MateSlots Casino - La cuenta del jugador ha sido cerrada.

Hello, i have created acoount at this casino. Deposited around 55 euro, and got first deposit bonus. Then successfully wagered required bonus wager and made withdrawal request. They have asked for many kyc documents and i ve uploaded all that they asked. And then i have found my account disabled and i got no withdrawal. I can not communicate with them via live chat, since from russian ip live chat icon is not clickable ( because of all internet restrictions in Russia). They do not reply to my emails. Please invite casino representative. While inviting them and waiting for them, i would answer additional questions you have.

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• What specific KYC documents did the casino request from you? Did the casino approve any of your documents?
• When exactly did you create your casino account, and when was it closed?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello again

I have played only slots (night cocktails, leprechaun riches)

I have provided them with passport, selfies with passport, proof of adress (bank statement), photo with paper and name of casino on it, photo of bank card (even though i have deposited via crypto). I do not if casino has approved them or not.

I do not know exact time when i opened my account and when it was closed. Opened my account arount 4-5 days ago and account was closed 1-2 days ago.

Thank you very much for your reply, Fayzer. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Fayzer,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru