Hello, good morning. I've been having problems. I had won €304.60 with a deposit I made, and it was added to the bonus even though I hadn't played with bonus money.

And in the first deposit I entered €128.82 and my slotsvil account only received €120.

I request a refund of the €304.60, as I earned it with real money from a deposit and you added it to the bonus. I also request a refund of the €8.82 that never arrived in my Slotsvil account.

I have all the evidence—screenshots and videos—that back up what he said.

Thank you very much for your collaboration.

Dear juanlopxzz7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotsVil Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify whether you contacted casino support and asked for assistance?
• Do you have access to your bonus history? Would you be able to share a screenshot of the bonuses received or activated recently?
• Have your previous deposits been charged any fees similar to your recent 120€ deposit?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hello good morning,

-I contacted them and they ignored my emails.

-I canceled all types of bonuses and played with real money and won and it was credited to my bonus balance.

-Not only the €128.82 one

- If I share it with you right now

They've stolen more money from me at this casino. First, when I deposited €350, I only played with my real money since I didn't activate any bonus. I raised it to €304.60 and it was credited to my bonus balance when I hadn't played with any bonus balance or activated it.

I deposited another €500, playing with my real money balance. I didn't activate any bonuses either. I increased it to €250 and deactivated the bonus since I had played with my real money, and it disappeared. I tried to contact them, but they ignored me. I have a 42-minute video showing how I deposited the €500 and played with my real money, and it was credited to the bonus balance.

You can change the amount of the complaint to €304.60 + €250 + €8.82 = €563.42

I'll send you the video via Tomas's email. I've attached screenshots.

By the way, in the email I sent you, I only told them they'd block my account. I have a video where I contacted the live chat demanding the money, and they ignored me.

I ask for the help of the casino guru team.

Thank you!

Thanks for the explanation.

Are you able to forward the communication between you and the casino regarding the issue in any alternative format we may review?

Looking forward to your reply.

Hello, I have sent you several emails and you have not taken any notice.

Please note that the emails you sent me are regarding a matter that doesn't seem related to the issue you are describing in the complaint thread.

The 2 out of 3 emails you forwarded to me are from May 2024, Please note we don't deal with complaints regarding issues that can be classified as 'cold case', issues more than 6 months old.

If you have any communication exchange saved regarding the recent issue, please share it with me again as best as you can.

Looking forward to your reply.

They don't respond to live chat or emails. This casino is a scam.

If you don't want to help me, tell me like the Goldspin complaint, which you don't even want to reopen when I have all the evidence. It seems like you're going along with the mafia casinos.

There was no response from the casino. I hope you can resolve this for me.

Thanks for your reply

Due to the reasons outlined above, we won't be able to uphold your complaint, and it will be rejected. The complaints regarding incidents that occurred more than 6 months ago are deemed as closed cases and won't be pursued. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.