Slot Madness Casino - La cuenta del jugador ha sido bloqueada después de una solicitud de retiro.

I have won $8800. And can no longer sign in after requesting withdrawal and sending all information asked for

Dear Vicklas,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly advise if the disputed amount is $800 or $8800?

Could you please specify in which casino you won $8800? The screenshots you provided us with are from several different casinos, so we have to make sure this complaint is assigned to the correct one.

Have you accumulated these winnings with or without an active bonus?

Have you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Dear Vicklas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I won $800. At Slotmadness I don't ever play with bonuses but sometimes play free play

I have passed the KYC verification

I have never withdrawedl from this casino before

Thank you for your reply.

You mentioned that you are unable to log into your Slot Madness account. Have you received any email from the casino after your account was blocked? If you have, please forward it to me at veronika.l@casino.guru.

Have you accumulated your winnings of $800 with your real money or with some free coupon?

Is there any chance you activated several no-deposit bonuses/free chips/free spins in a row, without depositing in between?

I never got anything from the casino saying I was banned .

I'm not sure if I was paying with free play but I never let free play accumulate

Thank you very much, Vicklas, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear Vicklas, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Slot Madness Casino representative to join this conversation. 

Dear Slot Madness Casino, could you please provide more information about this case? 

Looking forward to your reply.

Greetings all,

I had the opportunity to review the situation and it appears that 100% of all deposits into the casino account (including the winning deposit) were disputed on the player end and returned to the bank of origin. Since the winning deposit is no longer with the casino unfortunately it also renders any subsequent win on this deposit invalid. Due to 100% of all deposits being now invalid the account was closed to prevent further damage as is standard policy.

Hopefully this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slot Madness

Dear Slot Madness Casino,

thank you very much for providing information and for your cooperation.

Dear Vicklas, 

I was provided with more evidence supporting the casino's decision. After gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - applying chargebacks to all your deposits. You are not entitled to any winnings obtained from this casino. Moreover, the casino has the right to close a player's account anytime.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Best regards,

Katarina