Slot Hunter Casino - Account Closure and Unjust Withholding of Winnings
**Dear Sir/Madam,**
I am writing to formally file a complaint against SlotHunter casino regarding the unfair treatment of my account and financial funds.
From the beginning, I have been trying to properly verify my account and acted in good faith — this was my first registration at an online foreign casino, so I carefully inquired about how to meet all the requirements.
1. **Phone Verification**
I attempted several times to confirm my phone number, but due to technical errors, it was impossible. Only after manual intervention by the support team was the process successfully completed.
2. **Address Verification Attempt**
- My profile showed a temporary foreign address, which I could not document (I am only temporarily residing there).
- A consultant advised me to enter my permanent address in Poland, assuring me that the verification department would “get in touch.”
- After a few hours, I was informed that the Polish address could not be accepted and that I must provide a document confirming the temporary foreign address. I explained that I did not have such a document and asked for an alternative solution — the response was: “There is none.”
1. **Account Closure and Withholding of Winnings**
After the manual phone verification, I asked again how to verify my address in my situation. When I heard that no other solution existed, I concluded that I would likely have to close my account to avoid problems in the future. Within seconds, I received a message that the casino had unilaterally closed my account. Only my deposit of €25 was refunded, while the entire winnings (€1,600) were withheld.
2. **Gameplay and Balance Amount**
I deposited €25, played many games, and ended up with a balance of over €1,600. Such a low deposit relative to the winnings excludes suspicion of money laundering.
3. **No Violation of Terms and Conditions**
- Identity verified by Hooyu.
- Payment method (MiFinity) confirmed.
- I played according to the rules, used real data, and acted transparently.
- I was not aware that a temporary stay abroad could result in losing winnings; such information was not stated in the terms or correspondence.
1. **Lack of Response from the Casino**
After the deposit refund, I emailed asking why the winnings were not paid out. I only received information that the refund “covers the deposit only” and that everything was done according to procedure. The last response was on May 8, 2025. The casino did not reply to subsequent messages in which I requested clarification and reconsideration. Due to the lack of response and exhaustion of amicable resolution attempts, I am forced to submit this complaint.
To this day, I have not been presented with the rule I supposedly violated. I consider the withholding of winnings unlawful and inconsistent with transparency principles.
I kindly request a thorough investigation of my case and assistance in recovering my rightful funds. Should a satisfactory resolution not be reached, I will escalate the matter to the Malta Gaming Authority and other relevant authorities.
Sincerely,
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**Attachments:**
- Complete email correspondence (PDF)
- MiFinity deposit confirmation (PDF)
- Screenshots of balance (€25 deposit → €1,608)
