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Casino has closed my account and voided my winning with unclear reason for me. I passed verification on 24.01. but on the next day account was closed. Casino stated that I breached terms and conditions but without exact explanation. So I don't know exact reason. Please help me to clarify what happened.

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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.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.

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

Hello Veronika,

I play slots.

I used bonus but deposited also my amount and completed wagering.

I forwarded email.

Thanks.

Thank you for your email.

• Could you please specify which documents you submitted to the casino for verification?
• Did you receive a confirmation from the casino stating that your account was fully verified before it was blocked, or did you only receive confirmation that your documents were successfully uploaded and were pending review?
• Additionally, which payment methods did you use to deposit money into this casino?

Hello,

I submitted my ID and proof of address. I passed face verification two times according to the link that casino provided. Casino didn't send any email regarding completed verification.

On the next day after second face verification I was informed that my account was closed.

As payment method I use my crypto wallet.

Dear Alic18

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, Michal (michal.k@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,

Veronika

Hello Alic18,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Fast Slots Casino to join the conversation.

Dear Fast Slots Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Alic18,

I have tried to contact the casino repeatedly, but, as expected, I have received no response. I'm afraid there is not much that can be achieved without cooperation from their side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the casino doesn't display its license validator, most likely in an attempt to prevent players from escalating their complaints further.

Although Fast Slots Casino appear to hold a valid gaming license as they are listed in the Register of License Holders

Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (Igloo Ventures SRL) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Best regards,

Michal

Casino Guru