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Hello

During the month of December, I noticed that the casino GetSlots were doing a Christmas calendar. I decided to deposit on the 30th December as that day they were offer a 75% bonus up to €200.

A couple hours later while wagering the bonus, I was kicked out my account and received an email saying my account had been closed

I have then emailed them on the 31st Dec, 5th Jan and 7th Jan asking for an update and deposit back but I am getting ignored.

I don't really care for the account if that is how they are treating a customer but I hope they can at least honour my deposit and refund it back to my payment method.

Dear adamdv92,

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.

Could you please specify how much money you deposited on 30 December?

What was the balance in your account when the casino decided to close it?

Were you locked out of your account during your gameplay or only after you stopped playing?

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.

It was €266 I had deposited.

I wouldn't be able to tell you exactly about the other two questions, but looking at my emails. I deposited around 1:07pm and then I got the email about my account being closed at 3:29pm

I was letting it wager with the slot's auto spin feature while I did other things so I never saw what happened in real time. Don't know how much I'd won or lost or if it was in the middle of spinning or after it had finished.

Have you received any additional information regarding the reasons for your casino account being blocked? In the screenshot you provided, the casino mentions that you can contact them via chat or email for more details. Did you reach out to their customer support after receiving this message? If so, have you received any reply from them?

Please forward all relevant communication to me at veronika.f@casino.guru to assist with the investigation of your case.

Thank you for your patience and cooperation.

Hi Veronika

I have managed to get into contact with Getslots via email so I am just waiting on an explanation from them.

Thank you for letting me know. Has there been any progress in the meantime? If you're still experiencing difficulties, please forward me the emails between you and the casino that could be relevant to our investigation at veronika.f@casino.guru.

Dear adamdv92,

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.

I sent them another email on the 5th February and a day later they replied with a escalation ticket ID but nothing since.

Thank you very much, adamdv92, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you adamdv92 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GetSlots Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their deposit.

Thank you!

Sure, I can sort that out and send that over to you as soon as I can.

Dear adamdv92,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.