Mr Sloty Casino - Hráč si stěžuje na neoprávněné vklady.

Myself and my bank are trying to contact this casino due to unauthorised transactions on my card. There are payments from so many payment processors or gateways that we cannot seem to get in contact with anyone at all. We have tried the number on their site and this processor said they do not support them as a company! I have contacted them by email multiple times and so has my bank without and contact. Live chat will not speak to me. They do not have my name in record supposedly.

Dear Rosie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise if the funds have been deducted from your bank account and credited to your casino account? Have you ever deposited funds into your casino account willingly? When did you notice that funds are being deducted from your bank account without your consent?

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

Best regards,

Petronela

Hi thank you for your reply, I never opened an account with the company, I was directed to the site by my bank from the merchant ID and transaction codes. Upon contacting them they have no record of any of my emails or an account in my name. I have sent them all the transactions and ID numbers and my bank has tried to contact them, however I am getting nowhere at all, I also tried a phone number but they said they had no knowledge of their company. I have also contacted their licensing company but yet to gain a response.

I noticed transactions on the 6th of July which my bank was processing and finding the origin, then there was 7 on the 12th August. These only half have cleared in my bank the others pending, the amounts seem to be changing once cleared, I assume this is an exchange rate issue

Dear Rosie,

Thank you very much for your reply. I’m truly sorry to hear that your problem remains. Since your bank is investigating already this issue, the only recommendation from our side is to contact an independent website https://mychargeback.com/. If I understand it correctly and your funds have been deducted from your bank account, this company will try to negotiate with the bank and arrange a chargeback up to 90 days since the transaction. Unfortunately, there is one catch, if you chose this way you might experience difficulties with other casinos in the future. However, I still believe it’s worth trying.

Additionally, please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members had access to your card details and might have used it without your consent as it's highly unlikely that a casino would deduct funds from your bank account without you providing your personal details previously.

Looking forward to hearing from you.

Hi there, thanks again for your reply, my bank thinks my details have been fraudulently used over the internet, my banks policy is to try and contact the merchant first and negotiate however as I said I just can’t get a response. I don’t use casinos so not being able to play is not an issue

Thank you, Rosie, for your reply. Could you please forward your bank statement with the unauthorized transactions before we'll contact the casino? My email address is petronela.k@casino.guru.

I managed to speak to someone today and they are accusing me of fraud, and keep asking for my account information. I have looked at the payments in more detail and they link to lots of different online shops. One called vivid health, another call gloverapp gift cards. And another in China as a leisure and tourism business. On investigation it sounds as though they are hiding all their money in online merchants. I do not know how to prove this or indeed contact them about this

Thank you very much, Rosie, for the forwarded screenshots. If you and your bank have tried contacting the casino and gained no response, could you please advise if you have contacted the police? I'm sure they would be more helpful than us.

Hi there, this is my next step however overseas casinos I have been told don’t respond to them either but I definitely will be. This quote is in their terms and conditions so I am unsure where to report this, they effectively say they do not intend to pay out to anyone. Quite obviously illegal.

6.2 You acknowledge that we have no obligation whatsoever to provide you with prior notice of our decision to refuse, de-register, exclude or suspend you as a player, nor are we required to furnish you with any reasons for such decisions.

In other words,if you win we will block your account because you have won and we don;t have to give you a reason why.

Is there an overseas system I can complain to or I can just post this quote everywhere so they don’t get any custom!

We can try contacting the casino and ask them to shed some light on the matter, however, I still believe that contacting the police would be much more efficient. How would you like to proceed?

Could we do both, I will report it to action fraud today?

Yes, we could. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much for your help

Hello Rosie.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I would like to add my bank has investigated the merchant IDs also which now lead to "A Business of health professionals" so the merchant ID means they are not registered as a casino.

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’.

We provided all the info to the client numerous times. there is nothing else that can be done on our side.

The only info you provided was that you will not return the funds, I have reported this. Your company is illegal

Dear Mr Sloty Casino team.

Thank you for your response. Please, could you specify what information has been provided (except the one Rosie has mentioned)?

Please, be aware that in case you fail to provide further information, I will be forced to close this case as 'unresolved'.

Hello,

The client claimed that had no account at this casino.

After investigation, it has been found that not only that she had an account under a different email, but also regularly deposited and played and lost all. At one point even changed the data on the account(name, address, and country) and requested closing.

Have a nice day.

Kind regards,

Alex

Customer Support Team

This is incorrect, there was an account opened in my name and deposits made by not myself. I have no idea about changing if an address, and have explained this with you. Why would I change an address. This is now reported to a fraud team so deal with. As you have not listened to any of my explanations. If an address has been changed it’s probably to use multiple cards, so your investigation is wrong

Dear Alex and Mr Sloty Casino team.

Have you found any connection between Rosie's account and one which looks like her duplicate? For example, IP match, same payment source...

Thank you for your help with this, supposedly the address was changed, so should they not be checking other payment methods used on the account once the address was changed, it’s bizzare, however as I said all the payment pricessirs are other businesses and not an actual casino so it is a corrupt company!

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’.

Thank you so much, as I said there is now an active fraud investigation into the payment processors etc so they will be held accountable seen as they have refused to acknowledge any fault, will end up costing them way more than refunding the funds. Thank you for all your help.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Rosie.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with the investigation. Please, be aware that this complaint will affect their reputation on our website, which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website and certainly UK licensed.

Best regards, Jozef