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 received a bonus of €5 and contacted customer support to ask about the wagering conditions and how much I needed to play in order to make a withdrawal. Initially, a support agent told me that I needed to play more in order to convert the bonus into real money.

Surprisingly, with that €5 bonus, I managed to win over €6,000 in just two hours. I honestly didn’t expect it to be real—part of me thought it might be a scam—but I kept playing just for fun. After some time, I noticed that my balance was converted from bonus money into real money, so I attempted to withdraw the funds.

However, I encountered issues during the withdrawal process. I emailed their support manager for clarification. Soon after, I saw my balance drop from €5,900 to just €0.20, and my account was blocked. I politely asked for an explanation, but I received no response from Zeslots.com.

Dear destro83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you and clarify the situation, could you please provide us with the following details?

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you made any successful deposits to this casino before?
• When did your account get blocked, and did you receive any communication regarding this action?
• Have you passed the full KYC verification?

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

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika, thank you for your help.

I'm still fairly new to all of this, so unfortunately, I don’t have a screenshot showing the active bonus.

I haven’t made a successful deposit. The support team at Zeslots advised me to continue playing in order to meet the wagering requirements before I can convert the bonus into real money and proceed with a withdrawal.

I was never notified that my account would be suspended, and I haven’t completed any KYC verification yet.

I also sent an inquiry to Zeslots.com via email yesterday, and this is the response I received.

Thank you for your reply.

Am I correct in understanding that you received a 5€ free bonus?

What games did you play while your bonus was active?

Have you played with any free bonuses in this casino before?

"I played Royal Riches Spanish Roulette, which had multipliers. ZeSlots had previously provided me with a €5 bonus as well."

Am I correct in understanding that you have already received some free bonuses from this casino before? Please specify how many free bonuses you activated and played with previously. Also, please forward me all the communication between you and the casino customer support regarding the confiscation of your winnings and the blocking of your account at veronika.f@casino.guru.

I had previously played at eSlots with a €5 bonus, two or three times. All the necessary documents/materials have been attached on your email.

I have checked the Terms and Conditions, and this is what I found:

3.35 The free bonus received when registering or as a gift after deposit, are only for playing in Fun mode and for testing the machines. in the event of a win, the players will not be able to withdraw and needs to drop that balance to 0 before depositing. Otherwise, the player account will be closed permanently.

If you played with a free bonus, it seems that according to the Terms of the casino, this bonus is for fun only, and cannot be withdrawn. Have you received any notification from the casino about this rule?

Dear destro83,

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.