SlotMonkey Casino - L'account del giocatore è stato chiuso a causa di restrizioni.

Hello,I looked through the site for few minutes, registered and put 20 euro in without any bonuses. While picking a game suddenly my account was locked due to country restrictions possibly. I can't contact support after multiple tried. I can't access any part of the site so I can withdraw my 20 euro.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Zerror,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have experienced. Please allow me to ask you a few questions so that I can fully understand the situation.

I have reviewed the Terms and Conditions, specifically section 4. Restricted Use, and I was unable to find your country explicitly listed as a restricted jurisdiction. According to the terms:

Users must not reside in a country where online gambling is prohibited.

Residents or users accessing the website from the following locations are restricted:

The United States and its territories

All FATF blacklisted countries

Other jurisdictions deemed prohibited by the Anjouan Offshore Financial Authority

In light of this, could you please clarify the following:

• Did you encounter any information regarding country restrictions before or during the registration process?
• What specific message or notification did you receive when your account was locked?
• Did you complete the verification process before losing access to your account?

We hope to be able to help you resolve this issue as soon as possible. Thank you very much in advance for your cooperation.

Best regards,

Petra

Dear Zerror,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I am in a process with talking with their support team. Seems like it will take few more days. Site remains completely locked for me so far.

Dear Zerror,

Thank you for your reply and for providing the previous details. I’m glad to hear that the casino is trying to resolve the issue with you.

Could you please provide any updates or additional communication you’ve had with the casino? This can include screenshots, emails, or chat records. You can send all documents to [email protected] or post your screenshots directly in this thread.

We want to make sure that you are satisfied with the resolution process as it progresses.

Thank you again for your cooperation – it is greatly appreciated.

They request a bank statement from my online banking for address verification. I neither have online banking nor bank statement I can use since I have to pay large sum of money to the bank to even request one. I pay no bills on my address and there is absolutely no way to to verify it no matter what. I really just want my 20 euro I put in the site before they made me prove so many things

They let me deposit without verifying and now that I can't verify they are not returning me the money >.> I been trying to verify for a week and a half now providing various documents like id card, full credit card and what not...

Thank you for your reply.

I understand how upsetting it can be to feel that a casino hasn’t properly informed you about the verification process. However, most casinos perform verification at some point—some don’t allow deposits before documents are submitted, while others allow the first few smaller withdrawals without verification. Most commonly, casinos request documents at the point of the first withdrawal.

• Could you kindly confirm whether you have submitted all the requested verification documents, excluding the bank statement? Additionally, please provide the exact date on which you sent the last document.
• Have you provided the other required documents in the correct format?
• DId the Casino provide you with any other alternative to the bank statement verification, please?
• Are there any other details you think might be relevant for your account blockage, such as proof that you were trying to register from a restricted country/the game you were trying to access?

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.

Dear Zerror,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru