The player from Germany faced issues with her casino account, needing to provide proof of salary despite having deposited over €10,000. After numerous attempts to withdraw, she was told her account was not fully verified and demanded a refund of all her deposits totaling €9,800. The Complaints Team reviewed her situation but concluded that there was insufficient evidence of an active balance or valid reasons to pursue a refund, leading to the closure of the complaint.
Fast Slots Casino - Player's account has been closed for verification issues.
Closed
Our verdict
Other
Amount: €10,000
Fast Slots Casino
Safety Index:LowCase summary
Discussion
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2 months ago
Translation
I've been playing there for ages, and there were never any problems before.
On September 25th, the chat message told me I needed to provide proof of my salary, otherwise they couldn't pay me out. I asked where I should upload the proof, but received no response.
Since September, I've been able to deposit over €10,000 without any problems. Then, on November 2nd, 2025, I tried to withdraw €500, but it didn't work, and I was told to submit more documents. After endless back and forth, and after I canceled the withdrawal, on November 4th, 2025, I was told "your account is 100% verified," so I was able to withdraw a small amount and deposit it again without any issues. On November 10th, I tried to withdraw another €150. This time, I was told I had to submit documents again. The same ones as six days earlier. Outrageous.
Payment cancelled.
Since my account is apparently not fully verified according to fastslots, I now demand a refund of ALL deposits since September 2025, minus withdrawals, totaling 9,800 euros.
If I'm not allowed to withdraw funds, I shouldn't have been allowed to deposit them in the first place! I've attached email correspondence and deposit details.
Please help me. How can you let me deposit this amount without any oversight, and then make withdrawals such a problem? I'm happy to reach an amicable settlement, but I'd like all or a large portion of my deposits back by September. Don't try to take me for a fool.
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2 months ago
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.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fast Slots Casino. Please note that whether it's a payout or a refund, these transactions can be processed only after verification is completed. We might not ask the casino to refund you for funds that were played down during gameplay; however, we'll try to assist you with your payout request.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you attempted to send the bank statement and other PDF documents to the casino, as in your previous attempt from November 4th?
- Other than a bank statement, what proof of income did you provide to the casino? Is your income not all sent to your Revolut bank account?
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,
Tomas
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2 months ago
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Yes, the account was fully verified on November 4th (I've already sent you proof via email).
A week later, when I came back for the payout, I had to verify my identity again. The same thing all over again. Bank statement, proof of pay, income from rent, child benefit, part-time job.
I've been playing there for over a year, and deposits and withdrawals have always gone smoothly. I've had the Revolut account for about seven months, and it's verified; I've already made withdrawals from it. I only use the Revolut account for gaming; my salary and other income go into a different account. I used that one for gaming before, and it was also verified. Everything went well until now. I submitted my payslip in PDF format. I also provided proof of child benefit and rental income, as well as bank statements showing my deposits. But suddenly, I'm supposed to do this weekly.
Now that my payment has been cancelled, suddenly they said, "Oh, the format is correct after all," but now they want bank statements with all transactions. Well, that's none of their business, sorry, what I buy for my children with my money is irrelevant.
Nobody cared about the deposits; I was allowed to deposit 10,000 in 2 months, but they objected to a 150 Euro withdrawal.
So I shouldn't have paid in at all! But nobody cared.
Insist on a refund of all deposits made from September 12, 2025 onwards! From that date on, I couldn't withdraw any money, but I kept depositing!
The account is not closed! That's not the issue! The issue is about permitted deposits of any amount and blocking withdrawals!
Where else can I send supporting documents?
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2 months ago
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The account has only been temporarily verified again! So, deposits can be made without restrictions, but withdrawals are subject to lengthy verification processes!
Claim your deposits back now!
"After reviewing your account with the verification team, your Proof of Funds (SOF) has been provisionally approved. This means your account is currently verified, and you can enjoy your casino gaming experience without worry. 🎉"
Please note that it is quite likely that further documents may be requested in the future, so be prepared.
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2 months ago
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So now my account has been closed because I filed a complaint. But I'm not giving up that easily.
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2 months ago
I understand your frustration; however, the reasons you are describing are not valid reasons for us to pursue a refund of your deposits.
- Currently, is there any balance withheld or confiscated on your player's account?
- Did the casino explain the reason why they closed your account?
Looking forward to your reply.
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2 months ago
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There has been no further response from the casino.
There was no information regarding the closure. It came without comment after I complained.
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2 months ago
There is little we can accomplish without your confirmation that there was an active balance on your account, despite your negative experience.
Due to the aforementioned reasons, this complaint will now be closed. 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.
