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Casino has closed my account and voided my winning with unclear reason for me. I passed verification on 24.01. but on the next day account was closed. Casino stated that I breached terms and conditions but without exact explanation. So I don't know exact reason. Please help me to clarify what happened.

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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 at this casino? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.

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

Hello Veronika,

I play slots.

I used bonus but deposited also my amount and completed wagering.

I forwarded email.

Thanks.

Thank you for your email.

• Could you please specify which documents you submitted to the casino for verification?
• Did you receive a confirmation from the casino stating that your account was fully verified before it was blocked, or did you only receive confirmation that your documents were successfully uploaded and were pending review?
• Additionally, which payment methods did you use to deposit money into this casino?

Hello,

I submitted my ID and proof of address. I passed face verification two times according to the link that casino provided. Casino didn't send any email regarding completed verification.

On the next day after second face verification I was informed that my account was closed.

As payment method I use my crypto wallet.

Dear Alic18

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, Michal (michal.k@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

Hello Alic18,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Fast Slots Casino to join the conversation.

Dear Fast Slots Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.