Gslot Casino - Player’s account has been closed and funds are frozen.

After not hearing from the Gslot support team for about a month I tried to access the gslot website and saw that it is offline and Gslot has been closed.

I have €45.000,- in my frozen account (I did not want to gamble away my winnings so I let my account be locked) and withdrew the previous money by E-Mail requests.. is there any way I can get this balance to my bank account?

Dear hlan,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation with your frozen account at Gslot, especially with such a significant amount involved.

From our database, we can confirm that Gslot Casino has been closed since the beginning of November. This is why you are unable to access the website. Given the circumstances, we would like to ask the following questions to clarify your situation:

Account Verification:

• Was your account verified before Gslot closed, and did you complete any required verification processes?

Access Timeline:

• When was the last time you were able to access your Gslot account or attempt to withdraw funds?

Communication with Gslot:

• Have you received any response from Gslot support regarding your request to withdraw your balance, or any notifications about the closure of the casino or account status?

If you have any relevant communication from Gslot, please forward it to [email protected] for further review.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello Petronela,

thank you for you reply! I'm gonna sum up my response to your questions here and I will forward you the communication I had with Gslot via E-Mail.

Account Verification:

Yes, I have verified my account by uploading I believe it was a picture of my passport.

Access Timeline:

I cannot access my account since 20.02.2024 because I told them to freeze my account so I don't gamble away my winnings. After that, I was able to withdraw my remaining balance step by step via E-Mail communication, which I will forward you via E-Mail to [email protected]

Communication with Gslot:

As I already said, yes I was able to communicate with Gslot via Mail to withraw my balance step by step. The last E-Mail from them I received on 29.10.2024.

As for the account closure, I did not at any point receive any notification, that the Gslot casino will be closed.

Thank you for trying to help me out!

Best regards,

Andreas

Dear hlan,

Thank you for your detailed reply and for agreeing to forward your communication with Gslot. This will help us better understand the situation. To proceed, I have a few additional questions:

Communication Channels:

Apart from email, did you attempt to contact Gslot through other means, such as phone support, or social media? If so, did you receive any responses?

Sister Casino Contact:

Gslot Casino is owned and operated by N1 Interactive Ltd, the same company that operates N1 Casino. We suggest you also reach out to their sister casino at [email protected] to inquire if they can assist you with your outstanding balance.

Thank you for your cooperation. Once we have the additional details and the forwarded email communication, we’ll do our best to assist you further.

Hello Petronela,

Communication Channels:

Yes, i tried to contact my vip manager Jan via WhatsApp but got no reply there aswell.

Sister casino contact:

Yes, i tried contacting N1 casino via [email protected] on 26.11.2024 but also got no response. Do you have any contacts to N1 Interactive Ltd which you can reach out to?

Best regards,

Andreas

Thank you very much, hlan, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, hlan,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. As for your question - yes, we have some contacts in our internal database, which I will contact for sure.

Since I can see the casino has a casino representative account set up in our system, now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Gslot Casino team,

Could you please explain the player's situation in more detail?

How can he withdraw his remaining balance? Can you provide him with instructions on how to proceed?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, hlan,

Just to let you know I am extending the timer once again, likely for the last time, contacting all possible contacts for casino representatives we have, especially outside the thread.

However, please note if nothing changes or no one from the casino contacts me with relevant information/details regarding the matter until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding. Waiting for the casino's response.

Hello Branislav,

wouldn't it be possible to contact N1 Interactive Ltd? Do they have representatives here?

Since Gslot does not operate anymore, I'm pretty sure they won't answer here..

Kind regards,

Andread

Yes, hlan, of course. That is exactly what I am trying to do outside the thread. I got in contact with a representative, and currently I am waiting for news/updates. It may take some time, and maybe I will extend the timer once again if they need more time. It is not only about me and one representative I am in contact with.

Once I have anything relevant, I will inform you about it.

Thank you for your patience and understanding.

Hello Branislav,

did you hear back from someone at N1 Interactive Ltd.?

I just received a 5000€ payment from an irish IBAN I don't know.

Kind regards,

Andreas

Hi, hlan,

Yes, the casino contacted me back via email recently, and it looks like the payment was probably from them.

Message for you:

"Dear Player,

Thank you for reaching out and sharing your concerns. We understand that this situation may have been frustrating, and we truly appreciate your patience.

We want to reassure you that your well-being as a player is our priority. Your account was previously closed due to gambling-related concerns, which applies not only to Gslot but also to our sister brands. This decision was made in full accordance with our responsible gaming policy, as we strongly support players in maintaining control over their gaming habits.

Due to the nature of this closure, access to your account remains restricted. However, we want to assure you that your withdrawal request has been processed accordingly. As per our procedures, withdrawals for accounts closed due to gambling-related concerns require a direct email request. We have received your request, and as of yesterday, your payment has been approved. We expect that you will receive it shortly.

Additionally, we have taken steps to ensure that your future inquiries will be received and addressed as efficiently as possible. We sincerely regret any delays caused by previous technical issues.

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

Best regards,

Gslot Team"

Now, since the disputed amount is much higher and it is not completely clear if the payment you received was from the casino, I will ask the casino for information about the rest of your remaining balance and further details regarding the withdrawal process under such circumstances. For now, it looks like you will have to ask for withdrawals only via email, manually.

To keep track of the complaint processing time, I am setting up the time again for the casino, waiting for their response and details via email.

Feel free to inform me about any news or progress. I will update you here once I have anything relevant.

Thank you for your patience and understanding.

Hello Branislav,

thank you for the information and your help!

Should I send an E-Mail to [email protected] an request the next withdrawal? Or did you contact some other E-Mail Address? Or should I just wait for their response to your E-Mail?

Thank you once again for your help, I really appreciate it!

Kind Regards,

Andreas

Yes, Andreas, if there is still a remaining balance and the casino literally recommended it as the only way to withdraw under the given circumstances, you definitely should.

As for the email/contacts - I was in contact with a different person representing the casino, who helped me expedite the process, but I received the confirmation about the successful withdrawal from the support email you stated. Therefore, I think you should contact only [email protected] and request further withdrawals using this email address.

Once I know more, I will let you know. Until then, please follow the casino's recommendation and share any updates with me.

Thank you.

Hello Branislav,

alright, thank you!

I just sent an E-Mail to [email protected] and requested the next €5.000,- withdrawal.

There should be €40.000,- left in my account. I also stated this in my E-Mail to gslot.

Kind regards,

Andreas

Hello, Andreas,

Thank you for the update.

In the meantime, I was in contact with the casino customer support, and I received the information that everything should be alright now.

There were some technical factors which caused delays, but they assured me that future payments (manual withdrawals requested via email) will be processed within their standard time frames. The only problem is that you will likely have to request every withdrawal manually via email.

So, this is my suggestion - I recommend you request each manual withdrawal via email every time you receive a payment from a previous pending one. Then, since it should be on the right track now, and the casino will pay your funds normally/on time, I will set the timer for you, for a longer period, waiting for your updates. I would like to wait for your confirmation of the last/current pending withdrawal, that you have received the payment on your payment method. Subsequently, once a few more payments are processed and received (let's say 2 payments after this second withdrawal), we can think about the things go well and possibly consider the complaint sorted out, so we can theoretically close it if there are no other issues or delays.

In addition, I made a deal with the casino CS that in case of any issues, I can contact them once again to find out what is going on.

Do you agree with my suggestion, please? Do you also have any updates? Is there any progress?

Thank you.

Hello Branislav,

I received the last E-Mail from them on 21.02.2025 where they apologized and told me that communication has reastavlished and that my next €5.000,- withdrawal has been forwarded to the responsible departmant

I have received this €5.000,- withdrawal on Monday, which means there are €35.000,- left to withdraw.

I sent them an E-Mail yesterday an requested the next €5.000,- witdrawal. I have not yet heard back from them but I'm optimistic that it will be processed in the near future.

If they do not response this week it would be great if you could contact the representative to speed things up. 😊

Once again, thank you very much!

Kind regards,

Andreas

Great news that things finally moved forward, Andreas! I am glad you received another payment from the casino.

I sincerely believe they will pay your next withdrawals on time.

Do you have any news regarding a new withdrawal request? As I mentioned above, I would like to wait at least for the other 2 successful payments (maybe 2-3 weeks?), and if everything goes well, within a reasonable processing time, we can think about the complaint closure once the remaining balance is 20k or 25k.

Looking forward to hearing from you.

Hello Branislav,

I haven't heard back from Gslot.. could you get in contact with the representative?

Normally they answer the E-Mail with the withdrawal request to tell me that it was forwarded to the responsible department. But that did not happen yet and I start to get a bit worried again..

Thank you und best regards,

Andreas

Hello, Andreas!

I am sorry for the delay, I did not expect issues or delays so soon. However, I sincerely hope it was only a matter of a few days until the casino contacted you or paid out another part of your remaining balance, and you are waiting for the next payment.

Of course, I wrote to the relevant Gslot Team contact a while ago and reminded the matter, asking also for updates. So, once I have any news, I will inform you.

In the meantime, do you have any news? Is there any progress? Did it move somewhere or did anyone from the casino contact you, or is it still stuck at the same point and the remaining amount of 35,000?

Thank you.

Hello Branislav,

thank you for reaching out to Gslot's representative.

No, there is still no progress. I did not receive an E-Mail from them nor did I receive any payment. We are still at a remaining amout of €35.000,-

Best regards,

Andreas

Alright, thank you for the update.

I am switching the timer again to the casino to keep track of the processing time.

I will inform you about any news or updates once they contact me.

Thank you for your patience and understanding.

Hello Branislav,

I received the requested €5.000,- withdrawal yesterday which brings the remaining balance to €30.000,-.

I have not received an E-Mail from Gslot about any of this, but yesterday the money was on my bank account.

I have requested the next €5.000,- withdrawal just now.

Do you have any idea why they do not respond to my E-Mails?

Thank you and best regards,

Andreas

Thank you for the update, Andreas. Good to know that despite delays, the operator still processes your withdrawals.

To be honest, I really do not know. They have not answered my last email yet. I sent it more than a week ago. However, maybe it made them look into it and process the last withdrawal.

I am extending the timer for the casino and providing them with more time to respond to my email. I know that they replied with delayes before. As soon as I have any news or updates, I will inform you.

However, considering the fact that they process your withdrawals, I would say that we can only wait. Unfortunately, there is no other option on what to do.

Thank you for your patience and understanding. Do not hesitate to update me if there is any progress.

Hello Branislav,

I received the requested €5.000,- withdrawal yesterday which brings the remaining balance to €25.000,-.

I have still not received an E-Mail from Gslot about any of this, but yesterday the money was on my bank account.

I have requested the next €5.000,- withdrawal just now.

Did they contact you?

Thank you and best regards,

Andreas

Hello Andreas,

Thank you for the update.

Unfortunately, no one from the casino contacted me back at all. However, it appears that things usually move forward after I contact them via email.

Therefore, and as I indicated above, we likely have no other option than to wait, and you will have to continue the withdrawal process with the casino through emails. Although some withdrawals may take longer to be processed on the casino's side, we know that they still pay your winnings, and we usually recommend players/complainants wait at least 2 weeks after a withdrawal request before submitting complaints.

So, I would like to only wait for your updates and the information about progress, and if any of the future withdrawals take longer than usual, please let me know, and I can at least write an email to the casino again. It looks like it helps to somehow expedite the process.

Thank you for your patience and understanding. Looking forward to hearing news from you.

Any news, hlan?

Dear hlan,

I am extending the timer by another 7 days.

Please note that if you do not provide us with the information about the current status of the issue, based on your last update and my previous instructions regarding the remaining balance and development in the process, although it is taking longer and is being dragged out (the casino is paying your balance within the withdrawal limits despite it already being closed), I will consider the matter resolved.

Thank you for understanding.

Alright, hlan, I think that at this point, we do not have to drag it unnecessarily out, and regardless of delays, it looks to be on the right track. The withdrawal process is still ongoing.

Based on all the above-stated, we can consider the matter resolved. Therefore, I will now mark your complaint accordingly in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Also, if there is more than 2-3-week delay in paying any of your next withdrawals from Gslot Casino, feel free to provide me with an update via email ([email protected]). We can look at it again.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Although only outside the thread, and the process was not ideal at all, thanks also to the Gslot Casino Team, for their help and cooperation!

Best regards,

Branislav, Casino.guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's latest email:

Sorry for the delay of my response, work kept me quite busy the last month.

No, there are no news and no progress regarding the payout of my remaining balance. Gslot has not reached out to me, nor did they transfer me any of the remaining €15.000,- balance.

Since it has been quite some time now, can you reopen my case and contact the casino via Mail? That would be great and I'm optimistic that they will respond to you, at least.

Thank you and have a nice day!

Dear hlan,

Thank you for your update. To better understand the current status, could you please confirm when you received your last successful withdrawal and how much it was? This will help us establish a clear timeline before we contact the casino again regarding the outstanding €15,000.

Once I have this information, I will reach out to the casino and request clarification on the remaining balance.

Hello,

thank you for reopening my case!

I have received €5.000,- on 16.05.2025 but have not reiceived anything since then.

Kind regards,

Andreas

Thank you very much, hlan, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo ([email protected]), who will assist you further. Please note that it’s not possible to transfer this case back to Branislav, as he no longer works for us.

I wish you the best of luck, and I hope your issue will be resolved to your satisfaction in the near future.

Dear hlan,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In the meantime, I’ve reached out to the representative who was previously responsible for Gslot Casino to inquire about possible options for recovering your remaining funds. I truly hope that, despite the casino being officially closed, the financial processes are still being handled in the background. I’m currently awaiting their response and will keep you informed of any progress as soon as I hear back.

Thank you very much for your continued patience.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear hlan,

I wanted to inform you that I have managed to exchange a few messages with the representative mentioned earlier. Unfortunately, they are not directly responsible for Gslot Casino, and the matter will need to be escalated to the appropriate management team.

They have requested that the timer be extended to allow sufficient time for proper discussion.

Thank you for your understanding and patience.

Dear hlan,

Despite the extended timeframe, I have unfortunately not received any response from the casino. At this point, we cannot confirm when - or even if - the casino will address this matter. Keeping the complaint open would not lead to further progress, so I regret to inform you that I must close it as unresolved for now.

Please rest assured that I will continue to follow up with the casino representatives behind the scenes and will contact you immediately if there is any positive development.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo