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

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 Romi,

I would just like to kindly follow up regarding the case, as I noticed that the operator has not yet provided a public response within the complaint thread.

At the same time, the operator continues to post only general public statements elsewhere referring to unspecified "risk indicators," without identifying any specific rule violation or providing verifiable evidence.

For reference, I have attached screenshots of the operator’s recent public responses.

I remain fully cooperative and available if any further information is needed from my side.

Thank you again for your assistance.

Hello Romi,

I would like to kindly follow up regarding the case, as I understand that the response period for the operator has now passed.

At this stage, the operator still has not provided a clear response within the complaint thread, despite continuing to post general public statements elsewhere referring to unspecified "risk indicators" and confidentiality reasons.

I remain fully cooperative and available to provide any further information if needed. I would appreciate any update regarding the next steps in the mediation process.

Thank you again for your assistance and time.

Dear Romi and the Casino Guru Team,

We are writing to clarify the situation regarding this player's account. The user failed to pass our mandatory KYC verification process because the documents submitted were found to be altered.

As a result of this compliance violation, the account was closed. We are more than happy to forward the relevant emails and the document analysis directly to the Casino Guru team for your review. Please let us know where to send this evidence.

Best regards,

SlotNeo Casino

Dear SlotNeo Casino,

Kindly send it to romana.r@casino.guru.

Thank you.

Respectfully,

Romi

Hello Romi,

I would like to clarify one important point regarding the operator’s allegation about "altered documents."

The only modification made was that I obscured a non-essential section of my salary document (employee registration number) for privacy reasons. I did not alter any information related to my identity, ownership, address, or verification details.

My intention was not to manipulate or falsify the document, but only to protect sensitive personal information that I considered irrelevant to the verification process.

For reference, I have also forwarded the relevant email correspondence I previously sent to the operator regarding this matter.

I remain fully willing to cooperate and, if necessary, provide an unedited version directly through a secure process.

Thank you again for your assistance.

Kind regards

Hello Romi,

Thank you for your email.

We will send it to romana.r@casino.guru shortly.

Thank you.

Kind regards,

SlotNeo Casino

Hello Romi,

I hope you are doing well.

I would like to kindly follow up regarding my complaint. Since the operator stated that they would provide evidence for review, I was wondering whether there have been any updates or whether any additional information is required from my side. I also sent you my proofs detaily last week (gk******@gmail.com).

I would also respectfully ask that, before any final conclusion is reached, I be given an opportunity to respond to any allegations or evidence submitted by the operator. I would appreciate the chance to provide clarification regarding any documents or circumstances that may be relevant to the case.

Thank you for your time and assistance.

Kind regards,

Gorkem

Hello everyone,

My name is Michal, and I am taking over this complaint since Romi is no longer part of our company. Hopefully, a satisfactory resolution will be reached between both parties.

Dear SlotNeo Casino,

Could you send the email once more to my email address? Please provide all necessary evidence to michal.v@casino.guru. I am waiting to hear from you.

Hello Michal,

I sent you 2 mails ( gk*****@gmail.com) today showing the documents i sent to the Slotneo casino and our mail communications with the casino.

I also hope that a satisfactory and fair resolution will be reached in the end.

Thank you

Kind regards

Dear Michal,

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

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

Kind regards, SlotNeo Casino Team

Dear SlotNeo Casino,

I have replied to your email.

Dear gorkem43,

We are currently discussing the documents you've provided to the casino. As soon as there are any updates, I will inform you.

Hello Michal,

I hope you are doing well.

I would like to kindly follow up regarding my complaint. I understand that the documents are currently being reviewed, and I appreciate the time and effort being invested in the case.

I would also be grateful if I could be given an opportunity to respond to any concerns or allegations raised by the operator before any final conclusion is reached.

Additionally, I previously sent two emails containing relevant documents and correspondence. If, for any reason, those emails were not received, I would be happy to upload the documents directly here as well.

Thank you again for your assistance.

Kind regards,

Gorkem

Dear Michal,

We have replied to your email.

Best regards,

SlotNeo Casino Team

Dear SlotNeo Casino,

Thank you for the provided email. I have sent you a reply.

Dear gorkem43,

Currently, the situation regarding your account is being discussed. When I'll have more evidence or updates to share, I will let you know. Thank you for your patience thus far.

Dear Michal,

We have replied to your email.

Best regards,

SlotNeo Casino Team

Dear gorkem43,

Unfortunately, I have to inform you that I will not be able to help you in this case. The evidence that I was able to review suggests that your account is connected to multiple other accounts, which is a direct breach of the casino's terms and conditions.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.