Slim King Casino - プレイヤーのアカウントは閉鎖されました。

Hi, I had some substantial wins on Hacksaw and Pragmatic slots and requested a withdrawal of €800 two days ago. Today, all of a sudden, my account was blocked. I can no longer log in, and they also cancelled my withdrawal.

I feel this behavior is unfair on their part and I am requesting payment of my remaining balance in full.

Salve, ho fatto delle vincite sostanziose sulle slot hacksaw e pragmatic e richiesto un prelievo da 800€ due giorni fa, oggi tutto ad un tratto il mio conto è stato bloccato, non posso più accedere e in più mi hanno annullato il prelievo.

Ritengo che questo comportamento sia ingiusto da parte loro e richiedo il pagamento del mio saldo residuo per intero.

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Dear Spaffle,

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.

• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Are there any terms and conditions that you believe might apply to your situation?

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

Best regards

Petra

Good morning Petra,

• On the casino website it was written that it was not necessary to upload documents
• I accumulated winnings without bonuses
• I don't think I violated any casino rules; I just played the slots, nothing else. I assume this is a random check, and I hope the casino helps me by letting me withdraw my funds.

Buongiorno Petra,

• Nel sito del casino c'era scritto che non era necessario caricare i documenti
• Ho accumulato le vincite senza bonus
• Penso di non aver violato nessun termine del casino, mi sono limitato solo a giocare le slot, nient'altro. Mi immagino che si tratti di un controllo casuale e mi auguro che il casino mi venga in contro facendomi prelevare i miei fondi

Thank you for your reply and for providing the previous details, Spaffle.

• What was the reason given for the blocking of your account?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi Petra, the casino didn't give me any reason for blocking my account. They simply reversed my withdrawal request without any explanation.

I contacted them via chat to understand better and these were their responses:

I imagine they'll let me know more via email, but I haven't received any updates yet.

Ciao Petra, il casino non mi ha dato nessuna motivazione per il blocco del mio conto. Si è solo limitato ad annullare il prelievo che avevo richiesto senza spiegazioni.

Li ho contattati in chat per capire meglio e queste sono state le loro risposte:

Immagino che mi faranno sapere qualcosa di più via email, ma al momento non ho ricevuto aggiornamenti.

Dear Spaffle

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Slim King Casino representative to join this conversation.

Dear Slim King Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

Thank you for reaching out and for the opportunity to clarify the circumstances surrounding this case.

Following a thorough investigation conducted by our Risk and Compliance team, we have determined that the player's account was found to be in breach of multiple sections of our Terms and Conditions, as outlined below.

Section 7.18 – Our bonuses are intended for entertainment purposes only. If the bonus or deposit are not used as intended (for casual betting and playing), we deem such actions a violation of the Terms.

Section 7.19 – It is strictly prohibited to engage in any form of promotion abuse. More specifically, our team identified that the player engaged in the following prohibited conduct:

"Playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards – for example by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus or with a subsequent deposit."

This type of behavior constitutes bonus abuse under our Terms and Conditions, regardless of whether the player believes they were simply playing slots in a standard manner. Our system flagged the account due to clear patterns consistent with this specific prohibited strategy, which our team reviewed and confirmed.

Section 7.20 – Engaging in any promotion abuse, fraud, or manipulation is a breach of the Terms, entitling us to void all promotions participated in, confiscate all winnings derived therefrom, and prevent future participation in promotions.

Section 9.1 – Using unfair betting patterns or strategies, including hedge betting, low margin bets, or any structured betting behaviour inconsistent with normal recreational play and designed to manipulate gameplay dynamics or promotional conditions, is strictly prohibited and constitutes a material breach of our Terms.

Section 9.3 – Following our gameplay review, the activity was deemed abusive, giving us the right to revoke promotion entitlements, void winnings, and close the account.

Section 9.4 – Upon reasonable suspicion of improper activity or breach of Terms, we reserve the right — at our sole and absolute discretion — to immediately block the account, cancel pending withdrawals, void winnings, and confiscate the real money balance.

In accordance with our Terms and Conditions, the following actions were taken:

• All pending withdrawal requests were cancelled
• The account was permanently closed

We have screenshot on hand that directly evidence the bonus abusive behaviour detected on this account and are happy to share them with Casino Guru internally.

We are confident that all actions taken are fully consistent with our Terms and Conditions and firmly stand by our decision, which we consider to be conclusive and not subject to further review or reversal.

Best regards,

Slim King Casino Support Team

I consider the bonus and the balance resulting from my deposits to be two separate entities. I understand that if the bonus has been used in violation of the casino's terms and conditions, you may forfeit the bonus and any associated winnings.

However, regarding the actual balance resulting exclusively from my personal deposits, I would like to kindly request a refund of the approximately 1000 euros I paid, in order to resolve the matter peacefully and fairly for both parties.

Ritengo che il bonus e il saldo derivante dai miei depositi rappresentino due elementi distinti. Comprendo che, nel caso in cui il bonus sia stato utilizzato in violazione dei termini e delle condizioni del casinò, possiate procedere con la revoca del bonus e delle eventuali vincite ad esso associate.

Tuttavia, per quanto riguarda il saldo reale derivante esclusivamente dai miei depositi personali, desidero richiedere cortesemente il rimborso dei circa 1000 euro da me versati, al fine di risolvere la questione in maniera pacifica ed equa per entrambe le parti.

Dear Slim King Casino,

Thank you for your detailed explanation regarding this case.

We understand your position and the Terms and Conditions referenced in your response. However, in order for us to objectively assess the situation, we would kindly ask you to provide the evidence supporting the alleged bonus abuse and gameplay manipulation described above.

Please also clarify whether the confiscated balance originated from bonus funds or from the player’s real-money gameplay.

Kindly send the relevant gameplay records, screenshots, or any additional supporting materials to my email for internal review.

Thank you in advance for your cooperation.