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

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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