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.

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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