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Complaint – account closed 36000$ under vague AML suspicion, lack of transparency, unfair settlement and withheld funds

I am submitting a complaint regarding Slotneo and the handling of my account closure, withdrawals, and AML review process.

I deposited a total of approximately $27,000 USD into my account over a short period of time. During the withdrawal phase, I processed three withdrawals (2 x $1,000 USD and 1 x $500 USD), which were subject to significant delays and pending periods before being eventually processed.

After a prolonged KYC/AML review and repeated withdrawal delays, my account was ultimately closed under a general "suspicious activity" AML justification. No specific evidence, no detailed explanation, and no reference to any concrete Terms & Conditions breach has been provided.

Throughout the process, my account remained under extended verification and withdrawal delays without clear communication or structured timelines. At no point was I provided with a proper Source of Funds request or a clear list of required AML documentation.

Instead of a transparent compliance procedure, I was later offered only a partial refund of my last deposit (minus withdrawals), which I consider an inadequate and unsubstantiated resolution given the total amount deposited and the lack of explanation provided.

I remain fully willing to cooperate with any legitimate AML or Source of Funds verification process and to provide all required documentation. However, I require a clear and structured explanation of the reasons behind this decision and the specific documents needed for proper compliance.

I am requesting a fair and independent review of the operator’s actions and the decision to restrict access to my funds.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotNeo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents the casino requested from you during the verification process?

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

Hello,

Thank you for your response and for taking my case into consideration.

Please find my answers below:

How long I was a player & when account was blocked:

I created my account on May 1st, 2026. My account was blocked on May 12th, 2026.

How I found out about the block:

I discovered that my account was blocked when I attempted to access it / proceed with my withdrawal and was unable to do so. There was no prior warning.

Games played:

I played a combination of slot games and sports betting.

Balance origin (bonus or not):

I did NOT use any bonus or promotion at any time. All gameplay was done exclusively with my own deposited funds.

Deposits:

I deposited approximately $27,000 in a single day.

Documents requested by the casino:

I uploaded my KYC documents immediately after creating the account (proof of identity, etc.). However, these documents remained in "pending" status until May 12th, when my account was suddenly blocked.

I would like to emphasize that:

I fully complied with the verification process from the very beginning.

I did not delay or avoid any checks

My funds are legitimate and can be fully justified.

What concerns me most is that:

My account was allowed to accept a very large deposit immediately.

My documents were not reviewed for over 10 days.

The account was then blocked without prior notice.

I remain fully willing to cooperate and provide any additional documents required, including source of funds.

However, the current situation feels unfair, especially considering that I acted in good faith at all times.

I would appreciate your help in facilitating a fair and timely resolution.

Thank you again for your support.

Best regards,

Ionut *****

Hello Tomas.Could you please check my email?Thank you

Deposits

Emails between me and SlotNeo

Emails

Conversation between me and VIP Manager

VIP Manager

Thanks for your patience and the detailed information provided.

• Do I understand correctly that you registered using your Romanian address despite working abroad?
• Do I understand correctly that the crypto app you used for deposits requires you to pass KYC?

Please let me know.

Yes, that is also correct. The cryptocurrency platform I used for deposits requires all users to complete KYC verification procedures before being allowed to use its services. All deposits made to SlotNEO Casino were completed on the same day and originated directly from my personally owned and verified MEXC exchange account.I did not use any non-custodial wallets such as MetaMask, Trust Wallet, or any other private cryptocurrency wallet at any stage of the transaction process.The funds were transferred directly from my MEXC account to the deposit addresses provided by SlotNEO Casino.The MEXC account used for these transactions is registered in my name and is subject to the exchange's Know Your Customer (KYC) verification requirements.

Should you require any additional documentation or clarification, I will be happy to provide it.

Dear Ionuttoader1987,

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, Jana (jana.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,

Tomas

Dear Ionuttoader1987,

I sincerely regret to learn that your account has been blocked. Please rest assured that I will reach out to the casino promptly to address this matter. I would also like to invite a representative from SlotNeo Casino to join our discussion in order to help resolve this complaint effectively.

Dear SlotNeo Casino,

could you kindly clarify the reasons behind the blocking of the player's account? We would greatly appreciate it if you could provide any relevant evidence. You may share your statement and attach the evidence here, or alternatively, you can send it directly to my email at jana.k@casino.guru.

Thank you in advance for your cooperation regarding this matter.

Kind regards,

Jana

Dear Casino Guru Team,

Thank you very much for your message and for taking the time to review my complaint.

I appreciate your assistance and I am grateful that my case has been assigned to Jana for further investigation. I look forward to cooperating fully throughout the process and I am available to provide any additional information or documentation if required.

Thank you again for your support and efforts in helping to resolve this matter.

Kind regards,

Ionut Toader

Dear Jana,

Please be advised that we have just sent a comprehensive response and the necessary details regarding this case directly to your email (jana.k@casino.guru).

Thank you for your cooperation, and we look forward to your review.

Kind regards,

SlotNeo Casino Team

Hello Jana,

I would like to inform you of an important development in my complaint.

Today, for the first time since my account was closed, I was able to log into my SlotNeo account again.

However, I noticed that my balance has been changed to 6,259.27 USDT, which is essentially the same amount as the settlement offer previously made by the casino. I have never accepted that settlement offer.

The account now allows me to withdraw this amount.

I also checked both my transaction history and my game history. I could not find any visible balance adjustment, confiscation, or transaction explaining why my previous balance was reduced to 6,259.27 USDT.

I have attached screenshots showing:

the current available balance,

the withdrawal page,

the transaction history.

Could you please ask the casino to explain:

When and why my balance was changed?

Why is there no visible transaction or balance adjustment explaining the reduction?

I believe this is an important new development in the case.

Thank you.

Best regards, Ionuț Toader

For the avoidance of doubt, I do not accept this amount as a settlement and I do not consider this unilateral balance change to resolve the dispute

Dear Ionuttoader1987,

I kindly ask you for patience while there´s still undergoing investigation. Thank you for your continued support and assistance.

Dear Ionuttoader1987,

Thank you for your patience while we reviewed the evidence associated with your complaint. After thorough consideration, we regrettably must inform you that we cannot uphold your claim due to a breach of our restricted jurisdiction policy and insufficient verifiable documentation related to our Anti-Money Laundering (AML) policy. We understand how disappointing this may be, and we appreciate your understanding in this matter. If you have any questions or encounter any issues in the future, please do not hesitate to reach out to us.

We’ve reopened this complaint at the request of Ionuttoader1987. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Jana,

Thank you for reopening my complaint. I sincerely appreciate that you have reconsidered the case and are giving it another opportunity to be reviewed.

I remain fully transparent and willing to cooperate throughout this process. If you require any additional documents, explanations, or evidence, I will provide them promptly. I have nothing to hide and I am prepared to assist in any way necessary to help establish the facts.

I would also like to mention that I requested the reopening of my complaint immediately after it was closed as "Unjustified." At that time, my request was declined, so I believed that all available dispute resolution options through Casino.Guru had been exhausted.

I would also like to inform you that, following the closure of my complaint as "Unjustified," I proceeded to file disputes and complaints with several relevant authorities and organizations, as I believed I had exhausted the available dispute resolution process through Casino.Guru.

Nevertheless, I welcome the decision to reopen the case and I hope we can now reach a fair and objective assessment based on all the available evidence.

Thank you again for your time and for giving this matter another chance.

Kind regards,

Ionut Toader

Dear Ionuttoader1987,

I sincerely appreciate your patience as I reach out to the casino through email. I will keep you updated with any developments. Thank you for your ongoing assistance and support.

Dear Jana,

I want to be completely clear about my position.

Based on everything that has happened so far, I firmly believe that SlotNeo is attempting to retain my funds through conduct that I consider fraudulent. Their actions speak for themselves.

I genuinely do not understand why they continue this course of action when it is obvious that I have no intention of abandoning my case. Even if taking legal action becomes necessary, I am fully prepared to do so. The longer they delay, the greater the damage they cause—not only to their reputation but potentially to themselves financially as well.

Throughout this process I have remained transparent, cooperative, and willing to provide every document requested. I am still available at any time if you need additional explanations, documents, screenshots, blockchain records, financial statements, or any other evidence.

I remain confident that I can address every allegation they have made. In my view, the facts are already sufficiently clear for anyone willing to examine the evidence objectively.

Thank you for your continued assistance. I remain at your disposal for anything that may help clarify this case further.

Kind regards,

Ionut Toader

Hello Ionuttoader1987,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Ionuttoader1987,

Thank you for your continued patience.

I want to reassure you that I am in touch with the casino regarding your case. I will provide you with an update as soon as I receive the pertinent information.

Thank you once again for your understanding and patience during this time.

Hello,

Thank you for your update and for continuing to follow up with the casino regarding my case.

I appreciate your efforts and look forward to hearing from you once you receive further information. Please let me know if you require any additional documents or clarification from my side.

Kind regards,

Ionut Toader

I would like to raise several serious concerns regarding the way SlotNeo handled my account closure and the AML investigation.

1. My KYC verification remained pending. I submitted my verification documents, but they remained in "Pending" status for several days. Before the verification process was completed, my account was closed.

2. My account was closed immediately while my withdrawal had been pending for several days. At the time my account was closed, I had a withdrawal request that had remained in "Pending" status for several days. During that period, I repeatedly contacted the casino requesting an explanation for the delay and asking them to process my withdrawal. Instead of receiving an explanation or having my withdrawal processed, my account was immediately closed.

3. No Source of Funds documentation was requested before the closure or after. If the operator genuinely had AML concerns, I would have expected them to request Source of Funds or any additional documentation before making the final decision. Instead, I voluntarily provided extensive evidence, including Revolut statements, MEXC transaction history, proof of income, and other documents demonstrating the legitimate origin of my funds.

4. Previous withdrawals were approved. The casino successfully processed my previous withdrawal requests before suddenly claiming that my account was suspicious from an AML perspective. This raises questions about when the alleged suspicion actually arose and why no additional verification was requested at that stage.

5. The reasons for closing my account changed over time. Initially, the operator justified the closure by referring to AML concerns. Subsequently, they introduced the argument that I was located in a restricted jurisdiction. However, Romania was added to the operator's list of restricted jurisdictions after my account had already been closed. Furthermore, the operator had been fully aware from the very first day that I was registering and playing from Romania. My country of residence was clearly declared during registration, and the casino accepted my registration, my KYC submission, my deposits, my gameplay, and even processed several withdrawals without raising any concerns regarding my jurisdiction. This raises serious questions as to why the restricted jurisdiction argument was introduced only after the account closure and whether it was used retrospectively to justify a decision that had already been made.

6. The account balance was modified without my agreement. After the dispute progressed, my account balance was unilaterally changed to approximately the amount of the casino's previous settlement offer, despite the fact that I had never accepted that offer. I respectfully request the operator to explain the legal and contractual basis for this action.

I fully understand that licensed operators have obligations under Anti-Money Laundering regulations and may investigate suspicious activity. However, I believe such investigations should be conducted in a consistent, fair, and transparent manner.

I respectfully ask the operator to clarify the following:

On what exact date was the AML investigation initiated?

If the investigation had already begun, why was my withdrawal left pending for several days instead of being promptly addressed?

Why was my account closed immediately after I repeatedly requested an explanation and insisted that my withdrawal be processed?

What specific circumstances triggered the AML suspicion?

Why was no Source of Funds documentation requested before the account was closed?

When were the documents that I voluntarily submitted actually reviewed?

Why was the justification later changed from AML concerns to a restricted jurisdiction issue, especially considering that Romania was added to the restricted jurisdictions list only after my account had already been closed?

Why did the operator knowingly accept my registration, KYC, deposits, gameplay, and previous withdrawals if Romania was supposedly considered an unacceptable jurisdiction?

Under which contractual or regulatory provision was my account balance altered without my consent?

I am not asking the operator to disclose any confidential AML reporting or information that cannot legally be revealed. I am simply requesting a clear explanation of the procedure followed in my case and the legal basis for the decisions that were made.

Given the sequence of events, I believe there are legitimate questions as to whether the AML procedure was carried out consistently and in accordance with the operator's own policies and regulatory obligations. I respectfully request that these questions be addressed individually with factual explanations supported by the relevant terms, internal procedures, or regulatory requirements where applicable.

Hi Jana, we have replied directly to your email with an update and attached new screenshot evidence regarding this case.

Thank you,

SlotNeo Casino Team

Dear Jana,

Thank you for the time you have dedicated to this case.

After more than two months, I have decided that I no longer wish to participate in a process that has become unnecessarily prolonged and unproductive.

Unfortunately, this complaint has evolved into a cycle where both parties seem to respond only when the allotted response period is about to expire, and in some instances even after the deadline has passed following timeline extensions. As a result, weeks pass while only a single question or point is addressed at a time. I do not believe this reflects an efficient, transparent, or meaningful dispute resolution process.

Before I withdraw from this process, I would like Casino Guru to clarify one final and very simple point.

My complaint was initially rejected partly on the basis of "insufficient verifiable AML documentation." At the same time, SlotNeo has consistently claimed that my account was closed due to AML concerns.

Therefore, I respectfully ask Casino Guru to request from SlotNeo one single piece of evidence:

Please provide one email, message, or any written communication in which SlotNeo requested additional AML, Source of Funds, or Source of Wealth documentation from me after accusing me of suspicious activity.

Just one.

If such a request exists, it should be easy for the operator to produce it.

If no such communication exists, then it is difficult to understand how I could be criticised for failing to provide documentation that was never requested in the first place.

From the very beginning, I voluntarily submitted extensive documentation, including KYC documents, Revolut statements, MEXC records, proof of income, transaction history, and any other information available to demonstrate the legitimate origin of my funds. I consistently expressed my willingness to provide anything else that might be required. However, no formal request for additional AML documentation was ever made to me.

For this reason, I consider my participation in this complaint process concluded. I will continue pursuing this matter through the appropriate legal and regulatory channels rather than through a process that, in my opinion, has ceased to be an effective means of resolving the dispute.

Thank you for your time and assistance throughout this case.

Kind regards,

Ionut Toader

Unless this simple question can be answered with objective evidence, I consider my participation in this complaint process concluded.

Dear Ionuttoader1987,

I sincerely appreciate your patience as I am currently engaged in an active email conversation regarding your complaint. Please rest assured that I will keep you informed as soon as I receive more information from the casino. Thank you for your continued cooperation.

Dear Jana,

I would like to inform you that, in order to address the AML concerns raised in my case, I have decided to retain and pay an independent AML specialist to conduct a professional review of my Source of Funds and the cryptocurrency transactions related to my SlotNeo account.

The purpose of this independent report is to objectively verify the legitimate origin of my funds and assess whether there is any factual basis for the AML allegations made by the casino.

As soon as the report is completed, I will submit it to you together with all supporting documentation. I kindly ask that it be taken into consideration as independent expert evidence when reviewing my complaint.

I believe that an objective assessment by a qualified AML professional will provide additional clarity and help establish the true facts of this case.

Thank you for your time and consideration.

Kind regards,

Ionut Toader

The timer was started while waiting for my response. There is no question or request from my side.

Regarding my message above, it is only intended to further help and clarify the situation. I have already sent you the AML-related documents by email. I am confident that Casino Guru works with at least one AML expert.

I will also attach the official AML report here once I receive it. I requested this report to be prepared in case the dispute needs to be escalated further, and it will also be useful for my lawyer.

However, please consider it as additional supporting information only, not as an obligation or a request.