Kan ikke logge ind på Casino efter stor gevinst!

Jeg vandt omkring 2400 euro for omkring en uge siden på SlotMonster casino. Efter at have spillet lidt væk, forsøgte jeg at hæve de resterende 2100 euro, hvoraf jeg stødte på et teknisk problem og valgte at gange igen dagen efter, så jeg loggede derfor ud af casinoet.

Dagen efter, da jeg forsøgte at logge ind via telefonnummer og kode, anmoder login også om min e-mailadresse, som er knyttet til kontoen, hvorefter der står, at mailadressen allerede eksisterer. Når jeg fortsætter med at logge ind, går jeg lidt i panik og indtaster så en anden mailadresse som jeg har og så åbnes der en ny konto hvor jeg har 0 kroner på kontoen.

Efter hjælp til livesupporten slettes denne konto, og når jeg nu prøver at logge ind igen, med blot nummer og kode, fører login blot til en hvid skærm. Så det gik ikke.

Jeg har været i kontakt med live support, mailet, sendt snesevis af skærmbilleder og endda videoer af, når jeg forsøger at logge ind, og deres råd fører ingen vegne. Der er nu gået en uge, og jeg kan stadig ikke logge ind, og via e-mail og live support beder de mig bare om at vente, indtil det lykkes det tekniske team at løse problemet.

Er dette en grund til at indgive en klage gennem Casino Guru, eller skal jeg give SlotMonster mere tid til at prøve at løse problemet?

Hello. I can see that the casino is really willing to solve this issue of yours. Could it be some kind of technical issue you are experiencing, or is it an issue on the casino site?

I would recommend waiting until the casino is able to fix it out, and, of course, if you see that it is going nowhere, we are always here, ready to step in if needed. So, please keep us informed and update us with any new relevant information.

Yeah they have been good at responding to my emails and tried to answer my question to the best of their abilities so it might be wise to give them some time, for now at least.

I think it's a problem mostly on my end which to my knowledge I'm unable to fix myself. I have never experienced anything like this before and I have never experienced a casino unable to fix a technical issue for this duration of time.

So I guess the timing with my big win and the technical issue is a bit weird, the first time that's ever happened for my during my 5+ years of online playing in over 100+ different casinos.

Well see what happens now, I'll be in contact with them at the end of this week and hope for advancement. Being a new casino since February of this year does give me some suspicion that they're struggling on some end which directly affects me!

Also, being a new casino, they should put more effort into trying to fic things or issues, as in your case, so they will be able to build up their name. Don't you think so? I surely do.😉

Anyway, please keep us informed, and if needed, our complaint team will be glad to help you out and intervene. Even though I really hope it won't be necessary.🤞

Yeah I sure hope so, it's for their own reputation of course. But you can never be to careful or to naive when it comes to business trying to make money on your participation, it's by no means a charity organisation these casinos are running!

Thanks for your respons anyhow ☺️

Hej Romi! I dag skrev jeg 2 anmeldelser (Kent casino og Gama casino)! Fortæl mig, hvorfor de blev afvist? Derudover så jeg i meddelelserne, at mine 2 tidligere anmeldelser også blev slettet (disse anmeldelser blev sendt efter at have givet dig bevis for, at jeg er en rigtig spiller i disse kasinoer)!

Jeg er en rigtig spiller og er klar til at give skærmbilleder fra mine personlige konti på disse kasinoer!!! Det ser ud til, at du ikke sender ærlige anmeldelser fra spillere..... Jeg er utilfreds med den nuværende situation (jeg taler om at slette anmeldelser)!!!! Forklar venligst hvorfor du gjorde dette?

That is why it's really important to see online gambling as a hobby you pay for and nothing else, right?😉

Let us know whenever you have any news from the casino, please.

Hello. I am really sorry about this mistake. Let me fix it right away, please. Yes, you are right; we did receive the screenshots from you, and there was a mistake made when reviewing. I hope it won't happen again.🙏

alt er fint nu, tak!

I am glad that it could be fixed ASAP. We are really sorry about this mistake. I wish you a great day.🙂

I opened an account with slotmonster and was surprised to learn that I could make a deposit as I have a gambling block on my card. What they do is use off shore random company’s such as school courses or ticket selling companies which miscode transactions. They don’t have a uk gambling licence and as they are based in Costa Rica, there is no protection for players. Be careful with your card details! After depositing €150, I immediately emailed them to close my account and self exclude me. Thinking it was done as their terms state it will be done immediately, was harassed by loads of marketing material which triggered my old gambling addiction and 5 days later I made several deposits to again random companies in France and ended up €3000 down. Rent is due soon and I’m done! Contacted live chat in the end and made a complaint to which they acknowledged finding my email and said they understood and I will get an email. Nothing for days. They did block my vpn which also said that the site is not available in my jurisdiction (uk) of course, they need a uk gambling licence and shouldn’t accept uk players. Lots of money laundering and no protection so stay away from this site. I’m contacting the fraud department of my bank!

Hello. I am really sorry about this situation. Our data team is still reviewing this casino, but to tell you the truth, it doesn't look well. Its safety index for now is only 4.4, which is bad.🤷‍♀️

I would like to recommend that you file a complaint here with our team, which is free of charge, of course. They will surely try to help you with the issue you are experiencing with this casino. Please follow this link to submit a complaint if you wish. Surely let us know if you need any assistance, we'll wait for your reply.

Hey again, I sent an email to Slotmonster 5 days ago asking about the current situation with the issue and they haven't responded to that email.

Ater talking with live support yet again they just say the same thing, "the technical team is working on it and will inform you as soon as possible" etc. So at the end of this week it's been 4 weeks without any progress whatsoever, and frankly I now feel like they're not aiming to ever fix the problem but instead just postpone it to withhold me from using my account and to make withdrawals of my victories!

In my book this is totally unacceptable! Any serious casino should be able to fix a problem like this in under 4 weeks. I now wonder if it's time for you guys to step in to assist in the process and if so, should I inform the casino about it?

Best regards

Thank you for the update, and I am sorry that the issue is still persisting.

I would recommend you file a complaint here with our team, and hopefully they will be able to sort it out. Just use this link to do so, please.

There is no need to inform the casino about anything; if our complaint team needs to contact them, they will do so when processing your case, and you will be informed about everything.

If you need any assistance, please let us know. I will keep my fingers crossed for you to get the best resolution to your case.🤞

Okay thanks, I'll give them till the end of this week and then I'll file a complaint!

Thanks for your respons

No problem at all. We are always glad if we can help somehow. Please make sure to keep us all informed.

Hej,

Du anså min klage for at være fuldt behandlet og Slottimonsteri.com for at have fungeret korrekt.

Jeg er lidt overrasket over, hvordan du kom til din konklusion, fordi casinoet selv tilføjede en genindlæsningsbonus til mine oplysninger uden min tilladelse (ca. 8 timer efter jeg lavede en indbetaling!). Jeg havde aldrig anmodet om en bonus, og den blev ikke tilbudt mig. Den pågældende bonus var bestemt ikke en del af nogen kampagne, som du fejlagtigt har henvist til i dit svar.

Mens jeg spillede, lagde jeg heller ikke mærke til, at bonussen var blevet aktiveret for mig. Der var ingen besked af nogen art (f.eks. e-mail) om, at bonussen var blevet tildelt mig. Bonussen dukkede heller ikke op på min spilkonto på en sådan måde, at jeg ville have set en ændring i saldoen på min konto.

Deres bonusvilkår og -betingelser angiver, at en spiller kan TILBYDES en bonus. Efter min mening skal et TILBUD altid godkendes. Jeg har ikke givet en sådan godkendelse, men de har efterfølgende manuelt og formentlig bevidst tilføjet den påståede bonus til mine oplysninger, så de skulle undgå at udbetale en større gevinst.

Det forekommer mig, at min sag ikke er blevet undersøgt nok. Det overrasker mig også, at du anser dette bedrageriske casino for at have handlet korrekt.

Venlig hilsen,

Skuffet bruger af din tjeneste

Hello,

I understand your concern, but it would be best to use this post as a way of reopening a complaint request instead. Since the forum serves a different purpose, we are unable to request anything on your behalf.

Can you again access your complaint again 👈 and request the reopening by explaining all you just posted here, please?

My personal opinion is that this part of the summary makes perfect sense, especially when you play in a casino with a brutally low Safety Index 👈:

"we strongly recommend players carefully review their balance and associated terms before wagering. If you did not wish to play with the bonus, it would have been necessary to cancel it before starting to wager.

Unfortunately, since you played with the bonus and exceeded the maximum bet limit specified in the casino’s terms and conditions, we are unable to assist you further with this matter. As such, this complaint will now be closed."

A casino with such "qualities" should not be considered a good place to play if you are not ready to double check every single term and bonus. Perhaps this guide might help you a bit:

https://casino.guru/fair-gambling-codex-for-players#tips-for-other-casinos

"To sum it up, pay attention to all rules and follow them closely. Ideally, take screenshots of relevant information such as T&Cs, bonus T&Cs, chat transcripts, emails from the casino, etc., which may come in handy if you get mistreated by the casino and wish to file a complaint. Of course, the best thing to do is to find a better casino and play there instead."

Having a very similar problem to what you've experienced. Can no longer access my account after getting a huge win of 93k euros, I managed to withdraw 4k before not being able to login anymore.

Hello, congratulations on your huge win!

I’m sorry to hear this. Casinos like this one are very risky, so I truly hope they plan to pay out eventually.

You probably can't see its Safety Index, can you?

https://casino.guru/slotmonster-casino-review#tab=js-tab-reputation 👈

To be fair, though, when someone wins such a significant amount, many casinos conduct a thorough check to rule out possible bugs or terms breaches, which include temporary account blocks. While it's difficult to confirm if this is currently occurring, a reputable casino would undoubtedly notify the player to prevent any doubts.

This probably hasn't happened yet for you. In other words, have you got any kinds of instructions or details about what to expect?