Complaint #11 SlotJoint Casino

Unjustified confiscation of my €2200 legitimate winnings

By Ying Z.

9 years ago

Hi,

I'm turning to file a complaint on Askgamblers as I have no other way to address my dispute with Slotjoint Casino, let alone resolve the dispute.

The issue:
Slotjoint has voided a €2200 withdrawal and closed my account without specifying the exact reason or providing any evidence regarding multiple accounts.

These are the facts:
- I've registered some time ago for Slotjoint and played occasionally
- I've once withdrew €200 a few months ago. My ID and proof of address were verified at that time. This took over a week.
- I've made a deposit on the 9th of December 2016 and was lucky to withdraw €400 after fulfilling bonus requirements.
- I reverted the withdrawal as I felt lucky. I played with much high stakes as usual as I had the cash I could push for a big win. I eventually making won and requested a €2200 withdrawal.

I was joyous as it was a long time ago that I won a big prize. However on the 12th December i received an email that my withdrawal was void because of the following:

"Per a review of your account we have determined that you have created multiple accounts at our casino, which is in violation of paragraph 2.3 of our Terms and Conditions. As a result I regret to inform you that your account balance was reset to zero and your payout request has become void. The multiple accounts you created will remain closed pending an investigation."

I was shocked as this is my only account. Investigation should have pointed out that:
- The deposit history proves that I'm a serious player and making regular deposits.
- This was my sole account and I played fair according to all rules.
- My account was verified & a previous withdrawal was processed. This was also a reason why I trusted Slotjoint as a reliable and fair casino and continued playing.

Voiding my withdrawal in my opinion is disproportionate and unfair, especially as I'm playing fair.
I understand that the T&C's, eg a rule of one account per communal living environment is to protect a casino from abuse and fraud.

However, Slotjoint should not exercise this right or use this disproportionate measure to punish a small player like me who is finally lucky for a change.

It is not reasonable to expect that I can know if someone ever has played or registered before from the same IP, address or location, or even expect that I may or may not had a abandoned account due to large number of casino's out there.

Fact is that I was playing with a sole verified account in good faith. Slotjoint should just payout the winnings that I'm entitled to.

I hope you can help me resolve the matter and get my €2200 back from them.

Best Regards,

Ying

Disputed Casino SlotJoint Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of SlotJoint Casino where it is clearly displayed that player had shared his IP and address with other players. Player by these actions violated general casino term #2.3.

Only one Player Account is permitted per person, house, building, mailing address, phone number, IP address, family, Device or Shared Environment. If more than one Player Account is created per person, house, building, mailing address, phone number, IP address, family, Device or Shared Environment then We will close all related Player Accounts and not pay out any winnings or refund any deposits. Family includes, but is not limited to, parents, partners, spouse, children, siblings and close relatives.

Based on the above and that player's deposit was returned, AskGamblers Complaints Team considers this case as Resolved and it is now officially closed. In a case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for SlotJoint Casino.

SlotJoint Casino Complaint Stats

Resolved 25 / 25

Avg. Amount $1,339

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

SlotJoint Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

SlotJoint Casino Complaints

See all complaints for this casino

No verification and no desire to withdraw the winnings

From November 29, I sent a document regarding my verification and from time to time they wrote that something was missing. Until finally on December 3 they wrote that they have 3 business days to verify me. Today is December 8th and still no my verification and I wanted to collect my winnings from the casino.

Resolved

€11,300

Still no payment after 1 month

I won $1200 on 7th April 2022 and went through withdrawal process to receive my winnings of $1200. I Received first email from them on 9th of April reg First Payout Verification. Sent them the valid documents needed. Had resent couple of times as images were blurry. Anyway, after bout a week, I reached out asking for update. They replied by saying had maintenance done and that they have sent email to Payment and Finance team. I got that answer back most times I spoke to them, via LiveChat or emails.

It is now 12th May and still has not received my $1200 because they're saying they are having technical issues. I sent proper verification documents and also gave them my banking info. I keep bugging them & they said they're waiting on their payment team. Its been over a month!!

Resolved

Withdrawal of 3000

I won 3000 on march 28 and withdrawn 3000 on march 29 of 2022. They had maintenance done on april 12 of 2022. I have not received my 3000 because theyre saying they are having technical issues. I went through verification and also gave them my banking info. Its been a month and four days. I keep bugging them & they said they're waiting on their payment team.

Resolved

$3,000

Withdrawals error

I have tried to make a $100 withdrawal several times since September 18th but no luck yet.

On my transaction history, my initial Neteller withdrawal displayed "error" despite I had made some other Neteller withdrawal successfully before. I contacted support, via live chat and told me to have it cancelled and request it again which I did.

After some days I checked again and the same happened. I contacted again support and told me to try again and asked me my Neteller transaction history to check that it didn't go through; which I did. They also said that Financial department would take the case but I think I only was contacted by them to send the Neteller transactions history, which I did twice as requested. When I contact support now they tell me that the case is being taken by financial department and told them to get in touch or solve it but I just checked and still the same

Thank you for your help

Resolved

$100

My 100 bucks disappeared

I have reported this before but I didn’t not add any proof. I was told I could resubmit.

On June 5 2021 I sent a $50 Etransfer to slot joint casino.
The money was debited from my account and I was notified that the transaction was complete and deposited on there end.
The money did not show up on my balance. I contacted their chat and was told that it could take up to 24 hours or it may just bounce back to me in 9 days.
I was not happy about it but it is what it is.

On June 7 2021 I sent another $50 deposit via Etransfer and again it was debited from my account and showed completed.
The money never appeared in my balance in their end.
They claimed they never got it.
I sent them pictures of my account activity which showed 2 Etransfer withdrawals with it being completed on their end.
The person on chat repeatedly told me that they never got it.
I asked them where it would have gone then. They didn’t know.
They were gonna escalate my complaint to the finance department. I was contacted by some one and they told me that it would be returned in 9 business days.
I contacted the slotjoint chat person on June 17 2021 and told them the money had not been returned to me yet. Again they told me that they would escalate it to the finance department.
I emailed the support email all my pictures of my bank statement and pictures of the Etransfer completion. Also a picture on the pop up screen from their site that said deposit was successful.
I then stated getting email wanting my bank statement. I sent them what I had and explained that I deal with an online bank and I can’t get my June statement until the second week in July. I sent them what I had again. They kept emailing me back telling me that that won’t work.
I then again told them that all I have. I even sent them the screen shot of the request for June statement is not available.
I was told 9 days and it would be returned, and here we are 3 weeks later and I still don’t have my money.

I should also add I have been playing at this casino for years. And I have still played since this happened. I just want my $100 back.

Resolved

$100

Withdrawal drama

Hi,

On the 24th April I won $1000 x 2 at slotjoint, I did my withdrawal on both amounts separately but on the same day. They checked out one within 1 day and the other 3 days later. On the 29th they accepted my withdrawal and paid me out according to them.

This is a bank transfer to which they say 2 to 8 days for clearance. I've had withdrawals from multiple casinos all via bank transfers and it's taken max 2 days, my bank also said it's not a long process. It's now the 11 th May and no funds. I've repeatedly spoken to them to which I get the same answer you need to wait.

I then get an email from them saying there processing bank is having technical difficulties and my withdrawal is still sitting there and not processed ??? They said to contact them on Monday there time, in which I did and now they are saying you need to wait we have no update for you.

It feels very wrong and like they are purposely stalling me. I would like some help please

Resolved

$2,000

Money successfully withdrawn from my bank account

I would like my money back as it was withdrawn successfully I've checked with my bank & it was not put into my casino account. I've had numerous chats with live support since the 11/12/2020 which I have screenshots of I also provided the casino with the screenshot of the money being taken out of my bank account.

Resolved

$30

Withdrawal delayed more than 30 days of following up with the financial team

on april 26th, i requested a withdrawal of 1200$via swift bank transfer. after 8 days i had still not received my withdrawal, so i contacted the support staff via email. they requested a bank statement to ensure i had not received it, and upon reciept they stated they had resent the payment. i waited 8 more days and still nothing. i contacted them again with a new bank statement once again proving i had not received it. i requested they change payment type to an interact e-transfer. i have contacted them multiple time since then, and they keep telling me they will "follow up with the financial team" and contact me when they hear back. still no response from the financial team over 30 days later.

Resolved

$1,200

Waiting 2 months for payment

On April 7/20 I requested to withdraw $1100 from slotjoint casino (CAD), I deposited $150. I verified my documents, however I used my debit MasterCard which does not have my name on the front unless I request it from the bank. As it was required for verification, I went into my bank to request a new debit MasterCard with my name on it. I received this on April 30th and uploaded a picture of it. I was informed that my withdrawal would be sent to be verified and paid and I would receive notification of payment. By May 7th I still hadn’t heard anything so I enquired and was told payment was sent on May 5. On May 11th I received an email that the payment had been sent back as the bank required more information than what they requested (swift code). I sent that in immediately and was told payment was made on May 12th. However, 8 business days had passed and still didn’t receive payment. On May 23rd, they requested bank statements, which I sent. On May 29th after not hearing anything I emailed and they requested another bank statement. On June 2nd I followed up with an email - the response was payment was made on May 5th and then requesting Bank statements to show I didn’t receive it. I was patient and understand they are probably short staffed but now I am getting requests to do things I have already done and saying payment was made May 5th when they informed me that it was returned. I have waited 2 months and would like to receive my payment.

Resolved

$1,100

Slow on account verification

Hi,

I have opened an account at SlotJoint Casino on the 14th May , deposited and won.

as usual I then tried to verify my account in order to get my withdraw approved .

I uploaded my driver license and proof of address , but ever since documents are in "waiting for approval status".

Problem is i'm unable to get in contact with them in any channel.

They don't answer the phone on the support number and referring to the live chat, the live chat is offline for the last 3 days "due to high volume" and they don't replay to any of my emails.

I'm worried they will just wait till I lose hope...

Would appreciate your help.

Thank you

Ely < surname removed >

Resolved

£6,000