GetSlots Casino - Player’s account closed with winnings confiscated.

Dear Sir/Madam,

I started playing with casino in May, 2024. My account was successfully verified. I got winnings 2 times and they were fully paid. I continued playing. The last winning that I got was won with bonus that casino offered by email. Wagering was completed. I got 1919eur winning and requested withdrawal, but casino rejected it and asked to upload additional documents for account verification. Unfortunately I couldn't upload requested documents as suddenly my account was closed. I got the email of closure yesterday but the reason was not explained there. I contacted support via chat and got the following reply(you can find screenshot attached):" Alright, it seems that you were found in breach of our terms & conditions, and as such, your account was permanently closed, Irian."

The reason is very general. I couldn't get any details what was done wrong by me. Account is closed with my winning in balance. 

Please, help me to return my winning.

Hello irianmariaelena,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GetSlots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already forwarded to the casino for the verification? Did you try to contact the casino's e-mail support for further explanation?

Looking forward to your answer.

Regards,

Nick

Hello,

I got email from casino requesting documents for verification on 29.07. and they closed account on 30.07.

After filling complaint casino contacted me on 31.07:

Hello, I hope you are well.

I don't speak your language, I'm using a translator, sorry if there is any error in the translation.

In order to proceed with your refund request, could you please provide us with the following documents?

- Skrill deposit test

- Skrill account details (screenshot of your account showing your full name and email)

Thank you for your cooperation.

Sincerely,

Laura

Casino Support Team

I sent requested documents. Now I am waiting for response from casino.

Hello irianmariaelena,

Can you please forward the full communication between you and the casino to nikolas.b@casino.guru?

Hello Nick,

I forwarded all emails that I got from casino. Please find them in your mail box nikolas.b@casino.guru.

I still didn't get response from casino regarding my documents verification. Account is still closed.

Hello irianmariaelena,

I would recommend to wait at least until the end of this week as the verification usually takes up to 14 days.

Dear Nick,

Please be informed that casino fully paid disputed amount.

Regards

Irian

Dear irianmariaelena, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru