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Slots Heaven Casino - Refusing to pay with unjustified reasons!

Complaint Info
Disputed casino Slots Heaven Casino
Reason Declined payment
Amount £ 1467
eli16 United Kingdom Message
Posted on March 16, 2016

Slots Heaven have kept me waiting for a long long time to receive my withdrawal. They are now saying that they are not willing to pay me. The withdrawal amount is for £1467 which I withdrew on February 11th. Their reason for not paying me is unjustified. I am hoping you can mediate with them for me because they are not helping me at all.

Posted on March 18, 2016

Hi there,

This customer was found beyond any doubt, via a number of technical, geographical and financial markers, to be engaging in bonus abuse via collusion with other customers.

Under guidance from our regulator, we are advised not to share the details of our investigations so as to prevent such people from refining their techniques in future.

Accordingly, this customer’s winnings were forfeited in accordance with our T&Cs – Section 5.1 (xxiv) and Section 16.1 (ix). Although our T&Cs allow for full forfeiture of customer balance (including deposited funds), given our intention is simply to undo the collusion attempts and not benefit from it, deposited funds have been returned.

The customer has been advised of the established dispute resolution mechanism as provided for in our T&Cs.

Best Wishes,

Posted on March 21, 2016

We are still in the communication with the casino regarding the case.

Posted on March 29, 2016


We would like to point out that we have a contract with IBAS - a specialist independent 3rd party arbitration service offering effective dispute resolution for customers who have an unresolved dispute. As per the Complaints Handling Policy in our Terms and Conditions, If the customer is dissatisfied with the answer provided by the Casino he has the right to raise a formal complaint with IBAS.

We are obliged to fully cooperate and support IBAS’ investigation and comply with any ruling they make.

IBAS’s decision will be final (save in respect of any manifest error) subject to full representation given to all parties involved. No dispute regarding any Bet will result in litigation, court action or objection to any remote operator’s licence or personal licence unless fails to implement the decision given by IBAS.

For full information regarding their service and the procedure, please visit

Best Wishes,

Posted on April 2, 2016

AskGamblers Complaints Team have been in direct communication with Slots Heaven Casino representatives over the last couple of days in an attempt to find a possible resolution of this complaint. Unfortunately, we can confirm that our team has not been provided with indisputable and sufficiently convincing information and/or evidence that could justify the relevant casino actions applied in this particular issue.

We recommend to the player to seek further help with a licence authority of Slots Heaven Casino.

In this situation, AskGamblers Complaints Team have no other option, but to close the case as Unresolved.

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