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Hello

My account was closed at Getslots on the 11th January, and they've not answered any of my attempts at contacting them since this date.

I won $6199.20 in total, and requested a $3000 payout (the max per day). I received this, but when I tried to log in to request the next one, my account was already closed.

I've verified myself there and been an active player, so I don't understand the change in behaviour. I have also raised a complaint about their sister site at Octo Casino, as they have done the exact same thing.

I checked and there wasn't any terms saying you couldn't bet at both sites at the same time. I also complied with every verification request that I received along the way.

Given that I'm unable to contact the site directly, I'd like to request your help please in reaching them to resolve the matter.

Many thanks

Livia

Dear livinitup,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're encountering with GetSlots.

To gain a better understanding and assist you effectively, could you please provide additional information about your situation?

• Were there any specific actions, transactions, or events leading up to the closure of your account on January 11th?
• Have you received any communication from GetSlots regarding the account closure or the status of your funds?
• Were there any recent changes to your account or any actions taken by you that might have triggered the closure?

If possible, could you forward any relevant communication with GetSlots to petronela.k@casino.guru for further review?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Hello

There wasn't really any change in behavior on my side. They were sending me a lot of deposit bonuses on the run up, more than I could actually deposit for. I was also depositing outside of those bonuses with my own money, some of those won and some of them lost.

My accounts at four separate casinos were all closed in the exact same instant, so my presumption is that it was something to do with that. There is no correspondence to forward to you as the email just says 'your account is closed' and offers no explanation. No logged out live chat seems to be available, and they have not responded to me via email since the closure.

Octo Casino is exactly the same and you'll note I have complaint open with them as I'm in the same situation. There is no term that says you can't play at more of their casinos than one.

Livia

Hi livinitup,

• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your recent winnings accumulated with or without an active bonus, please?

Thank you.

Hello

I was betting with my own money on table games, and then my deposited money linked to bonuses was wagered on slots, all of which were eligible per the terms and conditions, and always below the maximum allowed bet.

Thanks

Livia

Thank you very much, livinitup, 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 livinitup,

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?

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

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.

Hello

Just to update the complaint, they contacted me on Sunday with the following;

Greetings,

In order to verify your account and get the cashout approved, kindly upload the following documents to your Casino profile:

- the bank statement - should have your full name, address, bank account number and date of issuance visible (must be issued in the last 90 days). Also it should have bank name, full bank address, IBAN, BIC (SWIFT).

It can be a photo of a paper document, a PDF, or a photo of both sides of your credit/debit card with your name and bank account number visible.

Best regards,

GetSlots Payments Team 

I've responded to them letting them know that the document they've asked for isn't possible. Banks in Canada do not have an IBAN so I'm surprised they even asked for this, unless it was a copy and pasted stock message.

I've corrected them and given them a void cheque, a bank statement, and confirmed that both methods that I used to deposit (e-transfer and Mifinity) are both valid, so I'm not sure why they've asked for this specifically.

I've not heard back since that message above, three days ago.

Livia

Hello

Please check latest email with refund request by our team. If your bank doesn't have an IBAN, please provide bank account number instead

Have a nice day!

Best regards,

GetSlots Team

Hi Getslots, thanks for replying here

The email that I was sent contained the same request for an IBAN so I had replied to that asking for a payment to Mifinity or e-transfer instead. I'll reply again just now with all the details you've asked for.

Thanks

Livia

Dear livinitup,

Thank you for sending us the requested data, we appreciate your time.

We inform you that we still need some details not provided. Please check your email and send us the necessary information (your full name and address, the bank address and the full name of the bank) in order to proceed with your refund.

Thank you for your understanding and cooperation.

Best regards,

Getslots Team.

Just to confirm, I provided these details a few days ago, and I am awaiting the receipt of any payment. My complaint with their sister site has just been resolved as well, so I am expecting to receive payment.

Livia

Dear livinitup,

All the details provided are checked by the appropriate casino department and hopefully, the payment will be processed soon.

Dear Getslots Team,

Could you kindly furnish an approximate timeline for the payment processing?

Hi there!

Dear livinitup,

We inform you that your refund was successfully processed on February 22nd, the money must arrive within 5 banking days.

Best regards,

GetSlots Casino.

Thank you for the response, Getslots Team.

Dear livinitup,

According to the response from the Getslots Team, the payment to you has been finalized, and you should expect to receive it shortly. Please keep in mind the standard bank processing times. Kindly inform me once the funds are reflected in your account so that we can consider this complaint resolved.

Hello

I can now confirm that the payment has shown up. Thank you for mediating in the complaint, and thanks also to Getslots for responding here and paying the remainder of my winnings.

Best regards

Livia

Great news, livinitup. I'm glad to hear that you successfully received all of your winnings.

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru