Videoslots Casino - Акаунтът на играча е затворен.

I am submitting a formal complaint against Videoslots Ltd, a licensed operator under the Malta Gaming Authority (MGA), due to the unjustified blocking of my player account and the withholding of funds deposited into it.

On June 26th, 2025, during an active gaming session, my account was suddenly blocked without any prior warning. Despite having received a responsible gambling reminder from the operator back in April, I was regularly allowed to log in, make multiple deposits (including several just before the block), and play without any limitations.

Hello,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Hi.

Sure i was always veryficated . It was slotgame. ( Fire hopper). And my money is still there. I can not log in anymore.

Best regards, Olga

Hello,

thank you for your reply.

Did you accumulate your winnings with or without an active bonus?  

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

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.

As I understand it, you are also playing for time and are not deciding anything in favor of the player. Therefore, I am now communicating with the main office, I hope they will not ask the same questions.

Hello,

Thank you for your email, message, and patience. Please be advised that we are currently managing a high volume of complaints and are making every effort to respond as quickly as possible. It is also better to answer to every question we ask in our messages.

To proceed further with your case, kindly response to the following questions.

Could you please confirm whether you have accumulated your winnings with the help of bonus?

Have you had any withdrawals with this casino, please?

Could you please explain what you meant be the main office?

Looking forward to your reply,

Katarina

yes, a week later I took the money. headquarters - MGA

ja, en vecka senare tog jag pengarna. huvudkontor - MGA

Hello,

thank you for your message.

To ensure clarity and facilitate mutual understanding, I would appreciate if you could provide more comprehensive and detailed responses in future communications.

• What have you meant in your last message that a week later you took the money?
• Is your case currently being handled by the MGA gambling authority?
• Would you like to continue with your complaint on our site as well, please?

Looking forward to your reply,

Katarina

Dear Kukusja,

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,
Katarina
Casino.Guru