SlottoJAM Casino - Il giocatore segnala una truffa e il prelievo è bloccato.

I want to report a scam by this casino.

There is no information on the casino's website regarding account verification conditions.

I created my account without the casino ever asking me for any additional information.

I had winnings and requested a withdrawal of 120 euros on the 7th.

Since the withdrawal status wasn't changing, I requested information in the chat where they asked for my credit card and various documents.

These were never requested from me, nor did my account indicate any need for them.

The chat staff were rude.

I tried to cancel the withdrawal, and the money disappeared.

I questioned the chat again, and they informed me that I had played with the withdrawal money!!!

Ridiculous.

Now they are telling me it is under review.

Beware: do not play at this casino. It is a scam.

I am considering reporting it to the police authorities.

Venho denunciar uma burla deste casino.

No site do casino não existe nenhuma informação sobre condições de verificação de conta.

Criei a minha conta sem nunca o casino me ter pedido qualquer informação adicional.

Tive ganhos e pedi um saque de 120 euros no dia 7.

Como o saque não alterava o seu estado pedi informações no chat onde me pediram cartão de crédito e vários documentos.

Nunca me foram pedidos nem na minha conta constava qualquer necessidade disso.

Foram mal educados no chat .

Tentei cancelar o saque e o dinheiro desapareceu.

Voltei a questionar o chat que me informou que eu tinha jogado o dinheiro do saque !!!.

Ridículo.

Agora dizem me que está a ser analisado.

Alerto: não joguem neste casino. É burla.

Pondero denunciar às autoridades policiais

Dear andrea39zandrea, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify if you provided any of the requested documents to the casino for verification?

Did you continue playing after the casino returned the balance to your gaming account after canceling your withdrawal request?

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

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I wasn't asked for any verification when I created the account.

I requested the withdrawal and was not asked for any documents. I didn't even get the chance to do any verification on the account page.

I canceled the withdrawal and the money disappeared.

They're still telling me in the chat that I gambled away all the money I canceled.

That's a lie.

The money disappeared straight away.

You only have to look at my account history to see that I haven't played at the casino since the day I asked for the withdrawal, which was 7/12.

Any reference to the withdrawal has disappeared.

If the money isn't returned to me, I'll file a complaint with the police authorities for fraud

Não me foi pedida nenhuma verificação quando criei a conta.

Pedi o saque e não me foram pedidos documentos. Nem aparece a hipótese na página da conta de fazer qualquer verificação.

Cancelei o saque e o dinheiro desapareceu.

Ainda me dizem no chat que joguei o dinheiro todo que cancelei.

É mentira.

O dinheiro desapareceu logo.

Basta ver no meu histórico de conta que não jogo no casino desde o dia que pedi o saque que foi dia 7/12.

Desapareceu qualquer referência ao saque.

Se o dinheiro não me for devolvido farei queixa nas autoridades policiais por burla

Please send me a screenshot of your transaction history showing the canceled withdrawal request. Also, kindly send me screenshots from your gaming history. My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here.

They credited the money again and I asked for a withdrawal.

On the casino page there is no chance of verification.

The withdrawal has been requested again.

I'll wait five days for payment.

If they don't pay me the withdrawal I'm going to report the casino to the national gaming authority.

If you need verification, you have to put that option on the page.

It doesn't

Voltaram a creditar o dinheiro e voltei a pedir o levantamento.

Na página do casino não há nenhuma hipótese de fazer verificação.

O saque está pedido novamente.

Aguardarei 5 dias pelo pagamento.

Caso não me paguem o saque vou denunciar o casino à autoridade nacional dos jogos.

Se é preciso verificação têm de colocar essa opção na página.

Não tem

Thank you for the information. Please note that account verification is a standard procedure, and casinos are within their rights to request it before processing your first withdrawal.

If you choose not to provide the required identity documents, we regret to inform you that we won’t be able to assist you further with this matter. Verification is essential to ensure the security and integrity of all transactions.

If you have any concerns about the verification process or need guidance on submitting your documents, feel free to reach out.

I wasn't asked for any documents.

I've already mentioned that.

In fact, I sent an email requesting information on the status of the withdrawal and I didn't even get a reply.

Neither about the withdrawal nor about any document to be sent.

Não me foi pedido nenhum documento.

Já referi isso.

Aliás enviei email a solicitar informação sobre o estado do saque e nem resposta obtive.

Nem sobre o saque nem sobre qualquer documento a enviar.

Thank you very much, andrea39zandrea, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear andrea39zandrea, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite SlottoJAM Casino representative to join this conversation. 

Dear SlottoJAM Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello,

Thanks for your feedback on SlottoJam.

We will check the details of this case again and get back to you with a response.

Kind Regards,

SlottoJam Casino Team

Dear SlottoJAM Casino,

I would like to inquire about the current status of the investigation. Have you reached any conclusions thus far?

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

After checking in details the client's case at SlottoJam casino, we would like to state the following:

once the client made the withdrawal request, we have requested, via email, the documents needed for withdrawal processing, on the same day. This is a standard procedure once a withdrawal request is made.

The client was informed once again about the necessary docs in Live Chat, a week later. The docs were not provided in the meanwhile. And never after that. So we were not able to process the withdrawal.

In the end, the customer asked to cancel the withdrawal. It was done per request. Once the funds reached player account, the client played and lost it.

We would like to point out that a withdrawal request can be processed only if our KYC Department gets the standard pack of documents from the client, which is a standard financial procedure at our casino. The customer was notified about it. From our side, we have done everything that we can in such situations.

Best Regards,

SlottoJam Casino Team

Dear SlottoJAM Casino,

thank you for the update.

Dear andrea39zandrea, 

could you kindly verify the accuracy of the statement provided above?

Dear andrea39zandrea,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.