SlotStars Casino - Player's account has been closed after failed deposit.

I made a deposit of 100€ and I never got the money on my account and then my account was deleted. The slotstars customer service is not replying to my inquiries about the case.

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.

Dear ayriainen13,

Thank you very much for submitting your complaint.

To better understand what happened with your €100 deposit and the subsequent closure of your account, could you please clarify the following:

• Which payment method did you use to make the €100 deposit?
• Have you contacted the casino's customer support regarding the missing deposit and the closure of your account? If so, what response did you receive?
• After your account was closed/deleted, was the €100 deposit returned or credited back to your bank account or payment method?
• Do you have any proof of the €100 transaction, such as a bank statement, payment confirmation, or transaction receipt showing that the payment was successfully completed?

Please also provide any relevant communication with the casino regarding this issue.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi,

I made the deposit by using Bank Transfer/Trustly.

I contacted their customer support and they said they're working on the case and nothing has happended in nearly two months and my account was deleted.

The 100€ deposit was never returned.

Hello ayriainen13,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ayriainen13,

Thank you very much for your reply and for clarifying the situation.

Before we can proceed with your complaint, I kindly ask you to provide proof of your €100 deposit made via Trustly.

Please send me a bank statement, payment confirmation, or transaction receipt clearly showing the transaction date, amount, recipient, and payment status.

You can upload the evidence directly to this complaint thread or send it to my email address at karla.m@casino.guru.

This information is necessary for us to verify the disputed transaction and proceed with the investigation.

Thank you very much for your patience and cooperation.

Karla M.

Hello,

I sent the evidence to the email address karla.m@casino.guru.

Thank you.

Jere

Dear ayriainen13,

Thank you for providing the evidence.

To clarify exactly what happened with the deposit and your account, could you please answer the following questions?

• On what exact date did you make the €100 deposit, and was the amount successfully deducted from your bank account?
• Was the €100 ever visible in your SlotStars casino balance, even temporarily, or was it never credited at all?
• Did the casino provide you with any reason for closing/deleting your account?
• Have you contacted your bank or Trustly regarding the missing €100, and if so, what did they tell you about the status of the transaction?

If you have any communication with your bank or Trustly regarding this payment, please forward it to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

Dear ayriainen13,

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.

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,
Karla
Casino.Guru