Slotum Casino - La cuenta del jugador fue bloqueada.

hello, I created my account a while ago and started playing, I made some deposits of 920 and 690, and withdrew without difficulty 490 and 1900, but on my third deposit with the highest amount of 1760, I could not withdraw my winnings of 3020, under the following allegation: "The Casino reserves the right to withhold payments if there is suspicion or evidence of manipulation of the casino system. Criminal charges will be brought against any user or other person(s) who manipulated the casino system or attempted to do so. The Casino reserves the right to rescind and/or change any games or events offered on the Website.".

I didn't go through any further verification process I just got blocked and my money confiscated, please note I wasn't confiscated my winnings as I deposited more than I cashed out.

Dear lenilron,

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

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your balance with 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,

Tomas

o starts to believe that roulette and craps in the end.

yes, after two days of playing I managed to reach it, and I did a withdrawal the next day

Could you explain what bonus did you redeem and what were its rules? Please send a link to the bonus or post a screenshot of the bonus in the complaint thread. I'll await your reply.

is "Third deposit bonus" at "https://www.slotum.com/promotions"

Thank you for the clarification.

According to the casino rules a Craps game and several Roulette games are not allowed to be played with a bonus.

• While the bonus was active, were any games blocked or inaccessible?
• Did you receive any warning not to play some games, to your knowledge?
• Did you receive confirmation you finished the wagering requirements for this bonus?

yes, when the bonus was active several games would not open, and obviously I didn't play in them.

I didn't receive any notice.

yes, I received the notification, and the next day I asked for the withdrawal that was pending for almost two days.

yes, but that is a list of games, i.e. game names, not the type, there are 3 craps in the casino, the referred craps is the evolution craps which actually has a 5% contribution, the types of games that covered all casino games does not refer to craps, some casinos say table games, "which in this case I would not complain", but this does not happen referring only to card games, video poker, Roulette, Poker, and although I have played roulette I played, but it was with the mentioned contribution of 25%

Thank you very much, lenilron, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear lenilron,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slotum Casino representative to join this conversation and participate in resolving this complaint.

Dear Slotum Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

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 lenilron,

I contacted the casino again and will extend the timer for another three days.

Your patience is much appreciated.

Kind regards,

Stefan

Hello, Dear Moderators and lenilron!

The player was blocked for violating the rules of the casino, which include:

• creating more than one account in order to take advantage of casino promotions
• providing incorrect registration data
• providing of forged documents

The Casino has zero tolerance to such actions of players.

All proof has been provided to the forum moderators.

We hope you have a good day, and thank you for your work😉

Your Slotum team.

Dear lenilron,

Evidence was provided to me by a casino representative, and the allegations appear to be true.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan