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I would like to raise an issue regarding my withdrawal of €1320. The payout was on "pending" for 4 days and was then returned to my account without giving reasons. I then contacted me via the live chat, which was only accessible via mobile phone because the chat did not work on the computer. In this chat, I described the situation in detail, after which my account was closed without warning. I used the chat again several times, but always only received automated answers that did not address my concern. I would like to emphasize that I: Didn't use a bonus Have not violated any rules of the provider Since I have not received a clear explanation or a solution to my problem, I ask for clarification as soon as possible. I want to know why my payout was charged back and why my account was closed.

Dear Neo_23,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’re facing with your withdrawal and account closure. In order to better understand your case and proceed with our investigation, could you please provide the following details?

• Did you receive any emails from the casino regarding the withdrawal being returned or the account closure? If so, could you share the content of those messages?
• Have you attempted to withdraw funds before, or was this your first withdrawal request?
• Were you asked to provide any verification documents before or after the withdrawal request? If so, what documents did they request, and did you submit them?
• Have you contacted the casino through any other channels (such as email) besides live chat? If so, what responses did you receive?
• Do you still have access to your account, or has it been completely restricted?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication with the casino, such as emails or screenshots, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

my first withdrawal attempt:

Transaction ID

2533378668

Date

2025-03-15

After 4 days the money was back in the account.

Second try :

Transaction ID

2542146541

Date

2025-03-19

I subsequently contacted them via chat and was angry because the money was back in my account and hadn't been paid out. My account was subsequently closed.

I've been in contact with the casino for days. They only tell lies or give pre-determined answers. It's always the same.

At no point was I asked for verification documents. After locking my account, they mentioned that the account was under review. I can no longer access my account.

You can also see the €400 payment in the screenshot. It was made via a site called Epictipz.com

Hallo,

mein erster Auszahlungsversuch :

Transaktions-ID

2533378668

Datum

2025-03-15

Nach 4 Tagen war das Geld wieder auf dem Account.

Zweiter Versuch :

Transaktions-ID

2542146541

Datum

2025-03-19

Ich habe mich anschließend im Chat gemeldet und war wütend, weil das Geld wieder auf meinem Konto war und nicht ausgezahlt wurde. Daraufhin wurde mein Konto geschlossen.

Ich stehe seit Tagen mit dem Casino in Kontakt. Sie erzählen aber nur Lügen bzw. Antworten mit vorgegeben Antworten. Immer das selbe.

Ich wurde zu keiner Zeit nach Verifizierungsdokumenten gefragt. Nach der Sperrung meines Kontos erwähnten sie, dass das Konto geprüft wird. Ich kann nicht mehr auf mein Konto zugreifen.

Die Zahlung von 400€ seht ihr auch im Screenshot. Es läuft über eine Seite namens Epictipz.com

Update:

After several emails and 100 chats, I was asked for my bank statement, my ID card and a selfie.

I had extreme security concerns, but I submitted the data...

I had contacted VISA/Klarna and threatened to do so in the chat. This was my last contact in the chat before I escalate the situation completely. After that, VISA should take care of it.

Update :

Nach diversen Mails und 100 Chats wurde ich jetzt um meinen Kontoauszug, meine ID Karte + Selfie gebeten.

Ich hatte extreme Sicherheitsbedenken, habe die Daten aber übermittelt...

Ich hatte mit VISA/Klarna Kontakt aufgenommen und im Chat damit gedroht. Das war jetzt meine letzte Kontaktaufnahme im Chat, bevor ich eine totale Eskalation veranstalte. Danach soll sich VISA darum kümmern.

Hi Neo_23,

Thank you for the detailed update. I’m sorry to hear about the ongoing issues with your withdrawal and account closure.

• Just to clarify, it seems that you were asked to verify your payment method after your account was locked, is that correct? You mentioned providing your bank statement, ID card, and selfie—could you confirm if these were specifically requested in relation to the withdrawal or the account review?
• Additionally, could you please let us know what type of games you were playing before your account was blocked? This information may help us further understand the situation.

Thank you in advance for your reply.

Hello,

many thanks for your response.

I've also enclosed a PDF file of my most recent bank statement. That's correct.

- Bank statement (PDF)

- ID (front and rear)

- Selfie with ID

Everything that was required.

I only played low-stakes slots, without a bonus. I have several screenshots. I won on Sweet Bonanza.

I annoyed the casino in the chat for eight days!!! until they finally asked me for my documents. There was no mention of this before. I'm in the chat every day and I'm literally harassing the employees.

Tomorrow 14 days will have passed!!!

Hallo,

vielen Dank für deine Antwort.

Ich habe noch eine PDF Datei meines letztens Kontoauszugs mitgeschickt. Das ist richtig.

- Kontoauszug (PDF)

- ID (vorne und hinten)

- Selfie mit ID

Alles was gefordert war.

Ich habe nur Slots mit geringem Einsatz gespielt. Ohne Bonus. Ich habe diverse Screenshots. Den Gewinn habe ich bei Sweet Bonanza erziehlt.

Ich habe das Casino 8 Tage !!! lang massiv im Chat genervt, bis ich dann nach meinen Unterlagen gefragt wurde. Davor war davon keine Rede. Ich bin jeden Tag im Chat und belästige die Mitarbeiter regelrecht.

Morgen sind 14 Tage vergangen !!!

Thank you very much, Neo_23, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of SlotMonster Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Neo_23,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SlotMonster Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

A miracle has happened...

I just received my payout. I can't believe it...

The 1320€ are in my account.

Ein Wunder ist geschehen...

Ich habe gerade meine Auszahlung erhalten. Ich kann es gar nicht glauben...

Die 1320€ sind auf meinem Konto.

Dear Neo_23,

That´s AMAZING news! I am so glad!!.

I'll go ahead and mark the complaint as 'resolved' in our system. I really appreciate your cooperation and also the confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru