Complaint #6
Slotobank Casino
Slotobank casino - Cancel my withdraw requests and blocks my account.
11 years ago
Hello dear sirs. My name is Odysseas Brokos I have some winnings in slotobank casino, around 1800-1900 euros. I asked at the online support what is the required documentation so as to verify my account and make a withdrawal. I sent the requested documents (my ID and telephone bill number) on 16/08/2014. On 21/08/2014 after many questions I was informed by the online chat support that my documents was approved and that I could withdraw the next day, Friday 22/08/2014. So the next day I made a withdrawal request of 500 euros and it was rejected with the excuse that my payment method is under maintenance and they told me that I should try to withdraw again on Monday 25/08/2014.
So again I made the withdrawal request on Monday 25/08/2014 for 500 euros and it was once again rejected, informing my via email that I have to send my ID document for approval, and at the same time my account was blocked. The ID document was already sent on 16/08/2014 and on 21/08/2014 I was informed by the online chat support that it was confirmed. When I asked why my account was blocked, I received the following answer:
"Sorry for the inconveniences caused, your account is under review at the moment, it will take 10 business days. Thank you for your patience."
I asked them via email: “what exactly do you mean review my account?” and I didn’t receive any answer.
I have played in several casinos and I have never dealt with such problems. This is the first time that such an incident occurs, and the answers that I receive from the people in charge do not suit to a serious casino. I demand a reasonable explanation for the reason that my account was blocked, and why did the payment requests was rejected using inappropriate justification.
Moreover the slotobank casino allows withdrawals only on Mondays, Wednesdays and Fridays, something that was never officially stipulated on their terms and conditions, and the customer can only learn it when he attempts to make his first withdrawal. And lastly, you allow only one withdrawal application for each of these days with a daily limit of 500 euros maximum. Such a practice, I have never met in any other casino.
So again I made the withdrawal request on Monday 25/08/2014 for 500 euros and it was once again rejected, informing my via email that I have to send my ID document for approval, and at the same time my account was blocked. The ID document was already sent on 16/08/2014 and on 21/08/2014 I was informed by the online chat support that it was confirmed. When I asked why my account was blocked, I received the following answer:
"Sorry for the inconveniences caused, your account is under review at the moment, it will take 10 business days. Thank you for your patience."
I asked them via email: “what exactly do you mean review my account?” and I didn’t receive any answer.
I have played in several casinos and I have never dealt with such problems. This is the first time that such an incident occurs, and the answers that I receive from the people in charge do not suit to a serious casino. I demand a reasonable explanation for the reason that my account was blocked, and why did the payment requests was rejected using inappropriate justification.
Moreover the slotobank casino allows withdrawals only on Mondays, Wednesdays and Fridays, something that was never officially stipulated on their terms and conditions, and the customer can only learn it when he attempts to make his first withdrawal. And lastly, you allow only one withdrawal application for each of these days with a daily limit of 500 euros maximum. Such a practice, I have never met in any other casino.
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