SlotHive Casino - La cuenta del jugador ha sido cerrada.

Hello, after a few deposits with Klarna and Paysafecard and a successful verification process, the casino does not want to pay out the 1000 I wanted to withdraw on my 5th deposit!

I am supposed to have a double account which is not the case

After a long back and forth they verified my account and only then deleted or blocked it

please help

Hallo, nach ein Paar Einzahlungen mit Klarna und Paysafecard und einem erfolgreichen Verifizierungsprozess will das Casino meine 1000 nicht auszahlen die ich bei der 5ten Einzahlung auszahlen wollte!

Ich soll angeblich einen Doppelaccount haben was nicht der Fall ist

mein Account haben die nach langem hin und her verifiziert und erst dann gelöscht bzw blockiert

bitte um Hilfe

Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?  
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, I only played slots without a bonus😔

There is no possibility because I live alone and nobody in my family plays casino or general casino

winnings were only achieved without bonus

Hallo, ich habe ohne Bonus nur Slots gespielt😔

es besteht nicht die Möglichkeit da ich alleine wohne und aus meiner Familie spielt keiner Casino sowohl auch allgemeine Casino nicht

gewinne sind nur ohne Bonus erzielt worden

please help me

bitte hilft mir

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I wanted to let you know that the entire process has been forwarded to mailto:[email protected] .

Best regards

c****************

Ich wollte Bescheid geben das der ganze Verlauf an mailto:[email protected] weitergeleitet worden ist.

mit freundlichen Grüßen

c*************

Good morning,

Did anything come of it?

Best regards

Guten morgen,

hat sich den etwas ergeben ?

Mit freundlichen Grüßen

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([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.

Hello Cheetos93, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of SlotHive Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details regarding player's multiple accounts? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

I am very happy and hope for a positive decision.

mFG

cheetos93

Freut mich sehr und hoffe auf positive Entscheidung .

mFG

cheetos93

???

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.

It's outrageous how the casinos in this group treat the players who risk a lot 🙁

Unverschämt wie die Casinos von dieser Gruppe den Spielern die vieles auch riskieren behandeln 🙁

And for that reason they have very low safety rating on our website.

I have tried to message the casino once again, hopefully we can get a response shortly.

I hope the casino gets in touch, it's outrageous what they're doing!

Hoffe das Casino meldet sich, unverschämt was die sich erlauben !!

Dear Cheetos93,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej