SlotsPalace Casino - プレイヤーのアカウントは支払い前に閉鎖されました。

I played at Slots Palace using a no-deposit bonus. I completed the wagering requirements successfully. As per their bonus terms, my winnings were limited to €70, which the casino applied correctly.

I contacted the live chat to ask if I could increase the balance to €100 and still withdraw the amount. The support agent confirmed twice that I could, so I continued playing and reached €153.

On Saturday night, I requested a withdrawal. For the next three days, I was told that the withdrawal was being processed. On Thursday morning, the live chat support clearly stated that the payment was in the final stage and that I would receive the money the same day.

Later that day, when I tried to log in, I saw that my account had been closed. I contacted support again and was told that this was a "management decision" with no explanation given.

This feels extremely unfair and misleading. I played by the rules, reached the withdrawal limit, and received confirmation from the casino that I was allowed to withdraw. Suddenly closing my account right before the payout is unacceptable and raises concerns about their practices.

I request that my approved withdrawal of €153 be processed and paid out.

Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When did you create your casino account, and when was it closed?

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

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Thank you for your patience, and stay safe.

Dear Kristina,

Thank you for your prompt reply and for looking into my complaint. Please find my answers below:

I was playing slots only, using a no-deposit bonus.

In my account profile, it stated that no verification was required at that time, so I had not yet gone through any verification process.

Unfortunately, I don’t remember exactly when I created my account, but it has definitely been open for more than a year.

My account was closed on July 2nd, 2025, shortly after I was informed that my withdrawal was in the final stage.

If you need any further information, please don’t hesitate to ask.

Thank you very much for your assistance.

Kind regards,

Anastasia T.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear anastasiat,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina