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SlotsMillion Casino - Withdrawal denied and account frozen for ''non-recreational use of bonuses''

REJECTED
Complaint Info
Disputed casino SlotsMillion Casino
Reason Bonus terms violation
Inactive user
Posted on July 3, 2020

Hey,

I played on SlotsMillion and was fortunate enough to make a withdrawal after playing with the given bonus money. However, they contacted me via email that they have to check a couple of things before letting it through.

After that they had denied the withdrawal and froze my account. Had to contact them myself to ask what seems to be the problem as they did not inform me after the first message in any way.

The answers I got were copies of paragraphs of their bonus terms. I wanted their clarification on which exact bonus terms did I break because in my opinion I didn't break any of their terms. (Please see the 2 last point under our bonus terms: 12.3.2, 12.3.3). I went through these couple of times and still could not figure out what seemed to be the issue.

Never got the answer for the clarification, and so the case remains unresolved.

The casino's customer service seems swift and kind in their responses, but lack the will to help in resolving this.

I hope you could assist me on this matter.

AskGamblers
Posted on July 3, 2020

Dear @jviitanen88,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Inactive user
Posted on July 4, 2020

Hey,

Thank you for your fast response.

Please find my banking history and betting history attached. Here you can see the amount of my deposit / withdrawal as well as played game and the amount of stake.

The game I played is not on the forbidden list of games.

Please do not hesitate to contact me if you need any further information.

Posted on July 6, 2020

Dear JVIITANEN88,

Our fraud team has identified that your registration information as well as your playing pattern is clearly identical to the other Finish Welcome Offer bonus abusers. For that reason all bonus wins have been voided in line with our Bonus Terms and Conditions 12.3.3.

If you are not satisfied with the resolution of your complaint, you may refer to our alternate dispute resolution (ADR) entity, Promediate, which can be contacted through the website https:­//w­ww.p­ro­med­iat­e.c­o.uk, at enquir­ies­@pr­ome­dia­te.c­o.uk or by telephone at 0203 621 3908

Best regards,

SlotsMillion team.

AskGamblers
Posted on July 6, 2020

Dear SlotsMillion Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information 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 suppor­[email protected]­skg­amb­ler­s.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.

Thank you in advance.

AskGamblers
Posted on July 7, 2020

Dear all,

Following a careful review of valid information and explanation presented by SlotsMillion 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.

SlotsMillion Casino Complaints

  • 53 of 53 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 1,910 USD avg amount

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