Slots Gallery Casino - Player's account is closed due to duplicate account claim.

Slots galery casino gave me free spins upon signing up,verified my account,verified my phone number,finished all wagering requirements,then they tell me to make a deposit in order to make withdrawal,so I did put $38 deposit,I won around $1750 n withdraw them but suddenly they cancelled n suspended my account,the reason is i have a duplicate account which I don’t,ask them about the proof for my other account because I don’t recall having another account under their casino,they tell they couldn’t share such information with me,n its final decision of the site administration n unfortunately it can’t be refunded

Dear Amelia92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Were you able to create your account using your phone number without any issues?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi,thank u for ur time trying to solve my problem with the slots GALERY casino

to answer ur question,nope I’m the only one who got registered to this casino using my wifi,n yes registered my phone number verified it without a problem,n yes as I am in Australia I have to use vpn

thanks

Thank you for your response.

• Could you please clarify whether you use a VPN to change your location when accessing the casino website? If yes, which country do you select?
• Also, did you enter your correct personal information regarding your country of residence when you registered and filled out your casino profile?

Thank you for your cooperation.

Dear Amelia92,

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.

Hi sorry for the slow response,honestly I lost hope regarding this matter 😣 but thanks again for ur time n help,I really appreciate it!

anyway I forgot which country I used for the vpn but yes I have to used vpn here in Australia cause it’s against the law🫣

n yes everything in my account is right,nothing was incorrect,n I did put Australia.

thanks

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) 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 Amelia92,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Slotsgallery Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? In case you have evidence of the multiple account usage, please forward it to [email protected].Thank you in advance for providing us with your view of the issue.

Hello Amelia92,

I can confirm we are now in contact with the casino.

Can you please provide me with the email address associated with your SlotsGallery account? You can send it to martin.l@casino,guru or here in the thread - if you do so it will be marked as sensitive.

Dear Amelia92,

thank you for your response. The information has been relayed to the casino, we are awaiting their response.

Dear Amelia92 and Martin

Thank you for taking the time to share your experience. We understand how disappointing this situation must be, especially after completing all verification steps.

Please allow us to clarify that our platform enforces strict anti-fraud and responsible gaming policies, including one-account-per-player rules, to maintain fairness and compliance. According to our internal investigation, there was sufficient evidence to indicate a duplicate account violation, which unfortunately constitutes a breach of our Terms & Conditions.

We understand your request for more transparency regarding the alleged duplicate account. However, due to data protection regulations, we are unable to disclose detailed information related to other user profiles. That said, we do assure you that the decision was not made lightly and followed thorough internal verification by our Risk & Compliance team.

Additionally, we would like to note that the use of VPNs or any tools to obscure a player's real location is strictly prohibited. If such activity was detected in connection with your account, this may also contribute to the decision taken.

We truly regret that this situation has left you dissatisfied. While the decision is final, we remain available should you have any additional documentation or appeal regarding the matter. You are welcome to contact us via [email protected].

We appreciate your understanding.

Best regards,

SlotsGallery Casino Team

Dear casino representative,

thank you for your response. We of course do not take multiple account usage lightly, we however believe, that such claims must be based on evidence.

I would therefore like to ask you to provide us with this evidence. Since it is confidential, you can send it to [email protected]. I can assure you it will not be disclosed to any 3rd parties.

Dear Amelia92,

do you remember creating more accounts in this casino?

Dear Martin,yes I can assure u I never make any other account!

n for the slots gallery casino,how can u accepted my deposit money that I sent using vpn but I cannot withdraw using vpn? My account has been registered by ur casino using all my real data base in Australia!

Dear Martin,

Hope you`re doing well!

We have sent all the requested information to the email address you provided.

Please let us know if anything else is needed.

Best regards,

SlotsGallery Team

Dear casino representative,

thank you for your message. I have emailed you some additional questions.

Dear Martin,

We hope this message finds you well.

We’ve forwarded all the requested details to the email address you shared.

Should you require any additional information, feel free to reach out.

Best regards,

SlotsGallery Team

Dear casino representative,

thank you for your message. I have outlined our position in my latest email. Please let me know if you have any questions.

Dear Martin,

We hope you’re doing well.

We’ve sent all the requested information to the email address you provided.

If there’s anything else you need, please don’t hesitate to contact us.

Best regards,

SlotsGallery Team

Dear casino representative,

thank you very much for your message.

Dear Amelia92,

have there been any developments on your side? Have you received any funds?

Hi Martin,nope still nothing

there is no fund in my account until now

thanks

Dear Amelia92 and Martin,

Thank you for your update.

Upon reviewing your case, we can confirm that your withdrawal was successfully processed and confirmed on June 27, 2025.

We remain at your disposal and are committed to resolving this with you.

Best regards,

SlotsGallery Team

Dear slots gallery casino: with all due respect what are u on about?!

u saying the $1700 withdrawals is success?? I’m totally at lost here

Dear Amelia92,

Please accept our sincere apologies for the delay in getting back to you and for any inconvenience this may have caused. We truly appreciate your patience and understanding.

We would like to inform you that your account has been credited with the maximum win permitted under the terms of the no-deposit bonus.

Furthermore, we can confirm that you placed a withdrawal request for these funds, and the transaction was successfully processed.

Should you have any further questions or require additional assistance, please don’t hesitate to reach out. We're here to help.

Best regards,

SlotsGallery Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Amelia92,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin