SLOTFI Casino - Аккаунт игрока был закрыт без видимой причины.

Hello Casino Guru team, I'd like to request your assistance with a dispute I'm currently having with Slotfi. I made a deposit of $100 MXN into my Slotfi account and subsequently won some money. I have a screenshot showing that my balance reached approximately $11,723.22 MXN. I then requested a withdrawal of $5,000 MXN, which appeared in the transaction history with the status "Processing." Subsequently, from my account balance, I transferred $1,000 MXN to the Slotfi "Vault" feature and then transferred another $4,000 MXN to the same Vault. The Vault is presented within Slotfi as a separate section from the balance used for playing. According to the information displayed on the platform, the funds deposited in the Vault belong to the user and only the account holder can access them. Therefore, before losing access to my account, my situation was approximately as follows: $5,000 MXN: withdrawal requested and marked as "Processing." $5,000 MXN: funds I had transferred to the Vault. Approximately $400 MXN: remaining balance in the main casino account. I should clarify that I don't have screenshots of each of those subsequent transactions. The evidence I do have includes a screenshot of the balance of $11,723.22 MXN, screenshots of conversations with support, and other items related to the blocking of my account. I am providing this information as accurately and honestly as possible. While I was using my account normally, Slotfi unexpectedly logged me out and displayed a message asking me to log back in. When I tried to do so, the error appeared: "Account does not exist. [L05-2103--1045]" I subsequently requested a password reset, and Slotfi did send me the correct email. However, after changing the password, when I tried to log in again, the message that the account did not exist continued to appear. I then contacted Slotfi support and was informed that my account had been banned due to "abnormal/arbitrageous behavior." I asked them what specific conduct had led to the ban, but so far they have not explained which specific bet, transaction, promotion, or activity they consider to have constituted arbitrage, nor have they clearly indicated which clause of their Terms and Conditions I allegedly violated. I also reviewed Slotfi's Terms and Conditions. Among other things, I found provisions related to blocked or closed accounts and the withdrawal of funds when an account is no longer accessible. I have already filed a formal complaint with Slotfi's Global Compliance and Regulatory Affairs departments and am awaiting their response. I respectfully request Casino Guru's assistance in contacting the casino to clarify: Why my account was blocked. What specific conduct they consider "abnormal/arbitrageous." What rule or clause I allegedly violated. What happened to my withdrawal of $5,000 MXN, which was marked as "Processing." What happened to the approximately $5,000 MXN I had transferred to the Vault. What happened to the remaining balance in my account. What is the basis for withholding or not returning those funds. I am not necessarily requesting to be allowed to continue playing. My goal is to recover the funds that were credited to my account and resolve the withdrawal that had already been requested before the block. I am willing to provide all available screenshots, emails, and conversations. Thank you very much for your help and for reviewing my case. Sincerely, [Redacted]

Hola, equipo de Casino Guru:Quiero solicitar su ayuda con una disputa que tengo actualmente con Slotfi.Realicé un depósito de $100 MXN en mi cuenta de Slotfi y posteriormente obtuve ganancias. Tengo una captura de pantalla que muestra que mi saldo llegó aproximadamente a $11,723.22 MXN.Después solicité un retiro de $5,000 MXN, que aparecía en el historial de transacciones con el estado "Procesando".Posteriormente, desde el saldo de mi cuenta, transferí $1,000 MXN a la función llamada "Bóveda" de Slotfi y después transferí otros $4,000 MXN a la misma Bóveda.La Bóveda se presenta dentro de Slotfi como una sección separada del saldo utilizado para jugar. Según la información que muestra la plataforma, los fondos depositados en la Bóveda pertenecen al usuario y solamente el titular de la cuenta puede disponer de ellos.Por lo tanto, antes de perder el acceso a mi cuenta, mi situación era aproximadamente la siguiente:$5,000 MXN: retiro solicitado y marcado como "Procesando".$5,000 MXN: fondos que había transferido a la Bóveda.Aproximadamente $400 MXN: saldo restante en la cuenta principal del casino.Aclaro que no tengo capturas de cada uno de esos movimientos posteriores. La evidencia que sí conservo incluye la captura del saldo de $11,723.22 MXN, capturas de las conversaciones con el soporte y otros elementos relacionados con el bloqueo de mi cuenta. Estoy proporcionando la información de la manera más precisa y honesta posible.Mientras estaba utilizando mi cuenta normalmente, Slotfi cerró mi sesión inesperadamente y me apareció un mensaje solicitando que volviera a iniciar sesión. Cuando intenté hacerlo, apareció el error:"La cuenta no existe. [L05-2103--1045]"Posteriormente solicité restablecer mi contraseña y Slotfi sí me envió correctamente el correo para restablecerla. Sin embargo, después de cambiar la contraseña, al intentar iniciar sesión nuevamente continuaba apareciendo el mensaje de que la cuenta no existía.Después contacté al soporte de Slotfi y me informaron que mi cuenta había sido prohibida debido a "comportamiento anormal/arbitrajista".Les pregunté qué conducta concreta había provocado la prohibición, pero hasta el momento no me han explicado qué apuesta, transacción, promoción o actividad específica consideran que constituyó arbitraje, ni me han indicado claramente qué cláusula de sus Términos y Condiciones habría infringido.También revisé los Términos y Condiciones de Slotfi. Entre otras cosas, encontré disposiciones relacionadas con cuentas bloqueadas o cerradas y el retiro de fondos cuando una cuenta ya no es accesible.Ya presenté una reclamación formal ante los departamentos de Global Compliance y Regulatory Affairs de Slotfi y estoy esperando su respuesta.Solicito respetuosamente la ayuda de Casino Guru para contactar al casino y aclarar:Por qué mi cuenta fue bloqueada.Qué conducta concreta consideran "anormal/arbitrajista".Qué regla o cláusula supuestamente infringí.Qué ocurrió con mi retiro de $5,000 MXN, que estaba marcado como "Procesando".Qué ocurrió con los aproximadamente $5,000 MXN que había transferido a la Bóveda.Qué ocurrió con el saldo restante de mi cuenta.Cuál es el fundamento para retener o no devolver esos fondos.No estoy solicitando necesariamente que me permitan continuar jugando. Mi objetivo es recuperar los fondos que estaban acreditados en mi cuenta y resolver el retiro que ya había sido solicitado antes del bloqueo.Estoy dispuesto a proporcionar todas las capturas, correos y conversaciones que tenga disponibles.Muchas gracias por su ayuda y por revisar mi caso. Atentamente, [Redacted]

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Dear jazo,

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.

Could you tell us which games you focused on: slots, live casino, sports betting, etc.? SLOTS

Did you pass verification before losing access to your account? YES

Did you accumulate your earnings with or without an active bonus? WITHOUT AN ACTIVE BONUS

Podría indicarnos en qué juegos se centró: tragamonedas, casino en vivo, apuestas deportivas, etc.? TRAGAMONEDAS

¿Superaste la verificación antes de perder el acceso a la cuenta? SI

¿Acumulaste tus ganancias con o sin un bono activo? SIN UN BONO ACTIVO

Thank you for your attention and I hope you can help me. I'm not interested in recovering my account; what I want is my full balance or at least the money I had in the vault.

Agradezco su atención y espero me puedan ayudar, no me interesa recuperar mi cuenta lo que quiero es el saldo que tenía completo o al menos el dinero que tenía en bóveda

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

Dear jazo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru