Complaint #1 SlotNEO Casino

Can't close account

By Jacek D.

8 months ago

I want to close my account on this casino, but I can't do it myself, I sent an e-mail to support no response and tried on live chat - the account is still active zero response from support I don't know what the problem is? Never deposited money and never withdraw any wins.

Instead of confirming the deletion of the account, he constantly receives messages from them about bonuses that he does not want, he wants to close the account only so much

Disputed Casino SlotNEO Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

8 months ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

8 months ago

Dear SlotNEO Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

SlotNEO Casino Complaint Stats

Resolved 0 / 5

Avg. Amount $7,819

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

SlotNEO Casino Complaint Summary

Most user complaints about this operator fall under the Accounts Handling category.

So far, 0 out of 2 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

SlotNEO Casino Complaints

See all complaints for this casino

Repeated Withdrawal Cancellations

Dear AskGamblers Complaints Team,

I would like to file a formal complaint against Slotneo Casino regarding the repeated cancellation of my withdrawal requests due to allegedly insufficient wagering requirements, despite the fact that my current balance should not be subject to any further wagering.

The situation is as follows:

My current balance consists of winnings from two bets that I placed a long time ago. For some unexplained reason, these winnings disappeared from my account and were only credited back to my balance at a much later date. These are not new winnings, and I do not believe there are any legitimate outstanding wagering requirements applicable to these funds.

Furthermore, since last Friday, I have wagered at least €5,000. Despite this substantial amount of wagering, my €426 withdrawal request continues to be cancelled, with the funds repeatedly returned to my Slotneo account.

I have attempted to resolve this issue through Slotneo's live chat support, but the agents have been unable to provide any meaningful assistance. Instead, I am repeatedly instructed to contact customer support by email. Unfortunately, I have received no response or explanation from the email support team.

What makes this situation particularly disappointing is that my previous experiences with Slotneo have been very positive, and everything has worked smoothly until now. I have not previously experienced this kind of problem with the casino. However, my usual VIP manager, who would normally be my point of contact for resolving account-related issues, appears to be either on vacation or no longer working for the casino. I have been unable to establish whether they will return, and I currently have no effective point of contact who can help resolve this matter.

I find it frustrating that a relatively straightforward withdrawal of €426 has turned into an ongoing issue, with repeated cancellations, no clear explanation, and no meaningful response from customer support.

I would therefore appreciate AskGamblers' assistance in investigating this matter and helping me obtain a fair resolution.

Specifically, I request that Slotneo:

Provide a detailed breakdown of the alleged outstanding wagering requirements, including the exact amount supposedly remaining and the reason these requirements apply to my current balance.

Investigate the repeated cancellation of my €426 withdrawal request, taking into account that I have wagered at least €5,000 since last Friday.

Process my withdrawal without further unjustified delays if no valid wagering requirements remain.

Provide a proper written response addressing these issues instead of repeatedly directing me between different support channels without any resolution.

I am willing to cooperate and provide any relevant evidence, including transaction history, bet details, withdrawal records, and screenshots of my communications with customer support.

I would prefer to resolve this matter amicably, especially given my previously positive experience with Slotneo. However, I expect the casino to provide a transparent, specific, and verifiable explanation for the repeated withdrawal cancellations and to release my funds if there are no legitimate grounds for withholding them.

Thank you for your time and assistance. I hope AskGamblers can help ensure that Slotneo addresses this complaint fairly and resolves the issue as soon as possible.

Kind regards,
Sami

76h left

€426

Withdrawal Issue Following AML Related Account Restriction

I would like to submit a complaint regarding the closure of my account and unresolved withdrawals at SlotNeo Casino.
My account was created on May 1, 2026. I deposited approximately $27,000 using my own funds and played on slots and sports betting without using bonuses or promotional offers.
After playing, I requested three withdrawals:
$1,000
$1,000
$500
The withdrawals were initially approved. However, shortly afterward, my account was restricted and eventually closed due to alleged AML-related concerns.
What concerns me is that I was never given the opportunity to complete any formal AML verification procedure. The casino did not request source of funds documentation, additional identity verification, or supporting financial documents before taking this action.
Despite this, I voluntarily sent documentation on my own initiative in order to demonstrate transparency and willingness to cooperate. The documents included identity verification, financial information, and cryptocurrency transaction records related to my deposits.
I was fully willing to cooperate with any reasonable AML or verification process. However, the account closure decision appears to have been made without giving me a proper opportunity to complete such a review.
At this moment, I respectfully request:
clarification regarding the exact reason for the account closure,
clarification regarding the status of my funds and withdrawals,
confirmation whether my submitted documentation will be reviewed,confirmation whether I will be allowed to complete any further verification procedures if required.
I am submitting this complaint in good faith and based solely on the facts of my case.

Unresolved

$36,000

Refusing withdrawal after KYC

I am a user from Turkiye. I have deposited high amounts of money into this site many times for over a year. I have been trying to withdraw my funds for over 3 weeks. The last amount of balance in my account is over 100,000 TRY.

I submitted all required KYC documents, but they are not approving my account. Customer support does not respond to emails anymore.

My withdrawal is still pending without any explanation.

As I see previous complaints on the site about this casino, I am afraid to face the same.

This behavior is extremely concerning and unprofessional.

I uploaded documents. I can upload more proofs upon request.

Kind regards

Unresolved

TL100,000

Slotneo casino neither close the account nor pays out winning not

Please help. Slotneo has not processed my account closure request (attached) for 3 weeks. When I decided to play and won the money, they rejected my withdrawal 10 days after I submitted the request because my account closure request is active (so they obviously ignored that). They neither want to pay nor want to close the account. The original withdrawal request was 2 weeks ago. Please help. Evidence attached. Thank you

Unresolved

Withdrawal delayed and false verification claim

Hello,

I would like to file a formal complaint regarding my experience with SlotNeo Casino.

Here is a clear timeline of the situation:

- March 30, 2026: I received an email from SlotNeo confirming that my account had been successfully verified and that I could proceed with withdrawals without any issues.

- April 2, 2026: I requested a withdrawal of 600 CAD via Interac.

- April 3, 2026: I was asked to provide additional verification documents, which I submitted the same day.

- Since then, my withdrawal has remained pending, and I have not received any meaningful update or resolution.

---

### ❗ Main Issues:

1. Contradictory verification status

- I was officially told that my account was verified.

- Later, when requesting a withdrawal, I was told that my account was not verified.

2. Unjustified delays

- My withdrawal has been pending since April 2, 2026.

- Despite submitting all requested documents, no progress has been made.

3. Poor customer support

- Live chat agents repeatedly tell me they cannot help and to contact email support.

- Email responses take 3–4 days and provide only generic replies with no real update.

4. Excuses about technical issues

- I received messages stating that withdrawals are delayed due to "technical problems".

- However, no clear timeline or resolution has been provided.

---

### 📎 Supporting Evidence (attached):

- Email confirming account verification (March 30, 2026)

- Withdrawal request proof (April 2, 2026 – 600 CAD)

- Email confirming documents were received

- Screenshots showing withdrawal still pending

- Screenshots showing verification status reverted

- Email responses mentioning delays and technical issues

---

### 🎯 What I am requesting:

- Immediate processing of my withdrawal (600 CAD)

- Clarification on my account verification status

- Accountability for misleading communication

---

### ⚠️ Additional Concern:

This situation raises serious concerns about the casino’s practices, especially:

- Confirming account verification, then denying it later

- Repeated delays without transparency

- Lack of proper customer support

---

Thank you for your assistance in resolving this matter.

Sincerely,

< full name removed >

---

### 📌 Translation of Emails Attached to the Complaint:

Email – Verification Confirmed (March 30, 2026):

"Thank you for submitting your documents. Your account has now been successfully verified. You can access all features and make withdrawals without any issues."

Email – Payment Method Issue (April 2, 2026):

"Your identity was verified before your first deposits. However, your payment method had not yet been validated. Multiple deposit attempts were flagged as a risk by our system. You may provide a screenshot of your banking app showing recent transactions."

Email – Ongoing Verification & Delays:

"Your request is currently being processed. As this is your first withdrawal, additional verification checks are required. Due to the Easter holiday period, processing times may be longer than usual. Your request is being handled."

Email – Withdrawal Delay / Technical Issue:

"Your withdrawal is still being processed. There appears to be a technical issue affecting transactions. We are working to resolve this as quickly as possible."

Email – Generic Support Response:

"We apologize for the delay. Our team is reviewing your request and doing everything possible to process your withdrawal as soon as possible."

Unresolved

$1,200