Hi,
I'm turning to file a complaint on Askgamblers as I have no other way to address my dispute with Slotjoint Casino, let alone resolve the dispute.
The issue:
Slotjoint has voided a €2200 withdrawal and closed my account without specifying the exact reason or providing any evidence regarding multiple accounts.
These are the facts:
- I've registered some time ago for Slotjoint and played occasionally
- I've once withdrew €200 a few months ago. My ID and proof of address were verified at that time. This took over a week.
- I've made a deposit on the 9th of December 2016 and was lucky to withdraw €400 after fulfilling bonus requirements.
- I reverted the withdrawal as I felt lucky. I played with much high stakes as usual as I had the cash I could push for a big win. I eventually making won and requested a €2200 withdrawal.
I was joyous as it was a long time ago that I won a big prize. However on the 12th December i received an email that my withdrawal was void because of the following:
"Per a review of your account we have determined that you have created multiple accounts at our casino, which is in violation of paragraph 2.3 of our Terms and Conditions. As a result I regret to inform you that your account balance was reset to zero and your payout request has become void. The multiple accounts you created will remain closed pending an investigation."
I was shocked as this is my only account. Investigation should have pointed out that:
- The deposit history proves that I'm a serious player and making regular deposits.
- This was my sole account and I played fair according to all rules.
- My account was verified & a previous withdrawal was processed. This was also a reason why I trusted Slotjoint as a reliable and fair casino and continued playing.
Voiding my withdrawal in my opinion is disproportionate and unfair, especially as I'm playing fair.
I understand that the T&C's, eg a rule of one account per communal living environment is to protect a casino from abuse and fraud.
However, Slotjoint should not exercise this right or use this disproportionate measure to punish a small player like me who is finally lucky for a change.
It is not reasonable to expect that I can know if someone ever has played or registered before from the same IP, address or location, or even expect that I may or may not had a abandoned account due to large number of casino's out there.
Fact is that I was playing with a sole verified account in good faith. Slotjoint should just payout the winnings that I'm entitled to.
I hope you can help me resolve the matter and get my €2200 back from them.
Best Regards,
Ying
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