SlotMonster Casino - La cuenta del jugador ha sido cerrada.

Good morning

i am in need of some help with regards to the casino Slotmonster.

owing to a complete misunderstanding they have closed my account. In short I was complaining to them about a verification issue. During the chat I said that I was wanting to end it all. I was referring to ending my account nothing else.

I am having significant problems whilst trying to become verified. I have made them aware of a serious medical problem which causes excessive shaking. This is the problem with my verification as the images are not clear enough because of shaking.

I have made them aware of this and I was advised that this would be taken into account, this has not happened.

I have previously received a number of withdrawals from them but now they are not helping me. Even though the account has now been closed.

can you please help me with how I could contact the licensing body?

I believe that this situation has been orchestrated because of disability discrimination.

I have attached to this email a bank document which clearly shows that I have had previous withdrawals from them.

please help me

Hello,

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

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

• Do I understand correctly that you are struggling to submit documents of sufficient quality required for verification due to your condition?
• Did the casino withhold any withdrawable balance as a result of the account closure?
• Could you please explain what the requirements are to complete the verification requirements in the casino?
• Have you asked friends or family to assist you with the verification in the past?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share the communication between you and the casino regarding the issue with verification and your account closure to support your complaint? Send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

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

Thank you for your patience, and stay safe.

Hi

i was wondering how long the process is likely to take?

do you have any updates about my complaint?

thank you once again for your help and support in this mater

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[removed by casino.guru admin]

Player's message:

Good morning Thomas,

Thank you for your response it’s very much appreciated.

I will go through each of your questions in the order from your email.

Do I understand correctly that you are struggling to submit documents of sufficient quality required for verification due to your condition? Yes that is correct 

Did the casino withhold any withdrawable balance as a result of the account closure? Yes

Could you please explain what the requirements are to complete the verification requirements in the casino? They are asking for either a passport or driving licence or government issued document. I do not have the first 2 but I have sent a government issued document. They are now saying that this this would not be acceptable 

Have you asked friends or family to assist you with the verification in the past? No reason being they are demanding a selfie and will not accept anything else apart from this

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) slots

Did you achieve your current balance with the help of a bonus? No

Could you please share the communication between you and the casino regarding the issue with verification and your account closure to support your complaint? Send the information to my email at tomas@casino.guru there are are a large number of emails but I’m having difficulties attaching these on iPhone.

I will try to forward them to you as a separate email 

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of SlotMonster Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear SlotMonster Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

Dear user,

I apologise, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi