Slotmaniax Casino - 出金制限の変更と不完全な認証により、プレーヤーが出金に関する問題が発生しています。

Greetings.

I've been trying to contact this casino's support for over 1 month , I've already sent 2 emails, I've tried contacting via WhatsApp and Telegram (live chat), and I haven't received any response in any of those ways.

When registering at this casino, I received a €5 no deposit bonus, which had the condition of betting 3x the bonus amount, requirements that had already been met, including a deposit and a real balance played .

Now problems and contradictions arise with the information on the website itself... It is written in the Terms and Conditions that the minimum deposit/withdrawal is €10 , the minimum value of €20 is shown in the payments tab, but when I click I am redirected to the withdrawal page and there they demand a minimum amount that grows simultaneously with my balance .

When I had a balance of €40 and tried to make a withdrawal, they required a minimum amount of €100 , whereas in the T&C it says €10 and in the payments tab it says €20 , that is, 3 different amounts.

But it got even worse when I doubled my balance, now I have €80 and a minimum withdrawal amount of €200 is required.

I have already read the Terms and Conditions and there is nothing that justifies this increase in the minimum withdrawal amount as my balance also grows , which makes it impossible to withdraw.

In addition to this, there is the payment method because in the "payments" tab all methods are available including skrill ( without restrictions for Portugal ), when trying to do so I am redirected to a deposit tab where I am only given the Jeton options Wallet, CoinPaid or MiInfinity. ( I ended up making a deposit at JetonWallet ).

To make matters worse, they still haven't done the rest of the account verification (I've already uploaded all the documents and only the Citizen Card has been verified so far).

I would like to thank you in advance for any possible help so that I can get in touch with the support of this casino.

At the moment I have €80 in my account and I can't withdraw it because they don't check my account and I am being asked for a withdrawal amount that is much higher than what is described in the terms and conditions and is impossible to achieve.

Furthermore, they do not respond to the appropriate means of support, whether by email or live chat.

I know it's not a large amount but I've lost trust in that casino and I want to withdraw my money from there .

( I have more prints besides those attached )

att, best regards,

David S****

Saudações.

Estou a mais de 1 mes a tentar contactar o suporte deste casino, já enviei 2 emails, já tentei contactar pelo whatsapp e telegram (live chat), e não obtive qualquer resposta em nenhum desses meios.

Ao registar-me neste casino, recebi um bonus de 5€ sem depósito, o mesmo tinha a condição de aposta em 3x o valor do bonus, requisitos esses já cumpridos inclusive já foi feito um deposito e jogado saldo real.

Agora surgem problemas e contradições com as proprias informações no site... Está escrito nos Termos e Condições que o minimo de depósito/levantamento é de 10€, já na aba de pagamentos é mostrado o valor minimo de 20€, mas ao clicar sou redirecionado para a página de levantamentos e lá exigem-me um valor minimo que cresce em simultâneo com o meu saldo.

Quando eu tinha 40€ de saldo e tentei fazer um levantamento eles exigiam 100€ de valor minimo, sendo que nos T&C consta 10€ e na aba pagamentos consta 20€, ou seja 3 valores diferentes.

Mas ainda ficou pior quando dobrei o meu saldo, agora estou com 80€ e é me exigido 200€ de valor minimo de levantamento.

Já li os Termos e Condições e não consta nada que justifique esta subida no valor minimo de levantamento á medida que o meu saldo cresce também, o que o torna impossivel de levantar.

A acrescentar a isto, está o meio de pagamento pois na aba "pagamentos" todos os meios estão disponiveis inclusive a skrill (sem restrições para Portugal), ao tentar fazer sou redirecionado para uma aba de deposito onde apenas me são dadas as opções de Jeton Wallet, CoinPaid ou MiInfinity. (Acabei por fazer depósito em JetonWallet).

Para piorar ainda não fizeram o restante da verificação da conta (já fiz upload de todos os documentos e apenas o Cartão de Cidadão foi verificado até agora).

Agradeço desde já uma possivel ajuda para que consiga entrar em contacto com o suporte deste casino.

Neste momento tenho 80€ na conta e não consigo levantar porque não me verificam a conta e é me exigido um valor de levantamento muito acima do que está descrito nos termos e condições e impossivel de ser alcançado.

Além disso, não respondem nos devidos meios de suporte quer por email quer por live chat.

Sei que não é uma grande quantia mas perdi a confiança nesse casino e quero retirar de lá o meu dinheiro.

(tenho mais prints para além dos que estão em anexo)

att, melhores cumprimentos,

David S****

Dear DLSilva,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Best regards,

Petronela

Greetings!

I don't think there is any problem with verifying my account, they just haven't verified the remaining documents until now.

I uploaded the necessary documents in the verification tab on August 17th (1 month ago), the Citizen Card was verified and it even says that the KYC verification was completed successfully . However, the remaining documents have not yet been verified (proof of address and deposit/electronic wallet).

I also sent the same documents by email, asking for the verification to be completed (no response).

I tried to get in touch using all available means (Emails, Whatsapp, Telegram) but they never responded.

I haven't started any withdrawals so far because it's simply impossible to do so as the minimum withdrawal amount increases as my balance increases too.

I appreciate your help in trying to resolve the situation.

I await attentively, best regards,

David S****

Saudações!

Eu penso não haver nenhum problema com a verificação de minha conta, eles simplesmente não verificaram os restantes documentos até agora.

Eu fiz upload dos documentos necessários na aba de verificação dia 17 de Agosto (1 mes atrás), o Cartão de Cidadão foi verificado e inclusive está escrito que a verificação KYC foi completo com sucesso. No entanto, os restantes documentos não foram verificados ainda (comprovativo de morada e de depósito/carteira eletronica).

Enviei também por email os mesmos documentos, pedindo a conclusão da verificação (sem resposta).

Tentei entrar em contacto em todos os meios disponiveis (Emails, Whatsapp, Telegram) mas nunca responderam.

Eu não iniciei nenhum saque até agora porque é simplesmente impossivel de o fazer visto o valor minimo de levantamento aumentar á medida que o meu saldo aumenta também.

Eu agradeço a vossa ajuda na tentativa de resolver a situação.

Aguardo atentamente, melhores cumprimentos,

David S****

Thank you very much, DLSilva, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.  

Hello there,

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

I would now like to ask Slotmaniax Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue with withdrawal.

Thank you!

Hello there,

We are sorry for the issue created to this player, but i would like to say that our withdrawal limit was never 10€ or 20€. Until last month the minimum withdrawal was 100€ and then it changed to 200€.

Is clear on the website that our min withdrawal is 200€ as you can see on the payment page and Term & Conditions. Screenshots attached.

As for KYC we did mainly the first step so our player could benefit from our no deposit bonus of 5€.

We understand we might have created some issues and we are very sorry.

Dear Slotmaniax Casino Team, thank you for the clarification. Will the player be able to withdraw their winnings if they deposit enough to have 200€ on their account?

Thank you in advance!

Greetings! Thanks for answering.

Slotmaniax Casino,

What they say here is not true and I leave the evidence attached here, the same evidence that I sent to Casino Guru attached at the beginning of the complaint.

These terms and conditions were changed and it was definitely not last month, even last week everything was in accordance with the images attached here, and as you can confirm, it was written in your terms and conditions that the minimum withdrawal was €10, as well as in the payments tab for €20, so it is not true when they say that this amount was never there.

As proven here and taking into account that I have tried to contact your casino numerous times over this time through the various support channels without receiving any response, I think it would be fair to make the terms and conditions prevail as of the date mentioned (August 21st ).

As for the change from €100 to €200 in minimum value, this happened precisely at the time I increased the balance, there may have been a coincidence here. However, there are still different values and contradictions with the terms and conditions, once again proven by the attached images.

I am eagerly awaiting a response from Slotmaniax Casino to these images, and a solution to resolve this issue. I have more prints of other points in your terms and conditions if necessary, as well as emails and attempts to contact your support.

I thank you for your understanding and common sense in resolving this problem, because more important than the amount mentioned is the players' loss of confidence in your casino.

I await your response attentively. Best regards,

D*** S***

Saudações! Obrigado por responder.

Slotmaniax Casino,

O que dizem aqui não é verdade e eu deixo as provas aqui anexadas, as mesmas provas que eu enviei para o Casino Guru em anexo no inicio da reclamação.

Estes termos e condições foram alterados e definitivamente não foi o mês passado, ainda a semana passada estava tudo consoante as imagens que estão aqui anexadas, e como podem confirmar estava sim escrito nos vossos termos e condições o minimo de levantamento para 10€, assim como na aba de pagamentos para 20€, por isso não é verdade quando dizem que nunca esteve esse valor.

Ficando aqui comprovado e tendo em conta que eu tentei entrar em contacto com o vosso casino inumeras vezes ao longo deste tempo nos diversos meios de suporte não obtendo qualquer resposta, acho que seria justo fazer prevalecer os termos e condições á data mencionada (21 de agosto).

Quanto á alteração de 100€ para 200€ de valor minimo, isso aconteceu precisamente na altura em que eu aumentei o saldo, poderá ter existido aqui uma coincidencia. No entanto, não deixa de existir valores diferentes e contradições com os termos e condições, mais uma vez comprovado pelas imagens anexadas.

Eu aguardo atentamente uma resposta de Slotmaniax Casino perante estas imagens, e uma solução para resolvermos este problema. Tenho mais prints de outros pontos dos vossos termos e condições caso seja necessário anexar, assim como dos emails e tentativas de contactar o vosso suporte.

Agradeço a vossa compreensão e bom senso na resolução deste problema, porque mais importante que a quantia mencionada é a perda de confiança dos jogadores no vosso casino.

Aguardo resposta atentamente. Melhores cumprimentos,

D*** S***

Hello,

I understand that some issues has been created because our Term & Conditions.

We updated the Terms & Conditions but trust us we have our reasons.

We are at the beginning and this may change.

Unfortunately we can't change min deposit amount.

Dear Slotmaniax Casino Team, what would you recommend to the player so they're able to withdraw their winnings?

Thank you in advance!

Dear DLSilva , first of all We want to truly apologize for all problems and delays that our platform may have caused to you during your experience on our website. We have been changing our Terms and Conditions page frequently during last months so probably this has caused some misunderstandings and we probably didn't succeed in explaining correctly these changes to our players . Since we saw you haven't performed yet any withdrawal request and your account now is fully verified (third step ), you can easily open a withdrawal request as soon as your balance will reach our current minimum limit ( € 200,00). Please don't hesitate to reach out us on our Live Chat that from this month of September is avalaible 24/7 or by email at support@slotmaniax.com. Wish you all the best. Slotmaniax support team

Greetings.

This is incredible, and regrettable. Basically, the solution they give me is to bet my balance. That was obvious. I don't think it's fair.

Not only do you change the terms and conditions, you also refuse to comply with them and do not take responsibility for your mistakes, harming the players. It is a total loss of trust in your casino.

I will bet my balance in an attempt to reach €200, because I am forced to do so.

I appreciate Casino Guru's attempt to help. Thanks for your help but it was clear that Slotmaniax Casino has no interest in solving problems they created themselves.

You can close the complaint. Thank you.

Best regards,

DLSilva

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.