I won a progressive jackpot, filed all there papers and id verification. The casino said because I have a criminal record they won't pay me and my account has been deleted.

Dear Corrigan88,

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

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

• Have you made any deposits in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Is there any criminal record related to your online casino gambling activity?
• Could you please share 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I only made 2 deposits the first one for 25$ and I was playing a progressive slot and hit the jackpot for around 8k . No bouns money , just straight up money ..no online criminal activity... I do have a criminal record from about 11 years ago but it's drug related not fraud or anything to so with the internet.

Thank you very much, Corrigan88, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Corrigan88,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hi Corrigan88,

Thank you for bringing this matter to our attention.

We have thoroughly investigated your query and can provide a clear explanation of the situation for your understanding.

Our investigation revealed that you did sign up for an account at Slotgard Casino, then went on to make a deposit, and achieve a significant win. You then completed submission of the requested documentation, and upon further review, was flagged due to a criminal record. A detailed report was then requested from our 3rd party Risk and Fraud Institution where it was found that you had been flagged for multiple criminal charges, some very recent. Further, the nature of some charges is in fact linked to misdemeanors and felonies that will pose a major risk to the casino.

As soon as the report was received by our internal fraud and risk department, a decision was immediately taken that you would not be permitted to hold an account at the casino. In good faith, your deposit was also refunded.

Please understand that if players are found to have arrest or criminal records, the casino reserves the right to close that player’s casino account as well as cancel any pending withdrawal, based on the nature and severity of the crime. 

We wish you well in your future endeavors.

Kind regards,

Slotgard Team

Hello Corrigan88,

The casino proved that your criminal history in this case may prevent them for paying you the winnings. I would suggest you to contact the casino regulator, if you believe that the casino has wrong information.

Unfortunately, in cases where a criminal record is at stake, we cannot take any action because we lack detailed information.

Dear Corrigan88,

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.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.