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Hello, I had been playing at Getslots when my account was suddenly closed on the 1st September. It was my understanding that I was verified, and I had requested a cashout of $1071.20 (USDT).

I went onto live chat immediately and asked what had happened to my account and withdrawal, and was told it had been passed to a different team and I'd get an update. I did request another update via email a week later but haven't been receiving responses.

I would like to open a complaint against Getslots with a view to having my funds returned.

Many thanks

Andrew

Dear ondorius,

Thank you very much for submitting your complaint. I’m sorry to hear about the sudden closure of your GetSlots account and the lack of communication regarding your withdrawal request.

To help us investigate this matter and assist you better, could you please provide a few more details?

• Before your account was closed, did you receive any notification from GetSlots indicating an issue with your account or withdrawal?
• Have you received any further updates or explanations from the casino since your initial contact with live chat?
• Were there any previous issues with your account, or any verification requests that might still be pending?
• Could you provide the exact timeline of when you requested the withdrawal and any follow-up emails you have sent?

If you have any relevant communication with the casino, such as email conversations or screenshots, please feel free to forward them to petronela.k@casino.guru so we can review them as part of our investigation.

Thank you for sharing these details – they’ll be really helpful as we look into the issue and work towards finding a solution that benefits everyone involved. We appreciate your cooperation.

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,

Petronela

Thank you very much, ondorius, 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 ondorius,

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 and their withdrawal not processed?

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

Hello, dear all!

Thank you for contacting us regarding your issue, we really appreciate it and apologize for any inconvenience caused. Rest assured, that we carefully consider each situation on an individual basis.

We have carefully analyzed your account and the documents you have uploaded. And we are pleased to inform you that your balance will be refunded.

Please clarify whether it will be convenient for you to receive the payment to a crypto wallet? Thank you!

Best regards,

GetSlots Team.

Hi folks, thanks for replying. I’ve emailed back with my crypto address and happy to receive my balance there.

Kine regards

Andy

Dear ondorius,

Thank you for providing the details. Your question has been forwarded to the finance department, who are working on the refund process. Please wait for updates via email.

Best regards,

GetSlots Team.

Will do!

Dear All,

I am pleased to observe advancements being made in the appropriate direction. I would like to express my gratitude for your collaboration. I am confident that I will soon be in a position to close this complaint as resolved.

Dear ondorius,  

Kindly inform me upon the receipt of the funds, so that I may proceed to close this complaint appropriately.

Hi Michael

Happy to confirm that the funds were received this morning. I'm really grateful for your help reaching someone at the casino.

@Getslots thanks for engaging and paying out my account balance.

I'm happy to close my dispute as resolved

Andy

Dear ondorius,

I'm glad to hear that you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru