SlotMonster Casino - プレイヤーのアカウントは説明なしに閉鎖されました。

Dear Casino Guru Team,

I am writing to formally submit a complaint regarding SlotMonster Casino (slotmonster.com, License 8048/JAZ) due to an unjustified account closure and withheld funds.

Issue Summary:

I registered on March 9 and deposited 3,000 USDT. I did not select any bonuses.

I played sports betting and live roulette, increasing my balance to 7,500 USDT.

On March 12, I requested a withdrawal of 3,658 USDT, leaving approximately 4,000 USDT in my account.

On March 14, I contacted support because the withdrawal had not arrived.

On March 15, SlotMonster replied that my withdrawal was "being processed" and that everything was fine.

On March 18, I sent another email demanding my payment. Shortly after, my account was suddenly closed without any explanation.

Since then, I have been unable to log in or access my remaining balance of 7,658 USDT (3,658 USDT from the withdrawal + 4,000 USDT still in the account).

SlotMonster has ignored all my emails after closing my account.

Important Details:

I do not have access to my account, so I cannot provide screenshots of deposits, withdrawals, or transaction history.

The only evidence I can provide is:

A screenshot proving that my account is closed.

Emails I sent to SlotMonster requesting my withdrawal.

Their single response confirming that my withdrawal was "being processed."

Request for Resolution:

I kindly request Casino Guru’s intervention to ensure that:

SlotMonster provides a valid explanation for my account closure.

My full balance of 7,658 USDT is paid immediately.

SlotMonster is held accountable for its lack of transparency and fair treatment of players.

I appreciate your prompt attention to this matter and look forward to your response.

Best regards,

Dear newbye,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, could you please provide more details regarding the following:

• Have you passed the full KYC verification before your account was closed, or have you at least provided any identity documents to the casino for verification?
• Did the casino mention any specific reasons for the account closure after you followed up with them?
• Has your withdrawal request been canceled?

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

Best regards

Veronika

Good morning,

Answering the previous questions:

• I haven't passed any verification, I haven't been asked for it, nor have I been given the option to pass it as far as I can recall.
• The casino hasn't said anything. In their last communication, they told me the withdrawal was being processed, even though my account was still open. I then sent another email and they haven't responded. In the chat, they referred me to the email, saying they couldn't do anything and that it had to be done by email.
• I don't know if it has been cancelled since I can't access the account and the funds obviously haven't arrived.

I don't know what they could honestly claim, since I entered with UDST and won playing roulette, without playing any bonuses, I see no possible excuse, so most likely they won't even answer because you can't defend the indefensible, there is no legitimate reason to close my account and retain my funds.

Buenos días,

Respondiendo a las preguntas anteriores:

• No he pasado ninguna verificación, no me la han pedido ni me han dado la opción de pasarla que yo recuerde.
• El casino no ha dicho nada, en la última comunicación me dijeron que la retirada estaba procesandose, cuando aún mi cuenta estaba abierta. Después he vuelto a enviar otro email y no me han contestado y en el chat me remiten al email dicen que no pueden hacer nada, que tiene que ser por email.
• No se si se ha cancelado puesto que no puedo acceder a la cuenta y los fondos obviamente no me han llegado.

No se que podrían alegar sinceramente, ya que ingresé con UDST y gané jugando a la ruleta, sin jugar ningún bono, no veo excusa posible, por lo que lo mas probable es que ni contesten porque no se puede defender lo indefendible, no existe ningún motivo legítimo para cerrar mi cuenta y retener mis fondos.

Thank you very much, newbye, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of SlotMonster Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

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

I would now like to ask SlotMonster Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

Hello newbye,

Since we haven’t received any response from SlotMonster Casino despite our follow-ups, we are now closing this complaint as ‘unresolved’.

We're sorry we couldn't assist you further in this case. Please note that closing a complaint as unresolved may negatively impact the casino’s Safety Index on our website.

Should the casino decide to cooperate at a later stage, the complaint can still be reopened.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru