HomeComplaintsSlotozen Casino - Player's winnings are being withheld.

Slotozen Casino - Player's winnings are being withheld.

Resolved
Our verdict

Case closed

Amount: €7,800

Slotozen Casino
Safety Index:Very high

Case summary

The player from Germany had won €7,800 at Slotozen after depositing €200 but faced refusal from the casino to pay out, as the casino claimed he had a second account without providing evidence. Despite providing official identification and having his deposit refunded, his winnings were still withheld, and he demanded immediate payment. The complaint was reviewed by an Alternative Dispute Resolution (ADR) provider and subsequently handled by the Complaints Team's dedicated Resolver. After communication and exchange of evidence, the complaint was marked as resolved following the player's confirmation.

Discussion
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Yassinmrc
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3 weeks ago
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On April 30, 2026, I deposited €200 at Slotozen and won a fair €7,800 playing live roulette. However, the casino is refusing to pay out, claiming, without proof, that I have a second account. Since the casino has already refunded my €200 deposit, they effectively recognize me as a legitimate player, making the withholding of my winnings purely arbitrary. Despite my official identification and data request (GDPR), the casino has provided no evidence and has even blocked me from further gaming. I therefore demand the immediate payment of my remaining €7,800, as I am 19 years old (born August 26, 2006), legally competent, and have not violated any rules.


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Kristina
Complaint Resolution Center Team Lead
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3 weeks ago

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.

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Kristina
Complaint Resolution Center Team Lead
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3 weeks ago

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

  • Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
  • Had you completed verification before you lost access to the account?
  • Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina


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Yassinmrc
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3 weeks ago
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Good day,


to their questions,


No, no one in my household played on the same website.


Yes, the verification was complete, and I received advertising via email, phone call, and text message. It urged me to play.


My winnings were achieved solely with real money; no bonuses were used.



Sincerely, Yassin


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Yassinmrc
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3 weeks ago
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The case is currently under official review by the responsible ADR (Alternative Dispute Resolution) provider. Due to confidentiality during the ongoing proceedings, I cannot post any further details publicly at this time. I request that this complaint be paused until a decision is reached.


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Kristina
Complaint Resolution Center Team Lead
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2 weeks ago

Thank you for your reply, Yassinmrc. Could you please send me a confirmation from the ADR that you have an open case? You can send it to my email address - kristina.s@casino.guru.

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Yassinmrc
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2 weeks ago
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Hello Kristina,


I submitted the requested information via email and am now waiting for further processing of the complaint.


Sincerely, Yassin

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Yassinmrc
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2 weeks ago
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Hello Kristina,


I'd like to give a brief update. I gave the casino one last chance in the last 48 hours to resolve the matter amicably. However, the casino let this deadline pass without comment and continues to be completely uncooperative. Since my offer of cooperation was ignored, I unfortunately have no other option but to pursue the case through the official dispute resolution bodies.


Best regards


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Yassinmrc
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1 week ago
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Hello Kristina,


Since 7 days have passed since our last contact and I unfortunately haven't received any feedback yet, I wanted to briefly follow up.


Sincerely, Yassin

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Yassinmrc
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1 week ago
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Dear Kristina,


I should add that I unfortunately haven't received any further feedback from the ADR office. Therefore, I would like to continue this case here at Casinoguru and thus end the suspension. Please confront the casino; you have already received all the evidence and the complete data statement from me.



Best regards

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Kristina
Complaint Resolution Center Team Lead
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1 week ago

Dear Yassinmrc,

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, Michal (michal.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,

Kristina


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Michal
Complaint Specialist
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1 week ago

Hello Yassinmrc,

My name is Michal, and I have taken over handling your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

IIn the meantime, could you kindly confirm which ADR is currently managing your case? Please be aware that if an official ADR is already examining the situation, the casino may not be able to provide sufficient evidence until the ADR's review is complete. I sincerely hope to receive adequate information and evidence to conduct a thorough review of the case.

We would like to invite Slotozen Casino to join the conversation.



Dear Slotozen Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance

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Yassinmrc
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1 week ago
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Hello Michel,


The confirmation from the ADR office should, to my knowledge, already be in the file along with all the other supporting documents. Regarding a solution, I do not agree to a simple refund of the deposits. Since I have never violated the terms and conditions, I insist on the payment of my rightful winnings.


Thank you.

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Michal
Complaint Specialist
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1 week ago

Dear Yassinmrc,

Thank you for your response. The information regarding your complaint to the casinos' ADR (EGIS-ADR) was at the very last page of your 25-page-long PDF compilation; however, it is not clear from it when exactly you submitted the complaint, and when you received the last response from EGIS-ADR, so please confirm that for me.

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Yassinmrc
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1 week ago
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Dear Michel,


I will send you an email about this because I was asked not to share this information publicly.

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Michal
Complaint Specialist
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6 days ago

Dear Yassinmrc,

Thank you for your email.

At this stage, we will need to await the casino's response before we can determine whether any further action or assistance regarding your case may be possible.

Edited by a Casino Guru admin
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Michal
Complaint Specialist
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5 days ago

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Yassinmrc,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Slotozen Casino - Player's winnings are being withheld.
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