Slottica Casino - Hráčův účet byl pozastaven pro další ověření.

At the beginning I have to say that I only played in the casino once and I'm in minus, but I played a lot in sports bookmaker.

I played slottica for 4 weeks. My account is verified. I bet on a lot of stake. I made a large number of deposits and withdrawals. Everything worked well until 12/02. Then my withdrawal was declined and I received an email saying I was using some illegal software to place bets and my account was suspended for verification for 75 days!!

10.8. If the company suspects that you are using prohibited software, the company may conduct an additional investigation within 75 days. Please note that during this period your account will be frozen.

I have about 3600 euros in my account, no withdrawal possible.
The whole situation is very shocking to me. I have never used any illegal programs to place bets. I have never heard of such programs. I can't even imagine a program that could help me with betting.
For 4 weeks trying to find out what's going on and clear up this misunderstanding. They don't know anything in chat. My personal account manager sees no fault of mine but can't do anything because the decision is made by the finance department. The finance department doesn't respond to my emails.
My account is clean and I have nothing to hide. I have no idea what I'm accused of. Nobody wants to explain what's going on. I hope you will help me explain this situation and recover my 3600 euros .

Dear Szymon,

Thank you very much for submitting your complaint. As you might know, our forum Casino.guru, deals with the complaints regarding online casinos only. If I understood it correctly, your complaint is related to sports betting, could you confirm? I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. I can contact the casino on your behalf and try to get some more information. Please let me know, if this is sports betting or casino related issue. Thank you in advance.

Best regards,

Petronela

Hello,

I don't know what the charges are against me because no one from the casino wants to talk to me. I don't know if the problem relates to casino or bookmaker. I only played in the casino once and lost around 150 euros. In bookmakers I've won some money so they probably have a problem with that. In the email they cited their regulations:

10.8. If the company suspects that you are using prohibited software, the company may conduct an additional investigation within 75 days. Please note that during this period your account will be frozen.

I don't want to wait so long. I have nothing to hide, I just want to clear up this misunderstanding. I have also read about similar problems of slottic players. I know that you are always trying to help. I am asking for help because nobody wants to solve my problem.

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

Hello Szymon.

From what you wrote before I think your problem is related to sports betting (as you mentioned before, your winnings are from sport).

From what I know from online casino problems, in case that the casino suspects you from something they have the right to check your account. (automatic control, manual control or random pick) Honestly, I never heard about 75 days. More like 30 days is a maximum, but as Petronela mention, we are not a sport betting experts.  

Best is to cooperate with the casino fully. If 75 days is a long time for you, then move your activity to another casino (you can mention to them that you chose another casino/sport so they would be motivated to shorten the process otherwise they lose a customer)

During this security check, we also don't have any kind of information until the check is finished. I can keep the complaint open for 30days and in case that they will be still investigating you after 30 days, we can try to speed up the process. (with no guarantee)  

I am sorry, but we can't help you more.

30 days of checking my account expire on Wednesday. We all know that someone will check this account in a day or two. The account is clean, I just want to force the casino to do it as soon as possible, and not after 74-75 days. Therefore, if possible, please intervene in the matter of the long duration of this check

I will do my best.

Hello Szymon.

I have information that they are checking your gameplay, but unfortunately, I don't know the time-frame when they will finish.

You need to wait. I am sorry, I was not able to speed them up.

Two more weeks passed and still no response from Slottica. I'm slowly losing hope of getting my money back

I will write them again and try to get some news.

So far three times, I asked them to hurry up with this "security check". They promised me to do their best. I am very sorry. I can imagine how are you feeling.

Any news Szymon regarding your case? 

Nothing happened in my case. I have no answer from slottica. Chat operators keep me waiting for up to 75 days. This deadline will expire on April 26. We will see if they respond within this period. I don't know what to think about them anymore. I found in your forum the same player complaint as my www.casino.guru/slottica-casino-player-is-concerned-about-his-winnings- The player was also accused without any evidence of using illegal software. I hope that with your help the end of my case will be similar.

Hello, Szymon!
We are really sorry that you have to wait so long, before specialist finished to check your account. 
I am glad to inform you that the check was finished and your account is active again!
I hope you will take our apologize and will enjoy time in the Slottica Casino!

Best regards,
Slottica Support

I confirm my account is active and I am in the process of withdrawing my money. Thank you very much for your help, without her I probably wouldn't see my money anymore. As for the slottica casino, there is no professionalism at all. My account has been blocked for almost 3 months for no reason, no response to my emails. Until now I have not received any information that my account is active. I had to make a new deposit and trading 3x to withdraw my money. The only information from the casino I received in this topic on the forum.

Thank you for your update. I hope the withdrawal process would be smooth and one more time we are sorry for your troubles. I will close the complaint now as "solved". In case of any other problems, you can reopen complain anytime.