GetSlots Casino - Player's accounts at multiple casinos are closed.

Hello. My account with Getslots was closed on the same day as a couple of other casino accounts (who I now know are owned by the same group). I had a $693 pending withdrawal, and I also had a $600 deposit that I'd made towards a new bonus offer. I had gone out for the night and woke up the next day to the simultaneous closure of my casino accounts.

Since then I've not been able to contact them, despite trying many times. Could you help me retrieve my funds please?

Jon

Dear jondeaves871,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it 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

I was verified via their direct document uploader, quite early in my account history which if memory serves was in December last year. I'd made plenty of deposits and withdrawals without any difficulty; and had provided my ID, selfie with ID, proof of address, proof of payment method(s) and proof of deposit.

I exclusively played slots and table games, and I accepted quite a lot of the bonus offers that they were sending me which were coming almost daily. I always kept within the allowable bonus rules, which was a maximum bet of $7.50 (CAD) on slots and no table games while a bonus was active.

Had no issues with them up until this point, where I had several casinos closed within the same minute. The only form of communication I've had since then was eventually someone told me it would be escalated to a specialist team, but since then they don't respond to any attempts to contact them via email, and live chat isn't available while logged out.

Thank you very much, jondeaves871, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 jondeaves871,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite GetSlots Casino to join the conversation.

Dear GetSlots Casino,

Can you please provide information on why was the player's account closed?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hello, jondeaves871 .

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

As we see from the system you have not completed the verification process, the specialists have asked you via email to send the necessary documents, could you please provide them? Thank you.

Kind regards,

GetSlots Team.

Hello,

I have been asked via email to upload documents. I am unable to do this as my account has been closed therefore I cant log in to upload whats required. What are my options to resolve this?

Kind regards,

Jon

Dear jondeaves871,

In this case you can provide us with the documents via email, replying to the message you received. Thank you.

Best regards,

GetSlots Team.

Hi

I responded to the email with every document requested, and they've told me to upload this to the site, which I can't do because my account has been shut. I have responded letting them know that if they want me to upload them, they will have to reopen the account.

Kind regards,

Jon

Hello, jondeaves871.

Thank you for providing us the necessary documents. We would like to notify you that your refund was successfully processed, it should be credited within 5 working days.

If you have any other question, please let us know.

Best regards,

GetSlots Team.

Hi all

I can confirm I received all my winnings. Big thanks for mediating Casino.Guru, and thanks GetSlots as well for processing my withdrawal.

I'm happy to close our dispute

Jon

Great news, jondeaves871. I'm glad to hear that you successfully received your winnings. 

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru