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

Hello, I signed up for this casino today and deposited 100 euros. After that I was able to play without any problems and my balance was around 1000 euros, but still in the wager.

When I wanted to continue playing later, my account was deactivated. The chat said it would have been decided and a final decision without justification (see attachment). I have never violated the terms of the bonus.

As a matter of fact, I would like at least my deposit back and a reason for the decision.

Greetings Christian

Hallo, ich habe mich heute neu bei diesem Casino angemeldet und 100 Euro eingezahlt. Danach konnte ich problemlos spielen und meine Balance war bei ca.1000 Euro, aber noch im Wager.

Als ich zu einen späteren Zeitpunkt weiterspielen wollte war mein Account deaktiviert. Der Chat meinte es wäre so entscheiden wurden und eine finale Entscheidung ohne Begründung (Siehe Anhang).Ich habe zu keine Zeit gegen Bounsbedingungen verstoßen.

An sich möchte ich mindestens meine Einzahlung zurück und eine Begründung für die Entscheidung.

Grüße Christian

Dear gametool2,

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 if you’ve completed the account verification successfully already or if your account got blocked without you submitting any documents? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

 

Hello,

I was still certified and had not uploaded any documents. I was deactivated on the day of registration.

I was playing with bonus slots active. When I was able to log in later, I was blocked.

my down payment and the balance I had earned was gone. I didn't find out any reason, only that it was decided by those responsible and I couldn't play anymore.

I want at least my money back. In my opinion, I did not owe anything or violated the terms and conditions.

Best regards

Christian

Hallo,

ich war noch zertifiziert und hatte keine Dokumente hochgeladen. Ich bin am Tag der Anmeldung deaktiviert worden.

ich habe mit aktiven Bonus Slots gespielt. Als ich mich zu einem späteren Zeitpunkt anmelden wurde war ich gesperrt.

mein angezahltes Geld und die erspielte Balance war somit weg. Ich habe kein Grund erfahren, nur das es von den Verantwortlichen so entschieden wurde und ich nicht mehr spielen könne.

ich verlange aber mindestens mein Geld wieder. Ich habe mir meiner Meinung nach nichts zu schulden kommen lassen oder gegen die AGBs verstoßen.

viele Grüße

Christian

It's me again. I wasn't certified yet. I was simply blocked on the day of registration. With a balance of about 1000 euros.

Regards

Christian

Ich bin es nochmal. Ich war noch nicht zertifiziert. Ich bin am Tag der Anmeldung einfach gesperrt worden. Mit einer Balance von ca. 1000 Euro.

Grüße

Christian

Thank you very much, gametool2, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.  

Hello Christian!

I will take care of your complaint from now on. In order to proceed, I'd like to invite Slotum Casino's representatives into this complaint's thread to provide us further explanation of their decision.

Hello,

doesn't seem to give an explanation. Very sad. It was probably arbitrary so that there was no payout...

Hallo,

scheint keine Erläuterung zu geben. Sehr traurig. War wahrscheinlich Willkür damit es nicht zu einer Auszahlung kommt…

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.

Hello, dear Martin and Casino Guru Forum!

The player at this email did not make any deposit, did not place any bet in our casino, as well.

Probably, the player mistakenely has got us mixed up with another casino.

We kindly ask to close the complain due to the baselessness.

Regards, Slotum Team.

Hello Slotum Casino,

that is not true. When I log in, it even says that my account has been deactivated. The chat also confirmed it to me.

please stick to the truth

Greetings Christian

Hallo Slotum Casino,

das ist nicht war. Es steht beim einloggen sogar da, das mein Account deaktiviert wurde. Genauso hat es auch der Chat mir bestätigt.

bitte bleibt bei der Wahrheit

Grüße Christian

Dear gametool2,

Let us clear up the situation.

You are blocked in our casino, indeed, you cannot log into your account because the SoftSwiss has blocked you on its whole platform.

But the case you are talking about has nothing to do with Slotum Casino. You never made any deposits or made any bets at our casino.

The deposit screenshot you provided has nothing to do with us. This deposit was not made at Slotum Casino.

The fact is that I deposited with them on 11/04/2022 and got blocked the same day.

Greetings Christian

Es ist Fakt, das ich am 04.11.2022 bei ihnen eingezahlt habe und noch am gleichen Tag gesperrt wurde.

Grüße Christian

Your own chat even wrote it to me.

Ihr eigener Chat hat es mir sogar geschrieben.

This chat history is from just now.

Dieser Chatverlauf ist von gerade eben.

Dear Christian,

Thank you for providing us with additional information. Please note, that we are currently amidst an ongoing discussion about the case with the casino. Once there will be any results I will inform you accordingly.

Hello,

I'll hold back and let you guys figure this out.

Hallo,

ich halte mich zurück und lass euch das klären.

Dear Christian,

I'd like to summon your attention to the fact that casino has provided us with more information and supporting evidence regarding your case.

From what we were able to see, your account at Slotum Casino was never deposited into, also no bonuses were used and no gameplay occurred. Please note, that as per the screenshot of your deposit, it is not clear which account was this transaction destined to go. Furthermore, the casino never denied that you have made an account with them, however it was closed before any action could happen.

I'd like to kindly ask you to check if this is the correct brand you were supposed to play once more, in case it was different brand, we will be able to contact and try to resolve the issue with the right casino.

Hello,

I'm 100% sure that I deposited 100 euros at Slotum on November 4th and played with it in the morning up to a balance of around 1000 euros.

After that I was blocked.

I even went to the Slotum website via your site and used your code DE200 for the bonus.

I don't know what the evidence was that the casino showed me, but why is my account blocked when I say I've never made a deposit or bet. That does not make sense!

Many greetings

Christian

Hallo,

ich bin mir zu 100 % sicher, das ich am 04.11 bei Slotum 100 Euro eingezahlt habe und damit auch vormittags gespielt habe bis einer Balance von ca. 1000 Euro.

Danach war ich gesperrt.

Ich bin über eure Seite sogar auf die Slotum Website gegangen und habe euren Code DE200 für den Bonus benutzt.

Ich weiß nicht was das für Beweise waren die eich das Casino gezeigt hat, aber wieso ist mein Account gesperrt wenn ich angeblich noch nie eingezahlt und gewettet habe. Das ergibt keinen Sinn!

Viele Grüße

Christian

Dear Christian,

Please note, we are still communicating the situation with the casino. So far, thank you for all the information provided, I will inform you once again about any progress of the case.

Hello Casino Guru and Slotum Casino,

I checked and you are right. I forgot a letter in the email address when registering.

I apologize for the allegations at Slotum Casino. It's not your fault that the bonus expired either.

you are welcome to close the case. Thank you for your efforts in clarifying this case. Great work.

Many greetings

Christian

Hallo Casino-Guru und Slotum Casino,

ich habe es kontrolliert und ihr habt recht. Bei der Registrierung habe ich einen Buchstaben bei der Email-Adresse vergessen.

Ich entschuldige mich für die Anschuldigungen bei Slotum Casino. Auch das der Bonus abgelaufen ist ja nicht eure Schuld.

ihr könnt den Fall gerne schließen. Vielen Dank für eure Mühen diesen Fall aufzuklären. Super Arbeit.

Viele Grüße

Christian

Dear Christian,

Thank you for confirming all the details. Since all the matters are now settled, I am now going to close this complaint.

Thanks for 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.