Slim King Casino - La cuenta del jugador ha sido cerrada.

Hi, I had some substantial wins on Hacksaw and Pragmatic slots and requested a withdrawal of €800 two days ago. Today, all of a sudden, my account was blocked. I can no longer log in, and they also cancelled my withdrawal.

I feel this behavior is unfair on their part and I am requesting payment of my remaining balance in full.

Salve, ho fatto delle vincite sostanziose sulle slot hacksaw e pragmatic e richiesto un prelievo da 800€ due giorni fa, oggi tutto ad un tratto il mio conto è stato bloccato, non posso più accedere e in più mi hanno annullato il prelievo.

Ritengo che questo comportamento sia ingiusto da parte loro e richiedo il pagamento del mio saldo residuo per intero.

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Dear Spaffle,

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.

• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Are there any terms and conditions that you believe might apply to your situation?

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

Best regards

Petra

Good morning Petra,

• On the casino website it was written that it was not necessary to upload documents
• I accumulated winnings without bonuses
• I don't think I violated any casino rules; I just played the slots, nothing else. I assume this is a random check, and I hope the casino helps me by letting me withdraw my funds.

Buongiorno Petra,

• Nel sito del casino c'era scritto che non era necessario caricare i documenti
• Ho accumulato le vincite senza bonus
• Penso di non aver violato nessun termine del casino, mi sono limitato solo a giocare le slot, nient'altro. Mi immagino che si tratti di un controllo casuale e mi auguro che il casino mi venga in contro facendomi prelevare i miei fondi

Thank you for your reply and for providing the previous details, Spaffle.

• What was the reason given for the blocking of your account?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi Petra, the casino didn't give me any reason for blocking my account. They simply reversed my withdrawal request without any explanation.

I contacted them via chat to understand better and these were their responses:

I imagine they'll let me know more via email, but I haven't received any updates yet.

Ciao Petra, il casino non mi ha dato nessuna motivazione per il blocco del mio conto. Si è solo limitato ad annullare il prelievo che avevo richiesto senza spiegazioni.

Li ho contattati in chat per capire meglio e queste sono state le loro risposte:

Immagino che mi faranno sapere qualcosa di più via email, ma al momento non ho ricevuto aggiornamenti.

Dear Spaffle

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Slim King Casino representative to join this conversation.

Dear Slim King Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

Thank you for reaching out and for the opportunity to clarify the circumstances surrounding this case.

Following a thorough investigation conducted by our Risk and Compliance team, we have determined that the player's account was found to be in breach of multiple sections of our Terms and Conditions, as outlined below.

Section 7.18 – Our bonuses are intended for entertainment purposes only. If the bonus or deposit are not used as intended (for casual betting and playing), we deem such actions a violation of the Terms.

Section 7.19 – It is strictly prohibited to engage in any form of promotion abuse. More specifically, our team identified that the player engaged in the following prohibited conduct:

"Playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards – for example by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus or with a subsequent deposit."

This type of behavior constitutes bonus abuse under our Terms and Conditions, regardless of whether the player believes they were simply playing slots in a standard manner. Our system flagged the account due to clear patterns consistent with this specific prohibited strategy, which our team reviewed and confirmed.

Section 7.20 – Engaging in any promotion abuse, fraud, or manipulation is a breach of the Terms, entitling us to void all promotions participated in, confiscate all winnings derived therefrom, and prevent future participation in promotions.

Section 9.1 – Using unfair betting patterns or strategies, including hedge betting, low margin bets, or any structured betting behaviour inconsistent with normal recreational play and designed to manipulate gameplay dynamics or promotional conditions, is strictly prohibited and constitutes a material breach of our Terms.

Section 9.3 – Following our gameplay review, the activity was deemed abusive, giving us the right to revoke promotion entitlements, void winnings, and close the account.

Section 9.4 – Upon reasonable suspicion of improper activity or breach of Terms, we reserve the right — at our sole and absolute discretion — to immediately block the account, cancel pending withdrawals, void winnings, and confiscate the real money balance.

In accordance with our Terms and Conditions, the following actions were taken:

• All pending withdrawal requests were cancelled
• The account was permanently closed

We have screenshot on hand that directly evidence the bonus abusive behaviour detected on this account and are happy to share them with Casino Guru internally.

We are confident that all actions taken are fully consistent with our Terms and Conditions and firmly stand by our decision, which we consider to be conclusive and not subject to further review or reversal.

Best regards,

Slim King Casino Support Team

I consider the bonus and the balance resulting from my deposits to be two separate entities. I understand that if the bonus has been used in violation of the casino's terms and conditions, you may forfeit the bonus and any associated winnings.

However, regarding the actual balance resulting exclusively from my personal deposits, I would like to kindly request a refund of the approximately 1000 euros I paid, in order to resolve the matter peacefully and fairly for both parties.

Ritengo che il bonus e il saldo derivante dai miei depositi rappresentino due elementi distinti. Comprendo che, nel caso in cui il bonus sia stato utilizzato in violazione dei termini e delle condizioni del casinò, possiate procedere con la revoca del bonus e delle eventuali vincite ad esso associate.

Tuttavia, per quanto riguarda il saldo reale derivante esclusivamente dai miei depositi personali, desidero richiedere cortesemente il rimborso dei circa 1000 euro da me versati, al fine di risolvere la questione in maniera pacifica ed equa per entrambe le parti.

Dear Slim King Casino,

Thank you for your detailed explanation regarding this case.

We understand your position and the Terms and Conditions referenced in your response. However, in order for us to objectively assess the situation, we would kindly ask you to provide the evidence supporting the alleged bonus abuse and gameplay manipulation described above.

Please also clarify whether the confiscated balance originated from bonus funds or from the player’s real-money gameplay.

Kindly send the relevant gameplay records, screenshots, or any additional supporting materials to my email for internal review.

Thank you in advance for your cooperation.

Dear Barbora,

Thank you for your follow-up on this matter.

We have sent the relevant evidence regarding the bonus abusive behaviour detected on this account directly to your email for internal review, as requested. This includes the screenshot of gameplay record that support our findings. Please let us know if you get our email on May 25.

We appreciate your patience and will follow up as soon as we have the full information available.

Kind regards,

Slim King Casino Support Team

Dear Slim King Casino,

Thank you for the information provided so far.

I have sent you an email and will await your response. Once I receive the requested information, I will review it and update the complaint accordingly.

Thank you for your cooperation.

Dear Barbora,

Thank you for your follow-up.

After a thorough review of the account activity, we can confirm that the player has breached Clause 7.20 of our Terms and Conditions, which prohibits promotional abuse, including the intentional postponement of unfinished game rounds, bonus features, free spins, or similar mechanics while an active bonus is present.

In the case of this player he claims a bonus, having real money and bonus balance he goes to place a sports bet with his real money, keeping his real balance safe. Then he goes on to use the bonus balance. Once he uses the bonus, he will go to cash out the sports bets previously placed and get his real money back, playing with no risk of losing them, just taking advantage of the bonus.

In the 2nd scenario, he used the bonus to play slots, and whenever he activates a bonus round within a game, he will exit the game only to come back to it later when there are no longer bonus wagering requirements in place, only to collect the winnings, which will go directly to his real balance as real cash.

The behavior described above is clearly illustrated in the screenshot previously submitted and constitutes a recognized pattern of bonus abuse designed to gain an unfair advantage from promotional offers.

We are unable to provide further supporting examples. The activity in question spans a substantial period and includes a lot of betting transactions, together with numerous gaming sessions and bonus features.

In addition, the underlying logs and monitoring records contain sensitive security and operational data that cannot be disclosed to third parties.

The screenshot already provided serves as a representative example of the player's conduct and demonstrates the prohibited activity that led to our decision.

For ease of reference, Clause 7.20 of our Terms and Conditions prohibits, among other things:

• Any and all minimum risk strategies, for example, low risk roulette betting, including any bet spread combination on roulette games covering 24 or more of the 37 unique spots on the table;

• Moving from low weighted or un-weighted games to a high weighted game after large wins for the purpose of clearing wagering requirements;

• Moving from high risk betting to low risk betting after a big win, for the purposes of clearing wagering requirements;

• Delaying, postponing or intentionally leaving any game round, free spin, bonus feature, gamble feature or similar in-game feature unfinished while having an active bonus;

• Completing such rounds or features after the wagering requirements have been met, after the bonus has expired, after the bonus has been forfeited, or after making a subsequent deposit;

• Playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards;

• Any other strategies or activities that we, in our sole and absolute discretion, deem to be abusive.

Based on the evidence available and in accordance with Clause 7.20, together with Clauses 9.3 and 9.4 of our Terms and Conditions, the actions taken on this account were applied in line with our established rules and procedures.

As a result of the confirmed breach, the winnings generated through the abusive activity were removed from the account. However, as a gesture of good faith, we will refund the player's deposited funds. Please note that only the original deposits will be returned, while all winnings and gains generated through the abusive activity will remain confiscated in accordance with our Terms and Conditions.

We believe the matter has been fully reviewed, the relevant evidence has been presented, and our decision remains unchanged.

Should any additional clarification be required, we remain available to assist.

Best regards,

Slim King Casino Support Team

Dear Slim King Casino, thank you for your reply.

I am awaiting instructions regarding how to refund my original deposits.

Gentile casino Slim King, grazie per la risposta.

Attendo istruzioni per quanto riguarda la modalità di rimborso dei miei depositi originali.

Dear Spaffle,

We have sent you an email to the address associated with your account (Goldinovip@proton.me). Please check your inbox and confirm once you have received it and provide all necessary information

Please don't forget to also check your spam or junk folder, as our message may have been filtered there.

We look forward to hearing from you.

Best regards,

Slim King Casino

Dear Slim King Casino, I just checked and haven't received any emails, not even in my spam folder.

Gentile casino Slim King, ho controllato adesso e non ho ricevuto nessuna email, neanche nella cartella spam.

Update: I finally received the email today and responded with my bank details for a refund of my balance.

Aggiornamento: oggi ho finalmente ricevuto l'email e ho risposto fornendo i miei dati bancari per il rimborso del mio saldo.

Dear Slim King Casino,

Thank you for your response.

The player has confirmed that they have not received your email, including their spam and junk folders.

As you have already agreed to refund the player's deposits, we would appreciate your assistance in moving this process forward as smoothly as possible.

Could you please resend the email and confirm that it was sent to the correct address associated with the account? If possible, please let us know when the email was sent or suggest an alternative way to continue the communication should the issue persist.

Dear Barbora,

Thank you for your follow-up.

As the player has mentioned, we can confirm that our email was successfully delivered today and the player has since responded with their banking details. We have now forwarded all the necessary information to our payment team and a refund task has been created accordingly.

We will keep the player informed throughout the process and provide an update as soon as the refund has been processed.

Thank you for your assistance in helping us reach this resolution.

Best regards,

Slim King Casino Support Team

Dear Slim King Casino,

Thank you for arranging the refund process. Please let us know once the payment has been processed.

Dear Spaffle,

Please keep us updated and confirm once you receive the funds.

Thank you both for your cooperation.

Dear Barbora,

We can confirm that the refund request for the player's deposited balance has already been submitted to our payment team and is currently being processed from our side. As this is being handled as part of a formal complaint case, it requires a bit of additional internal processing time to be fully completed and verified before the funds are released.

We kindly ask for your and the player's patience while this is finalized. We will inform you both as soon as the refund has been completed.

Thank you for your understanding and cooperation.

Best regards,

Slim King Casino Support Team

Dear Slim King Casino,

Thank you for the update. We appreciate the clarification and will await confirmation once the refund has been processed.

Dear Barbora and Spaffle,

Thank you for your continued patience while we finalise this on our end.

We can confirm that the refund is progressing through our internal processing steps and is expected to be credited to the player within the first 10 days of July. As this is being handled as part of a formal complaint case, it requires additional internal verification before the funds can be released.

We appreciate your and the player's understanding while this is completed, and we will inform you both as soon as the refund has been processed.

Best regards,

Slim King Casino Support Team

Dear Slim King Casino,

Thank you for the update and for providing an estimated timeframe.

We appreciate your continued cooperation in this matter. We will keep the complaint open while awaiting confirmation that the refund has been successfully processed.

Dear Spaffle,

Please let us know once you receive the refunded deposit, or if there are any further delays beyond the timeframe provided by the casino.

Thank you both for your cooperation.

To date I have not yet received the withdrawal from the casino.

Ad oggi non ho ancora ricevuto il prelievo da parte del casino.

Dear Barbora and Spaffle,

Thank you for your patience, and apologies for the delay.

We can confirm that the refund has already been transferred from our side today. It may take 3-5 business days for the transaction to be confirmed and processed by the payment provider before the funds appear in the player's account.

We appreciate your understanding and will follow up once we have confirmation that the funds have been received.

Best regards,

Slim King Casino Support Team

I confirm that I received the payment a few minutes ago.

Thanks Casino Guru for the help and Slim King for refunding my deposits.

Confermo di aver ricevuto il pagamento pochi minuti fa.

Grazie Casino Guru per l'aiuto e Slim King per aver rimborsato i miei depositi.

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

Dear Spaffle,

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,

Barbora