CLOSED: [Due to the casino’s unresponsiveness]: Slotzania - No Payment Issue

I made several deposits totaling of about $200. On the 4th deposit of $65, it was a match bonus of some sort, I played for a while and ended up doing very well and building it up to nearly a thousand. $125 of it was bonus money after that was subtracted I ended up with a balance of nearly $750 to which I initiated a withdrawal. I was well aware of the wagering requirements because they were very high (40x) and watched this closely to ensure compliance with this casino's T&C's. I was required to provide KYC documents to which I did and actually received confirmation that they were accepted and confirmed, but now they just keep running around saying my withdrawal is still with the compliance team and it's been well over a month.

Disputed amount: 749.56$

Casino: Slotzania

Case #: 4015

Hi Michael Ireland,

Thank you for providing the detailed explanation of your case.

We understand your concern, especially considering the time that has passed and the fact that your KYC documents were already approved.

Please note that this particular casino is not listed on our website, which means we do not have direct contact with their casino representative. Because of that, we cannot guarantee that we will receive feedback from them.

However, we will still reach out to the casino and request further details regarding your withdrawal and the status of your case.

Kindly keep an eye on this thread for any further updates.

Hi Michael Ireland,

We’ve sent a reminder to the casino as we haven’t heard back from them yet. Has there been any progress on your end in the meantime?

Thank you for your patience.

Unfortunately, no. I'll contact thru their chat agent again today and follow up on this thread. 

Hi Michael Ireland,

Unfortunately, we have not received any response regarding your complaint. We will try to contact them once again.

Please note that since this casino is not listed on our site, we do not have direct contact with them. As a result, some casinos may not provide us with a response despite our efforts.

I received a response finally. They're crooks. Seems they're stating I have multiple accounts despite never having used them before and they solicited me. I signed up via an email solicitation to try their new casino. The email I received is below. And it came from slot bunny, not slotzania...

Hi maiway22,

We have received your withdrawal request, which has been rejected.

After a thorough review by our fraud and risk department, we’ve identified multiple accounts associated with your IP address. This situation violates our terms and conditions under clause 6.2 Withdrawing Funds After Using a Bonus: To ensure fair play, each player is allowed only one active account. If multiple accounts are identified, whether linked to the same individual, device, or IP address then- any withdrawals connected to welcome bonuses, first-time deposits, promotional offers, free spins, free chips, or clean deposits may be declined.

You can find the Terms and Conditions here: https://slotbunny.com/terms-of-service

We would like to inform you that your deposit of $65.00 has been returned to your account. At your convenience, please submit a withdrawal request so we can process the refund for you.

We understand this may be disappointing news. If you have any questions or need further clarification, please do not hesitate to contact our support team. We are here to assist you and ensure you have a positive experience with us.

Thank you for your understanding and cooperation.

Kind regards,

Slot Bunny

Hi Michael Ireland,

We are a bit confused about the mention of Slots Bunny, as your complaint was originally about Slotzania.

As far as we can see, these appear to be two sister casinos, but your complaint was specifically opened for Slotzania.

Could you please clarify which casino you were actually playing at? This will help us better understand the situation.

I was playing at slotzania only. I might've tried slot bunny for a freebie a ways back but haven't deposited not played at that site. This is what confused me.

Hi Michael Ireland,

That's really confusing. It would be best if you reply to this email and continue the communication directly with them.

Please also send them a screenshot showing that your deposit was made for Slotzania Casino, along with any other evidence you have to support your case.

I understand what you're saying. If I hadn't exhausted all efforts prior, I wouldn't have used your service. I appreciate what you folks do. You have helped me with several sites in the past that I'd all but given up on. The investigation I requested for Slotzania was my attempt to limit the amount of other folks that might get scammed by this casino. After the investigation I was given an option to open a complaint so I thought I would, but was not expecting much considering the past interactions with the casino in question. I had an account with Slot Bunny where I tried them out in July of last year. I used their free chips then tried to make a deposit but was unable to get it to work. I've attached a screenshot of my entire transaction history with them. Finding out now that they're sister sites sheds light on how they got my email to solicit me for their site. Up until my struggles with my withdrawal, all interactions were with Slotzania. Why they're referencing Slot Bunny is beyond me. Honestly, I feel like they delayed payment until they could find something in which they could disqualify my winnings despite this being one heck of a stretch. I've also attached the T&C's from Slot Bunny in which they referenced for my disqualification and forfeiture of winnings, however they are combining their sites which is not disclosed. I appreciate all the help you've provided. At this point I just want to make sure other players do not get thieved. 🙏

Hi Michael Ireland,

Thank you for your kind words and for taking the time to explain the situation in more detail. This will also help provide transparency for our members

We truly appreciate your feedback and your recognition of the work we try to do here.

We will continue trying to contact the casino to see if there is still a possibility to resolve this issue with Slotzania. While the majority of casinos are open to cooperation and communication is usually efficient and constructive, there are cases where certain casinos choose not to cooperate or fail to respond despite repeated attempts.

We will send another follow-up to their team and see if we can get any further clarification from their side.

If, unfortunately, we are unable to receive a response, our advice would be to consider submitting a complaint to the relevant gaming authority.

We will keep you updated if we hear anything back from them.

Thank you again for your patience and understanding.

Hi Michael Ireland,

Unfortunately, we must mark complaint #4015 as CLOSED due to the casino's unresponsiveness. Despite multiple follow-up attempts, we have not received any reply or clarification regarding your case.

We’re truly sorry for this outcome. As the casino is not listed on our site, the representative has chosen not to cooperate or communicate with us. If we ever receive a response or any update in the future, we will reopen the case immediately and inform you without delay.

Please keep us updated if you hear anything on your end, and we hope you manage to resolve the situation. We are here to assist you again if needed.

Thank you for your understanding.