IamSloty Casino - プレイヤーの賞金は没収されました。

Hello,

I ask you to help in resolving the dispute with IamSloty Casino, the casino confiscated my 554 Euros. I will write everything in order.

On April 24, I registered at the casino. Since the date of registration, I have made 9 deposits for a total of 591 Euros. During the games, as of June 26, my account balance was 622 Euros.

However, I did not manage to get my money. On June 28, I received a message from the casino in which the casino accused me of violating the terms of the bonus - there were allegedly several registrations from my IP address. BUT the casino ignored my request to provide evidence of the violation.

On June 28, the casino credited one of my 9 to my Skrill wallet!!! deposits - 68 euros.

I am familiar with the rule of law, and I know that accusations without evidence have no legal force!!! I insisted on providing evidence!

I am 100% convinced that the casino's accusations are not unfounded: I only have 1 casino account; no one except me has access to my computer and my account; I only played from home; I did not play in public places, did not use a shared computer, my Skrill payment wallet is used only by me.

The official claim was sent to the casino on June 29th. But the casino did not provide any evidence of my guilt.

Please help me to resolve the dispute.

Thank you in advance.

Dear shmav,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please confirm that you have passed the KYC verification?

Do I understand correctly that you accumulated your winnings with 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

Hello,

the use of my IP address by another player is excluded. None of my family created an account at this casino.

I didn't receive a KYC verification request.

That's right, I accumulated winnings using the active bonus.

Thank you very much for your reply, shmav. Before we contact the casino, 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.

hi, sent to your email address

Thank you very much, shmav, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, shmav,

I am sorry to hear about your unpleasant experience, and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response, can you please provide me with information if there is a chance that you registered another account in the past and possibly forgot about it?

Now I would like to invite IamSloty Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear IamSloty Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have her winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

hello, this is completely out of the question, I have not registered an account with this casino before

No, unfortunately, it is not. And I asked about it for a good reason.

However, Let's wait for the casino's response and details.

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 shmav,

I am waiting for additional details from the casino representative outside of the thread.

In the meantime, can you please provide me with the information on what device and internet connection you used the most to access the casino's website?

Dear Guru,

I have only used my computer for casino games. And the connection was only through my home Internet.

Thank you for the information, shmav.

However, after reviewing the data provided by the casino, can you please somehow explain how is it possible that there is another casino account that used the same IP (at least when registering at the casino) and that used the same last two Friday reload bonuses at approximately the same times before winnings confiscation?

Dear shmav,

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

Dear All,

I have nothing to do with another account and the game behavior of another player. And why should I be responsible for the conduct of third parties? I did not provide my data, like a computer, to anyone, I did not violate the rules of the casino.

If the casino believes that another player has violated the rules, let him take measures to confiscate funds.

Or will I be accused of violating the rules of all other players?

I also want to receive information from the casino: what paragraph of the rules I violated and I insist on providing direct evidence of my guilt.

Thanks

Alright, shmav. There is evidence showing that another account was registered from the same IP address as your disputed account. Your account was registered at the end of April 2023, and another account was registered in the casino in the middle of June 2022 - the registrations were done from the same IP address. In addition, it looks like another account is still fully active because it used the same Friday reload bonuses as your disputed account.

If you used both linked accounts, it would mean that industry-standard rules were breached. It is allowed to have only 1 casino account per player, and at the same time, it is allowed to use only 1 bonus per player. If 1 person used more than 1 account, and both accounts used the same bonuses, it means that the bonus offer of the casino was abused, and the accounts are not entitled to the winnings obtained in this way.

Since you mentioned that you use only your computer and home internet connection - how is it possible that another account registered at the casino from the same IP?

We would be able to accept 2 separate accounts registered and operated by 2 different people who are able to verify themselves, despite a one-time IP match, but if the same bonuses were used on both accounts, and there is a strong suspicion that both accounts were used by 1 person, I am not sure if we are able to help. Therefore, we would need an explanation, because the IP match was confirmed by the data from the casino.

Hello,

I state again, I have only 1 (One) account in this casino. No one except me has access to my account. No one except me has access to my computer.

If you and the casino have suspicions that I and another player are the same person, you can request an identity check and verify that your suspicions are wrong.

I don't know how another player could have the same IP address. Maybe he's a scammer? Also, I cannot be responsible for what bonuses he enjoys.

In any case, the casino has no right to be guided by "suspicions" when confiscating funds. We need direct evidence of my guilt in illegal behavior. I insist on providing the relevant evidence. Thank you

Dear shmav,

However, it does not rule out the option that another linked account could have been registered from the same IP address using a different device.

Basically, that is not only a suspicion, that is a fact. As I mentioned, there is evidence showing that both accounts used the same IP address during their registrations. Since you mentioned that you use only your computer and home internet (either via cable or wi-fi - password-protected or protected by other means), there is very little chance that another account would have been registered from the same IP without your knowledge. Therefore, we would really need an explanation.

How long have you been living at your current address, please? Is it possible that you moved there in July 2022 or later? If yes, can you prove it somehow? If not, we would highly appreciate the explanation.

As for the evidence from the casino, I explained what I can see in the provided data - exactly the same IP address was used upon registrations of both accounts, and at least the same last 2 reload bonuses were used in both accounts. It means they both were fully active at the same time.

Unfortunately, we have no permission to provide players with evidence received from casinos. In case you insist on providing the relevant evidence, I recommend you turn to the casino's ADR or MGA directly. The casino should provide them with everything necessary, and then you can ask them for exact details.

Regarding the KYC of both accounts - I will try to ask the casino about it, and I will inform you once I have any news. But - how do you please imagine further proceeding if another account refuses to perform it or does not reply to the casino at all?

Hello, I don’t know how another player could have an IP address similar to mine. I believe that the investigation should be carried out by the casino, not me! I did not provide my computer to anyone. If another player fraudulently connects to my IP address, I should not be held responsible for it. Can a casino claim that another player is a member of my family/acquaintance/lives at the same address as me? The casino must have such information - it is provided during verification.

Hello,

I believe that the circumstances of my previous complaint (against another casino) are not relevant to the current complaint. However, let me be clear, based on the previous complaint, the casino admitted the accusations were wrong and credited my deposit and winnings in full.

I am slotty casino paid out only 68 euros out of 591 euros of my deposit. This is if we talk about the return of deposits.

However, I dispute the casino's accusation that I violated the rules. My position has already been stated. Again, I should not be held responsible for the actions of another player.

Also, I am ready to accept a full refund of deposits from the casino (despite the fact that this is less than my winnings) - 523 euros and give up my demands.

Greetings all,

Based on the information and details received from the casino via email, the complaint was updated to 'rejected'. ADR (EADR) decided in favor of the casino.

Dear shmav,

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.Guru