Slots Capital Casino - Hráčův účet bez důvodu uzamčen.

Casino locked my account, said to contact support, support couldn't provide me with any reason...just said security filter flagged my account. No answer provided. I asked for someone else to talk to and they closed the chat. Very disappointing!!!

Dear cheyeene,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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 Petronela, in response to your questions:

1. 2 months, fully verified and 3 successful withdrawals.
2. slots and live casino games.
3. without active bonus.

They locked my account and said I could no longer hold an account with them.

Screenshot from the player:

Is there any reply from Customer Services when you try to contact them?

Thank you.

Hi Petronela,

when I contacted them all they said was my account triggered their security filters and when I asked why they said that is all the information they have. I asked if I could speak to someone else or security and they said I wasn't allowed to do that. It is weird because I've been playing and withdrawing just fine so not sure what has happened...?

Thank you very much, cheyeene, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 cheyeene,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slots Capital Casino to join the conversation and participate in the resolution of this complaint.

Dear Slots Capital Casino,

Can you please explain why the player's account has been locked? What was the reason for this decision?

Kind regards,

Adam

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.

After a thorough investigation by our risk department, we have made the difficult decision to block the account in question.

This decision was reached following careful consideration and is based on findings that suggest fraudulent tactics and behaviors. While we understand this may be disappointing, please know that our actions are guided by a commitment to maintaining a secure and fair gaming environment for all our players.

Unfortunately, we are unable to provide further details regarding this matter. We appreciate your understanding and cooperation.

Um, I don't understand what that means and unless you can tell me which term, condition or rule I have broken, you've stolen 13k from me. That is the only reason you've blocked my account so you don't have to pay me.

Dear Slots Capital Casino,

Thank you for your response, however we would need more specific details from you to support your decision to confiscate the players funds. Are you able to provide any evidence/explanation of the fraudulent activity the player has been accused of? If you would prefer, it can be shared via e-mail (adam.m@casino.guru).

Kind regards,

Adam

After conducting a thorough investigation and careful consideration of all relevant factors, our risk department has made the decision to block the player's account. Regrettably, due to privacy and security protocols, I am unable to disclose specific details regarding the investigation. However, I can confirm that the decision was made based on the identification of fraudulent tactics and behaviors associated with the player's account.

Please explain which rule I broke…is this ai?

Also, thank you Adam for your help.

Hello cheyenne,

I have reached out to the casino one last time via Skype to try and obtain further understanding of the situation. If we are unable to glean more information or supporting evidence from the casino, the complaint will be closed as 'unresolved'.

Kind regards,

Adam

Hello again cheyenne,

The casino has confirmed that they will not provide any further information to us, so we have no choice but to consider this case unresolved. I'm afraid there is not much that can be achieved without cooperation from its side.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is also no gaming authority to turn to. 

Due to the lack of information and evidence provided, I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam