The player from the United Kingdom attempted to withdraw 307 euros, but the casino claimed that the payment had been made to his credit card, which he had not received. The casino then became unresponsive to his attempts to communicate. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries and reminders, leading to the closure of the complaint for the time being. The player retained the option to reopen the complaint in the future if he chose to resume communication.
ZeSlots Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €307
ZeSlots Casino
Safety Index 3.9 LowCase summary
Discussion
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9 months ago
i had accumulate 307euros and tried to withdraw, they told me it had been paid onto my credit card.
no such payment was received.
they now refuse to answer any correspondence from me.
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9 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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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ZeSlots Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account in the casino already closed? Can you access it currently?
- Have you passed verification, including your identity and payment method verification?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me more recent communication between you and the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Dear sutstf,
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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9 months 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,
Tomas
Casino.Guru
