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Slottica Casino - Delaying withdrawals and closing account

Complaint Info
Disputed casino Slottica Casino
Reason Account closure
Amount € 352
Posted on December 19, 2019


I created an account on Slottica about a week ago and did a few deposits and three deposits in i won around 1500 €.

I contacted the live chat asking why the amount still was available on my account when the withdrawal was pending, i got the answer that thats is the way it works and i can not lock the withdrawal. Weird i thought.

Then the person in the live chat wrote to me and asked if i was intrested in having a private manager who i can contact, so i said yes because i just wanted to withdraw the money as fast as possible. then the ”manager” called and telling me i can not withdraw with the payment type i deposited with (VISA card) and asked me to withdraw with Skrill so i tried that but it didnt work cause a ”technical error”. another person wrote to try with EcoPayz, so i did, and guess what a technical error, again. The finance department at Slottica contacted me asking me to withdraw to my Visa Card which the swedish ”manager” had told isn’t an option. Obviously he gave me this information trying to delay me so all of a sudden i would loose my winnings.

But after 4 days the amount 1430 € was transfered to my bank account. Great i thought, i had 70 euro left on my account which i won up to 352 € and did a new withdrawal of 190 €. I got a chat message from a support agent saying ”Hi, since we know you have a gambling problem we will close your account. Regards, Slottica”.

Nothing said about the amount of the 352€ I had left, just close the account. And the assumption that i have a gambling problem i dont know where they suppose to have gotten that information from since i did around five deposits and my last one was five days ago and won more then I lost. So they assume i have a gambling problem when im winning and hadn’t done a deposit in five days? If i was loosing and did more and more deposits im pretty sure they wouldnt close my account (reading from other reviews). So they assume a person have a gambling problem and close that persons account without paying out the 352€ that was left on the account? Absolute disgusting behaviour.

Posted on June 17, 2020

Dear all,

This complaint has been reopened as per Slottica Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on June 19, 2020

Dear player,
We apologize for the situation.
Our manager blocked your account by mistake but we noticed this on time and within 24 hours your account was unblocked again. We have already worked with the manager to avoid similar situations in the future.

Regarding the claim about delaying the payment of winnings: unfortunately, sometimes casinos may experience an increased load, especially when it comes to hot months such as December is. We ask you to pay your attention to the fact that the pop-up when applying for withdrawal indicated the average time for processing withdrawal applications, which may increase in the case of a large number of requests.

We pay the winnings, and we are sure that you have already seen this, because you have already received payment of your winnings from us.

To smooth out the current situation, we would like to invite you to apply for an account unlock so that we can compensate for the funds which were played due to the current situation.

Posted on June 19, 2020

Dear @Gubbmano,

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.

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