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Hi. I signed up for Super Slots in February and liked playing on it. I quickly found their sister sites Wild Casino and then High Roller Casino. I like Dragon Gaming games so these were great fits for me. I even told some of my friends to use these casinos as I thought they were really great and paid out very fast.

Well the joke's on me. Over a month ago, I suddenly couldn't play any games, deposit, or withdraw. Despite having an account balance with thousands of dollars (not bonus funds) my account was limited and I received NO communication about it. Worse, I later learned SEVERAL of my friends I had recommended the casinos to experienced the same thing. This was for Super Slots AND any sister sites.

After a week of pestering customer support, I finally got an email asking me for KYC documentation. I complied and sent my documents. Then.... nothing. It's been almost A MONTH. I continuously ask support for an update on my account review. Every time, I get told "We'll contact you when it is finished." This is unacceptable. Thankfully, I am in a position where this money isn't absolutely necessary. But if I needed that money for rent, I'd be out on the street. Again, I will state that it is not bonus funds, it is thousands of dollars, and it has been like pulling teeth to even get them to initiate a KYC process and not just ban me and take my money with out any explanation...

Dear Juan.Ramirez,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Super Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that while you can log in, your account is otherwise blocked?
• Did the casino justify its decision to block your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games)
• Did you achieve your balance with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Tomas,

Do I understand correctly that while you can log in, your account is otherwise blocked? Not anymore. For a while I could still log in but now I can't even log in.

Did the casino justify its decision to block your account? Not even once.

What games did you play to accumulate your current balance in the casino? (slots, live games) Slots

Did you achieve your balance with the help of a bonus? Yes. Most recently I had used one of their weekly bonuses

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here Sent to your email

Dear Juan.Ramirez,

I went over the correspondence you sent.

The representative seems to be from Wild Casino.

Could you please confirm the discussion between you and the representative is regarding your winnings in your Super Slots Casino account? I apologize for the inconvenience.

Tomas,

They are owned and operated by the same people. I was banned from all three casinos simultaneously and have only been contacted via "Wild Casino" and this correspondence is referenced every time I talk to Super Slots support.

Thanks for the explanation. If there is a balance on any other accounts in the group, I suggest filing separate complaints for each casino, as each complaint thread targets one casino only.

Thank you very much, Juan.Ramirez, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Juan.Ramirez for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Super Slots Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

Dear Juan.Ramirez, I am in contact with the casino affiliate and am awaiting an update on the situation. I will update you about any further developments. Thank you for your patience during this time!

Dear Juan.Ramirez, I apologize for the delay, I am awaiting requested information from the casino representative. I will keep you informed about any new developments. Thank you for your patience during this time!

Dear Juan.Ramirez, the casino representative has provided me with evidence of multiple accounts. This behaviour is not tolerated in most of the industry and I strongly advise against it. Due to that reason, your complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter