screenshot that proves that I have account there, this rejected account verification status from wizard and that latest big win and the balance (which they removed me)

Regards

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Attila

Hi, there is no any change that i have used or created duplicate accounts!

And i havent used any vpn solutions.

If i remember right, i used initally their bonus offer but I won money without bonus and i removed bonus myself. Then I played quite long and waiting their kyc process....and then i finally won that big win and then they give that info that they have blocked my account and removed all winnings/money.

Should i now deliver all email conversation with them?

Dear kaijoke,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hi, i forwarded all email conversation to attila.g@casino.guru 27.3. Please start finally discussion with theSlotz casino.

[redacted]

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,

Attila

Thx, i just wondering why this takes so much time. I afraid soon there is no logs to proof things. But of course casinos has to be all logs available at least one year.

Hello kaijoke,

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.

I understand your desire to address your case as soon as possible, but it usually takes some time. While I cannot provide you with a definitive timeframe when and if at all we would be able to resolve your case, you can find more information about the usual process here: Complaint Resolution Information and Instructions | Casino Guru

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

Dear TheSlotz Casino,

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 and evidence directly to me at michal.k@casino.guru for an independent assessment.

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.