SlotsPalace Casino - Casino didn't pay the full amount

Dear SlotsPalace Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all, at the moment we are awaiting a reply from the relevant department on this case. We will give you reply - shortly.

Dear Customer,
Thank you for reaching out.
Let us inform you that your game account as well as your activity was thoroughly reviewed and as a result of it, your game account with us was permanently closed, the remaining winnings were deducted and the last deposit was returned to you.
We would like to make reference to the Terms and Conditions of our website that became grounds for our actions mentioned above:
9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
<...>
colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
<...>
9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
<...>
- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;
- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
<...>
Should you have any further questions, please, do not hesitate to contact us.
Best regards,
Slotspalace.com

Dear SlotsPalace Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence 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 suppor­t@a­skg­amb­ler­s.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. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

I havent broken any of those terms.. I dont know what the casino is talking about. I just played with the welcoming bonuses and won some money.. Thats all there is to this matter.

Dear AskGamblers Team,
Thank you for your reply.
Let us inform you that an email has been sent to you with a detailed explanation of the issue along with all the relevant facts and evidence that support our accusations against the player.
In case of any further questions, please, let us know.
Best regards,
Slotspalace.com

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the SlotsPalace Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear all,

We are still checking issue with relevant teams. Thank you!

Dear AskGamblers Team,
Thank you for your reply.
We would like to inform you that after an additional review of the case, a decision was made to proceed with paying out the remaining winnings to the customer. The payment in the amount of 1,200 EUR has been already processed by our side to the customer's bank account yesterday.
We would also like to point out that the player's game account with us will remain closed.
We hope the above settles the case for you. In case of any further questions, please, let us know.
Best regards,
Slotspalace.com

Dear @editkaukolahti,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.