Slottica Casino - プレイヤーのアカウントはブロックされています。

I created an account on this site and made the deposit I won the money and they didn't want to pay me, I confirmed my details on the site and everything was ok, they asked me for an alternative with Perfect Money, after I sent it they blocked my account ... and they refuse to give it to me any assistance or conversation, do not play on this site you will never see your money back

Criei uma conta nesse site e fiz o depósito ganhei o dinheiro e não quiseram me pagar, confirmei meus dados no site e tudo ok, me pediram uma alternativa com o Perfect money , depois que enviei bloquearam minha conta... e se recusam me dá qualquer assistentencia ou conversa, não joguem nesse site vocês nunca iram ver seu dinheiro de volta

Dear Taina,

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 how long ago you have registered your account and if you’ve accumulated your winnings with or without an active bonus?

I have checked the general terms and conditions, and this is what I found https://slottica.com/en/rules:

"The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, France, Netherlands and Italy. This list can be updated by the Company without prior notice at any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdraws from blocked accounts in accordance with unilateral provisions."

It seems like Italy is a restricted country and you shouldn’t be allowed to register an account in the first place.

Since there is a possibility to register an account from a restricted country (see the screenshot below) and deposit funds, I would like you to confirm that you’ve submitted correct data and haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account.

Could you please advise how much is your active balance now? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. 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

Thank you very much, Taina, for your reply. Could you please forward your casino account details where the registered country will be visible? Afterwards, we will contact the casino.

Thank you very much, Taina, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

In the beginning I claimed my bonus and found this talk of them wanting me to make another deposit to get the bonus .. they ask

to make deposits but when paying they don't pay It's not like you're going to be able to see it again. It's not like you're going to be able to see it again.

No início eu reclamei meu bônus e encontrei essa conversa deles querendo que eu fizesse outro depósito para ter o bônus .. eles pedem

para fazer depósitos mas na hora de pagar não pagam

Hello Tiana,

I'm Nick and I'll be assisting you in your case from now on. I would like to ask Slottica Casino to join us and help us resolve the player's issue.

Here's another proof of them encouraging me to make new deposits It's not like you're going to be able to see it again. It's not like you're going to be able to see it again.

Aqui mais uma prova deles me incentivando a efetuar novos depósitos

Hello dear player,

We are sorry that you are faced with this situation. Your account has been blocked for violating rule 4.4.

Since when creating an account, we have no way to track all your data and that  you haven’t used a VPN (Virtual Private Network). We checked your data when passing verification.

4. Jurisdiction

4.4. The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, France, Netherlands and Italy. This list can be updated by the Company without prior notice at any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdrawals from blocked accounts in accordance with unilateral provisions.

Before confirming the creation of an account, we ask - have you read the rules of our casino. Since you have confirmed, we have made sure that  you have read and agree to our policies.

Dear player, we have returned your deposit and blocked your account.

Best regards,

Slottica Team

Dear Slottica Casino,

May I ask you if the player's initial deposit into the casino was refunded?

I have not been refunded anything, neither on my card nor on Perfect money.

Não me reembolsaram nada nem no meu cartão nem no Perfect money

Dear Nikolas

Yes, of course, we returned the player's initial deposit on May 28, 2021

Best regards,

Slottica Team

Funds were returned to the card from which the deposit was made.  In very rare cases, it can take up to 10 business days to be credited.

Dear Taina, could you please  provide Nikolas your  card statement ?

Best regards,

Slottica Team

Dear sllotica, could you provide Nikolas with proof of payment? I have already provided all the data

Caro sllotica você poderia fornecer o comprovante de pagamento ao Nikolas? Eu já forneci todos os dados

Alias tried to violate my card on the 28th. Card that until that moment had only been used in Slottica

Alias tentaram violar meu cartão no dia 28. Cartão esse que até aquele momento só tinha ultilizado no Slottica

Dear Taina,

As the casino claims that the deposit was refunded, could you please send us your card statement with all the received funds seen on it? We would require it as proof. Please send it to nikolas.b@casino.guru. Looking forward to your answer.

Dear Nikolas I sent you on the indicated email. And I would like to say that now that sllotica has blocked the site in Italy this is also good, I am happy that no one else here will need to go through what I have been through.

Caro Nikolas eu te enviei no e-mail indicado. E gostaria de dizer que o sllotica agora que bloqueou o site na Itália isso também é bom, fico feliz que ninguém mais daqui irá precisar passar pelo q passei

Thank you Taina for the card statement. We will be now waiting few more days for the money to appear on the player's account as the casino confirmed it on 11.6. that it may take up to 10 days.

Dear Taina,

Could you please advise if there is any update regarding the case? The money should be on your account based on the information given by the casino.

Good morning Nicolas, part of the money has arrived but not all of it. The money I won didn't

Bom dia Nicolas, chegou uma parte do dinheiro mas não o completo . O dinheiro que venci não

Hello

We returned the player's initial deposit - 15 eur.

Since the rule of jurisdiction was violated - we have verified data, returned deposit, canceled the game and blocked the account.

4. Jurisdiction

4.4. The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, France, Netherlands and Italy. This list can be updated by the Company without prior notice at any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdrawals from blocked accounts in accordance with unilateral provisions.

Hope for your understanding

Slottica Team

Sllotica, you just paid me back because I won, if I had lost and made other deposits you wouldn't have paid me back, as in previous conversations you offered me a bonus if I made another deposit! I am seeking not only my rights but other people who have lost money!

Sllotica, vocês devolveram apenas por que ganhei , caso eu tivesse perdido e feito outros depósitos vocês não teriam me devolvido, como nas conversas anteriores me ofereceram bônus caso eu fizesse outro depósito! Estou buscando não só os meus direitos mas de outras pessoas que perderam dinheiro!

You just returned the deposit I made because I contacted

the casino guru, otherwise they wouldn't even do it for me.

Vocês apenas devolveram o depósito que fiz por que entrei em contato com

o casino guru, pois se não nem isso iriam fazer por mim.

Hello Taina

We're sorry that you are faced with this situation. And we can only imagine how you feel. Italy is a restricted country. We cannot break the rules.

We analyzed your account and returned the deposit before you came here.

Hope for your understanding.

Slottica Team

My bank statement says something else slottica

Meu extrato bancário diz outra coisa slottica

Dear Slottica,

We would like to know in what order in what order did the verification happend? Did you know that the player was from Italy when she deposited the first time? Was she informed by the casino that she is not allowed to play once you knew that she is from a restricted country? We would like to see some kind of proof of then was the player submitting the documents. Please send it to nikolas.b@casino.guru

Hello dear All

We would like to clarify the chronology of events:

21.05.2021 - an account registration

22.05.2021 - an successful deposit and a withdrawal request

23.05.2021 - cancellation of the application, request for verification and block of deposits

28.05.2021 - refusal to pay, write-off before the deposit and block account, refund of the deposit

As you can see in the screenshot, the amount of the deposit is indicated. And the player confirmed its receipt.

Yes, of course, we sent a message and indicated that if you have any additional questions, we are always in touch.

"Please be informed that we have canceled your withdrawal request. When reviewing your request, we noticed that you violated the terms of our Casino"

The player has used the Mobile app. Maybe the mobile IP address of the provider is not covered by our ip exceptions. It is also impossible to choose Italy in the list of countries during registration - but the geolocation pulls the country up automatically. 

We tried to create an account and it doesn't display Italy.

Also, when registering, we ask to read the rules and confirm that you accept our terms.

In the rule 4. Jurisdiction we indicate countries that are not accepted. We also ask not to create an account, otherwise it will be blocked.

4. Jurisdiction

4.4. The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, France, Netherlands and Italy. This list can be updated by the Company without prior notice at any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdrawals from blocked accounts in accordance with unilateral provisions.

Slottica Team

Slottica I have the record of conversations all saved in the email with the assistant asking me for my details, including making me create a Perfect money account to deposit my winnings!

Slottica eu tenho o registro de conversas todas salvas no e-mail com o assistente me pedindo meus dados, inclusive me fazendo criar uma conta no Perfect money para depositar meus ganhos !

My account was blocked without any warning before, it was active until I contacted the casino guru.

Minha conta foi bloqueada sem nenhum aviso antes , era ativa até eu entrar em contato com o casino guru.

Hello Taina

KYC (Know your Customer ) is a very important and essential process. We perform "Know your Customer" procedures on All players who deposit on our site.

Since you made a deposit, we checked your documents and returned it to you.

Best regards,

Slottica Team

Dear Sloticca,

I'm glad to see that Italy is no longer available in the registration form so it won't be an issue in the future. However, as it is seen in my collegues post too, it was available in the past and we think that it's the casino's responsibility to make the gambling safe and fun for the player and as Italy was still available as a choice to register from, we think that the player should be fully paid out - winnings too. We usualy follow the rule that once you allow someone to play, you should also pay him out. I can fully understand aswell that the player should read terms and conditions before registering in the casino, but the step to make it impossible to play from a restricted country is up to the casino to arrange. I would like to ask the casino to let us know about their next step in this case.

It turns out that Slottica doesn't care about the players!

Se ver que o Slottica não se importa com os jogadores!

Dear Slottica,

As we haven't hear from you since our last post, I would like to ask you again to respond to us here as the complaint will be otherwised closed as unresolved. I'm now extending the timer by 7 more days.

Hello dear All

Italy is a restricted country and Taina shouldn’t be allowed to register an account in the first place.

For technical reasons, the site was available for some time for her mobile. But we don't offer our services.

Slottica Team doesn't provide services that in any way contradict the current legislation of gambling in Italy. Also we aren't responsible for unauthorized or illegal use of our Site's services.

We returned the player's deposit. We did what we could in this case.

Best regards,

Slottica Team

Dear Slottica,

I can understand that it might be cause by a technical issue but as the player already deposited and played in the casino even from restricted country, she should be still fully paid out. Please let us know what will be your next step.

Hello

If for some reason the site is available to the player, the availability itself doesn't mean that we offer our services, by registering on the site the client confirms that he has read, agrees, and will not violate the conditions set out in the rules.

We did what we could in this case - returned the deposit, blocked the account. The site is unavailable for the player.

We have warned that for violation of the rules of jurisdiction - the player is responsible.

The player has made one deposit. From the moment of registration until the moment when her account was limited, 48 hours passed. We have done everything so that the player no longer makes deposits. Blocked her account and refunded her deposit.

4. Jurisdiction

4.4. The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, France, Netherlands and Italy. This list can be updated by the Company without prior notice at any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdrawals from blocked accounts in accordance with unilateral provisions.

Best regards,

Slottica Team

Dear slottica you allowed me to play, even offered me bonuses in email, asked me to open a Perfect money account, just blocked my account after I contacted the casino guru, I spent days talking to your assistant providing my documents, I have everything registered. I didn't earn this money in 48 hours as said, in fact I got to earn a lot more as you can see in the registrations, but I stopped at 150 because it's the minimum withdrawal from the site

Caro slottica vocês me permitiram jogar, me ofereciam bônus até em e-mail , pediram para eu abrir uma conta no Perfect money, apenas bloquearam minha conta depois que entrei em contato com o casino guru, eu passei dias conversando com o assistente de vocês fornecendo meus documentos , tenho tudo registrado. Eu não ganhei esse dinheiro em 48 horas como dito, aliás eu Cheguei a ganhar muito mais como pode ver nos registro, mas parei em 150 pois e a retirada mínima do site

Dear Taina,

If you had read our rules, we would have avoided many awkward situations in the future.

We're unable to provide our services to you due to jurisdictional rules.

We've answered your questions earlier. Including why you were verified.

Dear Nikolas,

We have provided all the evidence and explanations. We returned the deposit to the player and explained why we cannot continue to provide our services.

We don't consider it possible to return something to the player in excess of his deposit - since the availability of the site for some reason doesn't mean that we provide our services. We aren't responsible for unauthorized or illegal use of our Site's services.

We've described in detail all of our rules. The player confirmed that he had read them.

Best regards,

Slottica Team

Dear Taina,

After a longer processing of this case with my team and the casino, they decided not to pay you out as you are from a restricted country. However, as I mentioned before, once they let you play, they should also pay you out and we found this unfair and against our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries.

I am very sorry that we are not able to help you out more in this case, but we are forced to close it as unresolved. Be aware that if you change your decision, you may request to reopen at anytime. As this case will be unresolved, it will negatively affect the casino's rating. I would recommend you to contact their licensing authority as they might be still able to help you somehow.

Best regards,

Nick

Casino.guru