Slottio Casino - Spelaren kämpar för att komma åt sitt konto.

I suddenly encountered problems logging into my account. I contacted support and was redirected. I submitted verification, but it wasn't approved. I tried again. I've sent several emails asking why I can't log in. No response. Can they deactivate my account because I'm missing a verification? I was away over New Year's and couldn't send an address verification because they wouldn't accept a screenshot. When I got home and tried to send it, I couldn't log in. I emailed them but still received no response.

Fick problem att logga in på kontot helt plötsligt. Kontaktade support och blev skickad vidare. Jag skickade in verifiering men den godkändes inte. Försökte igen. Har skickat flera mejl och frågat varför jag inte kan logga in. Får inget svar. Kan dom stänga av mitt konto för att det fattas en verifiering. Jag var bortrest över nyår och kunde inte skicka en adressverifiering eftersom dom inte godtog screenshot. När jag kom hem och skulle skicka in det gick det inte att logga in. Skickade då på mejlen men inget svar.

Dear Jadiks77,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which of your documents were not approved during the KYC for the first time and why?

Which documents have you provided as your proof of address?

When was the first time you attempted to verify your account, and when exactly you tried to repeat your verification?

Please send me a screenshot of the error you see when you try logging into your account.

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

Best regards

Veronika

Hello!

The document would be a bill.

I submitted this document and it was not approved because not all corners were visible. It has worked for others.

Then when I was going to send a new one it looked like the second picture. Then I sent a new one to the email. Now when I'm going to log in it looks like picture three. Contacted support about login problems but they couldn't help me.

Exactly when did I send the first document? Around Christmas.

I emailed on January 2 or 3. And then a couple more times without a response.

Greetings Anders B.

Hej!

Dokumentet skulle vara en räkning.

Jag skickade in det här dokumentet som inte godkändes för att alla hörn inte var synliga. Har funkat hos andra.

Sen när jag skulle skicka in ett nytt såg det ut som på andra bilden. Då skickade jag ett nytt på mailen. Nu när jag ska logga in ser det ut så som bild tre. Kontaktade supporten om inloggningsproblem men dom kunde inte hjälpa mej.

Exakt när jag skickade första dokumentet? Omkring jul.

Jag mailade 2 eller 3 januari. Och sen ett par gånger till utan svar.

Hälsningar Anders B.

Thank you for providing me with the screenshots.

Have you made sure that your login information is correct (email and password)?

Could you please forward me all the communication between you and the casino customer support regarding the problems with your verification and accessing your account? My email address is veronika.f@casino.guru. Thank you for your cooperation.

Thank you very much, Jadiks777, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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 Jadiks777,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slottio Casino representative to join this conversation.

Dear Slottio Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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!

Thank you for trying to help me.

Slottio doesn't seem as interested.

I always read your reviews of casinos but missed Slottio.

Greetings Anders

Hej!

Tack för att ni försökte hjälpa mig.

Slottio verkar inte lika intresserade.

Jag brukar alltid läsa era recensioner på casinon men missade Slottio.

Hälsningar Anders

Dear Jadiks777,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Comoros Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of Slottio Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Mirka,

I hope you're well.

I wanted to inform you that the user in question is fully aware of the issue.

Upon review by the relevant department, it was discovered that Anders had exploited a vulnerability in our system, which allowed him to make a deposit without being charged for the transaction.

As a result of this, the decision was made to terminate his account.

Please don't hesitate to reach out if you have any further questions.

Kind regards,

Stuart

Dear Slottio Casino,

Could you please send me evidence of the mentioned behaviour to miroslava.d@casino.guru ?

Hello Mirka,

Thank you for your reply.

You might want to ask the player in question to provide a statement showing where they were charged for the transaction. In doing so, it should become clear that they won't be able to provide such a statement, as they took advantage of a gap in our system and were not charged.

Kind regards,

Stuart

Dear Slottio Casino,

Please provide the mentioned evidence from your side to miroslava.d@casino.guru.

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.

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.

Please note that this case was already dealt with on the 24th March, you were sent an email to miroslava.d@casino.guru

Dear Jadiks77,

Would you be able to provide a bank statement confirming, that you were charged for the deposit amount?

Thank you.

Hello!

I don't know what account number to look for. Or which country (Benin) maybe. Can you tell me what account number they use so I can find it out.

Greetings Anders

Hej!

Jag vet inte vilket kontonummer jag ska söka efter. Eller vilket land ( Benin) kanske. Kan ni få fram vilket kontonummer dom använder så kan jag få fram det

Hälsningar Anders

Dear Anders,

In order to resolve this matter efficiently, we kindly ask that you provide proof of payment for the deposit made on December 24th. This will help us clarify the situation and move forward.

We appreciate your cooperation in this matter.

Dear Jadiks77,

Could you please confirm, if you have been able to submit the bank statement from requested period?

Hello!

Slottio wrote that I should confirm that I deposited money on Dec. 24.

Because it was a weekend, it wasn't posted until Dec. 27.

If they know it was Dec 24th I can't understand why they can't find the deposit. The one I can find is this one, it doesn't say where the payment goes but it's probably this one.

Hej!

Slottio skrev att jag skylle bekräfta att jag satt in pengar den 24 dec.

Eftersom det var helg bokfördes det inte förrän den 27 dec.

Om dom vet att det var den 24 dec kan jag inte förstå varför dom inte kan hitta insättningen. Den jag kan hitta är den här, det står inte vart betalningen går men det är troligen den här.

Dear Jadiks77,

Please note, that your cooperation with providing requested and unedited documents is needed for fair evaluation of this case. When you will be able to submit the requested document, please forward it also to miroslava.d@casino.guru.

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.

Dear Jadiks777,

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.