The player from Germany had the account blocked without further explanation. The issue was successfully resolved, the player received his funds.
Gslot Casino - Player’s account has been blocked.
Amount: €12,000
Gslot Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I played at the casino for a long time. Was verified and always without bonuses. After winning € 12,000 I wanted to cash out. 1 hour later, my account was blocked for fraud and the money was gone. I have already reinvested several thousand euros to date. The support doesn't respond except that I cheated and they don't tell me the reason for it. And I don't have a contact person where I can get information. E-mails are just populated with the same text: The company reserves the right to terminate the user account and suspend all payments to the player. This decision is at the sole discretion of the company and the player will not be advised or advised of the reasons for such actions. The company also reserves the right to notify regulators of any such frauds committed by the player ... and I am not given any help or statement anywhere else ... Help ...
Automatic translation:
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3 years ago
Dear Pascal,
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. Have you accumulated your winnings with or without an active bonus? Was your account fully verified in the past? Could you please advise how long ago you have registered your account?
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
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3 years ago
Translation
Hello Petronela,
I have never activated a bonus, knowing that there are usually strong guidelines for doing so. I checked that too and it is not the case. I have been registered with the casino for about 6 weeks. According to the support, I successfully completed the verification and that was not a problem. I have to mention that I was asked several times whether I was connected to another account. I explained to them that I have a twin brother who also plays. But since we are verified and you had all the data such as address etc. the case was closed. Me and my brother don't live in the same town. And also the accounts etc. are different. Have the assumption that there may be an error. Greetings Pascal
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3 years ago
Thank you, Pascal, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru?
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3 years ago
Translation
Good day ,
I sent you an email . Unfortunately, many conversations are no longer available because they have been clarified in the support chat and I am blocked. .
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3 years ago
Thank you very much, Pascal, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Pascal,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Gslot Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hello, I want to do an update. For reasons that are still inexplicable to me, I can log in again. At the moment, however, no payments have been confirmed. I'll keep you posted
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3 years ago
Dear Pascal,
Thank you for your feedback. We take customer satisfaction seriously and are glad to help you with this situation. In addition, we would like to make it clear for others of our loyal customers as well.
First, we want to apologize for any inconveniences caused. The situation you have been experiencing earlier should be really frustrating. However, according to our Terms and Conditions your account was closed for additional audit. The Company reserves the right to terminate the user account and suspend all payouts to the player.
Nevertheless, after the audit the casino’s administrations came to the conclusion to reopen the player’s account and return the recent balance. From what we can see, you have already requested the withdrawal of funds, and it is processing on our side. So, from the facts above, we estimate that the issue was fully resolved.
Please let us know if we can be of any further assistance to you.
Sincerely,
Gslot Casino team
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3 years ago
Hi all,
Thank you both for your replies.
Dear Pascal, please let me know when you receive your winnings.
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3 years ago
Translation
Hello, I hereby inform you that Gslot has fulfilled its obligations and paid out the money. I would like to thank everyone involved. With best regards
Automatic translation:
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3 years ago
Dear Pascal,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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