SlotNeo Casino - Igračev račun je zamrznut.

I constantly bet on the site Slotneo. I live in Turkey. Slotneo is currently operating under the name https://slotneo41.com. I've always lost money on this site. This is the first time I've won. I've withdrawn approximately $10,000, net 400,000 TL. They canceled my withdrawals and froze my account. It's been like this for five days. They haven't contacted me at all. I haven't even received a response from support. My username is *************. I trust you, please help me.

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Dear sametakin,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Hi, I only won with live betting. I've been betting for 25 years. I had shots on this site. I had sent my documents before. I didn't get a bonus etc. They blocked me from everywhere. There are many people like me in Turkey. Is there a way to get my money from this site? I can't log into my account anymore either. What should I do?

Dear sametakin,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent an email katarina

The 7+7 day period has expired. What happens now? Please someone help me.

Dear sametakin,

my apologies for the late response. I was on a sick leave.

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, Martina (martina.b@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,

Katarina

Dear sametakin,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SlotNeo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

Thank you for your support. I actually like Slotneo's infrastructure. I like it and will continue. I don't think they'll see these messages. But if they resolve this issue, I'll recommend it to all my friends, even if I like this site. Do you think Slotneo sees these messages? Is it aware of casino.guru's efforts regarding this issue?

Hello Katarina,

I just sent an email to Slotneo and included you as well. I hope they respond this time. You can check your email too. I wrote it in Turkish. Please translate it.

Hello Martina,

We have sent you an email with all the supporting evidence attached for your review.

Please let us know if you have received it successfully or if you require any additional information or clarification regarding the provided materials.

Kind regards,

SlotNeo Compliance Team

Dear sametakin, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient. I truly appreciate it!

Hi Martina

I emailed them again. I also added you to the email. I warned them one last time.

Hello Martina,

We have replied to your e-mail.

Kind regards,

SlotNeo Compliance Team

Hello Martina,

I've been gambling for 25 years. This is the first time I've experienced something like this. I never thought I'd have to seek redress on a platform like this. 25 years is a long time. If I've made even the slightest mistake, I don't want the money back. If I'm wrong, I'll drop the case. I've already written about this before. If they pay me, I'll donate all the money to orphaned children. I even wrote to them in an email. I only gambled on this site because of its good infrastructure. I said I would continue if they paid me. I'm very curious what they write to you in emails. How do they defend themselves? I'm ashamed to be in this situation. That's all I have to say.

Dear sametakin,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and collusion.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation is considered unacceptable practices in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.