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SlotV Casino - Delaying payments and looking for reasons not to pay my winnings

Complaint Info
Disputed casino SlotV Casino
Reason Delayed payment
Amount руб. 31700000
99frankov Russia
Posted on February 14, 2019

In December 2018, I won about $ 650,000 (43,000,000 rub) at the casino, I immediately provided all the necessary documents for verification and my account was completely verified.

Immediately after verification in one day, the casino derived 5.000.000 rub according to their limits (5.000.000 rub per month).

Then, on January 1, 2019, I ordered another 5,000,000 rub and this time the payments have already lasted 2 weeks, although the rules of the casino say that the findings are processed in up to 24 hours. But all 5,000,000 rubles were paid.

On February 1, 2019 I also ordered 5.000.000 for webmoney, I was paid 700.000 rub, but on February 3 I had to cancel the payment for webmoney and order it for bitcoin due to the blocking of my webmoney wallet. After that, I was paid another 600,000 rub on February 6.

Payments stopped at this and on February 8 I received a letter demanding to go through Skype verification, in order to make sure that the account belongs to me. Although my account was already fully verified, I was paid and since I won (I didn’t deposit or wager at the casino from December 15, 2018. The next day (February 9)

I went through Skype verification, but on the same day I received a letter that the first The Skype verification stage was successful, but the second Skype verification stage is necessary. On February 10, I passed the second Skype verification, during which the employee said that the verification results will be during the day, but I was not informed about the verification results neither 10 nor 11, nor February 12.

February 13 I The writing a letter demanding the casino manager to explain why delayed verification of my account. He received the answer that my account is currently being tested casino security service, as well as provider and this check can take from 7 to 14 days.

Sorry for my bad English

Posted on February 15, 2019

Hello, 99frankov!
We apologise for the delay in responding to the verification results of your account. And today, the letter was sent to your e-mail address containing all the necessary information regarding your request.
According to the results of the verification, we have found out that you have a duplicate account with an email address gre*[email protected] While checking the activity of both accounts, we have good reasons to believe that both accounts belong to you. This action violates clause 5.5 of the Terms and Conditions that you have accepted during registration.
Also, as a result of the verification, some facts were set, directly and indirectly indicating that you have another account or explicit collusion with the account owner associated with the e-mail address [email protected], which violates paragraph 10.1.5 of the Terms and Conditions, that you have accepted during registration. For the purpose of additional verification, we have initiated a request to the game developer Blueprint Gaming Ltd to conduct an internal investigation of the above accounts. However, at the time of writing this letter, the investigation has not been completed, and this is what caused the delay in response to you.
Based on the above, we have decided to deny you service and block your account without the right to restore it according to paragraph 10.3 of the Terms and Conditions that you have accepted during registration.
If you do not agree with our decision, you may file a complaint with our licensing authority by clicking here - https:­//v­ali­dat­or.c­ur­aca­o-e­gam­­m/v­ali­dat­e?d­oma­in=­csl­­m&seal_id=0bc54e98e5984c32125810c93b2271bfee129bb049d652a5e7dd489095c9223b028ae006a4e5c102803d554fec5f0c9a&stamp=1e5fd91f8a05ced5fa21b53036bda379

99frankov Russia
Posted on February 15, 2019

Yes, do email gre*[email protected] and the registration was made in your casino. But this account is not filled even personal information, there are no deposits and any rates. So same account with mails gre*[email protected] was registered later this account and according to your rules you can recognize it as a duplicate and cancel all bets and winnings there, the current account is not a duplicate.

To the second same email ([email protected]) I have nothing to do with it. I require at least proof of my connection with this email and / or account registered on this email. Think your lock is illegal and need to unlock the account.

99frankov Russia
Posted on February 15, 2019

and point 10.3 of your rules, on the basis of which you blocked me, speaks of collusion and fraud. Therefore require more than the evidence of my relationship to the account address [email protected] more proof of any conspiracy and fraud.

Posted on February 18, 2019

Denis, we gave you an answer regarding blocking of the account, all the facts that prove the existence of a duplicate account, as well as collusion between the players will be provided to the licensee.

Posted on February 18, 2019

Dear SlotV Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­

Thank you in advance.

99frankov Russia
Posted on February 18, 2019

Thanks to the team AskGamblers, I will wait for a response from the casino and the results of your test

Posted on February 21, 2019

Askgamblers, your portal is a third part to which we do not have the right to transfer information about the player without his consent. In order for us to have the right to send you the results of the check, we need the user to give his official consent by sending us a letter to the email [email protected] with a request to transfer information about his gaming activity to the Askgamblers portal.
Askgamblers, You will receive an detailed answer but we can not to provide you with the clients personal data so it will be hidden from you.

99frankov Russia
Posted on February 24, 2019

When checking the team askgamblers please pay attention to the fact that the account is registered in the mail gre*[email protected] no personal information has been filled in and no deposits have been made. And the rules of the casino (https­://­slo­­p/e­n/i­nfo­/te­rms­and­con­ditions paragraph 5.5) cancellation of bets and blocking is allowed only to duplicate accounts, and the main account that was blocked is not a duplicate.

99frankov Russia
Posted on February 24, 2019

and that even the creation of duplicate accounts in itself is not a fraud under any legislation. And my account was blocked in accordance with paragraph 10.3 of the Terms and Conditions

Posted on February 25, 2019

AskGamblers Complaints Team requested additional evidence and information from the SlotV Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

Posted on March 1, 2019

Dear AskGamblers, we sent you a letter.

Posted on March 1, 2019

AskGamblers Complaints Team is awaiting SlotV Casino team to provide the required information.

Posted on March 22, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

99frankov Russia
Posted on March 22, 2019

Hello! At this time the situation is solved. My account is unlocked, payments continue to arrive) The first 5 000 000 rubles were paid in accordance with the limits. Here is the official answer from the casino in Russian:

Как мы сообщали ранее, в отношении вашей учетной записи проводилась проверка на предмет отсутствия любых противоправных действий, связанных с воздействием на программное обеспечение игрового провайдера, наличия дублирующих аккаунтов или сговора.
По итогам проверки мы обнаружили множество косвенных фактов, подтверждающих ассоциацию вашей учетной записи с другим аккаунтом, где были получены многомиллионные выигрыши в играх Blue Print. Однако, в виду косвенности найденных нами фактов, для получения объективных данных сотрудниками компании “Blue Printgaming Ltd” была проведена дополнительная проверка вашей игровой активности, что и стало причиной задержки нашего ответа, так как, к сожалению, подобные проверки не имеют четко установленного временного регламента.
Также стоит отметить, что подобные процедуры являются частью принятых нами обязательств перед лицензирующими и регулирующими органами, и мы сожалеем, что не смогли предоставить информацию о результатах проверки в кратчайшие сроки, за что приносим вам свои извинения. В то же время нам не понятны причины, по которым вы проявили активность в тематических сообществах, где обвинили нас в несправедливом удержании вашего выигрыша. Особенно учитывая тот факт, что разрешать любые споры и диспуты, равно как и принимать решение о выплате или невыплате денежных средств, может только регулирующий орган, выдавший лицензию, о чем вам было сообщено сразу с подробным описанием, как это сделать. Однако вы, не воспользовавшись данной информацией, подали жалобы в игровых сообществах.
На эту тему мы хотим пояснить, что любые решения игровых сообществ, форумов или иных ресурсов в сети интернет не являются для нас каким-либо аргументом, влияющим на наше решение при разрешении любых споров. А также, как говорилось ранее, согласно взятым на себя обязательствам, мы беспрекословно обязаны выполнять любые предписания органов, выдавших лицензию, и судов.
Мы будем признательны, если в дальнейшем любые ваши жалобы или споры будут основываться на нашем финальном решении и, в первую очередь, через обращение в надзорные органы. Мы также считаем уместным попросить вас дополнить все ваши жалобы информацией из этого письма, чтобы пользователям тематических сообществ была доступна актуальная информация.
Касаемо результатов проверки, проведенной компанией “Blue Printgaming Ltd”, мы можем сообщить, что относительно вашей учетной записи никаких нарушений и иных компрометирующих активностей не обнаружено.
Основываясь на результатах этой проверки, и не принимая во внимание многочисленные косвенные факты, свидетельствующие об ассоциировании вашей учетной записи с другой, нами было принято финальное решение о разблокировке доступа к вашей учетной записи и вашим средствам.
Команда SlotV поздравляет вас с выигрышем и приносит свои извинения за доставленные неудобства.

And Google translate:

As we have previously reported, your account has been subject to verification for any illegal activity related to the impact on the game provider's software, duplicate accounts or collusion.
As a result of the audit, we found a lot of indirect facts confirming the Association of your account with another account, where multi-million winnings were received in Blue Print games. However, due to the circumstantiality of the facts found by us, to obtain objective data, employees of the company "Blue Printgaming Ltd" was carried out an additional check of your gaming activity, which was the reason for the delay of our response, since, unfortunately, such checks do not have a clearly established time limit.
It is also worth noting that such procedures are part of our obligations to the licensing and regulatory authorities, and we regret that we were not able to provide information about the results of the audit as soon as possible, for which we apologize. At the same time, we do not understand the reasons why you were active in thematic communities, where you accused us of unfair retention of your winnings. Especially given the fact that to resolve any disputes and disputes, as well as to decide on the payment or non-payment of funds, can only the regulatory body that issued the license, as you were informed immediately with a detailed description of how to do it. However, you did not use this information to file complaints in gaming communities.
On this subject, we want to clarify that any decisions of gaming communities, forums or other resources on the Internet are not for us any argument that affects our decision in resolving any disputes. And, as mentioned earlier, according to our obligations, we are unconditionally obliged to comply with any requirements of the licensing authorities and courts.
We will be grateful if in the future any of your complaints or disputes will be based on our final decision and, first of all, through an appeal to the Supervisory authorities. We also consider it appropriate to ask you to Supplement all your complaints with information from this letter, so that users of thematic communities have access to up-to-date information.
With regard to the results of the verification conducted by Blue Printgaming Ltd, we can inform you that no violations or other compromising activities have been detected regarding your account.
Based on the results of this review, and without taking into account the many circumstantial facts that indicate the Association of your account with another, we have made the final decision to unblock access to your account and your funds.
The SlotV team congratulates you on your win and apologizes for the inconvenience.

The complaint can be closed) once all winnings will be paid, I'll write about it, or if there are any problems)
Thanks to Askgamblers team for participation and SlotV for the fact that it turned out to understand the situation)

Posted on March 23, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now. 

We would also like to use the occasion and suggest to player to contact our team and request complaint's reopening in case something goes wrong with their payments.

Thank you all for your cooperation.

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