Complaint #8 Slotgard Casino

Account blocked because of documents

By carlosm77

1 year ago

Hello,

I opened an account in this casino 1 week ago I deposited 250€ and gambled a bit until 320€. As you can see not a lot of money. I started the verification process as usual and since then the weird things started. I attach an email in which you can see how they asked me for an explanation as to why my address was in Austria and my ID is Spanish. Obviously I'm a spanish national residing in Austria so there is nothing to explain there. Literally I've opened an account on many casinos before and never had to explain this to anybody. Since then I've been waiting for their verification without them asking me for any other document.

Today they blocked my account and when I asked I received the explanation I attach below. Apparently I had my account blocked because I submitted altered/fraudulent documents. I offered them to upload whatever they need, to videocall, etc but they said their decision was final. Excuse me? a verification is not just a decision, it's actually supposed to be a process where you make sure the other party is not faking his identity, which I'm obviously not.

Needless to say my documents are completely normal and whatever is needed to confirm this I can provide it.

Obviously this is a very shady casino, so as far as I'm concerned all I want is getting the money back. I don't need the account re-open because I don't even have the slightest intention to play there.

Disputed Casino Slotgard Casino

Reason Terms violation

Amount €320

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review of valid information and proof presented by Slotgard Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Inactive user

1 year ago

Well on my side I have not much more to say. My name and my birth date are exactly as showed in the picture, there is no editing there, what you see in the picture is exactly what you see in my original document. And needless to say I can prove that. I can also attach my many other official documents (passport, driving license, bank statements, etc) with exactly the same name and birth date. Like I said before I have no problem with uploading them so the casino can verify it, or the askgamblers team if needed.

AskGamblers

• Support Team

1 year ago

Dear Slotgard Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Slotgard Casino

• Representative

1 year ago

Hi Carlos,

Please be advised that no attachments are publicly accessible on this website. All relevant information remains confidential and is shared exclusively within the scope of our discussion.

As indicated previously by our 3rd Party Risk Analysis Team, both of the documents you provided have been flagged.
Specifically, the identity document was altered where it was determined that the Name and Date of Birth (DOB) were amended.

These concerns are substantiated by a trusted and reputable Risk and Fraud Service Provider, whose findings indicate that the documents you submitted present a significant risk to maintaining a secure and fraud-free gaming environment. Consequently, we are unable to proceed with any further requests for additional documents.

As outlined in our Terms & Conditions, specifically in Section 47.5 (Refer to the attached screenshot for reference), it states: "If you fail to provide the requested documentation or submit fraudulent documentation, we reserve the right to cancel the payout and/or close or lock your User Account."

While we typically show leniency toward players who may have inadvertently breached our Terms and Conditions, fraudulent activities, such as those identified in your case, are treated with the utmost seriousness. We maintain a strict zero-tolerance policy in these matters.

Regards,
Slotgard Team

Slotgard Casino Complaint Stats

Resolved 3 / 6

Avg. Amount $589

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

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There was zero explanation as to what that meant and they just kept repeating this when I requested to withdraw the $3000 that I had won. I haven't received my refunds yet, but I am very upset with them stealing my winnings like this. Unfortunately I did not see that they had been blacklisted at a few sites for this same type of behavior with other players until it was too late.

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After that i submmited my documents send them,and did deposit 25 euros for account verification.

On the 11th February i got this mail from them:

I hope this email finds you well.

Katherina, your account has been flagged for bonus abuse and as per Terms and Conditions; your account has been closed. Your deposit of euro 25 euros will be refunded to you and you will not be allows to play at LaRomere in future.

LaRomere Terms and Conditions on the website is as follows:

The Company reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Company reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your Casino account in any circumstances including: If you have been designated as a bonus abuser, playing no or low-risk strategies in order to withdraw promotional money.

So i got my 25 euros on my skrill account.

The most weird thing was that they send me another email today :

Dear name

This email serves to confirm that your withdrawal of euro 225.00 has been reversed back to your account.

If you did not request this reversal, please contact our customer support team as soon as possible.

Best wishes

Pierre

LaRomere Manager

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First bonus abuse then fraudulent links

I did play that bonus which they send me the email,i did deposit 25 euros ,i didnt make anything abusing of the bonus.

Why you are giving free spins if you not able to give the money after the wagering

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Hi Paul,

I hope this email finds you well.

Paul we have received feedback from our relevant department. It was found that your gameplay has been associated with negative patterns globally and owing to this risk you will not be allowed to play further at Laromere Casino. As per our terms and conditions at Laromere casino it advises that we do reserve the right to cancel an account, for further review please see the following link- https://www.laromere.com/en/Footer/Static.bet?page=TermsAndConditions , you will find the term and condition that we are referring to under point 12.

Your account has now been locked and your deposit has been refunded. We do apologize or the inconvenience, should you have any further queries, please feel free to contact our 24/7 helpdesk.

Warm Regards,
Avashini

LaRomere Customer Support

For 24 / 7 / 365 customer support, please use one of the following toll-free telephone lines:

UK: 0800 404 9204
Italy: 800 788 535
France: 0800 905 187
Australia: 1 800 124 389
Canada: 1 866 311 6270

There is also a live chat facility available on our web site where you can chat instantly to one of our customer support agents.

Visit site here

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I do not understand how playing roulette with my own money can be a negative pattern!!
I still have not received my deposit back either!!

Unresolved