Slotvibe Casino - Uzavření účtu hráče, nemožnost vybrat výhry.

On 3/20, I received approval for my KYC, made my initial deposit, received my first deposit bonus, played some games, met the requirements for withdrawal, and applied to take out 5000 dollars.

When I tried to log in around 9 AM on 3/21, I found that my account had been closed.

When I contacted support about it, they wouldn't give me a reason for the closure and simply repeated that my account had been closed.

I did not receive my 5000 dollars and I believe this account closure is unfair. I kindly request immediate attention to this issue.

3/20 kycを承認され初回入金をし初回入金ボーナスをもらいプレイして出金条件をクリアし5000ドル出金申請しました。

3/21 朝９時頃ログインしようとするとアカウント閉鎖と表示されました。

サポートに問い合わせると理由は教えてもらえずアカウント閉鎖としか言ってもらえませんでした。

5000$も返してもらえず不当なアカウント閉鎖だと思うので、対応をお願いいたします

Hello ememr6312,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotvibe Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you received a notification about successful verification? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I received notification of successful authentication.

I used the bonus.

We chatted on 3/21.

I told them that my account was closed and I wanted my 5000$ back.

After that, I am being asked for documents via email.

認証成功の通知は受け取りました。

ボーナスを使用しました。

3/21にチャットしました。

アカウント閉鎖したとして5000$の資金は返して欲しいと言いました。

その後メールで書類を求められている状況です。

Hello ememr6312,

Be sure to provide all the requested information to the casino as soon as possible and keep in mind that it may take up to 14 days to process the verification.

Please let us know in case it would take longer.

I have been requesting documents via email and submitting them, but every time I receive the same text, I cannot proceed.

What should I do?

メールで書類を請求されて提出しているのですが毎回おなじ文面しかこず、進みません。

どうすればいいでしょうか?

Hello ememr6312,

Can you please forward those e-mails and the communication between you and the casino regarding this case to nikolas.b@casino.guru?

I finally received a proper reply on the 28th and they asked me for additional documents, so I would like to deal with that.

28日にようやくまともな返信があり追加書類を求められているのでそちらの対応をしたいと思います。

Hello ememr6312,

Please be sure to forward them all the documents they requested and keep in mind that verification may take up to 14 days. Please let us know in case of any update.

Dear ememr6312,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.