Slots Empire Casino - Hráčovi se podařilo otevřít účet z omezené země.

Dear Sir/Madam,

I played at Slots Empire and won 180 Euro from Bonus. After that I deposited 20 Euro via Bitcoin as per their terms to withdraw winnings. Then they called me to confirm my account details. And I attended the call then it was confirmed. After that they asked me for my documents. As per their instruction I sent all documents 6 days ago. As per their terms they need 3 days to validate the documents but they didn't reply me. Then today I go to live chat to asking about my account validation.

But they reply me that:

Chat on tawk.to

Conversation started on : Wednesday, July 14, 2021, at 10:03 (GMT+0)

[10:03] Sayma5566: Hi

[10:04] Jason has joined the conversation

[10:04] Jason: Great to see you online with Slots Empire! May I ask for your username so that I can assist you?

[10:04] Sayma5566: Sayma5566

[10:06] Jason: Hi Sayma !

[10:06] Jason: I have checked your account and it appeared that your membership has been terminated due to violation of Terms of the company.

[10:07] Sayma5566: When it appeared?

[10:07] Sayma5566: I didn't violate any terms

[10:07] Jason: Thanks for stopping by, we hope to hear from you again soon!

[10:07] Jason has left the conversation

[10:08] Sayma5566: Excuse me, Can you please explain me the reason?

[10:08] Wayne has joined the conversation

[10:08] Wayne: Great to see you online with Slots Empire! May I ask for your username so that I can assist you?

[10:08] Sayma5566: Sayma5566

[10:09] Wayne: Hello Sayma

[10:09] Wayne: The Casino does not accept real money wagers from the residents of Bangladesh. Please note that wagers, login sessions, bets or any other activities are forbidden from the mentioned locations.

[10:09] Sayma5566: Why my membership terminated?

[10:09] Sayma5566: From when?

[10:10] Sayma5566: But I have winnings in my account

[10:11] Sayma5566: I made first deposit with Bitcoin and sent my documents for verification 5 days ago. As per instructed to me.

[10:12] Sayma5566: When I played to Slots Empire that time Bangladesh was allowed.

[10:12] Wayne: One moment please.

[10:12] Sayma5566: I don't understand what is going on [10:16] Wayne: The Customer is responsible for reviewing the Terms & Conditions on the Website on a regular basis in order to prevent any misunderstanding or misinterpretation.

[10:16] Wayne: And there was a recent change that Bangladesh is a restricted country in our casino

[10:17] Wayne: Unfortunately, BitCoin deposits are non refundable

[10:18] Sayma5566: So my winnings?

[10:20] Sayma5566: Excuse me

[10:23] Wayne: Such a case occurred that your country became restricted as per our Terms and Conditions, we would love to refund your transaction, but BitCoin deposits are non-reversable. The Slots Empire website reserves the right to change and/or amend these Terms and Conditions whenever required. And by creating an account, the Customer expresses their consent to be bound by these Terms & Conditions

[10:27] Sayma5566: This is not right at all. Customer will not play in Slots Empire with this kind of risk.Suddenly casinos terms will be change and customer will lost their deposit and winnings. What kind of rules it is? Slots Empire must need to give advance notice to the customer regarding the new rules.So sad.

[10:28] Sayma5566: Anyway, thanks to you for co-operation.

Now I want to complain about this. If they recently restricted Bangladesh so how they simply voided my deposit and winnings?

Is this the proper rules to closed customer account without any advance notification? If it is the rules then isn't it high risk for the player to playing to Slots Empire?

Please try to help me about this issue.

Thanks.

Dear sayma5566,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://slotsempire.com/en/faq/:

"ARE THERE ANY COUNTRIES WHOSE RESIDENTS ARE NOT ABLE TO OPEN AN ACCOUNT?

The Casino does not accept the residents of Afghanistan, Azerbaijan, Bangladesh, Belarus, Costa Rica, Curacao, Estonia, Hungary, India, Iran, Iraq, Israel, Latvia, Lithuania, Macedonia, Malaysia, Netherlands, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Turkey, Ukraine."

Since there is no possibility to register an account from Bangladesh anymore, I would like you to advise how long ago you have registered your casino account?

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location and submitted Bangladesh when completing the registration form when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

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

Thanks for asking.

I think I opened my account with them 5/6 months ago.

When I opened the account there was Bangladesh in their country selection tab. Even before played I asked and ensured about my country on live chat. They ensured me that Bangladesh allowed.

I never used any VPN or any proxy or any other location alter system.

I played with my real IP from Bangladesh.

I can't access their website from last couple of days.

I'm also adding that there was all procedures done from my side to withdraw my funds..They asked me to deposit, I did. They called to my number for confirmation, I did. They asked me for documents, I sent. Now It's time to give my money, They closed my account with new rules.

Thanks for understanding.

Thank you very much, sayma5566, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

No problem. Thank you!

Hello sayma5566,

I'm Nick and I'll be assisting you in your case from now on. I would like to ask Slots Empire Casino to join us and help us resolve the player's issue.

We haven't hear from the casino yet. Please note that if we won't get any respond within the next 7 days, the complaint will be closed as unresolved which may negatively affect the casino's rating.

Today I received this email from Slots Empire:

Dear Sayma,

Thank you for your request.

Please be kindly informed that a static Bitcoin wallet address should be provided over the email for us to be able to send the funds to your wallet. A static BTC wallet is one that does not change with time.

We are looking forward to your reply!

Sincerely,

Sindy Wright

Validation Department

Slots Empire Casino

And I replied to their email with my static Bitcoin address.

Hello Sayma,

Thank you for your feedback.

I’ve been in touch with Slots Empire billing department regarding the matter and was informed that you were emailed with a BTC wallet request, so they could proceed with sending your payout. In your latest comment you mentioned that you replied to their email today indicating your static BTC address. In this case please allow some time for your payment to be processed.

Should you have any questions please let me know.

Regards,

Slots Empire Team

I received 170€ today in my Bitcoin Wallet.

Thanks to CasinoGuru for assisting me to solve my case.

Also thanks to Slots Empire for their support.

Dear Sayma and Slots Empire Casino,

I'm very glad that the issue have been resolved and I would like to thank you for your cooperation. Please do not hestiate to contact us if you will come across any other trouble in the future, we will try our best to help you with it. The complaint will be now closed as resolved.

Best regards,

Nick

Casino.guru