Slotobank Casino - Closed account and confiscated money without any reason given!

RESOLVED
larswass Sweden
posted on October 18, 2014.

I have played at slotobank.com and have winnings there 22500sek..one day they justed blocked my account because they say they are checking my account..security standard procedure..now it has been closed for several weeks and i have contacted them as you can see in the mails below and when I wrote to them that I had contacted askgamblers they just ignored my 5 latest mails..not a word from them.
RE: my account is closed‏


RE: my account is closed
lars wass 2014-09-26
Till: support team

hello!!?

What´s happening? I have had accounts in almost every netcasino that you can imagine but never been true this.
So you really mean that this is normal procedure from a serious casino that has about 50.000 satiesfied customers?
And was it 24/7??

[email protected]

user:larswass

Date: Wed, 24 Sep 2014 18:12:53 +0300
Subject: Re: my account is closed
From: [email protected]
To: [email protected]

Dear Lars,

This is regular procedure for security department as all active players are checked. It will take not more than a couple of days. We will email you once we get any results

On 24 September 2014 18:04, lars wass wrote:
hi again

but why do you make this investigation and approximately how long time does it take..minutes,hours, Days?

regards [email protected]

user:larswass

Date: Wed, 24 Sep 2014 17:53:27 +0300
Subject: Re: my account is closed
From: [email protected]
To: [email protected]

Dear Lars,

We are really sorry for inconveniences. At this time the security department is checking the information on your account. Please, do not worry, this is regular procedure and it will not take a lot of time. Once everything is checked we will email you back so you can log in to your account and continue playing.
Thank you for understanding and cooperation

On 24 September 2014 17:47, lars wass wrote:
hi

tried to login to my account right now but it didn´t work so I asked the chat why and they told me that my account is under investigation..why is that and how long should this take?

regards

[email protected]

user: larswass



--

Please feel free to contact our friendly customer support by online chat or e-mail us at [email protected] We are available 24/7 for you!

Best regards,
Denis Borsky
Slotobank Casino
Customer Support

--
Мы рады помочь Вам в онлайн чате или по электронной почте [email protected] Добро пожаловать в любое время!

С уважением,
Денис Борский
Служба Поддержки
Казино Slotobank



--

Please feel free to contact our friendly customer support by online chat or e-mail us at [email protected] We are available 24/7 for you!

Best regards,
Denis Borsky
Slotobank Casino
Customer Support

--
Мы рады помочь Вам в онлайн чате или по электронной почте [email protected] Добро пожаловать в любое время!

С уважением,
Денис Борский
Служба Поддержки
Казино Slotobank
© 2014 Microsoft Villkor Sekretess och cookies Utvecklare Svenska


hi

it´s now more than 2 weeks since the security department started to check my account..i have been in Contact with askgamblers.com/ oddsmatrix ltd and they say that a securitycontroll can take up to 90 Days but maybe not in your case bacause as they say Slotobank is ok casino that want´s to be a next generation casino..you told me that this could take a couple of Days so any news about my account?

Regards

[email protected]

Date: Tue, 30 Sep 2014 11:47:34 +0300
Subject: Re: account
From: [email protected]
To: [email protected]

​Dear Lars,

We are really sorry for inconveniences although there is no reply from the security department yet. We have sent them one more request regarding your situation and once we get reply from them we will email you back.
Thank you for patience.

On 30 September 2014 11:37, lars wass wrote:
hi again

now a week has pasted since you started to check my account..have you forgotten about me or what is happening?
is this really normal procedure against your customers? and by the way I have 22500 sek waiting for me in my account that you right now is keeping me from

larswass

Date: Sat, 27 Sep 2014 03:52:55 +0300
Subject: account
From: [email protected]
To: [email protected]

Dear Lars,
We are sorry for inconvenience.But our Security Department still checking . You will get notification as soon as they check your account.One more time sorry for inconvenience.

--

Please feel free to contact our friendly customer support by online chat or e-mail us at [email protected] We are available 24/7 for you!

Best regards,
​Pablo Vaskes
Slotobank Casino
Customer Support





--

Please feel free to contact our friendly customer support by online chat or e-mail us at [email protected] We are available 24/7 for you!

Best regards,
Denis Borsky
Slotobank Casino
Customer Support

--
Мы рады помочь Вам в онлайн чате или по электронной почте [email protected] Добро пожаловать в любое время!

С уважением,
Денис Борский
Служба Поддержки
Казино Slotobank
© 2014 Microsoft Villkor Sekretess och cookies Utvecklare Svenska

hi

i am starting to run out of patience so soon i will have to take contact with Oddsmatrix LTD and Netentcasino.com about this

larswass

Date: Tue, 30 Sep 2014 11:47:34 +0300
Subject: Re: account
From: [email protected]
To: [email protected]

​Dear Lars,

We are really sorry for inconveniences although there is no reply from the security department yet. We have sent them one more request regarding your situation and once we get reply from them we will email you back.
Thank you for patience.

On 30 September 2014 11:37, lars wass wrote:
hi again

now a week has pasted since you started to check my account..have you forgotten about me or what is happening?
is this really normal procedure against your customers? and by the way I have 22500 sek waiting for me in my account that you right now is keeping me from

larswass

Date: Sat, 27 Sep 2014 03:52:55 +0300
Subject: account
From: [email protected]
To: [email protected]

Dear Lars,
We are sorry for inconvenience.But our Security Department still checking . You will get notification as soon as they check your account.One more time sorry for inconvenience.

--

Please feel free to contact our friendly customer support by online chat or e-mail us at [email protected] We are available 24/7 for you!

Best regards,
​Pablo Vaskes
Slotobank Casino
Customer Support





--

Please feel free to contact our friendly customer support by online chat or e-mail us at [email protected] We are available 24/7 for you!

Best regards,
Denis Borsky
Slotobank Casino
Customer Support

--
Мы рады помочь Вам в онлайн чате или по электронной почте [email protected] Добро пожаловать в любое время!

С уважением,
Денис Борский
Служба Поддержки
Казино Slotobank
© 2014 Microsoft Villkor Sekretess och cookies Utvecklare Svenska

posted on October 21, 2014.

Hello Lars ,

We will look on your case and will reply you back shortly via email.

larswass Sweden
posted on October 22, 2014.

ok..still waiting but no reply yet??

posted on October 23, 2014.

Dear Lars ,
I'm sorry but we cannot solve that issue in one day. I'm really sorry that you have faced with such issue. But we will solve it as soon as possible

larswass Sweden
posted on October 23, 2014.

but we are not talking about one day here..we are talking about my account being closed for one month..and when you say shortly what do you exactly mean?..is it the same as when you talk about "couple of days" which turns to weeks and months?

AskGamblers
posted on October 26, 2014.

Dear all,
Any news?

larswass Sweden
posted on October 26, 2014.

heard nothing at all since my latest reply

lars wass

posted on October 28, 2014.

Dear Larss,

We are trying to resolve your issue as soon as possible. We are still working on it with our tech department and top management of our casino. Thank you for your patience Sir. Once we have resolve it, we will inform you via email.

larswass Sweden
posted on October 28, 2014.

hi

i think i have the right to know what you are looking for and what the problem might be?..the only thing you say is that this is regular procedure and that every active player are checked..that should mean that every player has to get through this

lars

larswass Sweden
posted on November 1, 2014.

still no news from Slotobank

Lars

posted on November 3, 2014.

Lars, we are trying to reslove the issue as soon as possoble

larswass Sweden
posted on November 5, 2014.

what is the problem and when is as soon as possible? today it`s exactly 5 weeks!! since you closed my account and by the way...this weekend I played at Casinostugan.com and won 5000 sek on the exact same game that I played at Slotobank..I made a withdrawal and the money was on my account today..it took them 3 businessdays and thats what I call service, respect and responsability against customers

Lars

posted on November 5, 2014.

Dear Lars,

As I was informed from by our finance department , they need copy of credit card you have deposited with.
Could you please send it to [email protected] . And I will try to speed up that procees.
Thank you for cooperation

larswass Sweden
posted on November 5, 2014.

Hi

the copy of my creditcard is now sent to [email protected]

Lars

larswass Sweden
posted on November 8, 2014.

hi

this Tuesday I played at casinostugan.com again and won 6450sek at the same game as before..made a withdrawal and today the money was on my account..well done casinostugan.
How is it going with my account Slotobank..did you get the copy of my card?

Lars

larswass Sweden
posted on November 11, 2014.

hi

it´s almost a week now since I mailed a copy of my kreditcard to Slotobank and I still don`t know if they got it...no answer..am I surprised?..no, not at all and during this time I have made another withdrawal at Casino­stu­gan.co­m..2­72­6se­k..t­om­orrow it´s on my account..am I surprised?..no, not at all..but I am surprised that it could be so much difference in service between casinos

posted on November 13, 2014.

Dear Lars ,

We are still working on your case. Thank you for patience

larswass Sweden
posted on November 13, 2014.

hi again

but what is the problem..you got the copy of my card didnt you?
You got the other dokuments you asked for aswell and now it`s 6 weeks!!

larswass Sweden
posted on November 14, 2014.

hi

6 weeks and I still don´t know what Slotobank are looking for and I still don`t know if they got the copy of my card so I guess that the only thing I know about Slotobank is that every one that opens a account at Slotobank risk to get their account closed for uncertain time because of "normal procedure against all new players". By the way..Another succesfull withdrawal was made at Casinostugan this wednesday.

Lars

posted on November 17, 2014.

Dear Lars,

We will contact you via email as soon as this issue is resolved

larswass Sweden
posted on November 17, 2014.

hi

"Hello Lars ,

We will look on your case and will reply you back shortly via email"..this is what you wrote to me 21/10-14.. the same answer I got for almost 7 weeks!!! ..you don`t even know if you got the copy of my card then?u­nbe­lie­vab­le!­!..no wonder you run in to issues and what happened to:

"24/7 support


Our casino has neither bots nor auto-replies! Our managers personally deal with any questions our players might have. They are knowledgeable about both the games and types of technologies used to control them. We even have personal managers for any player who would like to have a VIP treatment.

Contact us"

Lars

larswass Sweden
posted on November 21, 2014.

hi

more than 7 weeks now and still no news from Slotobank..is this really a serious casino??

larswass Sweden
posted on November 23, 2014.

hi

when I played at Casinostugan yesterday I got problem login to my account...I had a chat with them and they told me they had some technical problem and were sorry for the inconvinience...5 minutes later everything was solved..well done Casinostugan!! nice service and professional support and staf...
any news about my account at Slotobank then??..no..not a Word!!..maybe they are on vacation and if that is so it`s a very long one..next week it`s 8 weeks since Slotobank closed my account and confiscated my 2500 euro with the reason that "this is regular procedure against all new players"

Lars

larswass Sweden
posted on November 27, 2014.

hi

I have now here at askgamlers tried to get some answer from Slotobank about the closing of my account and the confiscated 2500 euro for 5 weeks and it is more than 8 weeks since closed my account for no reason given other than it is normal procedure against all new players for this "next generation casino" as they call themselves. If you ask a child the question: why? the answer might be: because and this is the same way Slotobank behaves..if you don´t answer the question it doesn`t exist..very mature. It´s obvious that they think that I will let go of this sooner or later by not answer me at all but this will not happen.
I will wait till next week when they have had 9 weeks to solve the issue here at askgablers and then I have to take this matter and material and try to find some answers on Twitter and Facebook.

Lars

larswass Sweden
posted on November 30, 2014.

hi

Slotobank still close my account and confiscate my 2500 euro with no reason given and not a word from Slotobank for 2 weeks now

Lars

larswass Sweden
posted on December 4, 2014.

hi

not a word from Slotobank and they still keep my account closed and confiscate my 2500 euro

Lars

larswass Sweden
posted on December 7, 2014.

hi

Another week has past and not a Word from Slotobank about my closed account and confiscated 2500 euro..now it´s 10 weeks

Lars

larswass Sweden
posted on December 11, 2014.

hi

still nothing from Slotobank

Lars

posted on December 12, 2014.

Dear Lars,

We will get back to you as soon as possible

larswass Sweden
posted on December 12, 2014.

ok..I`ll wait

Lars

larswass Sweden
posted on December 15, 2014.

still waiting..

Lars

larswass Sweden
posted on December 19, 2014.

..and waiting..11 weeks now

Lars

larswass Sweden
posted on December 23, 2014.

..still waiting for answers and tomorrow it´s 3 months since Slotobank closed my account and confiscated my 2500 euro..merry christmas

Lars

posted on December 25, 2014.

Dear Lars,

As soon as I will get response from our Financial department we will inform you via email

larswass Sweden
posted on December 25, 2014.

and approximately how long time does it normaly take from your finanscial department to answer you?

Lars

larswass Sweden
posted on December 28, 2014.

and approximately how long time does it normaly take for your finanscial department to answer you?

Lars

larswass Sweden
posted on December 31, 2014.

and approximately how long time does it normaly take for your finanscial department to answer you?

Lars

larswass Sweden
posted on January 3, 2015.

ill try again..and approximately how long time does it normaly take for your finanscial department to answer you?

Lars

larswass Sweden
posted on January 6, 2015.

..still waiting for answers and tomorrow it´s 3 months and two weeks since Slotobank closed my account and confiscated my 2500 euro and another year has past so again.. approximately how long time does it normaly take for your finanscial department to answer you? is this still normal procedure against all new customers as you told me before? regular procedure to block customers account and confiscate customers money with no reason given!! and then just avoid questions and at the same time proudly promote "24/7 support".."next generation casino"??!!

Lars

Lars

larswass Sweden
posted on January 6, 2015.

..but why don´t ask Andreas Jankovskis CEO at Slotobank..do you really think that this is ok procedure for a serious company to handle an issue with a customer? do you self want to be customer in this case?

Lars

posted on January 9, 2015.

Dear Lars ,

We are still working on your issue

larswass Sweden
posted on January 9, 2015.

is this the only answer in 4 DAYS from the CEO at Slotobank Mr Andreas Jankovskis about my questions to him?

Lars

posted on January 12, 2015.

You can also get an answer from Mr Andreas Jankovskis

larswass Sweden
posted on January 12, 2015.

ok..then I try again..Andreas Jankovskis CEO at Slotobank..do you really think that this is ok procedure for a serious company to handle an issue with a customer? do you self want to be customer in this case?

Lars

larswass Sweden
posted on January 15, 2015.

well well..today it´s 4 MONTHS and 1 DAY since SLOTOBANK closed my account and confiscated 2500 EURO from me. No answer to my questions is given exept for that this is "regular procedure against all new players". The CEO at SLOTOBANK Andreas Jancovskis have now had 10 Days to reply my questions to him but not a word..I guess he doesn´t care about the customers or maybe this is the way Slotobank treats customers who happens to win for a change? because I can see that more and more COMPLAINTS against SLOTOBANK simular to mine are dropping in. As long as you spend and loose money maybe you dont have theese problems with SLOTOBANK..? "next generation casino"..hmm?? "24/7 support"..hmm??

Lars

larswass Sweden
posted on January 16, 2015.

ok..we will now send a copy of this chat at askgamblers to the headquarter of NETENT in Stockholm..we think that they have the right to know how some of the partners use their software!!..who knows??..maybe NETENT are already aware ? We also heard that this might not be legal procedure from SLOTOBANK?? in that case..the longer this takes the better for us:)) SLOTOBANK proudly announce that you can win Money..JACKPOTS..how much money then have we lost by not being able to play at SLOTOBANKS possible JACKPOTS with our CONFISCATED 2500 euro?? We don`t know?.. but there are people with knowledge following this issue and counting at it right now.

Lars

posted on January 19, 2015.

Dear Lars,

Sorry for such long investigation process, we will try our best to finish it as soon as possible.

larswass Sweden
posted on January 19, 2015.

ok

we will wait 2 days and then we will send this chat here at askgamblers.com and the same letter we mailed NETENT.COM to MICROG­AMI­NG.C­OM..maybe they also are intressted in how some Casinos use their software..and to thoose players who contacted me by mail and also having PROBLEMS with SLOTOBANK..no answer from NETENT yet.

Lars

larswass Sweden
posted on January 22, 2015.

hi

It seems like SLOTOBANK still "inves­tig­ate­s"!­!..why and what they "investigate"..we don´t know..no answer at all to our questions and to the CEO of SLOTOBANK Mr Andreas Jancovskis..you have now had 17 Days to come up with some answers to our simple questions?Don´t you have anything at all to say about this issue? Today we will send a copy of this chat here at Askgamblers to Everymatrix, Microgaming and Quickfire with the same letter that we sent to Netent..they also have the right to know how SLOTOBANK treats some customers using their software. Thanks to all who mailed me giving me support.

Lars

larswass Sweden
posted on January 26, 2015.

hi

when I started this chat here at Askgamblers I was told that an issue with a Casino could take up to 90 Days but this was not regular. This Wednesday it´s 4,5 MONTHS which means around 135 DAYS since SLOTOBANK just CLOSED my account and CONFISCATED 2500 EURO with the only reasons given "investigating", "normal procedure", "still working on your issue". Wonder if SLOTOBANK now keeps the record of not solving an issue? 135 DAYS!! Also seems like the CEO of SLOTOBANK Mr Andreas Jancovskis finds this kind of treatment of an issue OK because still not a word from him in more than 20 Days now to our simple questions. No answer yet from NETENT, MICROGAMING, EVERYMATRIX..who knows..maybe they also are confortable with issues like this?

Lars

larswass Sweden
posted on January 28, 2015.

hi

4,5 MONTHS today..still CLOSED account and CONFISCATED 2500 EURO for no acceptable reason..well done SLOTOBANK(the next generation casino with 24/7 support) . But not to worry:)
We played FOR FUN at SLOTOBANK the other day for about 2 hours and WON A LOT OF MONEY..yippie!!! DENNIS at the "SLOTOBANK CHAT" told us that this even could happen if you play for real Money(saved chat). This is what happened to me 4,5 months ago.. I had real luck and won some Money but it seems like SLOTOBANK don´t accept this although they promote for it. We also filmed when we played for fun which might as well have been for real. Interessted to watch it? Now we take this chat here and release it to all forums we can find about issues with Casinos. By the way "DENNIS"..did you say HELLO to the CEO of SLOTOBANK Mr Andreas Janskovskis?

Lars

larswass Sweden
posted on January 29, 2015.

hi

tomorrow we will send this chat here at Askgamlers to MGA of Malta so that they can look on to this case and maybe give us some answers

Lars

larswass Sweden
posted on February 1, 2015.

hi

still no news about my closed account and confiscated 2500 EURO.. no answer yet from NETENT, MICROGAMING, EVERYMATRIX..the chat is sent to MGA and we are waiting for some comments from them.

Lars

posted on February 3, 2015.

Dear Lars,

I'm happy to inform you that your account is reopened and you are welcome to log in. All funds are on your account .

Thank you for patience and cooperation

larswass Sweden
posted on February 4, 2015.

hi

ok..looks like there is an opening in this issue right now..looking forward to my first withdrawal then

Lars

posted on February 5, 2015.

Dear Lars,

I see you have recieved your withdrawal.

larswass Sweden
posted on February 5, 2015.

hi

no money from my first withdrawal is registrated on my card yet and my second withdrawal has been rolled back twice

Lars

posted on February 6, 2015.

Dear Lars ,

First withdrawal was sent to you on 03/02/2015 20:29:56 . I can suggest you to contact your bank.

larswass Sweden
posted on February 6, 2015.

hi

could you please mail me copies of the banktransactions you make to my card because I have now made 2 withdrawals and no Money appears on my card yet..you said 03/02/2015 20:29:56 but at the chat in your homepage you say that the first withdrawal was sent this wednesday..that means 04/02/2015?

lars

posted on February 9, 2015.

Hello Lars,

No problems , I will send it to your email as soon as possible

larswass Sweden
posted on February 13, 2015.

hi

now 2 withdrawals are succesfully made and transferred to my account..when I have made 5 succesful withdrawals I will let go of this issue

Lars

larswass Sweden
posted on February 16, 2015.

hi

it goes slow..only 2 of 3 withdrawals are shown yet on my account and 2 times my withdrawals have been rolled back because of maintenance they say

Lars

larswass Sweden
posted on February 19, 2015.

hi

my account is open and no problem with the withdrawal..its been shown at my account now but Another issue has turned up so.. unfortunately we have to return when we have more information about this

Lars

posted on February 20, 2015.

Dear Lars,

As I see from your account you have deposited on 18/02/2015 23:25:02 amount of 500 SEK. And you took our 100% match bonus , so bounus amount was 500SEK. Due to terms of the bonus max bet that you can place it is 10% of the bonus amount granted. Max bet in your case was 50SEK. And during playing with this bonus you have place even 500SEk bet as well as 250SEK and 125SEK. That is why we canceled bonus and all associated winnings and we have added 500SEK back to your balance as your deposit amount.

Please see the screen shot from your game report.

http:/­/cr­opm­e.r­u/6­22b­5c1­51d­3b6­82a­bbf­f21­fc3­6c4f95f

larswass Sweden
posted on February 21, 2015.

hi

if this is what you clame to terms of the bonus i have no problem to accept it..just send me a copy of the terms and where to find them because there is nothing said about the terms when you promote for them.."Today, I’m happy to grant a 100% bonus for your next deposit starting from 500 SEK.


Please, keep in mind, that the bonus offer is valid for a limited time. It expires in 24 hours!"..yes!!..it´s for real..and it´s from my "personal"!! contact at SLOTOBANK..a offer she is "happy to grant me".. nothing there about the terms!!! and right now my personal contact at Slotobank..ANNA CRUISE dont even answer my mails!!?? if this is the right way to promote or if it looks as if you promote for your own gaining its up to the MGA to tell..maybe i was stupid to bet more than 50 sek then..but why didnt you stop me??
dont you have a agreement about careful play with the MGA???And you let me easyaly play for 500sek..250sek125sek each time??? Everything is saved and its on video.

lars

larswass Sweden
posted on February 21, 2015.

hi

no quick answer this time..maybe SLOTOBANK thinks over this..are they sure about that it was the right way to promote??what about where is the § and when will it be mailed to my box?? what about careful play... let a player start with 500 kr + bonus and then end up with playing for 500 kr each time???? we know exactly the way you can promote..we have been in this issue for 5 months now and eagerly waits for an answer:)) ps. still no answer from ANNA CRUISE my "PERSONAL CONTACT" at SLOTOBANK

posted on February 24, 2015.

Dear Lars,

I'm really sorry that you feel that way. But according to the bonus terms all winnings were confiscated as you broke bonus terms. We have sent you gamming report to your email. Also we have added your deposit to your balance.

larswass Sweden
posted on February 24, 2015.

hi


"Hello Lars,


Nice to see you at Slotobank Casino! How do you like playing?


Today, I’m happy to grant a 100% bonus for your next deposit starting from 500 SEK.


Please, keep in mind, that the bonus offer is valid for a limited time. It expires in 24 hours!


HOT game from NetEnt is now available at Slotobank! Try your luck at Tornado: Farm Escape today! Moreover, enjoy more hot Microgaming slots and win bigger! Many special offers each week! Get a glance on our Facebook page.


Hope you will enjoy it and looking forward to hear from you!


Sincerely,

Anna Krusse" ...nothing here about any bonus terms in this promotion and YOU sent this to my e.mail..i did not search for this promotion myself..what i mean is that i think it´s your responsability to inform me about the terms when you look me up.. and if I look you up for a bonus at your homepage it´s my own resonsability to look for the bonus terms..but it´s no big deal..I will send a copy to the MGA about this so that they can decide if this is correct or not correct way to promote

Lars

AskGamblers
posted on February 25, 2015.

Beside on the evidence that we received from casino management, we can confirm that player got his winnings. In the meantime another issue is occurred about the bonus terms and conditions. Also we got evidence that player did breach a 10% betting rule. We recommend to the casino to emphasize their Bonus terms and conditions. We consider this complaint closed and resolved.