SlotMonster Casino - Hráčský účet byl uzavřen a výhry zabaveny.

I won 12,000 euro. It was something wrong with my profile and I asked them to correct it and they told me that they are going to do it and after that I can do my withdrawal. they lied to me instead they closed my account and stopped answering me they stole my money.

Dear s123,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify the problem in your profile that you wanted the casino to correct?

Have you received any emails from the casino after your account was closed? If so, please forward them to me at veronika.f@casino.guru.

Could you kindly specify if you passed the full KYC verification?

Did you play with or without a bonus?

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

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 48 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 900 complaints.

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

Hi Veronika!

The problem in my profile is that it didn't say my name or address. When I opened an account on their website, it said to fill in a mobile number and email, which I did, and then immediately I was logged in and ended up on the home page. They didn't ask me to fill in a name or home address, so I didn't think about it any more and started playing. It is when my documents for verification failed that I found out about the problem and then I explained it to the support and she said that she would help me to fix the error that occurred and then be able to make the withdrawal. But instead I get an email that they have closed my account. After that, I have tried to talk to the support chat several times a day when I get the same answer that it applies to another department and then they end the chat. They refuse to help me. I have even submitted to them the evidence of a video that I recorded. I became a member on another website and there I recorded that even that website only requested a mobile number and email and then I became a member. Pressed on the profile immediately and my sister's name and address appeared there as well. I sent them this video as proof that it is not my fault but from their website. But they don't answer me. I did not play with any bonus.

I confirm that I have completed the full KYC verification process.

I have checked the casino website. The registration procedure consists of four steps. After entering your email address, choosing your password, and typing your phone number, you are requested to submit your first name, last name, and date of birth in the third step. In the last step, you are required to provide your address.

Am I correct in understanding that the owner of your casino account is your sister, not you?

That's right, it should show up that I can fill in name and address, but it didn't show up on the page when I registered. The only thing they required me to fill in was a mobile number and email address, then I could immediately start playing. I have sent them a video clip with proof of this problem, so it should be no problem for them to share the video clip with you, but they would rather ignore the proof because they don't want to pay out. The account was created by me, but my sister's name and address details were entered automatically. They have received all the evidence from me but they refuse to answer and I wonder why? Why they steal my money?

How come they send back the money I deposited with to my bank account that I own and they don't want to pay out my winnings. Sounds very strange!

Could you please forward a video showing the issue you encountered during the registration process?

If you are not the owner of the casino account but deposited using your own payment card, the casino may choose to return the last deposit to you as a gesture of goodwill. However, since the account holder used a payment method not belonging to them, the casino is within its rights to void any winnings, and we support such a decision in these circumstances.

I don’t have the video anymore. I send it to them so they have the video. My sister already owns an account and I made a new account for my self. But when I type in my phone number and email adress the name in the profile type in automatically without me knowing about it. The customer service told me that they understand and that they would help me change the name in the profile after I sensed them all the documents with my name and street adress. But then they just closed my account instead. If they don’t want to pay me my winnings and only payed my deposit then they should pay all my deposit I did to the casino and not just the last one. But I want my winning because it is my right. I played and I won. If I would have been a lier I would make the withdrawal in my sisters name and just send her documents and I would have the money, but I am an honest person and I told them that there is something wrong with the site when I signed up.

Thank you for your response. I understand how frustrating this situation must be for you. However, it is the player's responsibility to provide accurate and truthful personal information when registering an account with any casino. If an error occurs, it is crucial to contact the casino's customer support immediately to rectify the issue, rather than waiting until a withdrawal is requested.

Based on your explanation and the casino's actions, the account was created with incorrect information that does not match your identity. This creates complications, as it makes it impossible to confirm that you are the rightful account owner. While I appreciate your honesty about the situation, casinos are required to follow strict verification policies to prevent potential misuse or fraud.

Unfortunately, due to the mismatch in the account details, this complaint will now be marked as rejected. I understand this is not the resolution you were hoping for, and I sincerely apologize that we could not assist you further on this occasion.

If you encounter any issues with this or another casino in the future, please feel free to contact us again, and we will do our best to help.

Best regards,

Veronika

Casino Guru Complaint Resolution Center