The player from Germany faced difficulties withdrawing winnings due to verification issues. After submitting his ID card and having the selfie rejected, his account was blocked and then reactivated, but he was still asked for proof of deposits despite having only deposited €66 via crypto with no identifiable details. Casino support offered no help, leaving his account blocked and unverified. We closed the complaint due to the player’s lack of response to our inquiries and reminders, making further investigation impossible at that time. The player retained the option to reopen the complaint if he chose to resume communication.
SlotsDJ Casino - Player’s account is blocked.
Closed
Our verdict
Player stopped responding
Amount: €497
SlotsDJ Casino
Safety Index:Fresh casinoCase summary
Discussion
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2 months ago
Translation
I wanted to withdraw my winnings, but then I was asked to verify my identity. My ID card was accepted, but the selfie was rejected, claiming it wasn't the same person. This isn't true; my photo on the ID is over four years old, and my hair is longer now. I informed support of this, and my account was then blocked. A few hours later, the account was active again, and I was asked to submit proof of both deposits. I only deposited using crypto via a Trust Wallet. There's no name or address listed on it. The casino staff knows this, and I only deposited €66. It's ridiculous to demand proof for that. The account is blocked, but I can still log in. However, I can no longer play any games. Casino support isn't helping me, and my account remains blocked and unverified, even though the casino has my ID card and other documentation.
My escalation ticket ID there is: LINCUK
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2 months 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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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the selfie that was rejected by the casino during KYC? My email address is veronika.f@casino.guru.
- What types of games did you play at this casino?
- Did you accumulate your winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
TranslationI achieved these winnings without using a bonus. The photos show all the games I played and how much I won in each game (highest win). I sent you the selfie via email.
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2 months ago
Translation4 Pots Riches: Hold
The Hand of Midas
Sunstone Stitches
Coin be: Hold the
and many more
Edited
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1 month ago
Thank you for your reply and for providing the selfie.
Please note that I am unable to assess the casino’s decision, as I have not received a copy of your ID for comparison. I initially understood that your selfie would include your ID.
Could you please send me a clear photo of your ID as well?
Additionally, kindly forward the most recent communication between you and the casino customer support regarding the verification of your account to veronika.f@casino.guru.
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1 month ago
Hello Jakkiz,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear Jakkiz;
I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.
I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
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1 month ago
Dear Jakkiz,
Thank you for your patience, and I appreciate the information provided so far.
To proceed with the review of your case, I kindly ask you to resend the following:
- A clear photo of your ID (both sides, if applicable)
- The selfie you submitted for verification
- The most recent communication with the casino regarding your account verification
This will allow me to properly compare the documents and assess the situation with your blocked account.
You can upload the files directly here or resend them to my email.
Thank you in advance for your cooperation.
Karla
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1 month ago
TranslationHello Karla, I've sent you all of this again by email. Please help me get my payment/money. Thank you so much for your help.
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1 month ago
Dear Jakkiz,
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, Lucia, lucia.s@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,
Karla Mayfly
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1 month ago
Hello Jakkiz,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear SlotsDJ Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
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4 weeks ago
Dear Jakkiz,
We would like to inform you that your verification process is still ongoing, in accordance with our Terms and Conditions.
In order to proceed, please provide proof of deposits for the following transaction:
- 2026-03-11 20:07:05
- 2026-03-11 19:42:15
Please ensure that the amount, hash code, date, and time are clearly visible. The documentation should be provided directly from your cryptocurrency wallet, as screenshots from blockchain explorers cannot be accepted due to the information being publicly accessible.
If you require any assistance in obtaining the necessary documentation, please let us know.
Dear Lucia,
We have sent you an email with more information.
Kind regards,
SlotsDJ Casino
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4 weeks ago
TranslationHello, I've just uploaded two screenshots of my previous Litecoin transfers to you as proof of payment. It's a trust wallet, so there are no names or anything like that. The simplest and most effective way to verify blockchain transactions is always the hash, since a blockchain is a public network and can be viewed and verified by anyone. Here are both Litecoin transaction hashes.
1)
de01bedd1c81e9a08f8cd98a609f2449e295be92dd34e8ec2ee8399db3dcaf39
2)
2230d50b51238e3b685cd168d24e5e4e16cd13383a9a7eb0c8b6e81809552d60
And here are both screenshots that I just uploaded to the casino.
I'm still having the problem with selfie verification! The casino isn't fixing it and they're just adding more new ones! 
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4 weeks ago
TranslationMy deposit slips have just been approved. My account is still locked and I still can't withdraw any money. See my screenshot (ID verification rejected but deposit slip accepted).
Dear Lucia, please help me get SlotDj to finally accept my already submitted ID and selfie so I can finally withdraw my money there. 
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4 weeks ago
TranslationUpdate: I just received an email asking me to upload a screenshot of myself scrolling through my wallet as additional proof. This isn't possible directly on the casino website because they only allow photos, not videos or screenshots. I've now sent the video to SlotDj support.
Here again for you is the screenshot of the email from just now and the video. 
Link to the video: https://imgur.com/a/kqroNMw
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3 weeks ago
Dear casino representative,
Thank you for your message and for clarifying the situation.
Dear Jakkiz,
I have sent you an email requesting additional information. Could you please check your inbox at your earliest convenience? Thank you very much for your cooperation.
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2 weeks ago
Dear Jakkiz,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Lucia
Casino.Guru
