The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The Complaints Team had reviewed the situation and clarified that the player had opened a second account, which violated the casino's terms stating that only one account per player was allowed. As a result of this rule violation, the complaint was rejected, and the player's winnings may have been forfeited.
SlotsGem Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Unjustified complaint
Amount: €20,000
SlotsGem Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
My first account was [unclear]. I constantly had problems depositing money and verifying my identity on this account.
I didn't even know if the account was verified correctly because of these issues.
For this reason, I correctly opened a second account and successfully deposited funds.
Unfortunately, I am now having difficulty withdrawing my winnings from my second account.
The amount is in my second account, and I'm having trouble receiving it.
I politely request a fair, prompt and satisfactory solution to this problem.
Thank you in advance for your support.
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Dear player, I would like to ask whether you received explicit permission from the casino to open a second account. According to the casino’s terms and conditions:
Each player can create only one personal user account. Creating multiple user accounts by a player can lead to termination of the accounts and suspension of all payouts. Please have in mind that the casino reserves the right to reject a deposit refund in case a duplicate account is detected. The player shall not provide access to his user account or allow using the website to any third party including but not limited to minors. The website can only be used for personal purposes and shall not be used for any type of commercial profit.
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6 months ago
TranslationNo, I didn't receive a second account verification, but the first account was already having problems because I couldn't deposit any money and no identity verification was done. So I opened a second account. I had no idea I was breaking any rules.
I have also provided you with the documents for the first account, which you can view in the appendix.
Automatic translation:
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6 months ago
Dear player, I must unfortunately inform you that opening a second account — even if the first one was problematic — is a serious violation of standard casino rules.
Most online casinos, including this one, have very clear terms stating that each player may only open and use one account. Creating a second account without explicit permission from the casino — even unintentionally — gives the operator grounds to close both accounts and cancel any winnings or deposits.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
