Slotbox Casino - La cuenta del jugador ha sido bloqueada.

In the night from 9/22/22 to 9/23/22 I made a payout of 8500 euros with a deposit of 100 euros and a 100% sticky bonus. A verification followed, which was carried out without any problems. I was able to pay out in 4000€ steps and then requested them. The payout was approved the next day, which was confirmed to me by email. Half an hour later, however, an email came saying that my 100 euro deposit had been transferred back to my registered bank account and my account at the casino was blocked because I was accused of fraud. So first everything was approved and then everything was taken away from me. Depending on my balance, I always play from 0.50 cents to 5 euros. I also converted my deposit a few times. Other fraudulent measures would not come to mind. So I don't understand what the problem is. I also reported the incident to the affiliate who wanted to take care of it. But the people he was then able to get in touch with only put him off and have not contacted him. But meanwhile I found out that ALL German affiliates took out Slotbox and put pressure on their managers because I'm probably not the only one who has this problem. It's been 2 months now and I still don't know what I did wrong. I hope you can help me. If you still need information or screenshots, I would be happy if you let me know.

In der Nacht vom 22.9.22 auf den 23.9.22 habe ich mit einer Einzahlung von 100 Euro und einem 100% sticky Bonus eine Auszahlung von 8500 Euro geschafft. Es folgte eine Verifizierung, die problemlos durchgeführt wurde. Ich konnte in 4000€ Schritten auszahlen und habe diese dann auch angefordert. Die Auszahlung wurde am nächsten Tag genehmigt, was mir per Mail bestätigt wurde. Eine halbe Stunde später jedoch kam eine Mail in der stand, dass man mir meine 100 Euro Einzahlung zurück auf mein registriertes Bankkonto überwiesen hat und meinen Account beim Casino gesperrt hat, weil man mir Betrug vorwirft. Also erst wurde alles genehmigt und dann wurde mir alles weggenommen. Ich spiele immer je nach Höhe meiner Balance von 0,50 Cent bis 5 Euro Einsatz. Meine Einzahlung habe ich auch einige Male umgesetzt. Sonstige betrügerische Maßnahmen kämen mir gar nicht in den Sinn. Ich verstehe also nicht, wo das Problem liegt. Den Vorfall habe ich auch dem Affiliate geschildert, der sich darum kümmern wollte. Aber die Personen mit denen er dann in Kontakt treten konnte, haben ihn nur vertröstet und melden sich nun nicht. Inzwischen habe ich aber erfahren, dass ALLE deutschen Affiliates Slotbox rausgenommen haben, und ihren Managern Druck gemacht haben, weil ich wohl nicht der einzige bin, der dieses Problem hat. Es ist inzwischen 2 Monate her, und ich weiß immer noch nicht, was ich falsch gemacht haben soll. Ich hoffe ihr könnt mir helfen. Wenn ihr noch Infos braucht oder Screenshots, würde ich mich freuen wenn ihr mir bescheid gebt.

Dear Biggelow,

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 clarify which bonus you played with? If possible, please post here a link to the offer you redeemed.

Also, would you be so kind and clarify if you had an affiliate account or a player's account (or both) at this casino? Which one has been blocked?

Do I understand correctly that you have not received any explanation regarding this situation from the casino? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Good day.

I played with a 100% welcome bonus, deposited €100 and received a €100 bonus.

The suspended account is a player account. I had often tried to get an answer in live chat to the question of what I should have violated. The only answer was always "the decision is final and there is no discussion". An email to support at the end of November with a request to have the case checked again by the fraud department was unsuccessful and is allegedly still "under review".

Guten tag.

Ich habe mit einem 100% willkommensbonus gespielt, 100 Euro eingezahlt und 100 Euro Bonus erhalten.

Bei dem gesperrten Konto handelt es sich um ein spielerkonto. Ich hatte öfter versucht im live Chat eine Antwort zu erhalten auf die Frage, gegen was ich verstoßen haben soll. Die einzige Antwort war immer " die Entscheidung ist final und es gibt keine Diskussion ". Auch eine Mail an den Support von Ende November mit der Bitte, den Fall nochmal vom fraud Departement überprüfen zu lassen, blieb ohne Erfolg und ist angeblich immer noch "under review".

Thank you very much, Biggelow, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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 Biggelow,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

The casino representative promised me on Skype that she would check the case. So I am giving the casino some extra time.

I find it really cheeky

Ich finde es richtig frech

Dear Biggelow,

I am very sorry for your trouble. Two times the casino representative assured me that she would answer here. Two times we waited seven days, and nothing happened.

I recommend filing your complaint to the casino's licensing authority in this situation. (Curacao)

If you don't know how to do it, I will gladly help you.

I sent an email to the license holder a few weeks ago, nothing happens, maybe it's different when you write an email?

Ich habe schon vor ein paar Wochen eine Mail an den lizenzhalter geschickt, nichts passiert, vielleicht ist es anders wenn sie eine Mail schreiben?

Dear Biggelow,

Today the casino representative showed me evidence based on which I believe that the casino acted correctly.

However, because you already submitted your complaint to the regulator, we will wait until the regulator's decision.

Why should the casino have acted correctly?

Warum soll das Casino richtig gehandelt haben ?

Because of the evidence the casino provided, but because you already submitted the complaint to the regulator, we will wait until the regulator decides.

And what is this evidence?

Und was sind das für Beweise?

So now summarized again, my verification was approved. The payout was approved. That means it has already been checked and everything has been accepted. So why was it checked again? The casino doesn't want to pay out high winnings? I also find it extremely questionable that nobody from the casino writes anything here, all behind closed doors. It's no wonder I want to know what I've done, is it ?

Also jetzt noch Mal zusammengefasst, meine Verifizierung war genehmigt. Die Auszahlung war genehmigt. Das heißt es wurde bereits geprüft und alles angenommen. Warum wurde dann noch Mal geprüft? Das Casino möchte wohl keine hohen Gewinne auszahlen ? Ich finde es auch äußerst fragwürdig, dass hier niemand vom Casino etwas schreibt, alles hinter verschlossenen Türen. Es ist doch kein Wunder, dass ich wissen will, was ich gemacht habe, oder ?

Dear Biggelow,

When a player initiates a withdrawal, the casino always does a security check. During this check, the casino noticed that there was a problem with your documents, and that was the reason why they stopped the withdrawal process.

I am sorry, but I can't give you a more detailed answer for the reasons I mentioned on the forum.

Now your case is in the hand of the casino's regulator.

So two independent authorities (we and the regulator) will give you an opinion on your case.

I already wrote to the authorities on January 8th.

Ich habe der Behörde bereits am 8. Januar geschrieben.

Thank you for the confirmation.

I will close the case now as unresolved with the status: waiting for the regulator's decision.

Please reopen the case once you receive the final answer from the regulator.