Complaint #1
SlotsUK Casino
Account closure and confiscation of winnings without giving any reason
6 years ago
I have opened an account with slotsuk today, made a deposit of 200, received 100% bonus, and managed to complete the wagering requirements. I made a withdrawal of 550 eur and received an email after about an hour that my account has been closed. I was trying to get more information from live chat but the only thing they told me was that everything is stated in the email. However, the reason for that is not given. I also did not receive any email from slotsuk, only from acelucky casino which is their sister site, but they closed both of my account (acelucky and slotsuk).
The email they sent me was this:
Dear Lauris,
This email is to inform you that following a thorough review and assessment, we have decided to bring our business relation to an end and to cease providing you with our services commencing on 17/07/2019 at 15:40 GMT time.
Commencing on that date and time, your client account will be closed and you will not be able to access it and/or perform any action through it.
If you require any further assistance, please contact our Customer Support team available through Live Chat or email at: customersupport@instantgamesupport.com
Kindly note that we still need a Screenshot of the deposit done via Neteller as well.
I sent them the screenshot of my neteller deposit, but I sent them the one that was done for acelucky casino as that who I received the email from.
By the way I already had received a withdrawal from acelucky casino before and I had my documents sent to them, my passport, my utility bill and ewallet screenshot.
I have no idea why they closed my account and they are not willing to give me any reason. That is probably because I just managed to win money from their casinos rather then lose.
P.S. I understand that I am writing not only about slotsuk but acelucky casino as well, however, as the chat explained me it is their sister site so basically they told me if I received an email from acelucky casino the same thing counts for slotsuk. For me that is a little bit weird but either way the problem remains the same - my account has been closed with my money inside.
The email they sent me was this:
Dear Lauris,
This email is to inform you that following a thorough review and assessment, we have decided to bring our business relation to an end and to cease providing you with our services commencing on 17/07/2019 at 15:40 GMT time.
Commencing on that date and time, your client account will be closed and you will not be able to access it and/or perform any action through it.
If you require any further assistance, please contact our Customer Support team available through Live Chat or email at: customersupport@instantgamesupport.com
Kindly note that we still need a Screenshot of the deposit done via Neteller as well.
I sent them the screenshot of my neteller deposit, but I sent them the one that was done for acelucky casino as that who I received the email from.
By the way I already had received a withdrawal from acelucky casino before and I had my documents sent to them, my passport, my utility bill and ewallet screenshot.
I have no idea why they closed my account and they are not willing to give me any reason. That is probably because I just managed to win money from their casinos rather then lose.
P.S. I understand that I am writing not only about slotsuk but acelucky casino as well, however, as the chat explained me it is their sister site so basically they told me if I received an email from acelucky casino the same thing counts for slotsuk. For me that is a little bit weird but either way the problem remains the same - my account has been closed with my money inside.
Screenshot
