The player from Greece encountered repeated account closures after requesting withdrawals of 175 euros and 305 euros. Despite having completed the necessary identification steps since day one, the casino insisted on additional documentation that the player's bank could not provide. He expressed frustration over the lack of communication. The Complaints Team was unable to proceed with the investigation due to the player's lack of response, which led to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to continue communication.
Fast Slots Casino - Player’s account is closed with delayed withdrawals.
Closed
Our verdict
Player stopped responding
Amount: €305
Fast Slots Casino
Safety Index:LowCase summary
Discussion
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5 months ago
Translation
Listen to what the situation is with this casino! On October 2nd I requested a withdrawal of 175 euros! After a few hours I try to log in to my account to see what is happening and I notice that it has been closed! After a lot of pressure with them after 8 hours they opened my account and added the withdrawal without telling me the reason why my account was closed! I made the mistake and continued playing at this company. On October 3rd I request a withdrawal of 305 euros! After a few hours my account is closed again with an active withdrawal immediately!
I sent them emails one after another and finally they replied telling me the following! To send a bank statement, where the address, bic/swift, Iban and name will be indicated, a selfie with the ID, and to write down my Iban in writing in the email! I did all this and sent it! To note that my account has been fully identified since day one! They replied to me by email that it is necessary to also indicate the address in the bank statement! I contact my bank and they tell me that it is not possible for them to issue me a document that lists everything!
I should note that I sent them an extra document that clearly shows my residence (tax return, tax return) in combination with the bank statement! So they're throwing everything away and they're not paying me.
People are scammers! Can you help me in any way?
Automatic translation:
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5 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fast Slots Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you previously sent documents proving your address during the verification process? Which kind of document have you provided in the past?
- Did you achieve your current balance with the help of a bonus?
- Did the casino justify its decision to close your account on both occasions?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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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5 months ago
Dear vasileior,
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.
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5 months ago
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,
Tomas
Casino.Guru
