SlotNeo Casino - Player's account has been closed without clear reason.

Complaint – account closed 36000$ under vague AML suspicion, lack of transparency, unfair settlement and withheld funds

I am submitting a complaint regarding Slotneo and the handling of my account closure, withdrawals, and AML review process.

I deposited a total of approximately $27,000 USD into my account over a short period of time. During the withdrawal phase, I processed three withdrawals (2 x $1,000 USD and 1 x $500 USD), which were subject to significant delays and pending periods before being eventually processed.

After a prolonged KYC/AML review and repeated withdrawal delays, my account was ultimately closed under a general "suspicious activity" AML justification. No specific evidence, no detailed explanation, and no reference to any concrete Terms & Conditions breach has been provided.

Throughout the process, my account remained under extended verification and withdrawal delays without clear communication or structured timelines. At no point was I provided with a proper Source of Funds request or a clear list of required AML documentation.

Instead of a transparent compliance procedure, I was later offered only a partial refund of my last deposit (minus withdrawals), which I consider an inadequate and unsubstantiated resolution given the total amount deposited and the lack of explanation provided.

I remain fully willing to cooperate with any legitimate AML or Source of Funds verification process and to provide all required documentation. However, I require a clear and structured explanation of the reasons behind this decision and the specific documents needed for proper compliance.

I am requesting a fair and independent review of the operator’s actions and the decision to restrict access to my funds.

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 SlotNeo Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• 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?
• Could you please list which documents the casino requested from you during the verification process?

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

Hello,

Thank you for your response and for taking my case into consideration.

Please find my answers below:

How long I was a player & when account was blocked:

I created my account on May 1st, 2026. My account was blocked on May 12th, 2026.

How I found out about the block:

I discovered that my account was blocked when I attempted to access it / proceed with my withdrawal and was unable to do so. There was no prior warning.

Games played:

I played a combination of slot games and sports betting.

Balance origin (bonus or not):

I did NOT use any bonus or promotion at any time. All gameplay was done exclusively with my own deposited funds.

Deposits:

I deposited approximately $27,000 in a single day.

Documents requested by the casino:

I uploaded my KYC documents immediately after creating the account (proof of identity, etc.). However, these documents remained in "pending" status until May 12th, when my account was suddenly blocked.

I would like to emphasize that:

I fully complied with the verification process from the very beginning.

I did not delay or avoid any checks

My funds are legitimate and can be fully justified.

What concerns me most is that:

My account was allowed to accept a very large deposit immediately.

My documents were not reviewed for over 10 days.

The account was then blocked without prior notice.

I remain fully willing to cooperate and provide any additional documents required, including source of funds.

However, the current situation feels unfair, especially considering that I acted in good faith at all times.

I would appreciate your help in facilitating a fair and timely resolution.

Thank you again for your support.

Best regards,

Ionut *****

Hello Tomas.Could you please check my email?Thank you

Deposits

Emails between me and SlotNeo

Emails

Conversation between me and VIP Manager

VIP Manager

S uccessfully completed withdrawals

Thanks for your patience and the detailed information provided.

• Do I understand correctly that you registered using your Romanian address despite working abroad?
• Do I understand correctly that the crypto app you used for deposits requires you to pass KYC?

Please let me know.

Yes, that is correct. I registered my account using my Romanian residential address. Although I work abroad and travel between different countries, Romania remains my permanent address.

Yes, that is also correct. The cryptocurrency platform I used for deposits requires all users to complete KYC verification procedures before being allowed to use its services. All deposits made to SlotNEO Casino were completed on the same day and originated directly from my personally owned and verified MEXC exchange account.I did not use any non-custodial wallets such as MetaMask, Trust Wallet, or any other private cryptocurrency wallet at any stage of the transaction process.The funds were transferred directly from my MEXC account to the deposit addresses provided by SlotNEO Casino.The MEXC account used for these transactions is registered in my name and is subject to the exchange's Know Your Customer (KYC) verification requirements.

Should you require any additional documentation or clarification, I will be happy to provide it.

Dear Ionuttoader1987,

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, Jana (jana.k@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 Ionuttoader1987,

I sincerely regret to learn that your account has been blocked. Please rest assured that I will reach out to the casino promptly to address this matter. I would also like to invite a representative from SlotNeo Casino to join our discussion in order to help resolve this complaint effectively.

Dear SlotNeo Casino,

could you kindly clarify the reasons behind the blocking of the player's account? We would greatly appreciate it if you could provide any relevant evidence. You may share your statement and attach the evidence here, or alternatively, you can send it directly to my email at jana.k@casino.guru.

Thank you in advance for your cooperation regarding this matter.

Kind regards,

Jana

Dear Casino Guru Team,

Thank you very much for your message and for taking the time to review my complaint.

I appreciate your assistance and I am grateful that my case has been assigned to Jana for further investigation. I look forward to cooperating fully throughout the process and I am available to provide any additional information or documentation if required.

Thank you again for your support and efforts in helping to resolve this matter.

Kind regards,

Ionut Toader

Dear Jana,

Please be advised that we have just sent a comprehensive response and the necessary details regarding this case directly to your email (jana.k@casino.guru).

Thank you for your cooperation, and we look forward to your review.

Kind regards,

SlotNeo Casino Team

Hello Jana,

I would like to inform you of an important development in my complaint.

Today, for the first time since my account was closed, I was able to log into my SlotNeo account again.

However, I noticed that my balance has been changed to 6,259.27 USDT, which is essentially the same amount as the settlement offer previously made by the casino. I have never accepted that settlement offer.

The account now allows me to withdraw this amount.

I also checked both my transaction history and my game history. I could not find any visible balance adjustment, confiscation, or transaction explaining why my previous balance was reduced to 6,259.27 USDT.

I have attached screenshots showing:

the current available balance,

the withdrawal page,

the transaction history.

Could you please ask the casino to explain:

When and why my balance was changed?

Why is there no visible transaction or balance adjustment explaining the reduction?

I believe this is an important new development in the case.

Thank you.

Best regards, Ionuț Toader

For the avoidance of doubt, I do not accept this amount as a settlement and I do not consider this unilateral balance change to resolve the dispute

Dear Ionuttoader1987,

I kindly ask you for patience while there´s still undergoing investigation. Thank you for your continued support and assistance.

Dear Ionuttoader1987,

Thank you for your patience while we reviewed the evidence associated with your complaint. After thorough consideration, we regrettably must inform you that we cannot uphold your claim due to a breach of our restricted jurisdiction policy and insufficient verifiable documentation related to our Anti-Money Laundering (AML) policy. We understand how disappointing this may be, and we appreciate your understanding in this matter. If you have any questions or encounter any issues in the future, please do not hesitate to reach out to us.

We’ve reopened this complaint at the request of Ionuttoader1987. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Jana,

Thank you for reopening my complaint. I sincerely appreciate that you have reconsidered the case and are giving it another opportunity to be reviewed.

I remain fully transparent and willing to cooperate throughout this process. If you require any additional documents, explanations, or evidence, I will provide them promptly. I have nothing to hide and I am prepared to assist in any way necessary to help establish the facts.

I would also like to mention that I requested the reopening of my complaint immediately after it was closed as "Unjustified." At that time, my request was declined, so I believed that all available dispute resolution options through Casino.Guru had been exhausted.

I would also like to inform you that, following the closure of my complaint as "Unjustified," I proceeded to file disputes and complaints with several relevant authorities and organizations, as I believed I had exhausted the available dispute resolution process through Casino.Guru.

Nevertheless, I welcome the decision to reopen the case and I hope we can now reach a fair and objective assessment based on all the available evidence.

Thank you again for your time and for giving this matter another chance.

Kind regards,

Ionut Toader

Dear Ionuttoader1987,

I sincerely appreciate your patience as I reach out to the casino through email. I will keep you updated with any developments. Thank you for your ongoing assistance and support.

Dear Jana,

I want to be completely clear about my position.

Based on everything that has happened so far, I firmly believe that SlotNeo is attempting to retain my funds through conduct that I consider fraudulent. Their actions speak for themselves.

I genuinely do not understand why they continue this course of action when it is obvious that I have no intention of abandoning my case. Even if taking legal action becomes necessary, I am fully prepared to do so. The longer they delay, the greater the damage they cause—not only to their reputation but potentially to themselves financially as well.

Throughout this process I have remained transparent, cooperative, and willing to provide every document requested. I am still available at any time if you need additional explanations, documents, screenshots, blockchain records, financial statements, or any other evidence.

I remain confident that I can address every allegation they have made. In my view, the facts are already sufficiently clear for anyone willing to examine the evidence objectively.

Thank you for your continued assistance. I remain at your disposal for anything that may help clarify this case further.

Kind regards,

Ionut Toader

Hello Ionuttoader1987,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Ionuttoader1987,

Thank you for your continued patience.

I want to reassure you that I am in touch with the casino regarding your case. I will provide you with an update as soon as I receive the pertinent information.

Thank you once again for your understanding and patience during this time.

Hello,

Thank you for your update and for continuing to follow up with the casino regarding my case.

I appreciate your efforts and look forward to hearing from you once you receive further information. Please let me know if you require any additional documents or clarification from my side.

Kind regards,

Ionut Toader

I would like to raise several serious concerns regarding the way SlotNeo handled my account closure and the AML investigation.

1. My KYC verification remained pending. I submitted my verification documents, but they remained in "Pending" status for several days. Before the verification process was completed, my account was closed.

2. My account was closed immediately while my withdrawal had been pending for several days. At the time my account was closed, I had a withdrawal request that had remained in "Pending" status for several days. During that period, I repeatedly contacted the casino requesting an explanation for the delay and asking them to process my withdrawal. Instead of receiving an explanation or having my withdrawal processed, my account was immediately closed.

3. No Source of Funds documentation was requested before the closure or after. If the operator genuinely had AML concerns, I would have expected them to request Source of Funds or any additional documentation before making the final decision. Instead, I voluntarily provided extensive evidence, including Revolut statements, MEXC transaction history, proof of income, and other documents demonstrating the legitimate origin of my funds.

4. Previous withdrawals were approved. The casino successfully processed my previous withdrawal requests before suddenly claiming that my account was suspicious from an AML perspective. This raises questions about when the alleged suspicion actually arose and why no additional verification was requested at that stage.

5. The reasons for closing my account changed over time. Initially, the operator justified the closure by referring to AML concerns. Subsequently, they introduced the argument that I was located in a restricted jurisdiction. However, Romania was added to the operator's list of restricted jurisdictions after my account had already been closed. Furthermore, the operator had been fully aware from the very first day that I was registering and playing from Romania. My country of residence was clearly declared during registration, and the casino accepted my registration, my KYC submission, my deposits, my gameplay, and even processed several withdrawals without raising any concerns regarding my jurisdiction. This raises serious questions as to why the restricted jurisdiction argument was introduced only after the account closure and whether it was used retrospectively to justify a decision that had already been made.

6. The account balance was modified without my agreement. After the dispute progressed, my account balance was unilaterally changed to approximately the amount of the casino's previous settlement offer, despite the fact that I had never accepted that offer. I respectfully request the operator to explain the legal and contractual basis for this action.

I fully understand that licensed operators have obligations under Anti-Money Laundering regulations and may investigate suspicious activity. However, I believe such investigations should be conducted in a consistent, fair, and transparent manner.

I respectfully ask the operator to clarify the following:

On what exact date was the AML investigation initiated?

If the investigation had already begun, why was my withdrawal left pending for several days instead of being promptly addressed?

Why was my account closed immediately after I repeatedly requested an explanation and insisted that my withdrawal be processed?

What specific circumstances triggered the AML suspicion?

Why was no Source of Funds documentation requested before the account was closed?

When were the documents that I voluntarily submitted actually reviewed?

Why was the justification later changed from AML concerns to a restricted jurisdiction issue, especially considering that Romania was added to the restricted jurisdictions list only after my account had already been closed?

Why did the operator knowingly accept my registration, KYC, deposits, gameplay, and previous withdrawals if Romania was supposedly considered an unacceptable jurisdiction?

Under which contractual or regulatory provision was my account balance altered without my consent?

I am not asking the operator to disclose any confidential AML reporting or information that cannot legally be revealed. I am simply requesting a clear explanation of the procedure followed in my case and the legal basis for the decisions that were made.

Given the sequence of events, I believe there are legitimate questions as to whether the AML procedure was carried out consistently and in accordance with the operator's own policies and regulatory obligations. I respectfully request that these questions be addressed individually with factual explanations supported by the relevant terms, internal procedures, or regulatory requirements where applicable.

Hi Jana, we have replied directly to your email with an update and attached new screenshot evidence regarding this case.

Thank you,

SlotNeo Casino Team

Dear Jana,

Thank you for the time you have dedicated to this case.

After more than two months, I have decided that I no longer wish to participate in a process that has become unnecessarily prolonged and unproductive.

Unfortunately, this complaint has evolved into a cycle where both parties seem to respond only when the allotted response period is about to expire, and in some instances even after the deadline has passed following timeline extensions. As a result, weeks pass while only a single question or point is addressed at a time. I do not believe this reflects an efficient, transparent, or meaningful dispute resolution process.

Before I withdraw from this process, I would like Casino Guru to clarify one final and very simple point.

My complaint was initially rejected partly on the basis of "insufficient verifiable AML documentation." At the same time, SlotNeo has consistently claimed that my account was closed due to AML concerns.

Therefore, I respectfully ask Casino Guru to request from SlotNeo one single piece of evidence:

Please provide one email, message, or any written communication in which SlotNeo requested additional AML, Source of Funds, or Source of Wealth documentation from me after accusing me of suspicious activity.

Just one.

If such a request exists, it should be easy for the operator to produce it.

If no such communication exists, then it is difficult to understand how I could be criticised for failing to provide documentation that was never requested in the first place.

From the very beginning, I voluntarily submitted extensive documentation, including KYC documents, Revolut statements, MEXC records, proof of income, transaction history, and any other information available to demonstrate the legitimate origin of my funds. I consistently expressed my willingness to provide anything else that might be required. However, no formal request for additional AML documentation was ever made to me.

For this reason, I consider my participation in this complaint process concluded. I will continue pursuing this matter through the appropriate legal and regulatory channels rather than through a process that, in my opinion, has ceased to be an effective means of resolving the dispute.

Thank you for your time and assistance throughout this case.

Kind regards,

Ionut Toader

Unless this simple question can be answered with objective evidence, I consider my participation in this complaint process concluded.

Dear Ionuttoader1987,

I sincerely appreciate your patience as I am currently engaged in an active email conversation regarding your complaint. Please rest assured that I will keep you informed as soon as I receive more information from the casino. Thank you for your continued cooperation.

Dear Jana,

I would like to inform you that, in order to address the AML concerns raised in my case, I have decided to retain and pay an independent AML specialist to conduct a professional review of my Source of Funds and the cryptocurrency transactions related to my SlotNeo account.

The purpose of this independent report is to objectively verify the legitimate origin of my funds and assess whether there is any factual basis for the AML allegations made by the casino.

As soon as the report is completed, I will submit it to you together with all supporting documentation. I kindly ask that it be taken into consideration as independent expert evidence when reviewing my complaint.

I believe that an objective assessment by a qualified AML professional will provide additional clarity and help establish the true facts of this case.

Thank you for your time and consideration.

Kind regards,

Ionut Toader

The timer was started while waiting for my response. There is no question or request from my side.

Regarding my message above, it is only intended to further help and clarify the situation. I have already sent you the AML-related documents by email. I am confident that Casino Guru works with at least one AML expert.

I will also attach the official AML report here once I receive it. I requested this report to be prepared in case the dispute needs to be escalated further, and it will also be useful for my lawyer.

However, please consider it as additional supporting information only, not as an obligation or a request.

Dear Ionuttoader1987,

We have received and reviewed the evidence provided by the casino regarding your case.

According to the information submitted, the casino states that during a chat conversation with its VIP Manager, you allegedly disclosed that you operate a business in the United Kingdom. The casino considers this information relevant to its concerns regarding your connection to an excluded jurisdiction and the source of your income for AML purposes.

The casino has also informed us that, although these messages are no longer visible in your chat interface, the original conversation logs were retained in its internal system and have been provided as supporting evidence.

We have taken this information into consideration when reviewing your complaint.

Kind regards

Dear Jana,

Thank you for the clarification.

I would like to address this point because I believe it is important not to give disproportionate significance to a private conversation with the VIP Manager.

I was asked questions concerning my personal and professional circumstances, and I answered openly. However, I do not believe that statements made during an informal conversation can, by themselves, constitute evidence that my funds were illegitimate or provide sufficient grounds for withholding approximately USD 36,000.

I am also increasingly concerned by the way VIP Managers can become interested in a player's personal and financial circumstances, particularly when the conversations revolve around how much the player can deposit and what the casino is prepared to offer based on those deposits. I found this type of questioning intrusive and unrelated to establishing the legitimacy of the funds I had already deposited.

I will send you the complete conversation between myself and the VIP Manager by email so that Casino Guru can review the entire exchange in its original context. I believe this is important, rather than relying solely on SlotNeo's characterization of selected parts of the conversation.

The complete correspondence should make clear whether this was actually an AML / Source of Funds verification process or simply a VIP conversation concerning deposits, VIP treatment and my personal circumstances.

There is another important factual point that should not be overlooked.

The funds deposited with SlotNeo were transferred directly from a fully KYC-verified cryptocurrency exchange account registered in my own name. I did not use an anonymous wallet, a third-party account, or funds belonging to another person. The exchange account and its ownership were identifiable from the outset.

Furthermore, I voluntarily provided extensive documentation, including Revolut statements, MEXC transaction records, proof of income and other financial evidence demonstrating the origin and movement of my funds. I repeatedly confirmed my willingness to provide any additional documentation required.

Despite this, I was never formally requested to provide additional Source of Funds or Source of Wealth documentation before my account was closed.

And, by the way, has SlotNeo provided even a single piece of evidence showing that they actually requested AML documentation from me, or requested additional documentation to clarify any allegedly suspicious transaction?

If such a request exists, I respectfully ask Casino Guru to identify it and present it in the case file.

If no such request exists, I find it extremely difficult to understand how the absence of additional AML documentation can subsequently be used against me when no such documentation was formally requested in the first place.

I therefore respectfully ask Casino Guru to distinguish between an informal conversation, an alleged AML suspicion, and objective evidence supporting that allegation.

If SlotNeo is relying on the VIP Manager conversation as evidence of an AML concern, I would respectfully ask what specific objective evidence connects that conversation to the alleged illegitimacy of my funds, particularly when the funds were transferred from a fully verified exchange account in my own name and extensive supporting financial documentation was available and provided.

There is also an important distinction between identifying a potential AML concern and determining what should happen to a player's funds.

If, following its AML investigation, SlotNeo genuinely believes that there are sufficient grounds to suspect money laundering or other financial crime, then I would expect the operator to follow the applicable AML reporting and regulatory procedures, including notifying the relevant competent authorities where legally required.

That is fundamentally different from simply deciding to retain or confiscate a player's balance.

An AML suspicion should not, in my view, automatically become a justification for the operator to retain approximately USD 36,000 without establishing the factual and contractual basis for doing so.

I am not asking SlotNeo to disclose confidential AML information that it is legally prohibited from revealing. I am asking for the factual basis connecting the alleged AML concern to the decision to withhold my funds.

At this point, I must also be honest and say that the situation has become extremely frustrating and, in my view, disproportionate. The longer this process continues, the more difficult it becomes to understand how a dispute involving such a substantial amount can remain unresolved despite the extensive evidence already provided.

Based on the evidence available to me, I strongly believe that SlotNeo is attempting to retain my funds without a legitimate basis. I have no intention of simply accepting this outcome, and I will continue pursuing the matter through the appropriate legal and regulatory channels.

I have substantial evidence available to properly substantiate my position. This evidence has already been reviewed by an independent AML specialist and by a lawyer with relevant expertise. I am therefore not making these allegations without evidence; I have taken concrete steps to independently verify and document the facts of my case.

At this stage, I am simply waiting for Casino Guru to conclude its involvement in this matter so that I can proceed with the other channels available to me.

I would therefore kindly ask you to escalate this case to a senior member of the Casino Guru team and, if possible, to ask Petronela Kontos and Kristina Stark to review the case and the evidence.

Given the amount involved, the complexity of the case, the conflicting explanations provided by the operator and the serious questions surrounding the handling of the alleged AML concerns, I believe that a senior-level review is entirely appropriate.

I will provide the complete VIP Manager correspondence by email together with the relevant supporting information.

I respectfully ask Casino Guru to consider the complete evidence and the chronology of events objectively before reaching any final conclusion.

Thank you for your time and for your assistance throughout this process.

Kind regards,

Ionut Toader

I would also like to make one point regarding the nature of these conversations.

I do not believe it is appropriate for a VIP Manager to question a player extensively about their private and personal life, particularly when such questions are unrelated to the actual services and responsibilities of a VIP Manager.

If such personal questions are nevertheless asked, I may respond in an informal manner and in the same spirit in which the questions were asked. Such informal statements should not subsequently be taken out of context and treated as formal declarations concerning my financial situation or as evidence of an AML issue.

A VIP Manager is not an AML investigator, AML expert, lawyer or financial investigator. Their role is primarily related to VIP services, player support, deposits, withdrawals, promotions and the player's relationship with the casino.

If SlotNeo had genuine AML concerns regarding my funds, those concerns should have been addressed through the casino's formal AML/KYC procedures and supported by appropriate financial documentation, rather than being inferred from an informal conversation with a VIP Manager.

I therefore ask that the complete conversation be reviewed in its entirety and in its proper context.

Kind regards,

Ionut Toader

I would therefore like Casino Guru to revisit the following fundamental questions regarding SlotNeo’s handling of my case:

On what exact date was the AML investigation initiated, and what specific event, transaction or circumstance triggered it?

If an AML investigation had already been initiated, why was my withdrawal allowed to remain pending for several days instead of the matter being formally addressed with me?

Why was I never formally requested to provide additional Source of Funds, Source of Wealth or other AML documentation, despite SlotNeo subsequently relying on an alleged lack of sufficient AML documentation?

Why did SlotNeo’s explanation for closing my account appear to change over time, from AML concerns to a restricted-jurisdiction argument, and what was the contractual or regulatory basis for applying the restricted-jurisdiction argument to my circumstances?

Under what specific contractual or regulatory provision did SlotNeo have the right to reduce my balance to approximately 6,259.27 USDT without my agreement, particularly when I had never accepted the casino’s previous settlement offer?

In addition to these five questions, I would like to ask one very simple and specific question:

Can SlotNeo provide even a single piece of evidence showing that, before closing my account, they formally requested AML, Source of Funds or Source of Wealth documentation from me?

Furthermore, after I voluntarily provided extensive financial and AML-related documentation, can SlotNeo provide even a single communication in which they informed me that the documentation I had provided was insufficient and specifically requested additional documents or clarification regarding any allegedly suspicious transaction?

If such communications exist, I respectfully ask Casino Guru to identify them and consider them as part of the evidence.

If they do not exist, I find it extremely difficult to understand how an alleged lack of sufficient AML documentation can subsequently be used against me when SlotNeo apparently never formally requested such documentation or informed me that the documents I voluntarily provided were insufficient.

There is also an important distinction between identifying a potential AML concern and determining what should happen to a player’s funds.

If, following its AML investigation, SlotNeo genuinely believes that there are sufficient grounds to suspect money laundering or other financial crime, then I would expect the operator to follow the applicable AML reporting and regulatory procedures, including notifying the relevant competent authorities where legally required.I therefore respectfully request that this complaint be escalated to a senior member of the Casino Guru team. If possible, I would specifically ask that Petronela Kontos and Kristina Stark review the case, including the complete VIP Manager correspondence and the evidence submitted by both sides.

Given the amount involved, the conflicting explanations provided by SlotNeo, the AML allegations, the restricted-jurisdiction argument, the unexplained balance reduction and the absence of any clear evidence showing that additional AML documentation was formally requested from me, I believe that a senior-level review is appropriate.For now, I respectfully ask Casino Guru to review the complete evidence objectively and to clarify whether SlotNeo has actually provided evidence-based answers to each of the questions above.

The fact that funds were earned in another country does not, in itself, constitute AML misconduct. As long as the funds were obtained legally and their legitimate source can be demonstrated, their country of origin should not be treated as evidence of money laundering or other AML wrongdoing.

So, if the VIP Manager asks stupid questions and I answer by saying that I am a billionaire, even though I am lying, the casino has the right to confiscate my funds?! And you are saying that this is perfectly fine — just let them take everything from the man. Okay then, I have nothing more to add.

Thank you for your time and for your assistance throughout this process.

Kind regards,

Ionut Toader

Dear SlotNeo Casino representative,

To proceed further with this matter, I kindly request that you provide proof that the player registered from the United Kingdom. Since you assert that the United Kingdom is a restricted country, we require definitive evidence to evaluate the information accurately. Based on the documentation you provide, we will be able to move forward accordingly.

Dear Ionuttoader1987,

I want to assure you that our team at Casino Guru is committed to handling all cases with utmost diligence and care. I will do everything possible to resolve this situation to the satisfaction of both parties. If there is any additional information that could assist us in this process, please feel free to send it to my email at jana.k@casino.guru. I appreciate your understanding regarding the complexities and duration of this process.

Dear Jana,

Thank you for your clarification and for specifically requesting SlotNeo to provide definitive evidence that I registered from the United Kingdom.

I would like to make one important distinction absolutely clear.

I registered my SlotNeo account as a Romanian resident, from Romania, using Romanian identification documents, my Romanian residential address and my Romanian telephone number. My Romanian phone number was verified during registration, and my KYC documentation also identified me as residing in Romania.

The fact that I legitimately earned part of my income in the United Kingdom is an entirely separate matter. I worked and generated legitimate income in the UK, and I have provided documentation demonstrating the legitimate origin of those funds.

The country where legitimate income was earned does not change the country in which I registered my casino account or my declared country of residence.

I am therefore increasingly concerned that the justification presented by SlotNeo appears to have evolved throughout this dispute. The account was initially described as being closed due to AML/suspicious activity concerns. Subsequently, the restricted-jurisdiction argument was introduced, and now SlotNeo appears to rely on statements made during a VIP conversation concerning my activities and income in the United Kingdom.

These are materially different matters and should not be conflated.

If SlotNeo maintains that I registered from the United Kingdom, I respectfully ask them to provide definitive evidence supporting that specific allegation and to distinguish it from the fact that I legitimately earned income in the UK.

I would also appreciate it if SlotNeo could clearly identify which specific allegation and contractual provision actually formed the basis for withholding my funds.

I remain fully willing to cooperate and provide any legitimate documentation required. I simply ask that the decision concerning approximately USD 36,000 be assessed on objective evidence and on the actual circumstances of my registration, rather than on assumptions or statements taken out of context.

I look forward to reviewing the evidence provided by SlotNeo.

Kind regards, Ionut Toader

Dear Jana,

I would like to make one final point regarding the way the evidence in this case appears to have been assessed.

I fully understand that Casino Guru must consider the information provided by SlotNeo. However, I have also provided extensive documentation and raised specific, factual questions regarding SlotNeo’s allegations, and I have not received a substantive answer to those questions.

My concern is not that Casino Guru must automatically accept my position. My concern is that the allegations made by SlotNeo appear to be treated as relevant evidence, while the documents and questions I submitted to challenge and clarify those allegations have not been addressed point by point.

For example, I have repeatedly asked:

What specific AML concern was identified by SlotNeo?

What specific information or evidence triggered that alleged AML investigation?

When exactly was I informed that an AML investigation was taking place?

What AML documentation was specifically requested from me by SlotNeo?

If my source of funds was the concern, why were the documents I voluntarily provided regarding my income, tax records, Revolut transactions and MEXC transactions not addressed?

On what basis does the fact that I may have conducted legitimate business or earned legitimate income in the United Kingdom establish an AML violation or a connection to a prohibited jurisdiction?

Which specific rule or contractual provision did I allegedly breach?

What evidence demonstrates that the funds deposited at SlotNeo originated from an unlawful source?

I have provided documentation relevant to these questions, including my correspondence with SlotNeo and the financial/source-of-funds documentation I voluntarily submitted.

I am therefore asking for a simple and fair clarification: which of these questions has been answered by SlotNeo, what evidence supports those answers, and why was the evidence I submitted insufficient to address or contradict those claims?

I am not asking Casino Guru to rule in my favour simply because I disagree with SlotNeo. I am asking for the evidence submitted by both sides to be assessed according to the same standard.

If SlotNeo can provide evidence that I actually breached an AML requirement, I am prepared to consider that evidence. But a general reference to "AML concerns" is not the same thing as demonstrating what the actual concern was, what evidence supported it, what documentation was requested, and how my own documentation was considered.

I believe this distinction is particularly important because the consequences for me were extremely serious: my account was closed and a substantial balance was withheld.

I have now provided my complete email correspondence with SlotNeo, together with the additional evidence previously submitted. I would therefore appreciate a direct response to the unanswered questions above rather than another general summary of SlotNeo’s position.

I am also preserving the complete correspondence and evidence for my legal counsel and for the relevant licensing/regulatory bodies following the conclusion of the Casino Guru process.

Thank you.

Kind regards,

Ionut Toader

I would like to make one final request regarding the way this case is being handled.

I respectfully ask Casino.Guru to require SlotNeo to present, in one single submission, ALL allegations, concerns, doubts or reasons they have regarding my account, my deposits, my source of funds, my KYC, my registration, my jurisdiction, or anything else they believe could justify withholding my funds.

It is extremely frustrating that one new "question" or "concern" appears, and then another month is spent trying to clarify it. The situation has unfortunately become increasingly disappointing as time has passed. If SlotNeo has genuine concerns about me or my account, I believe they should be required to state all of them clearly and at once, rather than raising them one by one over a period of months.

Regarding the latest concern raised by Jana, there is already clear evidence in the case and in the email correspondence that I registered using Romanian identification documents and that my KYC was submitted with Romanian documents. Jana therefore already has the evidence necessary to establish this fact. In my view, the appropriate response to SlotNeo should have been simply: "We already have evidence that the player completed KYC using Romanian documents."

I therefore respectfully ask Casino.Guru to stop allowing this case to proceed through an endless sequence of new questions and instead ask SlotNeo to provide the complete list of their allegations and concerns so that I can address everything comprehensively and finally.

Unfortunately, because I have been playing at casinos for more than 20 years and I am fully aware that there are many questionable operators and scams in the online casino industry today, I have protected myself by keeping extensive evidence and documentation. I have documented my deposits, transactions, communications, KYC, source of funds and other relevant information precisely because I understand how disputes with online casinos can develop.

As a result, whenever a new allegation or explanation is presented, I am able to provide evidence addressing it. I have done this repeatedly throughout this case. It is difficult to understand why this is still not sufficient, either for SlotNeo or for Casino.Guru.

I deposited approximately $27,000 in a single day. I did not activate any bonus, promotion or special offer. I deliberately avoided doing so because, after more than 20 years of experience with online casinos, I understand how bonus terms and promotional conditions can later become an additional source of disputes.

I am not asking for special treatment. I am asking for a fair and efficient process. If SlotNeo has concerns about my account, please ask them to present ALL of those concerns now, together with the evidence supporting them. I will then provide the evidence necessary to address each point.

I sincerely hope that the people reviewing my case will have the patience to read carefully through all the material already provided. There is a substantial amount of documentation in this case, and I believe that the complete picture can only be understood by considering the evidence as a whole rather than examining isolated allegations one at a time.

After everything that has happened, I believe it is reasonable to ask for a clear and final list of the issues SlotNeo believes justify withholding my funds, rather than allowing this process to continue indefinitely through new allegations appearing one after another.

Dear Jana,

Hi Jana, we have replied directly to your email.

Thank you,

SlotNeo Casino Team

Dear Jana,

Could you please check your email when you have a moment?

Thank you.

Kind regards,

Ionut

Dear Ionuttoader1987,

I kindly request that you refrain from using inappropriate language towards Casino Guru and myself. Please be assured that I am fully committed to resolving the complaint in a manner that is fair to both parties.

I would appreciate your clarification on whether you wish to formally close the complaint, or if you would prefer that we continue to assist you with this matter.

Thank you very much for your understanding and cooperation throughout this process.

Kind regards,

I confirm that I do not wish to close the complaint and would like Casino Guru to continue reviewing the case.

I will keep my communication respectful and focused on the facts

Dear SlotNeo Casino representative,

I have replied to your email. I kindly ask you to review it and respond within the same thread at your convenience. Thank you for your continued assistance and collaboration throughout this process.

Dear Jana,

Hi Jana, we have replied directly to your email.

Thank you,

SlotNeo Casino Team

I appreciate the complexity of the case; however, after four months of proceedings, I believe it is reasonable to request clarification regarding the current status and the expected timeline for a final resolution.

After four months, I would genuinely appreciate at least a little more transparency regarding the current status of this case. Simply being told that "a response has been sent by email" from either side does not provide any meaningful indication of what is happening, whether progress is being made, or what stage the investigation has reached. Given the amount of time this dispute has already been ongoing and the seriousness of the matter, I believe it is reasonable to expect at least a brief clarification on the current position and the anticipated next steps.Thank you

Dear SlotNeo Casino representative,

Thank you for the information you provided regarding the player's case.

However, it has not been sufficiently established that the player intentionally used a VPN to circumvent territorial restrictions, nor that this action granted them any unfair advantage.

From a strictly contractual standpoint, we recognize that the casino may have grounds to take action based on its Terms and Conditions, which the player accepted upon creating their account. Nonetheless, this does not automatically imply that the enforcement of these rules was conducted in a manner consistent with fair and transparent practices.

As part of our evaluation, we tested the accessibility of the casino's website from a restricted jurisdiction. We found that the registration and deposit process could be completed without any effective geoblocking, registration safeguards, deposit limitations, or explicit warnings regarding the territorial restrictions.

This is a significant factor in our assessment. If a player from a restricted jurisdiction can register, deposit, and play without being hindered or properly informed of the restrictions, the subsequent detection of a VPN connection does not, by itself, imply that the player intentionally used the VPN to bypass those restrictions.

While it is expected that players familiarize themselves with and adhere to the Terms and Conditions, casinos also have an obligation to implement reasonable safeguards to prevent players from prohibited jurisdictions from registering, depositing, and playing. Permitting a player to engage with the platform normally and only enforcing the restrictions after winnings have been accrued may lead to an inequitable situation, particularly if the player's losses were accepted while their winnings are later confiscated.

This approach raises important concerns regarding the fairness and transparency of the enforcement in this specific instance.

We would greatly appreciate your further clarification regarding the circumstances of the player’s account and the reasons why the territorial restrictions were not applied earlier in the registration or deposit process.

Kind regards,

Jana

Casino Guru

Dear Jana,

Hi Jana, we have replied directly to your email.

Thank you,

SlotNeo Casino Team

This is also what the registration process looks like when creating an account from Romania — the very country that SlotNeo now claims is restricted.

The final screenshot also shows the complete list of jurisdictions restricted by the Anjouan Gaming Authority.

The attached evidence also shows what accessing the SlotNeo website from an actually restricted jurisdiction looks like.

I would also like to emphasize that SlotNeo itself allowed me to register, verified my identity, approved my account, allowed me to make deposits and play, and subsequently encouraged and, on multiple occasions, insisted that I continue making further deposits.

This is particularly important given that my deposits ultimately reached approximately €27,000 consecutively after the previous deposited amount had already been lost.

I would like to make one point absolutely clear: I have never registered as a citizen or resident of a restricted jurisdiction, nor have I represented myself as being from a restricted jurisdiction. In fact, doing so through the registration process is not practically possible.

I registered using my actual personal information, and SlotNeo had the opportunity to verify my identity and account information. Despite this, they did not prevent me from registering, depositing, or playing, nor did they inform me that I was supposedly prohibited from using their services.

The fact that the website may be accessible from a restricted jurisdiction is therefore not evidence that I registered from, or falsely declared myself to be from, such a jurisdiction.

I believe this distinction is extremely important when assessing whether there was any intentional attempt on my part to circumvent territorial restrictions. The evidence instead shows that SlotNeo knowingly accepted and verified my account, accepted my deposits, allowed me to play, and encouraged further deposits before subsequently closing my account and confiscating my funds.

In my view, this makes the current explanation particularly difficult to reconcile with the way the account was actually handled by the casino.

Hello Ionuttoader1987,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear SlotNeo Casino representative,

The player has provided supporting evidence confirming that they reside in Romania, whereas your position appears to be based solely on the assumption that the player accessed your casino from the United Kingdom.

Despite the ADR’s decision, the available evidence still appears to support the player’s account. The ADR seems to have relied primarily on your statement that the player played from the UK and on the relevant provision in your Terms and Conditions listing the UK as a restricted jurisdiction. However, this does not adequately address the evidence submitted by the player.

We therefore ask you to reconsider the case and proceed with the payment of the player’s funds. If you maintain your position, please provide clear and conclusive evidence demonstrating that the player was physically located in the UK while using your casino.

If you do not proceed with the payment and no sufficient evidence is provided to substantiate your decision, we will close this case as unresolved due to insufficient evidence provided by you.

Kind regards,

Jana

Hi Jana,

We have replied directly to your email outlining our final position.

Thank you,

SlotNeo Casino Team

This case has accumulated a lot of information, and many people probably don’t have the patience to read through all of it. Here is a summary to help you understand everything in just 2 minutes:

SLOTNEO — READ THIS BEFORE YOU TRUST THEM WITH YOUR MONEY

I registered using my real identity and valid legal documents, and SlotNeo knew from day one exactly who I was and where I was registering from.

I deposited approximately 27,000 USDT into SlotNeo from a fully verified MEXC account. My balance reached approximately 36,000 USDT.

SlotNeo had already processed $2,500 in withdrawals.

Then they stopped everything.

They closed my account and froze the remaining funds, claiming "AML concerns."

Despite citing AML concerns, SlotNeo never requested any AML documents, either before or after freezing my funds. I provided them voluntarily.

SlotNeo told Casino.Guru that my documents were insufficient. I asked both SlotNeo and Casino.Guru what exactly was missing or which transaction raised concerns, making it clear that I was fully cooperative and willing to provide anything needed. Neither provided an explanation or requested any additional document.

After freezing my funds, SlotNeo added Romania to its restricted countries list and then claimed that I had registered from a restricted country.

They even claimed I lied to the VIP manager about owning a business that I don’t actually have. How pathetic is that?!

I did not violate any serious breaches commonly used by online casinos to justify account closure or confiscation: no fraud, no multiple accounts, no bonus abuse, no collusion, no software manipulation, no payment fraud, and no money laundering or unexplained source of funds. None of these allegations applies to my case.

I did what any legitimate customer would do: I provided extensive documentation proving the source of my funds — MEXC transaction records, Revolut statements, income records and tax documentation.

Instead of releasing my money, SlotNeo offered me approximately 6,259 USDT.

I REJECTED the offer.

And then things became even more disturbing: my account was reopened and my balance was changed to approximately 6,259 USDT — the exact amount they had previously offered me.

In other words, they attempted to impose their own settlement on me without my consent.

After reassessing the case, Casino Guru supported my position and explicitly asked SlotNeo to reconsider and pay my funds.

So let's be clear:

I did not accepted their settlement.

And changing my balance does not magically make a disputed amount legitimate.

A casino cannot simply decide what a customer should receive, keep the rest, and expect the customer to disappear.

Everything was supported by concrete evidence from my side and provided to Casino.Guru from the very first week.

This happened while I was in a severe depression, struggling with family tensions caused by 20 years of gambling losses and desperately trying to quit and save my family,after two suicide attempts during this period. Five months of dealing with SlotNeo and everyone who supported their position pushed me to a breaking point. I turned to excessive alcohol use, became extremely aggressive with my family, and, for their safety, moved into an Airbnb using my last resources, even selling personal belongings. I kept hoping that justice would prevail, my funds would be released, and I could finally rebuild a normal life.This casino literally stole my money, and they are being supported.

These actions destroyed my family, ruined my life, and ultimately brought me to the point where I broke down mentally and to kill myself.

They thought I was bluffing or simply trying to put pressure on them, but now they will see that they were wrong.

If you are considering depositing money with SlotNeo, read this case first.

Stay away from these scammers.

Hello Ionuttoader1987,

hope this message finds you well. Unfortunately, the casino has decided to uphold its original decision and will not pay you the disputed winnings.

We at Casino Guru disagree with the casino’s decision. As the casino has not provided sufficient evidence to justify its actions, we are closing this complaint as unresolved due to insufficient evidence from the casino. This unresolved complaint will negatively affect the casino’s rating on our website.

We are sorry that we were unable to help you achieve a satisfactory outcome. Should you experience any issues in the future, please do not hesitate to contact us.

Best regards,

Jana