SlotNeo Casino - γενική συζήτηση (σελίδα 5)

Well, I understand this is indeed very unfortunate. However, we can't demand anything from the casino without proof. I understand your logic; I truly do. But if someone told you to break the rules, you must first justify your actions. No later questions will be of any use. More transactions does not sound to me like more accounts. For that reason it is not usable, I reckon. 🙁

I do not believe we asked the casino whether you have ever had more than one account. We usually ask the same way the player lodges the case subject. Therefore, we were interested in learning why your account has been frozen. Then they come up with the second account.

I'm sorry you have been through this.

The amount is very high. It also upset me that they stayed with the casino. The only thing you should ask them is, "When did this player open a double account?" But you're not asking them those questions? You sided with the powerful.

I truly understand your frustration; I've been here with you for the last couple of weeks, I guess. But it won't change the past. Try to be objective, please.

If you choose to simplify the entire situation in this way, then I regret to inform you that the timing of when you opened the second account is not very significant.

Using your example: we would not be here if you had not opened the second account. So much for siding with the powerful, I guess. 🙁

Please understand that you cannot demand something by simply asking questions; instead, you must provide evidence of the casino's wrongdoing. Then, by asking questions, you can compare the answers to the proofs you have from the player. Otherwise, it is simply assuming. We don't work with opinions or feelings, even though I understand they're part of the players' "points of view."

This is a Turkish complaint site about Slotneo. This company is doing the same thing to many customers that it did to me. And by not believing me, you've only helped them. I have absolutely no faith in you anymore.

https://www.sikayetvar.com/slotneo

I have been playing at this casino for a long time. Both the bonuses and the customer support provide me with excellent service. They have shown me that they are a high-quality platform.

Yes, I still understand your feelings, but from a practical perspective, the inability to stay behind you was a question of proof. It wasn't a matter of picking a side, contrary to your perception. I already explained that the complaint is not about feelings; hence, believing is not enough to confront the casino. But it seems we can't pass this point. I'm sorry.

Perhaps the other players you mentioned were able to back up their claims; I'm not sure. I believe it is responsible to only comment on issues and cases that I am familiar with on some level.

Hello, hopefully it stays that way. 🙂 How long have you been with this casino, please?

They are spreading false information. Turkish complaint websites are full of complaints about them. They are trying to cover up their lies by posting fake reviews. I am one example. They scammed me. But thanks to them, I no longer gamble. I hate gambling now.

To be honest, quitting gambling—that's probably the best outcome. I understand how that may sound, considering the circumstances. I wish you well.

Large winnings blocked after $27,000 deposits – withdrawal not processed.I want to share my experience with Slotneo as a warning for other players.I deposited a total of $27,000 USD over time, and my balance reached approximately $36,000 USD after gameplay. When I attempted to withdraw, my account was suddenly restricted.Since then, my funds have been frozen and I have not been able to withdraw anything.The only explanation I received from support was that my account is under a "security and compliance review," including "Source of Funds verification" and "gameplay audits." However:No specific issue or rule violation has been explainedNo clear request for additional documents was made.No timeframe for resolution was providedCommunication remains generic and repetitive.At this stage, my funds are still locked without a clear resolution path.I have already escalated the matter through the relevant licensing complaint channels and I am now documenting everything carefully.I am posting this review so other players are aware of the situation and to encourage transparency from the operator.I hope the issue will be resolved fairly and that my funds will be released if no violation is found.

Good day to you, and thank you for reaching out. I understand this feels like some sort of nontransparent decision, and I get it's disturbing. Based on your description, the checks and investigation have both started, which does not mean that you breached anything in the past. The investigation is a process and at its end will be the conclusion. Therefore, at this point the casino can hardly provide more details or inform you about the conclusion. We have to wait until this is all over and then, based on the casino's decision, the next step will be taken. If everything is ok, the money will be paid; if not, you should be informed why the money won't be paid.

Casino may also request further documents from you; thus, it's difficult to provide the player with an estimated time frame.

I can imagine how it sounds, but at this moment, patience and cooperation are essential. Feel free to share anything related to this matter; let's stay in touch to see what comes next. There is always a chance that the conclusion will be positive for the withdrawal process.

Hello,

Thank you for your response and for clarifying the situation. I understand that investigations can take time and that the final outcome depends on the casino’s internal review.That said, I am increasingly concerned about the lack of transparency and the open-ended nature of this process, especially considering the significant amount involved ($36,000).From my perspective, this situation raises a few concerns:I have not been informed of any specific issue or alleged violation.There is no estimated timeframe or clear communication from the casino.The process appears indefinite, which puts me in a very uncertain positionI remain fully cooperative and ready to provide any documents required immediately.However, I would really appreciate your help in taking a more active role in this case by:Following up with the casino regarding the current status of the investigation.Asking whether there are any specific concerns related to my account.Requesting at least a rough timeframe or expected updateI trust your experience in these matters and hope you can help ensure that this case is handled fairly and transparently.Thank you again for your support, and I look forward to your update.

Hello, I understand what you are concerned about. Maybe it would be helpful to narrow the context here. Those checks are quite normal, especially when a player wins big. It does not mean that for the moment there are any terms violations; the point is that the casino would not know unless the check is done. Therefore, those investigations rarely start with "dear user you are suspected of the following..." because you are not.

Additionally, the casino may ask the game provider or providers to check your gaming history, and since the casino has no control over that, there is no estimated time frame. I know how it sounds, yet as you may see, there are no specific details the casino can tell you right from the start; honestly, they do not share even the basics because for many players it starts a circle of questions the casino cannot answer in the early stages.

On the other hand, providing some kind of reassurance is the best chat operators can do. I understand that from the player's perspective, it's more about "I do not know what has been happening. "I get it.

So, I feel you, and I hope the outcome will be positive and without unnecessary delay.

May I know when this investigation started, please? Perhaps you mentioned that earlier and I overlooked it, so I prefer to ask directly. Thank you.

Thank you for your response.

I fully understand that security and compliance checks are a normal part of the process, especially after larger winnings. I am not disputing the casino’s right to perform such checks.However, the real concern here is not the existence of the investigation, but the complete lack of transparency and undefined timeframe.From a player’s perspective, having a significant amount of funds locked, without:any estimated duration,any clear stage of the process,or even basic confirmation of what is being verified,creates a situation that feels highly uncertain and potentially unfair.Additionally, I would like to clarify an important point:this situation is not even related to an unusually large win in isolation. I deposited approximately $27,000 in a single day, meaning the funds currently held by the casino are largely originating from my own deposits, not just profit.In this context, treating the situation as a "standard large win investigation" without any timeframe or clarity becomes even harder to justify.While I understand that casinos may not disclose full details at the beginning, providing absolutely no timeframe or meaningful update leaves the player in a position with zero control or predictability.This becomes even more concerning considering that:the funds are already in the casino’s possession,all standard verification steps on my side have been complied with,and the delay is entirely on third parties or internal processes beyond my control.To answer your question, the investigation started on 12/05/2026.Additionally, my KYC documents were kept in "pending" status from May 2nd until May 13th, when my account was suddenly closed. During this entire period, I proactively sent emails asking for clarification, trying to understand if additional documents were required or if there was any issue with my verification. I received no meaningful guidance or resolution.Furthermore, three withdrawal requests (2×$1,000 and 1×$500) were processed only after constant pressure from my side. Each of these withdrawals remained pending for several days before being approved, which raises serious concerns about the platform’s liquidity and fairness.

At this point, I am simply asking for a reasonable level of transparency and a fair timeframe, as indefinite delays under the justification of "ongoing checks" can easily be abused in the industry.I remain cooperative, but I will also continue to document this case publicly until it is resolved.

Hello, I understand what you are saying, and I'm truly not sure whether a practical response will be the best for you. When you keep mentioning transparency and timeframe, it almost look like my previous posts went in vain. 🙂

I understand you used previously made payments as a measure point, and that's fair, but it may not be the case here anymore. Sorry for repetitive answers but a few days pending is also very normal and does not mean something is not transparent. But I understand your concern, and I respect it.

Would you perhaps feel better with a complaint submitted against this casino? We will definitely need the results of this assessment but it may help you feel more comfortable before the casino reaches a conclusion.

I would like to present the latest "offer" I have received from SlotNeo regarding my case.They have informed me that, after an internal AML investigation, my account has been identified as suspicious and therefore has been closed in accordance with their AML Policy and Terms & Conditions.As a result, they stated that they will process a refund of my last deposit only, minus any withdrawals already made after that deposit. In order to proceed, they requested that I provide my crypto wallet address for the refund.From my side, this outcome is inacceptable, as I have not engaged in any wrongdoing or violation of the platform’s rules. I remain fully open to cooperate and to provide any additional documents or information required for verification in order to resolve this matter properly.

I see and I respect your opinion on this. Kindly share this in the complaint, because that's where the mediator can at least try to present options. I hope there are other more acceptable possibilities, but that remains to be shown by the casino's stance in the complaint thread.

Let's see what comes next, and we can discuss it further on the forum.

Hello everyone,

I am currently dealing with a dispute involving SlotNeo, and my complaint is under review by Casino Guru. You can check on my profile.

I noticed that some of you seem to have experienced similar issues. Did any of you escalate your cases to an ADR provider or another external dispute resolution service? If yes, I would appreciate hearing about the process and whether it helped.

Thank you and best of luck with your cases.

Hello, could you at least give me a quick rundown of what happened to you at the casino? 🙂

I had a balance of approximately €2,000 when the casino requested KYC verification.

In my first submission, I redacted certain parts of the documents due to privacy concerns. The casino later requested the documents again, and I provided additional documentation.That time, All documents were original. I only obscured the my national DR ID on my salary payslip ( they said on phone that it wouldnt be a problem and it was not important for them). During the process, I was informed by phone that my account was allegedly linked to other accounts, which I strongly dispute. I am the sole user of my phone and computer.

Shortly afterwards, I found that my account had been suspended.

Later, I received another phone call during which I was offered the return of my last deposit if I removed my complaints and reviews from public platforms and provided screenshots as proof. I declined this offer.

More recently, the casino stated on Casino Guru that my KYC verification failed because the submitted documents were allegedly "altered."

What concerns me most is that the reasons given throughout the process appear to have changed over time, from general "risk indicators" to "linked accounts" and now to "altered documents."

Unfortunately, many of these communications took place over the phone, so I do not have recordings or written evidence of what was said.

My complaint is currently under review, and I will respect the outcome of that process. However, I felt it was important to share my experience and to hear from other players who may have encountered similar issues.

If anyone has gone through a comparable situation, I would be interested in hearing about their experience.