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."
