Slots City Casino - プレイヤーのアカウントが不当に閉鎖されました。

I am writing to formally submit a complaint against the online gambling platform SlotsCity.com for withholding my funds and unjustly locking my account.

On May 5, I deposited approximately €600 on SlotsCity.com. Prior to making the deposit, I submitted my identification documents for verification, which were successfully approved by the platform.

Later the same day, I won €300 and attempted to initiate a withdrawal. Before I could do so, I was asked to provide a proof of address, which I promptly submitted. Shortly after, my account was suspended, with the explanation that I was playing from a forbidden country (Lithuania).

However, I have thoroughly reviewed the Terms and Conditions on SlotsCity.com and found no mention that Lithuania is a restricted or prohibited jurisdiction. Furthermore, the platform allowed me to register, verify my identity, deposit funds, and play — all without any prior warning or restriction.

Importantly, I have not used any VPN or masked my real location in any way. I accessed the site and played entirely from my actual location in Lithuania using a standard internet connection.

Since May 5, I have not received any of my remaining balance, and although the company has been communicating with me, they continue to state that my case is "under review" due to my location.

I believe this behavior is misleading and unacceptable. The company failed to provide transparent terms, allowed me to verify and deposit without issue, and only acted to block my account when I attempted to withdraw funds.

I kindly request your assistance in resolving this matter and ensuring that SlotsCity.com releases the balance owed to me without further delay.

Dear Unhappybettor,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

• Do I understand correctly that you had €900 (dispute value) in your casino account before you lost access to it?
• Did you accumulate these winnings with or without an active bonus?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yes, I have around 900 euro in my locked account. 600 deposits, 300 winnings.

I havent used or accepted any bonuses.

Thank you very much for your reply, Unhappybettor. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you for your cooperation. Requested communication has been sent to your email, Kristina.

Thank you very much, Unhappybettor, for your cooperation. 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.

Hello there,

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

I would now like to ask Slots City 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.

Seems like they dont really care about rating.

Dear Unhappybettor, I am trying to get in contact with the casino representative outside of the thread one last time. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Unhappybettor, I wanted to provide you with an update. After getting in touch with a representative from the casino, it was brought to my attention that your access was the result of a technical error on their end. Under normal operating procedures, you would not have been permitted to register.

At this time, the representative was only able to confirm that the login occurred due to an unintentional system oversight. They have assured me that they are currently reviewing the situation in more detail and will be providing further clarification soon.

As soon as I receive additional information or clarification from their team, I will update you in the thread.

Thank you for your patience during this time!

Dear Unhappybettor, I have not received any new updates from the casino representative. I will give them additional time to respond, and I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Unhappybettor,

Thank you for your patience while we investigated your case.

After an internal review with my team, we agree that the situation you experienced was the result of an error on the casino’s part. Although under normal circumstances, registration would have been restricted, we believe it would be unfair for you to bear the consequences of a technical oversight that allowed you to play but not fully benefit from your winnings.

We have formally reached out to the casino and requested that your winnings be reinstated and paid out in full. We will continue to advocate on your behalf and keep you updated as soon as we receive a response. Thank you for your patience during this time!

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.

Dear Unhappybettor,

Unfortunately, I have not received any new response from the Slots City Casino. 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 Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) 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