GetSlots Casino - La cuenta del jugador se cierra después de una victoria.

Get slots close account straight after a win!

I played get slots 2 days ago and straight after i won 1537€ i received an email that my account is closed. No explanation. I asked why and sent the information of my bank details to return my balance along with kyc information since i cannot log in and received a reply that the email has been sent to the relevant department.

Its very strange to me for a Casino to just close an account so fast after i win money and not give a reason either.

Hello Kelly Ann.

We inform you that your account at GetSlots has been closed.

For more information, you can contact our support team 24/7 by email or by our online-chat service on the website.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of the bonus and provide any relevant details about the promotion.
• Had you submitted any identity documents to the casino before your account was closed?
• When was the last time you contacted customer support to ask about the reason for your account closure?

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

Good morning Veronika,

I did not get an opportunity to do anything. My account closed soo fast. I have since emailed my KYC information.

I played with 200€ bonus yes and it was slots.

I contacted the casino straight away after i got the email that my account was closed. No reply so far as to what is going on.

Kelly M.

• Could you please send me a link to the bonus you activated and played with, or a screenshot of its terms? Was it a free bonus, or did you have to make a deposit to receive it?
• Have you made any deposits at this casino? If so, which payment method did you use?
• Also, has the casino responded to your email in the meantime? If you have received a response, please forward it to me at veronika.f@casino.guru.

Thank you for your cooperation.

Hi Veronika,

Thank you for taking the time to review the basis of my complaint.

I can confirm that i made a 200€ deposit via my banking card and received a 200€ bonus. I played slots and had a winning balance of 1537€. I have emailed the Casino my Iban details to pay the balance 10 days ago and i even sent kyc pictures and documents but no response since this below one. I have not even been told why my account closed.

Hello Kelly,

We are contacting you regarding your issue.

We understand the importance of a timely resolution, and we want to assure you that our team is actively working on addressing your concerns. However, providing an exact timeframe for the resolution process is challenging, as it depends on various factors.

Please be assured that we are making every effort to expedite the process and provide you with a comprehensive response as soon as possible. Your satisfaction is our top priority, and we appreciate your understanding during this time.

If you have any questions or require further assistance, please don't hesitate to contact us. We are here to help.

Sincerely,

Taliah

Casino Support Team

Dear Rehamyllek1

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, Stefan (stefan.m@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,

Veronika

Dear Rehamyllek1,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from GetSlots Casino to join this conversation and assist in addressing the complaint.

Dear GetSlots Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Rehamyllek1,

We would like to inform you that your account has been closed following an administrative decision, in accordance with our Terms and Conditions.

Regarding your remaining balance, please note that full account verification is required before the funds can be released.

To proceed with the verification of your account, please send the documents listed below to our email address at support@getslots.com, using the subject line "CasinoGuru", so that your request can be prioritized.

Please provide the following documents:

• A photo of both sides of your identification document. All four corners must be visible, and all information must be clearly readable.

• Photos of the card ending in 9706 used for deposits to your account. Please ensure that the middle six digits are hidden, or leave only the last four digits visible. Additionally, the CVV/CVC code must be hidden. Your name must be clearly visible, along with your signature if present.

• A valid proof of address document. This can be a photo or a digital PDF of a government-issued document, bank statement, or utility bill (e.g., phone, gas, electricity), issued within the last 90 days.

• A bank statement for the account to which you wish to receive the funds. If you have already submitted a bank statement for proof of address and would like to use the same document for withdrawal purposes, please let us know.

If you require any further assistance or have additional questions, please do not hesitate to contact us.

Kind regards,

GetSlots Casino

Dear Rehamyllek1,

Could you please follow the casino's instructions and let me know once you have completed the requested steps?

I look forward to your response.

Dear Getslots and Casino Guru.

All the above requests have been emailed as requested.

Thank you,

Kelly

Dear Rehamyllek1,

Thank you for your response.

Could you please confirm whether you still have access to the email address you used to register your casino account? If so, we kindly ask you to provide the requested documentation to the casino using that email address.

Please let me know once you have done so.

I look forward to your response.

Dear Rehamyllek,

We apologize for the previous email.

We would like to inform you that your documents have been successfully received and are currently under review. Once an update becomes available, we will notify you as soon as possible.

Kind regards,

GetSlots Casino

Dear Rehamyllek1,

We would like to inform you that your document has been successfully approved.

We have also reviewed the credentials you provided for the refund; however, your personal address is missing. To ensure the details are correct, kindly send your address to our email.

Once we receive this information, the refund will be initiated, and we will update you once it has been fully processed.

Best regards,

GetSlots Casino

Emailed complete address to you Getslots. Thank you.

Dear GetSlots Casino,

Thank you for your response and for the update.

We appreciate your cooperation. Could you please let us know once the refund has been processed and the funds have been sent to the player's account?

I look forward to your response.

Dear Rehamyllek1,

We would like to inform you that the refund has been successfully processed on our side. Please note that it may take up to five business days for the funds to be reflected in your bank account.

Should you have any further questions, please do not hesitate to contact us.

Best regards,

GetSlots Casino

Dear Rehamyllek1,

Could you pleae let us know once you receive the payment?

I look forward to your response.

Hi Stefan,

I can confirm i have received my account balance from Get slots. Thank you for all your help in this matter.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rehamyllek1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan