Slots Charm Casino - Выигрыш игрока конфискован.

Had Winnings of €21.710.70 on 19/06/2025.. SlotsCharm accused me of bonus abuse and maxbet violation which apparently occurred on 21/06/2025 but the confiscation didn't take place until 27/06/2025 when I attempted to make a withdrawal.. At this time the bonus was inactive and SlotsCharm has confirmed that no violation occurred on 19/06/2025.. I have constantly disputed the accusation but they refused to listen.. I had received a payment from them of €3.706 which was for deposit refund, even though they claim in Terms and Conditions they don't refund deposits!!.. They then states it was for confiscated Winnings, which doesn't add up.. There has been numerous discrepancies throughout this process which I can provide proof of as I have every email sent/recieved since this began.. On 02/09 a payment of €3.706 was allegedly sent to my debit card but wasn't received, it was to take upto 15 business days to clear and to this day it still hasn't been received (23/11/2025).. Now after all this time the reason they can't do anything as they are waiting on certain Bank Codes to locate payment.. I provided bank statements showing payment hadn't been credited to my Bank Account.. Probably due to the fact that they haven't actually released payment..

I offered a compromise to them, I was happy to accept the sum of €10.000 just to put an end to this matter, I'm not a greedy person and was more than happy with my offer if accepted.. Now all my emails are being ignored, I can use Live Chat session's which I have but don't expect the messages to be forwarded..I've attempted all I can but they won't co-operate.. I have informed SlotsCharm that I will take Legal Action but hopefully you can help..

I've also closed my account with them due to a gambling addiction which they were informed of, they don't appear to have any issues with me reopening it even knowing this.. I've discovered that they have sister site's which I can open an account with these details being known.. I really hope you can help me to get back what I rightly won..

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Freaky33,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Slotcharm .

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you breached the max bet at this casino, please?
• Do you have an access to your game history, please? If so, could you please share it with me?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].

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,

Katarina

Dear Freaky33,

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,
Katarina
Casino.Guru

Hi.. Thanks for getting in touch.. I don't know what happened to the replies I sent to you..

I have attempted to get my game history in SlotsCharm but there is nothing available, I was also able to reopen my account with them despite them knowing about my gambling addiction.. Regarding the MAXBET violation, I explained in the 1st message that as far as I knew I didn't breach this.. The alleged violation occurred on 21-23/06 but the confiscation didn't take place until 27/06, even though they claim breaches are immediately flagged up.. I've attached a few screenshot of emails etc.. Hopefully you receive them this time

Dear Freaky33,

Thank you for your emails, which I have received. Please note that they were incorrectly routed to my spam folder.

In addition, could you please provide me with a copy of your self-exclusion request?

Could you also forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi

It's going to take me a while to go through all emails as there is 1000 approximately.. But I will do this as soon as I can..

Dear Freaky33,

have you found any evidence related to this case, please?

Kindly forward it to my email [email protected].

Looking forward to your reply,

Katarina

Hi

I've been unable to get my game history as there is no information showing.. I've added call logs to SlotsCharm and also screenshot with proof of them reopening my account after knowing about my addiction and if you can let me know what other info you need

Apologies this screenshot was missed from previous reply.. It is showing my account with SlotsCharm was blocked and the 1 show it being reopened was in previous

Dear Freaky33,

thank you for your email and patience during this busy holiday season.

• Do I understand correctly that your account is still open and active?
• Are you able to make deposits?
• Could you please share a link to the bonus you have used in this casino?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Best regards,

Katarina

Just contacted SlotsCharm and got bonus details.. Screenshot attached

Hello Freaky33,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru