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I requested a withdrawal a month ago. They asked for numerous documents, including proof of deposit (it was my third deposit and I had already withdrawn in the past). It was rejected at least 10 times, and after submitting proof via etherscan, it was finally approved. Subsequently, my account was verified (a month later). I requested a withdrawal again, but it was rejected and my account was closed for violating their terms and conditions, without specifying anything. I did nothing to violate their terms, and now they don't want to pay me my winnings.

Ho richiesto un prelievo un mese fa, mi sono stati chiesti molti documenti, fra i quali la prova di deposito (era il terzo deposito che facevo e in passato avevo anche già prelevato), rifiutata almeno 10 volte e dopo aver inviato anche la prova con etherscan, mi è stata finalmente approvata. Successivamente il conto é verificato (un mese dopo), richiedo il prelievo nuovamente, mi viene rifiutato e chiuso l’account per aver violato i loro termini e condizioni, senza specificare nulla. Non ho fatto nulla per violare i loro termini e ora non vogliono pagarmi le vincite.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Need for Slots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, of course, I played at that casino for about 2 months. I signed up around November and made a couple of deposits and withdrawals, always for amounts around €50. I never claimed any bonuses.

I played a bit of everything, some sports betting, slots and finally roulette.

I had already verified the account and withdrawn.

In my last roulette session, I won €300 (without any bonuses). I requested a withdrawal, and that's when the problems began. They asked me for screenshots of all my transactions (I had deposited with crypto). I sent them all, but they wouldn't accept the screenshot of my last crypto transaction. Even though I had verified the hash, amount, and wallet, everything was correct (they even confirmed this in chat). I continued sending the same screenshot for about 25 days, and finally they accepted it.

Once I had verified my entire profile, I requested a withdrawal, and then I received an email telling me that the withdrawal had been cancelled, and I had to verify my account (again).

I tried to access my account, but it was blocked. I asked for an explanation and was told it had been closed and my winnings confiscated because I had violated their terms and conditions. They wouldn't tell me how, despite repeatedly asking for clarification.

Si certo, ho giocato in quel casinò per circa 2 mesi, mi sono registrato a novembre circa, ho effettuato un paio di depositi e prelievi, sempre per cifre sui 50€. Non ho mai richiesto alcun bonus.

Ho giocato un pò di tutto, qualche scommessa sullo sport, slot e infine roulette.

Avevo già verificato il conto e prelevato.

Nell'ultima sessione di roulette ho vinto 300€ (senza aiuto di bonus), ho richiesto un prelievo della vincita e da li sono iniziati i problemi. Mi hanno richiesto lo screen di tutte le transazioni (avevo depositato con crypto), le ho inviate tutte e non volevano accettarmi lo screen dell'ultima transazione crypto. Nonostante avessi verificato hash, importo, portafoglio, tutto era corretto (anche in chat mi hanno confermato la cosa), sono andato avanti per 25 giorni circa a inviare lo stesso screen, e alla fine me lo hanno accettato.

Una volta verificato tutto il profilo, ho richiesto il prelievo, successivamente mi è arrivata una mail in cui mi diceva che il prelievo era annullato, e dovevo verificare il conto (un'altra volta).

Ho cercato di accedere al mio conto, ed era bloccato, ho chiesto spiegazioni e mi è stato detto che era stato chiuso e le mie vincite confiscate, in quanto avevo violato i loro termini e condizioni. Non mi hanno voluto dire in che modo, nonostante abbia più volte chiesto delucidazioni.

Dear Davideee3,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Davideee3,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Need for Slots Casino to join this conversation and assist in addressing the complaint.

Dear Need for Slots Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Davideee3,

Your account has been closed and all funds have been confiscated due to a violation of our Terms and Conditions. Clause 12.1 states that the Company enforces a strict Anti-Fraud Policy, utilizing advanced tools and techniques to detect any fraudulent activity.

If a player is suspected of engaging in fraudulent actions, such as collusion, chargebacks, multiple account creation, or other forms of misconduct, the Company reserves the right to terminate the account and withhold all payouts at its sole discretion and without prior notice. Additionally, the Company may report such activities to the relevant regulatory authorities.

Fraudulent behavior includes, but is not limited to, exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage.

Dear Stefan,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Need for Slots Casino

I am always available to provide detailed information regarding my alleged "fraudulent activities."

As I've already told you, asking me for over a month of KYC documentation, and then closing my account, after I sent you everything you requested without providing a shred of evidence, seems rather unusual. I also find it rather unusual that if a player is accused of such serious matters, he has already played and withdrawn in the past. I also find it strange that once a withdrawal has been made in the past, after having already passed the KYC once, he is asked for additional documentation for a month. When you deposit and lose money, there are no doubts about the player's conduct, but when you win and request a withdrawal, players become less sympathetic.

I am still waiting for evidence regarding my behaviors that go against your terms!

Thank you

Sono sempre disponibile ad avere informazioni dettagliate per quanto riguarda le mie presunte "attività fraudolente".

Come vi ho già detto, chiedermi per oltre 1 mese documenti su documenti per il kyc, e poi chiudermi il conto, dopo che vi ho inviato tutto ciò che avete richiesto senza fornire uno straccio di prova riguardo a ció che dite, sembra piuttosto insolito. Trovo anche piuttosto insolito che se un giocatore è accusato di queste cose gravi, abbia giocato e prelevato già in passato. Come trovo strano che una volta prelevato in passato, dopo aver superato già una volta il kyc, gli vengano richiesti documenti aggiuntivi per un mese. Quando si deposita e si perdono i soldi, non ci sono dubbi sulla condotta dei giocatori, ma quando si vince e si richiede un prelievo, poi i giocatori diventano meno simpatici.

Resto comunque in attesa delle prove riguardo i miei comportamenti che vanno contro i vostri termini!

Grazie

Hello Davideee3,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Need for Slots Casino,

I have responded to your email and will be awaiting your reply.

Please let us know here once you have responded to the email.

Dear Stefan,

We have provided a reply to your request.

Best regards,

Need for Slots Casino

Hello Davideee3,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Davideee3,

I hope this message finds you well.

We have thoroughly reviewed the evidence provided by both the casino and the game provider. Based on our assessment, we must agree with the casino’s decision, as it appears that the Terms and Conditions were violated.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru