GetSlots Casino - Player’s account is closed and funds are delayed.

On approx the 13th July, my account with Get Slots was closed by the operator with no explanation provided at the time. My account balance of 1098€ has been withheld since then.The withdraw was made to my Eth wallet on the 8th July being the same date i uploaded kyc information.

I have contacted their support team multiple times requesting:

The specific reason for the account closure.

The specific clause in their Terms & Conditions permitting them to withhold my balance.

A clear timeline for resolution.

To date, I have received only generic and automated responses (see below correspondence), including messages stating they are "awaiting an update from the relevant department" with no further detail or timeline provided, despite the matter being open for over two weeks.

I believe this constitutes an unjustified delay and withholding of funds with no grounds communicated to me. I am requesting Casino Guru's assistance in obtaining a substantive explanation from the operator and the release of my balance.

Amount in dispute: 1098€

Date of first deposit / account opening: 8th July

Date of last contact with casino: 27th July

Supporting evidence below:

Dear Sean,

We would like to inform you that we are currently awaiting an update from the relevant department regarding your request.

As soon as there is any progress or information available, you will be promptly notified via email.

We appreciate your patience and understanding in this matter.

Please know that our team is actively working on it, and we are putting forth our utmost effort to address it as quickly as possible.

If you have any questions or need further assistance, please do not hesitate to contact us.

Best regards,

Molly,

Casino support team

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GetSlots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Is your player's account verified? Which documents were you asked to provide during the verification process, if any?
• Could you please share with me the 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

Dear Tomas,

I played slots and learned of account closure after i made a withdraw.Each time you email they send a generic email stating they are actively working to resolve the issue or ask you for documents they have already had. Yes i had a bonus.

They have had ID, Address proof, selfie and deposit proof of crypto along with my wallet address but i have forwarded emails to you.

Regards.

Sean

Dear DublinJackpot,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear DublinJackpot,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite GetSlots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear DublinJackpot,

We would like to inform you that your account is currently undergoing verification.

We have sent an email outlining the documents required to complete this process. In addition, please provide Source of Wealth documentation and complete the short questionnaire sent to your registered email address.

In line with our Anti-Money Laundering (AML) procedures, we are required to verify that the funds used for deposits originate from legitimate sources. Source of Wealth documentation should demonstrate the origin of the funds used on our platform.

Acceptable documents may include, for example:

• Salary slips or bank statements showing salary payments
• Proof of business ownership or business income
• Documentation relating to the sale of a property
• Inheritance documentation
• Divorce settlement documentation

Please provide documentation covering the period from May through July (three months).

You may reply directly to our email and attach the requested documents. They will then be forwarded to the relevant team for review as soon as possible.

If you have any questions or need assistance with the required documentation, please let us know.

Kind regards,

GetSlots Casino

Thank you, GetSlots Casino, for the update!

Dear DublinJackpot,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.