SlotNeo Casino - γενική συζήτηση (σελίδα 6)

Thank you very much for sharing your experience; it’s definitely helpful. 

I see that various reasons were given for closing your account, so I’m not sure which one the casino will use as its defense. But if they responded to the complaint, that’s a good sign, because they’ll have to prove everything to our team. So, if you didn’t do anything wrong, I don’t think you have anything to worry about. 

So I’d probably stay patient for now and wait to see what our team says about the whole situation and how it plays out.

I’ll keep my fingers crossed for you, hoping it turns out fairly for both sides.🤞

I have been gambling online for many years, but what this company, Slotneo, did is something I have experienced only very rarely.

Not only did they confiscate my winnings, but they also took my deposit.

Unfortunately, the case involved sports betting, so Casino Guru was unable to help. What makes the situation even more suspicious is that the casino changed its accusations several times during the dispute.

On top of that, the casino promised to refund my deposit. I have the email confirming this, as well as their replies on Trustpilot. However, they never did it and never responded to my emails afterwards.

They are the worst scumbags and scammers. Avoid them like the plague. They are nothing but trash and a gang of fraudsters.

I have accounts at dozens of bookmakers and casinos, but I have never come across a bigger piece of trash than this Turkish shit.

In all my years of online gambling, this is by far one of the worst operators I have ever dealt with.

Also, don't pay attention to trustpilot reviews, they usually offer free spins for positive reviews and report all negative ones as fake, so the review on trustpilot is definitely not objective

I'm sorry about what happened to you at the casino and that we couldn't help. In any case, have you tried filing a complaint somewhere else that handles sports betting? Maybe they could help if we can't.

If you have emails where they promised to refund your deposits and so on, I wouldn’t just let it go and would keep pursuing the matter.

I am disappointed with the way my complaint was handled by Casino Guru.

My complaint involved approximately 36,000 USDT and was rejected after the casino submitted evidence privately to the resolver.

My concern is not simply that my complaint was rejected. My concern is that I was never given the opportunity to review or respond to the allegations that ultimately led to the rejection of my case.

After the decision, I was informed that one of the reasons for rejecting my complaint was allegedly insufficient AML documentation regarding the origin of my cryptocurrency funds. However, during the investigation I was never told that my documentation was considered insufficient, nor was I asked to provide additional Source of Funds evidence before the final decision was made.

I had already submitted confidential KYC and AML documents, cryptocurrency transaction records, and repeatedly stated that I was willing to provide any further documentation requested.

I also submitted evidence showing that the casino accepted my deposits, allowed me to continue playing, and that I was encouraged by the VIP Manager to continue depositing before later relying on a restricted jurisdiction policy. I do not feel that these points were adequately addressed in the final outcome.

I fully respect Casino Guru's right to reach its own conclusions. However, I believe a fair mediation process should give both parties an equal opportunity to present evidence and respond to the other side's claims before a final decision is made.

For these reasons, I cannot recommend Casino Guru's complaint resolution service based on my personal experience.

Dear Jana,

However, I must honestly express my deep disappointment with the way my case was handled and ultimately closed as an "Unjustified complaint."

Throughout the entire investigation, I was never asked to provide any additional AML or Source of Funds documentation, despite the final decision stating that my AML documentation was insufficient. I was never given the opportunity to respond to the casino's allegations or to submit evidence that directly contradicts them. I find it difficult to understand how such a conclusion could be reached without first allowing me to address the claims made by SlotNeo.

I possess evidence showing that SlotNeo knew from the very beginning where I was registering from. They accepted my registration, accepted approximately $27,000 in deposits, completed my withdrawals, assigned me a VIP manager, and even encouraged me to continue playing and making further deposits. At no point during this period was I informed that I was located in a restricted jurisdiction or that my account should be closed.

Even if, for the sake of argument, the casino were correct regarding its jurisdiction policy, I do not believe this automatically gives it the right to confiscate a player's deposits and winnings after knowingly accepting the account, the deposits, and encouraging further gambling activity.

I also have strong reasons to believe that Romania was added to the restricted jurisdictions list only after my account was closed. While I cannot conclusively prove when this change was made, I have requested that the operator provide the exact version of the Terms and Conditions that was in force when I registered my account.

What disappoints me the most is that none of this evidence appears to have been properly considered before my complaint was closed. Instead, Casino Guru relied on the casino's explanations without giving me a fair opportunity to challenge them.

For these reasons, I believe that classifying my complaint as "Unjustified" is unjustified in itself. I expected an independent and impartial review where both parties would have an equal opportunity to present evidence. Unfortunately, that is not how I experienced this process.

As a result, I have lost confidence in Casino Guru's complaint resolution process. From my perspective, it appears to favour the operator's position rather than ensuring that both sides are heard equally.

I sincerely hope that Casino Guru will reflect on how cases such as mine are handled in the future.

Finally, I sincerely hope that no other player has to experience what I have gone through. Based on my experience, I would strongly advise potential players to exercise extreme caution before depositing significant amounts with SlotNeo. If the operator can accept large deposits, encourage further gambling, and later rely on vague AML allegations and jurisdiction claims to withhold funds without giving the player a fair opportunity to respond, then other players could find themselves in the same situation.STAY AWAY!

Kind regards,

Ionut Toader

Hello IonutToader1987,

I am currently involved in a dispute with SlotNeo as well, and I have been following your case closely.

I'm sorry to see that your complaint was rejected. I can imagine how frustrating that must be after going through such a long process.

I hope you decide to escalate your case to an independent ADR provider. An independent review may provide another opportunity to have all of the evidence assessed.

If you decide to pursue ADR, I would be interested to know how the process develops, as my own complaint is still under review.

I wish you the best of luck, and I hope you are able to reach a fair resolution.

Kind regards,

Gorkem

Hello, Jana is not here on the forum, I'm afraid.

I probably understand what you say but cannot help you much because I have no ties to complaint resolution. But you are welcome to form a reopen request and send it through the complaint feature. There you can explain what you just mentioned to the proper team.

I cannot guarantee or affect the outcome, though.

Not sharing the proofs provided by the casino has always been a weakspot players are not happy with in the end, and it makes sense. When the casino says that they will only share details exclusively with the mediator, we have little influence over it. But I get it's not enough for you.

But the art about insufficient AML documents could be a different matter, which I sadly have no further details to add.

I have already wasted almost two months trusting Casino Guru and believing that my complaint would be handled through a fair, impartial and transparent mediation process.Instead, I was denied the most fundamental principle of any fair dispute resolution process: the right to respond to the allegations made against me.Jana never gave me the opportunity to challenge SlotNeo's accusations. She never asked me for a single additional document, despite closing my complaint as "Unjustified complaint."Even more concerning, I voluntarily submitted extensive AML and Source of Funds documentation, including identity documents, proof of address, Revolut statements, MEXC records, blockchain transactions and proof of income. Those documents directly addressed the allegations raised by SlotNeo, yet they appear to have been ignored.I simply cannot understand how a mediator can conclude that a complaint is "Unjustified" without allowing the player to respond to the casino's accusations or examining the evidence offered by the player.After nearly two months, this is clearly no longer about an AML investigation. It is about the continued withholding of my funds without evidence, without transparency and without due process.As things stand, I have completely lost confidence in Casino Guru's mediation process. From my perspective, the process has protected the operator rather than ensuring a fair examination of the facts.When a casino licensed in Anjouan can retain a player's funds for months without presenting evidence, and the complaint is then dismissed without giving the player an opportunity to defend themselves, it creates the impression that the operator is being protected instead of being held accountable.That is why I have now escalated this matter to multiple law enforcement agencies, financial intelligence units and regulatory authorities in several jurisdictions. I no longer believe that Casino Guru can provide an independent or effective resolution in this case.

Well, I respect that you disagree.

I haven't seen the documents you mentioned and I don't know much about the concrete events you described thus far, so I can't provide a concrete response. And honestly I guess it's not even necessary at this point; your next steps are clear and I wish you a better outcome with whatever regulator you chose to contact.