Sloty— player complaints: 26 in English

Hello, I am trying to withdraw to my bank account. I verified my ID multiple times. The funds has been back and forth in my account. They not allow me to pay back to ewallet or bank as I deposit with a card. The card doesn' accept casino payments for some reason. I keep hitting a wall with the support. Hope the support of the pogg I can receive my funds.

Hi I have a complaint with Sloty casino. They are applying terms for me that are not applicable. I signed up and deposited $100. I was playing slots and having some great luck, I had my balance at more than $4,000 when I finished the bonus requirements and stopped playing. The next time I logged in, my balance was reset to $100. Support told me that because I deposited with Ecopayz, I am not eligable for the sign up bonus, and sent me some terms. However looking deeper into it, these terms are not what I signed up to. They sent me this page: https://www.sloty.com/en-eu/promotions/welcomebonus. Take note of the en-eu. "12. Deposits via E-Wallets (Skrill/Neteller/Paysafe/Paypal/Ecopayz), are not eligible for the New Player Welcome Bonus." When I go to the webpage I only see these pages: https://www.sloty.com/en/promotions/welcomebonus. Notice that there is no en-eu. 12. Deposits made via Skrill or Neteller are not eligible for the first four (4) New Player Welcome Bonuses. Term number 12 is different, and I have not broken it. I think maybe the en-eu is only for Europe, but in any case I cannot see this page when I navigate to the website, only the normal en page. I informed this to support, but they refuse to help me. Also on the general terms and conditions page there is no mention of Ecopayz not being eligible. https://www.sloty.com/en/termsandconditions I would like my full bonus balance reinstated that they erroneously cancelled please.

Hi, these guys aren't paying me from a win on the 4th Dec and they fob me off over email. Can you please help them to pay me?

I've sent requested verification documents almost a month ago but I'm not getting no response to say they got them or anything.

4 week pending 600£ withdrawal. Sent documents required 4 weeks ago and uploaded them in my account. Emails ignored live chat have escalated 4 times. Still unverified account and pending withdrawal

Hello, I have a payment pending with Sloty casino since the 21st April. I am not receiving any communication from them about when the payment will arrive. I saw that you are a mediator for this casino so I am hoping you will be able to help me as I don't know what else to do.

I won this money on the 14th April 2020 and every time I contact them to find out whats happening I just get this reply back from them nothing else - 'For your reference, [EDIT]: Re: Your account at Sloty" has been created and one of our qualified crew members will respond shortly' My account at Pelaa is now being paid so I was hoping you could have a word with Sloty as well for me and find out what is going on. Thanks

After requesting a withdrawal and being asked to submit documents for verification been well over a month and numerous chasing on live chat nothing seems to happening, unnacceptable to be waiting this long!

Dear Pogg, I signed up to sloty and have been playing at the casino fine up until about 3 weeks ago. I made a withdrawal for about £500. I waited a while and then got an email saying i need to verify my docs. I sent them everything they needed and got back saying i need to send back of my bank card again! even though i now use neteller as deposit method. i have sent this now along with neteller screen shot proof of address and ID. Its been 3 weeks and my account is still not verified and no withdrawal paid. its been that long i ended up reversing 2 pending withdrawals and lost them. I now have another withdrawal and would like it paid before playing here any longer. Please help Pogg, Thanks a mil

Hi POGG, I signed up to sloty.com and made several deposits. I made a withdrawal of £300 almost a month ago and nothing has been paid yet. I sent in all my docs for verification. i have been on char every day for 3 weeks asking where my withdrawal is and why it is still pending and they just keep coming back saying they can not give a time frame. Please Help! Thankyou kindly

This network of casinos is intentionally withholding my winnings for absolutely no reason. I got my winnings from their network during last Friday-Saturday night and after that they immediately closed all my accounts so that I can't log in anymore. First they send me this email: Dear [EDIT], We would like to inform you that your account at Genesis casino, Casinocruise, Casinogods and Sloty has been temporary limited as per a standard routine check. We'll keep you updated and contact you back as soon as possible, once the check is finished. As part of our “Know Your customer” procedure in conjunction with the gaming commission, we kindly request that you provide: -Proof of Identity -Proof of Address -Proof of Payment Method - ID confirmation photo: is a picture of you, the account holder, holding your ID document and a note next to your face to allow for facial confirmation of the ID document. The ID must be the same used to verify this account. The note must say: "Only for use on GenesisCasino account user id _______" Must be handwritten, not typed. Must be in English. Must have the current date. Must have your signature. None of the text in the written can be covered. - Card confirmation photo: is a picture of you, the account holder, holding the front and the back of the card and a note next to your face to allow for facial confirmation The card must be the same used to found your account. The card must show the name of the owner, and the first 6 and last 4 numbers of the card (you should cover the middle digits and the CVV code). The note must say: "Only for use on GenesisCasino account user id _______" Must be handwritten, not typed. Must be in English. Must have the current date. Must have your signature. None of the text in the written can be covered. Please ensure that the image is sent in a good resolution (images less than 2MB in size will be rejected). Please ensure the documents are not cut all 4 corners are visible and the quality of the picture of a high quality. Documents can be sent by email to [email protected] For more information on the types of documents needed: https://GenesisCasino.com/account-verification Once we receive your missing documents, we will process them as soon as possible. If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone. Best Regards, Genesis Casino Verification Team [email protected] I went to chat to ask whether it would be enough upload one set of documents as I only got one request which stated all of the Casinos involved. Not only I got "yes" as an answer, the chat also said it is probably enough that I had already uploaded all of the requested documents to another casino of their network before, Vegas Hero. So I uploaded all of the documents to Genesis casino immediately and then haven't heard a single thing from them for now 3-4 days. 2 days ago I got a phone call from a weird number and email after that stating that I need to upload to basic documents (proof of ID, proof of address and proof of payment) to another casino of theirs, called Casino cruise. I went to chat and they said they can't give me any more information, I only need to deliver the documents. I can almost say for sure that these three documents that were asked by Casino cruise are not going to be enough for them anyways. They will most likely wait the maximum of 72 hours before sending me another email stating they will need some selfies with ID and written note as well. I also still have two pending withdrawals from two more of their casinos, Sloty and CasinoGods, which I haven't yet heard anything at all. Most likely going to be the same sad story, first wait week -> after that get asked for the basic documents -> then wait another week -> get asked another set of documents and so on. I have contacted them with email and on live chat every day now and don't get any answers anywhere. When I go to live chat I just get moved around to next person and after some time they all give the same answer which is this: "Unfortunately it can take longer than 72 hours as you account is under routine checks at the moment. As soon as those checks have been finished we will have more information. Unfortunately at the moment I do not have any other update." Yet it has been 5-6 days now, not 72 hours. The internet is full of similar stories about their casinos and how they like to "bully" their players with this ridiculous rally. I know 4400€ isn't a lot of money for some huge casino network, but for me as an individual it is a lot of money. It is that much of a money that I've lost sleep several nights over this and it really affects my work and studies. I would like to know if it is stated somewhere that how long can casinos hold my money for no reason. I uploaded a file containing some screenshots of the actually winning from these casinos (I'm missing the one from Sloty). I wish there's something you can do as and organisation to help me out here. Hope to hear from you soon. Regards,

originally i made a withdrawal of 1000 GBP on the 14th they said it would take up to 48 hours to process they asked me for documents the day after considering i had already made withdrawals with them in the past i submitted all the documents requested and they’ve only just looked at them today after over 72 hours and are now saying they need pictures of both my bank cards i have sent them in but they are now saying it will take another 72 hours for the team to accept them they are just dragging this on its been nearly a week now ive sent them everything they want so because my withdrawal got reversed back into my account i spent some of my money which is my own fault so i now have 650 but it won’t be processed until my documents are looked at again is there anything you could do to speed up the process i have contacted them everyday and had no communication what so ever they just keep saying they will update me via email

I had been on a 10% weekly cashback incentive deal with Sloty Casino for some time. I last played on Monday the 4th of November 2019 and lost £2400 that day. Shortly afterwards they closed my account (management decision) which is their choice and I can't argue with that. However, had they not told me I would receive this cashback I would not have deposited and lost £2,500 that day. And now they say they cannot pay me my cashback. Seems they want to have the cake and eat it.

Mo I submited 4500 pounds for withdrawal. Passed verification process (I submited all of the documents I was asked for) It's been 9 days now that I am waiting for my witdrawal to be processed. I don't really know why it takes so long and I am VIP user aswell.

I feel sloty are abusing KYC regulations in order to prevent my withdrawal. I attempted to withdraw in early Feb 2019 but couldn't. I sent pictures of my bank card, proof of address documentation, and photo ID to them. They replied saying it wasn't necessary to verify my account at that stage. I asked why I couldn't withdraw, they didn't answer. They then requested certified ID photocopies and a picture of me holding my ID. At great inconvenience and expense I arranged these and sent them. I still can't withdraw. I have just received this ..... Dear [EDIT], To be able to process your requested withdraw we kindly ask you to send following documents: - ID confirmation photo (IDCP) is a picture of you, the account holder, holding your ID document and a note next to your face to allow for facial confirmation of the ID document. The ID must be the same used to verify this account. The note: Must say: "only for use on Sloty account user id 'fill in the number of you user id" Must be handwritten, not typed. Must be in English. Must have the current date. Must have your signature. None of the text can be covered. I think it is unreasonable and unfair to string me along asking for increasingly bizarre documents and photos. The documentation I have already provided is exhaustive. It is clear they are attempting to prevent me withdrawing. Many thanks in advance, [EDIT]

I have a gambling problems i am self excluded from some sites but after seeing the ads for this site on social media regularly I caved and joined the first time I deposited around £1000 and won after playing with wins I withdrew just over £9000 it took awhile to verify account and then pay some of the winnings out after waiting 4/5 days I got the urge to cancel £1900 withdrawal and play I lost then cancelled the other £1900 also lost that i was then given a bonus (automatically into credit account while playing while playing) and won £6000 but i needed to wager it x40 while wagering I lost most of it I had been playing for over 10 hours by now without real break I then became obsessed with winning it back I deposited more money It was deposits of £200 /£300 as i lost I became more stressed and frantic to get it back I deposited more money It was deposits of £1000 I lost count of what i had deposited and how long i was playing i and was completely distraught only when my savings account declined to transfer money to my bank account for me to deposit did i realise how much I may have deposited. I deposited over £16k in 24 hours this was the inheritance from my in-laws death I was i was numb, I contemplated ending it all but by this time my kids were getting up for school I decided to email support be totally honest and ask for a part of my deposits I know I am responsible for the loss but surely they could see I was having a problem with gambling if they had mgs me or froze account I would have time to stop and compose and I wouldn't have lost so much in a 24 hour period when i emailed I asked to be excluded and for them to please see that the situation required them to uphold their duty of care and support I received no reply I emailed complaints following day Still no reply but my account was closed I waited a couple days then emailed again still nothing I contacted the live chat they said they would contact management to reply I received a reply in an hour saying they had my email but it was my own responsibility and they wouldn't do anything except exclude and tell me to contact gambling support. I feel that they have not stuck to terms in helping identify and support problem gamblers and just took my money and then closed account and turned their back on the situation as a casino they have responsibility to costumers it could of been fraud it could of been criminal offence but they were not interested to intervene and help I have again asked for them to review again and refund part of my deposits as i was clearly vulnerable and not thinking straight but they agai refused and told me my account is excluded how can a company email me daily basis encouraging me to play giving me bonuses and free spins to get me hooked and take no care or responsibility they drew me in gave me incentive to spent and get hooked and then they shut me down. you can only withdraw £5,500 a wk but they let people like me deposite over £16,000 in 24 hours without any questions, interaction or intervention that is complete failure of social responsibility and duty of care and in their terms of conditions they say they take gambling serious and will help customers to play safely and have fun but they failed to do that and are still not willing to even offer 1/2 of my deposits back as a way of resolving the situation and their failures and negligence to their customers. I also asked who do i contact as i feel the reply wasn't correct but again they never replied.

Hello team please help me to get the money from sloty.com. I have made a deposit 20£ and win 4500. After request a withdraw and verifyed my account Waiting now from 5 DAYS and money are stil on pending...when i ask on suport they didnt give me Any information about

Hi been with this casino couple weeks now When I first joined I won so sent away my documents to get verified told three days so ok I actually reversed my withdrawals in that time and won more anyway now it’s couple weeks later I have played some and reversed some while waiting for this casino to do whatever they are doing to let me cash out Hi I joined this casino couple weeks ago on the wed and won submitted documents that got verified on the sat but during the period of waiting I reversed my withdrawals and won more got it up to 2000 and withdrew that was pending for over four days I spoke to support a few times said sorry was still being reviewed by relevant dept I’ve actually now blocked my account since last thurs was on today and my account still being reviewed and cash outs not still being processed the withdrawals now amount to 2900

I made a account at the casino without realising I had self excluded with their sister site. I then found out and contracted them they close and self excluded my account, I then asked about my deposits and how they should have been rejected. They said they wouldn’t return the deposits. They then said my name was different so they didn’t pick it up however my first name was the same I only realised after the last two letters were missing however every single other details were the same. I only found the website through this site.

First of all this complaint is pretty old, but this is my last shot. I had contact with other gambling sites and they ruled against me. I also had contact with my insurrance but they couldnt help me either. I tried to get in touch with a Maltese lawyer but that turned out to be a very expencive way. So this website is actually my last hope, but I would like to give it this one last shot. When I created a Sloty account I did not read the terms and condition this was probably my fault because I accepted them at that time. Something I learned recently when I clicked on the MGA logo at Sloty.com is that the company is: Genesis Global Limited and also owns: Spinit, Vegas hero and Casino Cruise. The other brands are not mentioned in the T&C or anywhere else on the webiste. Lets continue..: I made several deposits using my bank account and Skrill (which was not my own skrill account but the one my boyfriend and I use and it is on his name but we live together for 11 years), I was a happy spinner! Around the 20th of December 2017 I won 700€ I needed to send documents for approval so I could receive the withdrawal. On the 23th of December 2017 My documents where all checked/approved and I received an email that all documents where ok and the withdrawals that where pending would be processed as soon as possible. The same day I received the €700 on the Skrill account. Than I deposited again and again till: The 28th of December 2017 I hit a monster win on Dead or Alive with a 9 euro a spin bet which made me enter a bonus game with all wilds appearing, so sick! I won close to 12K€ but decided to try and play some other games before I would cash out. I played until I had €10.500 and made the withdrawal. I asked support about how I should withdrawal this amount, she explained it had to be in several withdrawals so I made 5 withdrawals in total (4X 2300€ and one time 1300€ ) After that I checked almost daily with live support until my account got blocked and not only at Sloty but also at Spinit and this was the first time I knew the company's where connected. On 02-01-2018 I spoke to empolyee 1, that day he told me my withdrawal was undergoing a routine check and he would escalate the case to management, I told him my account was already checked in a previous check on the 23th of December and that all my documents should have been ok already. On 03-01-2018 I spoke to employee 2, who contacted the relevant department about my withdrawals. I was told I had to resend a screenshot from Skrill with my details viable. I explained in the same chat that the Skrill account was a shared account from me and my boyfriend, and that it was on his name but on the same address. Employee 2 asked me for a moment so she could check with the relevant department, the answer was: "The skrill account is ok te be in your boyfriends name, we just need to see the details". Later that day I got back and had another chat with Employee 2, because I did not hear anything about my documents being approved for the 2nd time. While we where talking and the employee checked again i got the following message: "they have send you an email that you have been verified" The email stated that all documents where approved, just like when I withdrew the 700€ and it contained also this sentence "If you have any withdrawals, we will process it as soon as possible" Which made me think finally it will come today or maybe tomorrow, justice is served lol. On 04-01-2018 I receive an email that I have breached the terms and conditions, something I wasn't familiar with at the time. This is the email: We regret to inform you that after reviewing your account your winnings have been voided due to breaching our Terms and Conditions. From the documents you have provided it clearly shows that the Skrill account used to fund your account is not in your name but belongs to a 3rd party. This is a clear breach of our terms and conditions. Therefore all winnings obtained with the 3rd party deposit have been voided and the original deposit of 25 euros has been returned to your account. We kindly ask you to request the withdrawal of the 25 euros, and after that you account will remain closed without possibility of reopening. We invite you to read our terms and conditions specifically clauses number 8.5, 12.1.1 & 14. IMPORTANT FOR SLOTY: But there is more, these things I found out later: My Boyfriend had an account at Spinit.com (I didn't know that back than and I for sure did not know that it was owned by the same company), he self excluded at Spinit. After I tried complaining at the MGA I heard about this because there is nothing in the email from Sloty about that. This is basically what the MGA told me: Further to the below case, please be informed that we have received information from the representative of Genesis Global Limited (sloty.com) who have informed the MGA that one of the accounts held from the same IP, home address was self-excluded for gambling issues. The other account also used the same Skrill account of the self-excluded account. I asked him about it and he said he wanted to shut down his account over there and the only way to do so is to self exclude. And as I said before we share the skrill account but let me be clear we do not share casino accounts! I believe Sloty was not even online yet during his self exclusion. When it was Moneybookers we where not allowed to request two cards on the same address. But if this was the case why was I able to create my account, withdrawal, and deposit before? Why was this matter not being addressed during all document approval times? Please note that you have breached their Terms and Conditions specifically Term 12.1.1 - Sharing account credentials or joint use with other players or entities and Colluding with other third parties; and also Term 8.5 - In relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you. I did let support know that I used a Skrill account that was not on my name and it was ok I have that in writing obvious. And the relevant departments approved it also multiple times. And than there is this T&C are like contracts, you agree you are bound by them. But if both parties don't act on them it becomes voidable: contract can become voidable under the following circumstances: · The terms of the contract were breached · Mutual mistakes on behalf of both parties · The contract is fraudulent (omitting or falsifying facts or information, or the intention to not carry out the promise in the contract) · Misrepresentation occurs (a false statement of fact)