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Slotty Vegas Casino - Fabricating excuses to confiscate legitimate winnings

RESOLVED
Complaint Info
Disputed casino Slotty Vegas Casino
Reason Declined payment
Amount € 2000
dzuliatsub Estonia
Posted on June 3, 2020

I live in Estonia, I am aware of some gambling restrictions, some websites restrict me from access and some allows me. I joined Slotty Vegas and selected Estonia from the drop down. I deposited 3 times in the first week and lost, in the second week i deposited and run my balance upto €2000 and cashed out. At this point Slotty Vegas closed my account and said I used a VPN, I did not use a VPN, i don't know how to. So I've told them its a mistake and prove it and they refuse to.

I used an affiliate to join called Classybeef, I spent many hours watching their Twitch Stream and they heavily promote Slotty Vegas on the Channel. So when i asked them for help Espen from Classybeef told me the case is closed because i am not allowed to play at Slotty Vegas due to "Government Rules in Estonia". Yes its a tricky subject for Online Gambling here i Estonia but sometimes its ok and I've successfully played and won at other online sites. There is nothing in Slotty Vegas terms to say I was not allowed to play, and like i said they have Estonia in the drop down selection upon registration. Other country's are not available in this dropdown like the UK for example but Estonia was. I explained Slotty Vegas allowed me to deposit 4 times in 2 weeks, and they made the decision, not my Government, to close my account and offer me just one deposit refund. They took the decision to allow Estonian Players to join. Why do so if its a problem? Espen said I must of used a VPN to get around the Government restrictions but this is not true, my internet provider allowed me to access the Slotty Vegas.

I have to question Slotty Vegas intentions to have Estonia in the drop down if they believe the Government doesn't want you to play. I also am concerned about Classybeef who receive 40% in commission on anyone's losses who they to refer to any Casino. I trusted Classybeef but for Espen to just say Slotty Vegas is allowed to keep my deposits and winnings because i shouldn't be playing but they let me play is absurd. I also question how Twitch allows these slot streamers to gain massively from these channels with direct deals to the Casinos they are promoting but thats another story. Hopefully you guys here can look into this and make things right.

dzuliatsub Estonia
Posted on June 3, 2020

To add from my experience asking the affiliates for help, they said...

Aff - "You can't even access the site in Estonia because the Government has banned it. I know Estonian people are allowed to play but people in Estonia are not"

So he automatically thinks I did use a VPN for this reason without actually getting any proof from SlottyVegas. My Affiliate promoted Slottyvegas to me after i selected Estonia on their website. Once you put your Country in they give you the list of Sites you can play at.

I can't understand why SlottyVegas has the option to select Estonia as my current address, as you can in the screenshot attached to my complaint, if they decide its not possible to play in Estonia and claim I must of used a VPN to get around Government restrictions. Why give the option to register with my Address if its a problem and let me play multiple times. If they are certain the Government stops it, why offer it? In what circumstance can someone select Estonia and play successfully with them? Somethings going on here. Lose/Lose for me and Win/WIn Situation for them.

Posted on June 3, 2020

Hi Dzuliatsub,

Apologies for the issue you're experiencing.

From what you're saying, I have my suspicions that it could be that your internet service provider may be routing its traffic through an offshore datacentre, which you would be completely unaware of.

I'll look into this for you and revert very soon.

Kind regards,
Karl
Head of Brand

Posted on June 3, 2020

Hi again Dzuliatsub,

Thanks for your patience whilst I investigated this matter.

It would appear that my suspicions are correct. Our fraud system is flagging your account due to IP jumps out of the country, however, it would appear that this is due to your internet service provider routing its traffic through an offshore intermediary datacenter, which results in an IP address which is not consistent with a resident in Estonia, hence you(and we) would be unaware that this is happening.

I'd like to apologise for the inconvenience that this has caused you, and I've spoken with the risk team so that they reopen your account and reinstate your funds.

If you have any issues, please do not hesitate to reach out to me personally.

Kindest Regards,
Karl
Head of Brand

dzuliatsub Estonia
Posted on June 3, 2020

I am so glad to hear this Karl and i hoped for this day to come. I new we could solve this, I just wish i spoke directly to you a Month ago. Thanks Karl and a special Thanks to Ask Gamblers.

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