SlotNeo Casino - Player's withdrawal request is delayed.

I am a user from Turkiye. I am unable to withdraw my funds despite completing all verification steps. My withdrawal request has been delayed/ignored without a valid explanation. I also sent my documents for KYC

Withdrawal amount: 100.000 TRY

Request date: since 05.04.2026 all withdrawal requests are rejected.

I have contacted customer support multiple times but received no satisfactory response.They blocked my number on Whatsapp in the end desapite my kindness.

I request your assistance in resolving this issue.

I can provide all necessary evidence including screenshots and transaction records. I uploaded my transaction and withdrawal screens, the mail from slotneo.com and my KYC mail screenshots. I can upload more proofs if necessary.

Sincerely yours

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.

• Have you made successful payouts from the casino in the past?
• Have you requested a payout using the same payment method as your deposit?
• Could you please confirm your player's profile was filled out with accurate personal information and the payment methods used for deposits and payouts are in your name?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your answer. i sent a mail to tomas@casino.guru. In addition to that, i received a call from the casino operator today. They told me that they didnt approve my KYC; but they didnt give me any reason for this.They suspended and deleted my account. They also told me that if i delete all my complaints, take SS of deleting them and send the screeenshots to them; they would send me my last deposit (40,000 TRY). I rejected that offer.

Thanks for your patience and the information provided via email.

Based on the screenshots you shared, there seem to be some visible changes on the payslip document.

Could you please provide an explanation of why there are visible edits on the screenshot or the PDF?

Please let me know.

Thank you for your efforts.

I mailed you the reason why i blurred some parts of my payslip document.

I would like to provide a further update regarding my case.

Following my previous complaint, the operator has now stated (via phone) that my account was closed due to a "linked/connected account". From what I understand, this claim may be based on the fact that another user may have accessed the casino from the same Wi-Fi network ( which i still think is not possible)

However, I would like to emphasize the following:

This issue was never mentioned during the KYC process or at the time of account suspension

No evidence has been provided to support the "linked account" allegation

The claim was only introduced after I refused their offer to delete my complaints in exchange for a partial refund

Even if access from the same Wi-Fi network occurred, this alone does not constitute sufficient evidence of a multi-accounting violation. Shared networks (households, offices, etc.) are common, and additional proof is required to establish a breach of terms.

Furthermore:

The operator has not specified which exact rule has been violated

No details about the alleged linked account have been provided

My formal request for ADR escalation remains unanswered

The sequence of events is highly concerning:

KYC rejected without explanation

Account suspended and balance withheld

Conditional payment offered in exchange for deleting complaints

Only afterwards, a "linked account" explanation is introduced

This strongly suggests that the justification is being used retroactively rather than based on a clear and documented finding.

I kindly ask the Casino Guru team to request:

Concrete evidence supporting the "linked account" claim

Identification of the specific rule allegedly violated

Clarification on why this issue was not raised earlier

I remain fully cooperative and ready to provide any necessary information.

Thank you for your assistance.

Dear gorkem43,

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.

Kind regards,

Tomas

Dear Tomas

Thank you for your time and efforts. I really appreciate it

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear SlotNeo Casino,

Could you possibly provide additional information regarding this case and clarify the situation?

Thank you in advance.

Respectfully,

Romi