SlotNeo Casino - Player’s account has been closed without justification.

Hello,

I am submitting a complaint regarding Slotneo Casino. I believe my previous issue may have been misunderstood, which led to the incorrect assumption that I provided an incorrect date of birth during registration. I would like to clarify the situation.

During the registration process at Slotneo, it is not possible to enter a date of birth. The registration form only requires first name, last name, city, and phone number. The date of birth can only be provided later during the KYC verification process, within the player profile. Therefore, I have never entered an incorrect date of birth, and there is no reason I would do so. Any suggestion otherwise is incorrect and unfounded.

The casino blocked my account without a justified reason, and I believe this action was based on a misunderstanding or system error on Slotneo’s side, not due to any intentional action on my part.

To support my claim, I have prepared a short demonstration video (approximately 3 minutes). This video does not use my personal account; it is a general demonstration showing the registration process and the profile update during KYC. The purpose of the video is to clearly illustrate the problem, I am happy to provide this video directly to a Casino.Guru representative if needed.

In summary:

My account was blocked without valid reason.

I never provided false personal information.

The issue appears to be related to errors or inconsistencies in Slotneo’s system or website.

I am willing to share a short demonstration video to clarify the process.

I kindly ask Casino.Guru to review my complaint with this additional context and evidence.

Thank you for your attention and understanding.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you lost access to your account directly after notifying the casino's customer support about the issue with your date of birth?
• Have you entered all information truthfully during the registration process?
• Have you made any successful withdrawals in this casino before?

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,

Attila

Hello Casino.Guru Team

Thank you for accepting my complaint and allowing me to clarify the situation in detail.

first of all, to answer your questions

1: Yes.

2: During registration, I was required to provide my name, surname, telephone number, and city. All of this information was entered correctly. Please note that the date of birth is not requested during registration and is only completed later in the profile as part of the KYC process.

3: No, this was the first withdrawal. I created the account on February 19th, made two deposits, and this withdrawal request was the first one.

The casino claims that my recent KYC verification failed because of changes to my personal information, specifically my date of birth, which allegedly did not match the details previously provided. I want to clearly explain that I never intentionally entered an incorrect date of birth. I had no reason to do so.

During registration at Slotneo, the system does not require the date of birth. Only basic information such as name, surname, city, and phone number is entered at that stage. The date of birth can only be added later during the KYC process in the player profile.

The issue arises from how the casino system handles this process - it appears to flag the information as "changed" even though no incorrect data was provided. In fact, immediately after the date was accidentally recorded due to the system behavior (I simply clicked in the calendar and then somewhere else on the page, which automatically saved the currently selected date), I reported the issue via live chat and requested that the date of birth be corrected to the proper value. The live chat agent updated my date immediately, meaning the total time in which the incorrect date existed on the system was no more than 5 minutes.

To clearly demonstrate the issue, I created a test account and recorded a short video (approximately 3 minutes) showing:

the registration process where no date of birth is entered,

the profile/KYC process where the date of birth is added,

how the system could misinterpret these steps as a mismatch.

I also shared this video with Slotneo support to explain the problem, but I have not yet received any response. The test account video was necessary because it was the only way to clearly illustrate how the system behaves and why the mismatch occurred.

Based on this evidence, the accusation made by the casino regarding my personal information is unfounded. My account was blocked due to a technical misunderstanding, not because of any action on my part.

I am ready to provide the video directly to your representative to ensure the issue is fully understood and fairly evaluated.

Thank you for your time and assistance.

Additionally, I would like to highlight the absurdity of the accusation.

It makes no sense for a player to intentionally provide an incorrect date of birth during KYC, especially when the verification process requires submitting an official document with a photo. There is no benefit whatsoever in doing so, and in fact, it would be entirely counterproductive.

As an experienced gambler, I always carefully read the terms and conditions of any casino I play at. I have never previously been accused of providing false information or breaking the rules. This situation clearly arises from a technical error in the casino system, which the casino failed to understand or acknowledge.

Kind regards,

tyraxx

Step-by-step explanation of the date of birth issue:

1: While completing my profile and/or submitting the required KYC documents, I needed to enter additional information, including my date of birth and address details.

2: While selecting my date of birth in the calendar, I clicked elsewhere on the page before confirming the selection by pressing the "OK" button

As a result, the system automatically saved the currently displayed date in the calendar, rather than the correct date I intended to enter.

3: I immediately noticed this issue and contacted Slotneo support, requesting that my date of birth be corrected to the proper value.

4: The support agent promptly updated the date to the correct one. The total time during which an incorrect date existed on the system was no more than a few minutes.

I recorded a short video using a test account, which clearly shows how this process works on the Slotneo website. This video demonstrates exactly how the system behaves and why the mismatch occurred.

This clearly demonstrates that the incorrect date was never entered intentionally and was caused solely by the system’s behavior.

I am ready to provide the video directly to your representative. Could you please provide an email address or contact method where I can securely send a link to the 3-minute Streamable video, which clearly demonstrates the core of the issue?

Dear tyraxxx,

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, Romi (romana.r@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.

Additionally, I would like to kindly advise against opening multiple accounts at SlotNeo Casino. I understand that the purpose of the test account was to provide evidence for your complaint. However, please be aware that the casino may view this as a violation of their policies.

Thank you for your understanding.

Kind regards,

Attila

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SlotNeo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SlotNeo Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi and the Casino Guru Team,

Thank you for inviting us to provide clarification on this case.

The player’s narrative in this thread focuses heavily on a purported "system error" regarding their Date of Birth. However, the decision to close this account and void the winnings was the result of a comprehensive security review that identified multiple, compounding violations of our Terms and Conditions.

Our findings and grounds for account closure are based on the following:

1. Inconsistent Personal Data and Verification Failure Regarding the Date of Birth discrepancy: while the player claims this was an accidental "misclick" on a calendar, users are solely responsible for ensuring the absolute accuracy of the data they submit during registration and KYC processes. Submitting inconsistent or incorrect identifying information inherently triggers mandatory security and fraud alerts.

Section 5.6 (Non-Compliance and Fraudulent Activity) explicitly states:

"If we reasonably suspect that you have provided false or misleading information, failed to comply with verification requests... we reserve the right to: Suspend or permanently close your account; Void any winnings or pending withdrawals; Forfeit all remaining funds in your account."

2. Abusive Betting Patterns Due to the data inconsistencies, the account was flagged for a full gameplay review by our risk and compliance team. During this review, we identified specific betting patterns and strategies that are indicative of bonus exploitation and abuse.

We do not disclose our specific internal detection metrics, but our Terms and Conditions clearly grant us the authority to act on these findings.

Section 9.3 (Compliance Reviews) states:

"We reserve the right to review gameplay and betting patterns periodically to ensure compliance with these Terms. If we detect strategies, exploits, or any activity deemed abusive in our sole discretion, we may: Revoke promotional entitlements; Void winnings obtained through such activity; Restrict or deny future access to promotions; Suspend or terminate your account."

3. Creation of Duplicate Accounts (Admitted by Player) On top of the inconsistent data and abusive gameplay patterns, the player has openly admitted in this very public thread to creating a second "test account." We maintain a strict one-account policy, regardless of a player's stated intent.

Section 3.2 clearly states:

"Only one account per individual... is permitted. Any additional accounts opened will be deemed 'Duplicate Accounts.'... Any winnings obtained through a Duplicate Account will be forfeited... The Duplicate Account will be permanently closed."

Conclusion The submission of inconsistent KYC data, combined with betting patterns deemed abusive under our sole discretion, constitutes a fundamental breach of contract. The player's public admission to creating a duplicate account further solidifies this breach.

In accordance with Clauses 3.2, 5.6, and 9.3, the account remains permanently closed, and the associated winnings generated through these methods have been voided.

Kind regards,

SlotNeo Compliance Team

Dear Romi and SlotNeo Team,

Thank you for your response. However, your explanation raises several serious concerns.

First, your justification is inconsistent. Initially, my account was closed due to a Date of Birth discrepancy during KYC. Now, additional reasons such as "abusive betting patterns" and "duplicate accounts" have been introduced. This creates the impression that reasons are being added retrospectively to justify the decision, rather than being the actual cause.

Regarding the Date of Birth issue:

I never intentionally provided incorrect information. The incorrect date was the result of a clear technical issue on your website, which I have demonstrated on video. More importantly, I immediately contacted live chat and requested correction within minutes. This clearly proves there was no intent to mislead.

Most importantly:

I did not gain any advantage from this discrepancy. My identity documents contain my real and correct date of birth, which I submitted during KYC. It would make no logical sense to submit correct documents and at the same time intentionally provide incorrect data.

Regarding the alleged "abusive betting patterns":

You have not provided a single concrete example of what exactly was abusive. All my gameplay was conducted within normal parameters, and I fully complied with the bonus terms. General statements without evidence cannot justify confiscation of winnings.

Regarding the "duplicate account":

The second account was clearly created only to demonstrate a technical issue on your platform. It was not used for gameplay, deposits, or gaining any advantage. Treating this as a violation leading to confiscation of winnings is disproportionate and ignores the actual context.

Furthermore, instead of acknowledging a clear system flaw demonstrated by the player, the casino chose to use it as an additional argument against me. This approach is highly questionable.

In summary:

No intentional misrepresentation occurred

No advantage was gained

No concrete evidence of abusive betting was provided

The duplicate account had no impact on gameplay or winnings

I kindly ask the casino to clearly explain:

What exact advantage did I gain from any of the above?

Without demonstrating a tangible advantage or rule violation affecting gameplay fairness, the confiscation of winnings is unjustified.

Additionally, I would like to provide video evidence clearly demonstrating the issue with the Date of Birth field on your website.

In the video, it is clearly visible that the date can be unintentionally changed simply by interacting with the calendar interface, without any confirmation. This is not a matter of user error, but a clear system flaw.

The purpose of creating the test account was solely to document and demonstrate this issue, as there is no other way to show how it occurs. The test account was never used for gameplay, deposits, or gaining any advantage.

Furthermore, I have email communication from your support team confirming that the original reason for blocking my account was the Date of Birth discrepancy. No mention of "abusive betting patterns" or "duplicate accounts" was made at that time.

Introducing new reasons only at this stage raises serious concerns about the consistency and validity of your decision.

Once again, I would like to emphasize that:

I did not gain any advantage from this issue

I reported the problem immediately

I provided accurate identity documents

Instead of acknowledging a clear technical flaw, the casino is now using it as an argument against the player, which is highly questionable.

Please find the video evidence here:

Finally, I would like to highlight a significant inconsistency.

In the original communication from your support team, as well as in your response on Trustpilot, the reason for blocking my account was clearly stated as the Date of Birth discrepancy. At no point were "abusive betting patterns" or "duplicate accounts" mentioned.

Only now, during this complaint process, additional reasons are being introduced. This raises serious concerns about the consistency and credibility of the casino’s position.

I have been involved in online gambling for many years, and I must admit that it is highly unusual to see new accusations appear at a later stage, especially when the original reason was clearly defined.

What is even more concerning is that I demonstrated a clear technical issue on your platform, with the intention of explaining and helping to identify the problem. Instead of acknowledging this, the casino is now using it as an additional argument against me.

This approach raises serious questions about the fairness and integrity of the casino’s actions in this case.

https://imgur.com/a/pO2ymeX

I would like to provide video evidence demonstrating how the Date of Birth field behaves on your website:

https://streamable.com/06s8tl

As shown in the video, it is very easy to unintentionally select and save an incorrect date. Please pay close attention to the mouse cursor. When I click on the calendar and then click anywhere else on the page, the currently highlighted date is automatically saved, even though I did not confirm or accept it using any "OK" or confirmation button.

This clearly indicates a flaw in the interface, where a date can be saved without explicit user confirmation.

The purpose of this video is to demonstrate this issue, as it is difficult to explain without visual proof. This was also the reason for creating the test account - solely to show how this behavior occurs. The account was not used for gameplay, deposits, or any advantage.

For this reason, it is difficult to understand why this situation is being treated as a violation such as multi-accounting, when in reality it only demonstrates a technical issue that may not have been previously identified.

Dear SlotNeo representative, I kindly ask you to review this issue carefully and consider that the discrepancy in the Date of Birth may have been caused by this interface behavior. I am bringing this to your attention so that the issue can be properly understood and, if necessary, addressed, rather than interpreted as intentional misconduct.

Regarding the allegation of a duplicate account, I would like to clarify this point clearly.

The test account was created only after my original account had already been closed and after the dispute had begun. Therefore, it is factually impossible for this account to have had any influence on my gameplay, bonus usage, or the winnings that are now being confiscated.

The test account was not used for deposits, gameplay, or any promotional activity. Its sole purpose was to demonstrate the technical issue with the Date of Birth field, as shown in the provided video.

Additionally, the creation of this account was a direct consequence of the casino’s decision to close my original account. It was created only to document and explain the issue, not to gain any advantage.

For this reason, presenting the existence of this account as justification for confiscation of winnings is not only disproportionate, but also unrelated to the actual events that led to the original account closure.

Since the account was created after the closure, it cannot logically be used as a basis for the original decision.

Thank you all for your cooperation.

Dear SlotNeo Casino,

Please provide detailed information about all you stated here to my email romana.r@casino.guru

Kindly include what advantages the player gained from everything he is accused of. I ask you for this according to his explanation above.

Thank you in advance.

Best regards,

Romi