SlotsGem Casino - Player’s account is closed and withdrawal is delayed.

Hello,

I would like to submit a complaint regarding SlotsGem (gemslots1.com).

I registered an account with SlotsGem and made deposits totaling approximately SEK 13,000. I played normally and subsequently requested a withdrawal of €1,400. SlotsGem confirmed my €1,400 withdrawal request by email. At the time, I also had approximately €200 remaining in my casino balance, meaning approximately €1,600 in total was associated with my account.

Shortly afterwards, my account was suddenly closed.

When I contacted LiveChat, I was informed that the reason for the closure was that I allegedly had a duplicate account that had previously been closed.

I categorically dispute this allegation.

I have never previously had another account with SlotsGem. I have never previously registered or played at SlotsGem before this account.

I asked the casino to explain which alleged previous account they were referring to and what information had caused them to classify my account as a duplicate. The LiveChat representative refused to provide this information and told me to contact support by email.

What makes the situation particularly confusing is that my withdrawal does not appear to have been cancelled.

After my account had already been closed, I contacted SlotsGem LiveChat several times regarding my €1,400 withdrawal.

Multiple representatives informed me that the withdrawal was still pending. I was told that it was "waiting for approval", that it was in the queue to be checked by the Finance Department, and on another occasion that "your payout is presently being reviewed by our Finance Department."

I was also told:

"There is nothing to worry about."

SlotsGem's automated chat subsequently stated that it had checked my withdrawal "in the system" and that the request was still waiting for approval. It also stated that my withdrawal was "currently in the approval stage" and that processing typically takes 24–48 hours.

I have screenshots of these conversations as well as the original email from SlotsGem confirming my €1,400 withdrawal request, and I can provide all of this evidence.

I have now also contacted SlotsGem by email, as instructed by their LiveChat, requesting clarification and payment.

I have no objection to completing reasonable KYC or security verification. I am willing to provide identification, proof of address, payment verification or other reasonable documentation required to establish my identity.

However, I strongly dispute that I ever created or operated a duplicate SlotsGem account.

I respectfully ask Casino Guru to assist with this matter and, if SlotsGem maintains its duplicate-account allegation, to request evidence from the casino demonstrating that the alleged other account actually belongs to me.

My requested resolution is:

1. Payment of my pending €1,400 withdrawal.

2. Payment/return of the approximately €200 real-money balance that remained on my account when it was closed.

3. Alternatively, if SlotsGem intends to confiscate any funds based on an alleged duplicate account, I request that they substantiate that allegation and explain the contractual basis for the confiscation.

I am not asking for my gambling account to be reopened. SlotsGem is free to decide that it no longer wishes to provide me with gambling services.

My complaint concerns the funds and the allegation that I previously operated another account, which I strongly deny.

The total amount currently in dispute is approximately €1,600.

Thank you for your assistance.

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Stay safe.

Dear swedenplay1337,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Tomas

Dear Tomas,

Thank you for reviewing my complaint.

To answer your questions:

1. No. To the best of my knowledge, nobody in my household and nobody using my internet connection/IP address has ever created an account with SlotsGem.

More importantly, I am completely certain that I personally have never previously created or operated another SlotsGem account. This was my first and only account with this casino.

2. I have not completed KYC verification. I was never given the opportunity to do so. The casino closed my account shortly after I requested my €1,400 withdrawal. I am fully willing to complete KYC and provide ID, proof of address, payment verification or any other reasonable documentation required.

3. My winnings were accumulated without an active bonus.

I would also like to clarify the timing, as I believe it is important.

My account was open and functioning normally for several days. During this period, I made multiple deposits totaling approximately SEK 13,000 and the casino accepted them without raising any duplicate-account issue.

After I requested my €1,400 withdrawal, my account was closed and I was told that I supposedly had a previously closed duplicate account. I strongly dispute this.

Despite the account closure, SlotsGem's LiveChat has repeatedly confirmed over the following days that my €1,400 withdrawal still exists and is "pending approval" in the Finance Department's queue. As recently as today, they again confirmed that the withdrawal remains pending.

I also had approximately €200 remaining in my casino balance when the account was closed.

If SlotsGem maintains that I previously had another account, I respectfully ask that they provide Casino Guru with evidence supporting this allegation. I am confident that I have never previously held another SlotsGem account.

I can provide screenshots of the withdrawal confirmation, the account closure conversation, and the subsequent LiveChat conversations confirming that the €1,400 withdrawal remains pending.

This was yesterday:

Thank you for your assistance.

Best regards,

Now i had this email:

Greetings,

We are contacting you regarding the refund.

We kindly ask you to provide us with your bank details.

Bank account information needs to be provided in the following format:

Beneficiary name:

Beneficiary address:

Bank Name:

Bank Address:

SWIFT/BIC:

Account number in format:

Transit number:

Institution number:

Account number:

Please provide the requested information in text format in your reply to this email.

Looking forward to hearing from you.

Best regards,

Casino Support Team

I wonder why they refund me instead of paying my winnings, my winnings are bigger than deposits, is this just a way for them to save money?

Dear swedenplay1337,

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, Martin (martin.l@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

Hello swedenplay1337,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the SlotsGem Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Is the casino willing to refund the outstanding balance? Addittonally, could you shed more light on the administrative decision taken?

Thank you in advance for providing us with your view of the issue.

Dear swedenplay1337, Bank Transfer refunds can take up to 7 business days. We ask you to wait up to this limit to verify if your refund is successful.

Thank you, the refund has been received. Casino.guru, thank you for your help!

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

Dear swedenplay1337,

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,

Martin