Slottica Casino - Выигрыш игрока был конфискован.

Slottica Casino - The player's winnings were confiscated due to a rule violation. I need to understand how this happened when the game paid out knowing that I deposited money. They didn't send me a picture proving which game it was and how it would violate the rules if it was the game itself that paid out. They took $800 all at once despite the fact that I won gradually.

Slottica Casino - Os ganhos do jogador foram confiscados por violação de regra. Quero entender como isso se foi o jogo que me pagou sabendo que eu depositei dinheiro eles não me mandam a foto provando qual jogo foi e como que iria violar se foi o jogo quem me pagou eles cobraram 800 tudo de uma vez sabendo que ganhei aos poucos

Dear EverliseWandscher08,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slottica Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long you were a player of the casino and when exactly was your account blocked?

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance with or without an active bonus? 

What rule you allegedly broke according to the casino, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, so I won 998 reais in a game and asked to withdraw 1000 I had a balance on the platform, it did not work because I needed an update after that I sent the documents and updated it and went to play again and lost I came to 400 and shortly I entered the Roll in Money game and started playing for 5 reais and in the round it fell 101 reais x 5 made my balance rise to 900 and I asked to withdraw then an email came saying that my balance of 800.00 was withdrawn because I broke the casino rules and lost my money and no I understand I deposited and I didn't play with free spins I asked for proof they didn't send what they said unfortunately they broke the rules

Olá assim eu ganhei em um jogo 998 reais e pedi pra sacar 1000 tinha um saldo na plataforma não deu pois precisava atualização após isso mandei os documentos e atualizei e fui jogar novamente e perdi vim pra 400 e pouco entrei no jogo Roll in Money e comecei jogar a 5 reais e na rodada caiu 101 reais x 5 fez com que meu saldo subisse pra 900 e pedi pra sacar ai veio e-mail falando que meu saldo de 800.00 foi retirado por que quebrei as regras do cassino e perdi meu dinheiro e não entendo de eu depositei e não joguei com rodada grátis pedi provas eles não mandaram do falaram infelizmente descompriu regras

Could you please send me the email you received from the casino? My email is tomas@casino.guru

Yes, I forwarded the email that came

Sim encaminhei o e-mail que veio

They sent an email saying that

Hello!

Thank you for reaching out to the Slottica support team.

Your request has been closed because we have not received your response. If your request is still relevant, please let us know by replying to this email.

In order to receive a quick response, we advise you to contact our online chat on the website. Our chat representatives work 24/7 and will be happy to assist you.

We wish you a good day!

Compliments,

Slottica Support Team

Eles mandaram e-mail falando isso

Olá!

Obrigado por entrar em contato com a equipe de suporte do Slottica.

Sua solicitação foi encerrada porque não recebemos sua resposta. Se a sua solicitação ainda for relevante, informe-nos respondendo a este e-mail.

Para receber uma resposta rápida, aconselhamos que entre em contato com nosso chat online no site. Nossos representantes de chat trabalham 24 horas por dia, 7 dias por semana e terão prazer em ajudá-lo.

Desejamos-lhe um bom dia!

Cumprimentos,

Equipe de suporte do Slottica

Oh I asked in private they said that

Ai pedi no privado falaram isso

But they just roll it up, they won't pay me 😭😭 they'll claim I cheated even though I deposited and didn't play with a bonus 😭

Mas eles só enrolam não vão me pagar 😭😭 vão alega que trapacei mesmo assim sabendo que eu depositei e não joguei com bônus 😭

Could you please send me the email the casino sent you in which they accused you of breaking their rules? Please note we will need a complete picture of the situation before we proceed.

Please send it to tomas@casino.guru

Yes I can

Sim consigo

I sent

Enviei

I believe they won't return it, right 😓 they claim that I used a bonus knowing that I didn't use the bonuses, but I deposited money and played games of 2.00 and 5.00 reais 🥹

Acreditó que não vão devolver né 😓 eles alegam que usei bônus sabendo que não usei os bônus e sim depositei dinheiro e fiz jogos de 2.00 e 5.00 reais 🥹

Thanks for your patience and your messages.

I can see the casino accused you of breaking the following rule:

10.4.3.4. The player postpones game rounds, including free spins or bonus games, or generates game progress to collect the winnings later.

Please understand delaying rounds creates an unfair advantage for the player over the casino.

Could you please confirm you didn't play the slot game 'Roll in Money' with any bonus balance prior to achieving your winnings with real money?

I'll await your reply.

They said that I played but the ones I played were others that were the winnings and I played with a balance and not with a bonus and they said that they have these two games in their system

I bet 2.00 reais and then 5.00 reais, which is what I won roll in money

I didn't get a bonus, they sent an email saying they weren't going to refund it and I simply broke the rule.

Eles falaram que joguei mas os que joguei foram outros que foram os ganhos e joguei com saldo e não com bônus e enviaram que eles tem no sistema esses dois jogos

Eu apostei valor de 2.00 reais e depois 5.00 reais que foi o que ganhei roll in money

Eu não ganhei bônus eles mandaram e-mail que não vão devolver que eu simplesmente quebrei a regra .

Thank you very much, EverliseWandscher08, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much

Muito obrigada

Hello there,

Thank you EverliseWandscher08 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slottica Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

uhum

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter