Slotman Casino - プレイヤーのアカウントがブロックされました。

Hi Casino Guru

l choose a few casinos from your list with good reviews and accept Australian players.

I signed up with Slotman and deposited $128 and raised it to $377.

I tried to verify my account to make a withdrawal and they accused me of spelling my name wrong and it was a lie.

My name is Mark G***ch and they had it as Mar k G***.

They asked me to explain why it was spelt that way and disabled my account. Then they told me l was verified. I tried to make a withdrawal and saw my account was disabled.

I then chatted with support and the said they’d send an email to withdraw the money in my account. I have not received an email from them and it’s been a week now. I am telling the truth and I’m sorry l don’t have screenshots etc

Please help 🙏

Dear Beran2323,

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. Do I understand correctly that you are not aware of providing an incorrect name during the registration?

Could you please confirm that the rest of your credentials were correct?

Also, do I understand correctly that even though your name was incorrect, the casino verified your account?

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

Dear Beran2323,

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

Hi Kristin

I have replied but every time l pressed submit it wouldn't go

I promise l did not make any mistakes in any of the information l gave originally. I am and have been a member of a few casinos there has never been a complaint

I only gave true and proper information about myself. I would not deposit money into my account and give false information.

I spoke to Isabella in their support agents. She liaised with management until l was verified and she congratulated me on being verified. I then tried to enter my account but was disabled

It all seemed very strange

I like the casino

Thank you very much for your reply, Beran2323. Before proceeding with this complaint, 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.

Dear Beran2323,

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

Hi Casino Guru

Can you let me know where you are up to with slotman

Thank you very much Beran2323 for your emails. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Beran2323,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the representatives of Slotman Casino to join the conversation in order to help us resolve the issue.

Slotman Casino,

Could you explain what is the status of Beran2323's account? What is required from Beran2323 to enable his account?

Hi Thomas

Thank you for your help. I look forward to working with you

Mark

Dear Beran2323,

Unfortunately, your account has been closed by the decision of the administration of the casino. 

Please provide us with a response to the letter that was sent to you yesterday. 

Kind regards,

Support Slotman

I will be sending my details for withdrawal soon

Why did you take my money and lie about the spelling Slotman

Hello all,

thanks for the reply to the Slotman Casino team.

Slotman Casino,

Could you explain if Beran2323's account was verified prior to account closure?

Dear Beran2323,

Thank you.

We sincerely apologize for the situation with your account.

Kind regards,

Support Slotman

Dear Tomas,

Yes, the account was verified. We only need the details for the refund.

Kind regards,

Support Slotman

Can you give me a list of the the necessary documents on these messages

Thanks for the reply to the Slotman Casino team.

Dear Slotman Casino team,

since the account was verified, could you explain why the name and last name in the account were wrong?

Why the refund is issued instead of a regular withdrawal of winnings? Please let us know. Much appreciated!

Thankyou so much Thomas

It's not fair that they did this. They still say my name is

Mar k Geri

I DID NOT SPELL IT THIS WAY.

THEY TOOK MY MONEY AND LET ME PLY. I WON MONEY AND THEN THEY RAN ME AROUND. I'M WASTING SO MUCH OF MY TIME FOR THEIR DISHONESTY

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.

Hi Thomas

Thank you for all your help. I am so glad you guys help us.

I hope Slotman honour the fact that they owe me this money

Mark

Dear Beran2323,

We wrote to your email to make a refund. Please write back with the email you received, and we will be able to make the refund much faster. We always try to solve difficulties as quickly as possible.

Kind regards,

Support Slotman

Hi Tomas

I have received an email from Slotman asking for my bank details etc

They apologized and said they would pay what they owe me

Thanks Tomas

I have sent my details

Thanks for the update Beran2323,

I'll keep the complaint open until you confirm the funds were received. Please let us know when that happens. Much appreciated!

Ok Tomas

They emailed me to say they'll let me know asap

You guys are amazing

Hello Beran2323,

has there been any progress? Were your funds paid to you already? Please let us know.

Dear Tomas,

From our side, refund was successful, we paid the player the entire balance. 

Regarding the account being blocked, we would like to draw your attention to the fact that the account was closed by a decision of the administration: https://slotman.com/en-AU/general-bonus-policy

Kind regards,

Support Slotman

Hello all,

Support Slotman,

thanks once again for the reply.

We respect your decision to close the player's account no matter the circumstances.

Per our policy, we'll wait for Beran2323, to confirm the withdrawal was successful.

Beran2323,

Please confirm whether your withdrawal was successful. Much appreciated!

Hi Tomas

I was paid $357 but the amount in my account with Slotman was $377

Hello all,

thanks, Beran2323 for the update. I am glad to hear the transaction was a success.

Slotman Casino,

Could you please explain the discrepancy in the amount of the withdrawal Beran2323 received?

Hello all,

According to the available information from the account Beran2323, the refund amount was done correctly. The balance was 357 AUD.

Kind regards,

Support Slotman

I'm extremely disappointed in Slotman. I would have rather left a bad review on Casino Gurus data base and not received the money

Casino Guru you guys are worth your weight in gold. Please close the case and thank you for all of your help. 🙂

Thanks for the cooperation from both parties. I am glad to hear your winnings were paid out. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.