Complaint #39
Slots.Lv Casino
Cancelled my withdrawal, locked me out for bogus reasons
9 years ago
On march 10th, I opened a slots.lv account. I used one of their bitcoin welcome bonuses, I dont remember exactly which one. I believe the bonus allows up to 8 attempts. I dont remember how many attempts I made, but on the 3rd or 4th try I can super hot and ran my account upwards of 32k. Upon satisfying the playthrough requirements I immediately attempted a maximum withdrawal of $9500. Their software prompted me that I would be receiving $2500 every 3 days until the total of $9500 was withdrawn. March 13th, I received my first $2500, and march 16th I received my second $2500. However, then 10 days passed and I still had not yet received my 3rd installment of withdrawal. Meanwhile, I continued to play almost every day, without using any bonuses or anything like that. Finally, yesterday, I receive an email saying that "I" cancelled my withdraw and I was unable to log into my account.
So I called into customer service and was told I needed to speak with their security team. I then found myself on the line with a man named, Diego, who seemed respectable and reasonable at first. He started asking me all kinds of questions that seemed very bizarre to me. For example he asked me how much I was betting per hand. I told him I was betting between $50-$500 (max bet). He then told me it was very bizarre that I had such a wide betting spread. Are you serious!? How weird is this!? I felt like I was being accused of something, but I didnt know what. He then tells me verbatim "Isnt it also bizarre that you would bet $500 without that much money in your account... Do you think thats good bankroll management?" Once again, I have no idea what is going on here... what do these questions and weird accusations have to do with anything? How does this Diego have any idea what my "bankroll is." When I demand to know why Im being asked these questions, he says because Im violating their terms of service by abusing their bonus. I asked him what he means by this and he tells me that the bonuses are for recreational players and that I have a "winning betting strategy." I didnt realize there were winning betting strategies in online black jack .... Could this get any stranger? At this point I am completely flabbergasted by what Im hearing and almost think Im being pranked by this company. He then asks me if I know anyone else with a slots.lv account. I tell him yes, my mother does, and she also had her account locked. He then tells me that I am violating a second term of service by multi accounting. I ask him how exactly I broke this term and he responds "I dont have to tell you." I know that they havent linked IP addresses because I have never logged onto my mothers account ever and she has never logged onto mine ever, let alone from the same house. I demand to know what evidence he has of my multi accounting and he assures me he has evidence, but he wont tell me what it is. The only possible way they could associate my account with my mothers is by noticing that the bitcoin she used to deposit was once on my computer. I sent her bitcoin, to her own wallet, which she used to deposit. Is this against the rules? He attempts to conclude the phone call by asking me if I have any questions, so I once again inquire about this so called evidence that I am multi accounting ... he responds verbatim "Ill have the evidence by the time Im done investigating you." I recorded this phone call and will provide it to anyone who thinks they can help me in this matter.
I was told that my account would continue to be under investigation and I would not have access. Slots.lv is clearly stretching every possible truth of the imagination to rationalize not paying me.
So I called into customer service and was told I needed to speak with their security team. I then found myself on the line with a man named, Diego, who seemed respectable and reasonable at first. He started asking me all kinds of questions that seemed very bizarre to me. For example he asked me how much I was betting per hand. I told him I was betting between $50-$500 (max bet). He then told me it was very bizarre that I had such a wide betting spread. Are you serious!? How weird is this!? I felt like I was being accused of something, but I didnt know what. He then tells me verbatim "Isnt it also bizarre that you would bet $500 without that much money in your account... Do you think thats good bankroll management?" Once again, I have no idea what is going on here... what do these questions and weird accusations have to do with anything? How does this Diego have any idea what my "bankroll is." When I demand to know why Im being asked these questions, he says because Im violating their terms of service by abusing their bonus. I asked him what he means by this and he tells me that the bonuses are for recreational players and that I have a "winning betting strategy." I didnt realize there were winning betting strategies in online black jack .... Could this get any stranger? At this point I am completely flabbergasted by what Im hearing and almost think Im being pranked by this company. He then asks me if I know anyone else with a slots.lv account. I tell him yes, my mother does, and she also had her account locked. He then tells me that I am violating a second term of service by multi accounting. I ask him how exactly I broke this term and he responds "I dont have to tell you." I know that they havent linked IP addresses because I have never logged onto my mothers account ever and she has never logged onto mine ever, let alone from the same house. I demand to know what evidence he has of my multi accounting and he assures me he has evidence, but he wont tell me what it is. The only possible way they could associate my account with my mothers is by noticing that the bitcoin she used to deposit was once on my computer. I sent her bitcoin, to her own wallet, which she used to deposit. Is this against the rules? He attempts to conclude the phone call by asking me if I have any questions, so I once again inquire about this so called evidence that I am multi accounting ... he responds verbatim "Ill have the evidence by the time Im done investigating you." I recorded this phone call and will provide it to anyone who thinks they can help me in this matter.
I was told that my account would continue to be under investigation and I would not have access. Slots.lv is clearly stretching every possible truth of the imagination to rationalize not paying me.
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