Slotbox Casino - La cuenta del jugador ha sido cerrada después de una gran victoria.

I registerd and made several deposits and so far all good , then i managed to hit a it big and won 80000 Euro, when i requested to withdrawl my funds the problem starts, all of the sudden my account is blocked and i cant log in, the customer service say that players from my country (Sweden) is prohibited to play on the casino. My question is if we are not allowed to play how come we can register and add funds as long as we loose ?

A real scam

Adam

Dear Adamsweden,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotbox Casino.

I checked the website, and during registration, the casino doesn't offer me to enter Sweden as a country of residence.

Please allow me to ask you a few questions so I can better understand the situation.

• When exactly did you register in the online casino?
• Have you filled in accurate personal information in the registration form or in your player's profile?
• Could you please share the email you received from the casino regarding the allegations against you?
• My email is [email protected]

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Adamsweden,

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.

Hi

I have sent you an email with the requested info

I would also make a statement that Sweden was not on the list of prohibited countries until after my withdrawal request, the process was that I could choose place of birth and secondly place of residence, I chose Lebanon on the place of birth and Sweden as the place of residence, that made so I could present my phone number in which was pre filled as + 46 which is the land code for Sweden, after the registration a received a sms so I could register.

whats happening, I haven’t received any updates regarding my case

Thanks for the detailed explanation.

I am sorry, but I haven't received any email or explanation from you to my questions.

If you sent the information, I am afraid I didn't receive it from your registered email, nor the email you indicated as your player registration email.

Please share the supporting evidence with me at my email [email protected]

I apologize for the inconvenience.

Looking forward to your reply.

Hi

I noticed I have used a wrong mail adress , but have sent it once more , can you check please

Adam

Thank you very much, Adamsweden, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks , I hope they will come to there senses I do the right thing otherwise I hope you could blacklist this casino on your platform

best regards

Adam

Hello Adamsweden,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Slotbox Casino to join the conversation.

Dear Slotbox Casino,

Can you please elaborate on why the player was able to register when it should not be possible for players from Sweden? Can you please clarify why this occurred?:

"I could present my phone number in which was pre filled as + 46 which is the land code for Sweden, after the registration a received a sms so I could register."

If there are any other factors influencing this situation that can't be shared publicly, please share them, including any supporting evidence, directly with me at [email protected]

Dear Adamsweden,

Just providing you with a quick update. I'm in communication with the casino team, and the situation seems to be more complex than it initially appeared.

I have double checked some information with the casino team, and I could not confirm your statements. From the available information, Sweden was listed as a restricted country for quite a long time, as can be seen even in the casino terms and conditions

Furthermore, while I am still awaiting confirmation from the casino team regarding whether the registration form has been altered, as my colleague Tomas has previously indicated, Sweden is not an option for selection as a country of residence. This is due to its intentional exclusion from the list, similar to other restricted countries. Therefore, it is highly probable that Sweden was never available for selection at any point, even in the previous version of the registration form.

The +46 phone number prefix is available because there could be clients who use their phones from regions other than the one where they are resident. The casino team do not make a decision based on a client’s phone prefix alone but on their actual country of residence, and they look for a mismatch in the registered country, IP and phone number along with other checks.

While we fully support the implementation of restrictions related to restricted countries, bonuses, games, etc., at the software level to not allow clients from restricted countries to create their accounts and to minimise incidents like this, different casinos operate on various software platforms. Therefore, there is currently no uniform process across the industry in this aspect. Most importantly, it is the duty of each player to read, comprehend, and comply with the terms and conditions of each casino, as at the end of the day, every player agrees with the casinos' T&Cs when registering their account. If players from a certain jurisdiction are barred from holding an account at a specific casino, even if they were able to create an account and play, this should not be seen as an invitation. Additionally, even if you have received promotional materials from the casino, this does not automatically entitle you to play at that casino. The rules take precedence.

As I previously stated, I am still awaiting further clarification from the casino team regarding my inquiries. However, it appears that the casino team has not acted improperly in this situation, as you registered from a restricted country. Therefore, regrettably, you are not eligible for the winnings. The only available course of action is the return of your deposit.

Hi, we have replied directly to Casino Guru with all the relevant information in relation to this matter; we are satisfied we have acted appropriately and in line with our site terms and conditions.

Thank you for all the information and evidence provided, Slotbox Casino Team.

Dear Adamsweden,

After a comprehensive review of the information and evidence you and the casino team have provided, I regret to inform you that I cannot advance your case any further. Your assertion that Sweden was not included in the list of restricted countries and that it was allegedly added after your withdrawal request has been found to be not true. Additionally, the claims regarding the availability of countries in the registration form "I could choose place of birth and secondly place of residence" have also proven to be false, as there is and always was only one address/country at registration. Furthermore, upon examining the account information you entered during registration, it has come to light that you selected a different country entirely, rather than Lebanon as you stated. It is important to note that Lebanon was not an option for selection either. All of this indicates that you have intentionally chosen a different country to finish your registration, which constitutes a clear breach of the casino's rules, rendering you ineligible for any winnings. The only action the casino team could take was to refund your deposit, which has already been done.

In light of the aforementioned points, I will now proceed to close this case as rejected - Unjustified.

I strongly recommend that you take the time to familiarize yourself with the terms and conditions of any casino and adhere to them to prevent similar situations in the future. Should you face any issues with this or any other casino in the future, please do not hesitate to contact us, and we will do our utmost to assist you.

Best regards,

Michal

Casino Guru