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Slotgard Casino - Account blocked because of documents

REJECTED

Complaint Info

Disputed casino

Slotgard Casino

Amount

€ 320

Inactive user
Posted on January 28, 2025

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.

Posted on January 29, 2025

Dear Carlos,

I hope this message finds you well.

Following a review by our Finance and Risk Teams, I regret to inform you that the verification documents you submitted have been thoroughly examined. As part of our standard procedure, it is a requirement for all new players to submit documents in order to verify their account and process their first withdrawal.

These documents undergo verification through our trusted third-party Risk and Fraud service, which is commonly utilized by reputable online casinos to ensure compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations.
In this case, after cross-checking the documents submitted, our Risk and Fraud Team has flagged the following (which can also be found attached to this message):

1. Your Identity Document was declined as it was determined to be altered/edited.
2. Your Passport was flagged as a screenshot.

As a result, we have no option but to close your account and forfeit any remaining funds.

This action is taken in accordance with our Anti-Fraud Policy, which is in place to maintain a secure and fraud-free gaming environment for all players.

We trust you understand the importance of adhering to these regulations.

Wishing you all the best moving forward.

Kind regards,
Slotgard Team

Inactive user
Posted on January 29, 2025

Dude first of all delete my documents right now.

Inactive user
Posted on January 29, 2025

Sorry I thought the documents were posted in public, the support team already showed me it's private so no problem on that side.

In response this is very simple. My passport is not a screenshot, it's a photo I took, but if you need a new one I have no problem uploading it or even a selfie with the document, a videocall .... . And my ID how is it exactly altered?? I can re-take the picture for document as well and same thing whatever you need selfie, videocall....

I think it's pretty clear how this casino is not operating in good faith.

Posted on January 31, 2025

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

AskGamblers
Posted on January 31, 2025

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.

Inactive user
Posted on January 31, 2025

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
Posted on February 3, 2025

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.