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Hi Iciu1989 - welcome to CasinoReviews.com!

Please read our Complaint Guidance and our Complaints FAQ to ensure that you fully understand how our complaint management process functions.

Thank you for your submission. In order to review your issue in more details, please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.
Please use the forward function on your emails rather than taking screenshots.

Could you also please confirm where you are currently residing?

Thanks,
CasinoReviews.com Complaints Team

Good day,

In response to your request for correspondence and documents, I would like to inform you that most of my contact with the SlotHunter casino was conducted via the chat available on the casino’s website. Unfortunately, after the operator unilaterally closed my account, I lost access to the history of those conversations and currently have no way to recover them.

After the account was closed, I tried to contact the casino via email, but as you can see, I was ignored and they stopped responding to my messages. I received the last reply on May 13, 2025, and that was the final message I received from them stating that the refund applies only to the deposit and that it was processed correctly.

While reviewing the emails again carefully, I confirmed that I have sent all correspondence to you yesterday, including the one from May 13. I apologize for the previous mistake when I mentioned May 8 as the last contact date—I had overlooked this message.

I completed the identity verification (KYC) 100% through the Hooyu platform – I submitted all the required documents, and the process was successfully completed. I am attaching the message I received from Hooyu during this process. Therefore, the casino had full access to my personal data and approved documents.

I am currently residing in Poland and I cannot reconnect to the SlotHunter website because access from Poland is blocked.

I kindly ask if, as part of reviewing this case, you could – on my behalf – request the SlotHunter casino to provide the history of my chat correspondence? Of course, I give my full consent for this. Unfortunately, I myself have lost contact with them and my attempts to get any responses have remained completely unanswered.

I would also like to ask if you require a copy of my KYC verification carried out by the Hooyu platform in order to review my case. Unfortunately, I do not know if or how I can obtain an official document confirming this verification from Hooyu, so please let me know if you could contact Hooyu to provide such confirmation on my behalf.

Of course, I give my full consent for this.

I sincerely hope for your assistance in resolving this matter. If no satisfactory resolution is reached with SlotHunter, I will be forced to continue actions aimed at recovering the withheld funds through other official channels.



wt., 20 maj 2025 o 14:27 Dispute Resolution Official (CasinoReviews) <complaintreply@casinoreviews.com> napisał(a):

Hi Iciu1989,

What address did you enter when you registered your account with SlotHunter? As Poland is included in the the SlotHunter Terms and Conditions as a restricted country and is not available as an option to select on the registration form.

Thanks,
CasinoReviews.com Complaints Team

Thank you for your response. In reference to your question about the address I provided during registration – it was a temporary address in Germany, where I was staying at the time I created the account. It was a short-term stay – first in a hotel, and then at a private residence.

I would like to emphasize that this was my first registration at a foreign online casino – until then, I had only played at Total Casino in Poland, where I never had any problems. Therefore, my knowledge of foreign procedures was limited. I only knew that playing from within Polish territory is prohibited, so I used the casino only while staying abroad.

Most of my contact with SlotHunter support took place via live chat – the conversation mainly concerned problems with data verification. My phone number was verified manually and quickly, but the following days (two days of conversations in total) were focused on clarifying the address issue.

I explained that I frequently stay abroad, but my permanent address – where I receive all bills (utilities, banking, etc.) – is in Poland. I asked if, in my situation, I could provide this address, as I have official documents confirming it. They replied that I should change the address and provide confirmation.

I didn’t fully understand that they meant I had to provide a foreign address, and I sent them my Polish address in response – where it clearly stated “Poland.” At that time, I was not informed of anything – support did not point out that a Polish address violates their terms. Only after completing the full verification process was my account suddenly closed.

I completed the full verification process through Hooyu – the KYC procedure was 100% successful, and I submitted all required documents. The next day, I contacted support again, and only then was I informed that a Polish address cannot appear in the documentation, in accordance with their terms.

I emphasized that I would like to continue using their casino, which had made a very positive impression on me – I even planned to start game streaming (I have accounts on Kick and YouTube). However, I was told that in my situation, there was no possible solution.

So, I wrote that I would close the account to avoid any problems in the future – literally moments later, I received a message that my account had been closed unilaterally. Unfortunately, I did not manage to copy the full chat history.

I would also like to add that my friend – a lawyer – reviewed my situation and was the one who advised me to file a complaint through your portal, as I did not provide any false documents, did not act in bad faith, and did not try to hide anything. I simply wanted to complete the verification, but encountered problems that I didn’t fully understand as a first-time user of a foreign casino.

I was unaware that specific documents confirming a temporary foreign address were required – especially if someone is only staying temporarily and does not have any utility bills in their name. I had the account for a very short time and was constantly trying to complete the verification – I even had issues with phone verification, which was finally resolved manually with support’s help.

I would also like to point out that deposits to the account were possible without any issues and without verification, but when a larger win occurred, there was no flexibility in resolving the situation – only the closure of the account.

I kindly ask for understanding and an objective view of the situation.

Sincerely,
**▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇**



czw., 22 maj 2025 o 14:59 Dispute Resolution Official (CasinoReviews) <complaintreply@casinoreviews.com> napisał(a):

Hi Iciu1989,

Specifically, which dates did you engage play at SlotsHunter Casino? And what evidence can you provide that you weren't in Poland at the time of this play?

Thanks,
CasinoReviews.com Complaints Team

Thank you for your response. Regarding the period during which I played at SlotsHunter Casino, it was approximately between April 20th and May 7th. I had the account for a very short time, around two weeks. I only played while I was staying in Germany.

Unfortunately, I do not have documents that would clearly confirm my place of residence at that time, because I didn’t know such documents would be required. This was my first time registering at a foreign online casino, and to be honest, I was unaware of many rules. Previously, I had only played at Total Casino in Poland, where everything worked simply and without any issues.

During the registration process and while making a deposit, there was no indication that I would need to provide any proof of address abroad. I was convinced that since I was staying in Germany at the time, I could legally use the casino.

I was simply interested in playing and testing out the casino, which made a good impression on me. I had no bad intentions and wasn’t trying to hide anything — I just didn’t know all the rules. If someone had told me earlier that I needed, for example, a utility bill or proof of address, I would have tried to obtain such a document — or I wouldn’t have registered at all.

I kindly ask for your understanding — I realize that I didn’t do everything perfectly, but I hope my situation will be evaluated objectively.

**Sincerely,**
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇



pt., 23 maj 2025 o 16:08 Dispute Resolution Official (CasinoReviews) <complaintreply@casinoreviews.com> napisał(a):

Hi lciu1989,

Sadly, if you cannot evidence that you were not in Poland at the time of your play, you are in a situation where you are resident in a restricted country and relying solely on your word to verify your claims that the play occurred whilst you were elsewhere.

Before we could do anything to support your claim, you would need to be able to provide verifiable evidence of your location during the period of play.

Thanks,

CasinoReviews.com Complaints Team

Dear Sir or Madam,

My colleague, a lawyer, wanted to ask you a few questions and present a legal position, as this entire matter raises serious concerns regarding the compliance of SlotsHunter Casino’s actions with applicable law and the principles of fair treatment of players.

I would like to address you again regarding SlotsHunter Casino and the situation that occurred with ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.

▇▇▇▇▇▇▇▇▇▇ registered an account at the casino during a temporary stay abroad. During registration, he provided his foreign, temporary address, but was unable to complete verification—not due to an attempt to circumvent the rules, but because of technical errors in the process (including the inability to verify his phone number). The account was new, registered for about two weeks, and the user was a new player with no experience in foreign online casinos.

▇▇▇▇▇▇▇▇▇▇ was aware that he could not play at the casino while in Poland, which is why he only played while temporarily abroad. According to Polish law, playing at a foreign online casino is prohibited within the territory of Poland (Article 107 §2 of the Fiscal Penal Code), but it is not illegal when done from the territory of another country. ▇▇▇▇▇▇▇▇▇▇ was outside Poland at the time of play, thus not breaking any law or casino regulations.

Despite multiple attempts to contact the casino and clarify the situation, we have not received a clear response. We understand that, as an intermediary, you may not have direct influence over the operator's decisions, but we kindly ask you to firmly request a clear explanation from SlotsHunter Casino regarding this matter.

Nevertheless, the casino returned only the deposit (€25), and the entire winnings were withheld—without a clear explanation and with no possibility of appeal. Furthermore, communication with the casino was suddenly cut off—we have received no responses despite numerous attempts.

As you can see, ▇▇▇▇▇▇▇▇▇▇ did not break the law, did not act in bad faith, and did not use false documents. This is precisely what licensed casinos are for—to provide players with safe and fair gaming conditions, not to seize winnings simply because the player was inexperienced and unaware of the requirement to provide proof of address.

If a satisfactory resolution is not achieved through your service, we will be forced to pursue our rights through legal channels, including demanding statutory interest for the unlawful withholding of ▇▇▇▇▇▇▇▇▇▇'s funds, and reporting the situation to the appropriate regulatory authorities as a potential breach of licensing obligations by SlotsHunter Casino.

▇▇▇▇▇▇▇▇▇▇ did not break the law, did not commit fraud, and support services should assist players—not seize legitimate winnings. If this matter is not resolved via your service, we will consider further steps, including pursuing interest due to the freezing of funds and reporting this situation to relevant regulatory bodies as a potential violation of licensing requirements by SlotsHunter Casino.



wt., 27 maj 2025 o 19:17 Dispute Resolution Official (CasinoReviews) <complaintreply@casinoreviews.com> napisał(a):

Hi Iciu1989,

You have already received clear ground for this service rejecting your claim. As no point have we made reference to the legal status of online gambling in Poland. This service is appointed by the Malta Gaming Authority to enforce MGA licensing standards. We are not empowered to enforce Polish laws.

As you are clearly aware, Slot Hunter Casino prohibits play from Poland. This is clearly detailed in the operator's terms of use as follows:


> "Users from the following countries and their territories (“restricted countries”) are not allowed to deposit and play real money games: Afghanistan, Albania, Algeria, Angola, Anguilla, Armenia, Australia, Azerbaijan, Bahrain, Barbados, Belarus, Belgium, Belize, Bosnia and Herzegovina, Brazil, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Cayman Islands, Central African Republic, China, Colombia, Comoros, Congo, Cote D’Ivoire, Cuba, Cuba, Czech Republic, Eritrea, Estonia, Ethiopia, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Georgia, Ghana, Gibraltar, Greece, Guatemala, Guinea, Guinea-Bisau, Guyana, Haiti, Hong Kong, Hungary, India, Iraq, Islamic Republic of Iran, Israel, Italy, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Lao PDR, Lebanon, Liberia, Libya, Lithuania, Macau, Mali, Mauritius, Mayotte, Mexico, Moldova, Morocco, Mozambique, Myanmar, Nicaragua, Niger, Nigeria, Niue, North Korea, Norway, North Macedonia, Ontario (Canada), Pakistan, Palestine, Panama, Paraguay, Portugal, Russian Federation, Romania, Rwanda, Réunion, Serbia, Sierra Leone, Slovakia, Slovenia, Somalia, South Sudan, Spain, Sudan, Syrian Arab Republic, Swaziland, Tajikistan, Tanzania, Thailand, the Netherlands, Timor-Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turks and Caicos Islands, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States of America, Uzbekistan, Vanuatu, Venezuela, Yemen, Zimbabwe, **Poland**, Cyprus, Japan. The casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this restricted countries policy."


Beyond their terms and conditions, the operator prohibits users from accessing their site from a Polish IP address, and provide no option to select Polish addresses in their registration form:

 ![](https://blexr.zendesk.com/attachments/token/H9lEEmSnJ4B2mUmqa5mS6K8ft/?name=image.png)

Registration or play from Poland is clearly prohibited by the operator's terms of use.

With regard to your claims that the play in question occurred whilst you were not in Poland, despite our request, you have been unable to provide any evidence whatsoever to validate this claim. Given the lack of supporting evidence, beyond you word, it is not possible to take this claim into consideration with regard to the management of this case.

That being the case, and given that the only verification documentation that you can provide is for a restrict residence, the play in question has to be consider in breach of the operator's terms of use.

Whilst we understand this is not the outcome that you were hoping, there is nothing further that this service can do for you. The outcome of this claim does not impact your rights to pursue this matter via the relevant court systems and you should feel free to investigate those options via your legal representation.

CasinoReviews.com Complaints Team

I’m sorry for taking up your time. I thought you could help ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇, I thought you handled such matters. Goodbye, this is my last message to you. Best regards.



śr., 28 maj 2025 o 16:10 Dispute Resolution Official (CasinoReviews) <complaintreply@casinoreviews.com> napisał(a):

Found for the Operator - The submitting player can provide no evidence to support their claim that they were not in a prohibited jurisdiction at the time of the play in question.

**Dear Sir/Madam,**

I am writing to formally file a complaint against SlotHunter casino regarding the unfair treatment of my account and financial funds.

From the beginning, I have been trying to properly verify my account and acted in good faith — this was my first registration at an online foreign casino, so I carefully inquired about how to meet all the requirements.

1. **Phone Verification**
I attempted several times to confirm my phone number, but due to technical errors, it was impossible. Only after manual intervention by the support team was the process successfully completed.
2. **Address Verification Attempt**

- My profile showed a temporary foreign address, which I could not document (I am only temporarily residing there).
- A consultant advised me to enter my permanent address in Poland, assuring me that the verification department would “get in touch.”
- After a few hours, I was informed that the Polish address could not be accepted and that I must provide a document confirming the temporary foreign address. I explained that I did not have such a document and asked for an alternative solution — the response was: “There is none.”

1. **Account Closure and Withholding of Winnings**
After the manual phone verification, I asked again how to verify my address in my situation. When I heard that no other solution existed, I concluded that I would likely have to close my account to avoid problems in the future. Within seconds, I received a message that the casino had unilaterally closed my account. Only my deposit of €25 was refunded, while the entire winnings (€1,600) were withheld.
2. **Gameplay and Balance Amount**
I deposited €25, played many games, and ended up with a balance of over €1,600. Such a low deposit relative to the winnings excludes suspicion of money laundering.
3. **No Violation of Terms and Conditions**

- Identity verified by Hooyu.
- Payment method (MiFinity) confirmed.
- I played according to the rules, used real data, and acted transparently.
- I was not aware that a temporary stay abroad could result in losing winnings; such information was not stated in the terms or correspondence.

1. **Lack of Response from the Casino**
After the deposit refund, I emailed asking why the winnings were not paid out. I only received information that the refund “covers the deposit only” and that everything was done according to procedure. The last response was on May 8, 2025. The casino did not reply to subsequent messages in which I requested clarification and reconsideration. Due to the lack of response and exhaustion of amicable resolution attempts, I am forced to submit this complaint.

To this day, I have not been presented with the rule I supposedly violated. I consider the withholding of winnings unlawful and inconsistent with transparency principles.

I kindly request a thorough investigation of my case and assistance in recovering my rightful funds. Should a satisfactory resolution not be reached, I will escalate the matter to the Malta Gaming Authority and other relevant authorities.

Sincerely,
▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

**Attachments:**

- Complete email correspondence (PDF)
- MiFinity deposit confirmation (PDF)
- Screenshots of balance (€25 deposit → €1,608)

Slot Hunter Casino - Account Closure and Unjust Withholding of Winnings

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