SlotLords Casino - Al jugador se le niega el reembolso del casino.

Hello,

Last week I deposited over €6900 into this casino. According to the bonus terms, I should receive weekly cashback of at least 10% of the deposited amount, as long as the withdrawals do not exceed €50 of the deposit amount. Since I only withdrew a total of €65, the claim should definitely be valid, but the casino disagrees and is citing incorrect figures in their reply email. I request assistance so that I can receive the advertised cashback.

Hallo,

Ich habe letzte Woche insgesamt über 6900€ bei diesem casino eingezahlt. Laut Bonusbedingungen sollte ich ein wöchentliches Cashback bekommen über mindestens 10% der eingezahlten Summe, solange die Auszahlungen den Einzahlunsgswert nicht über 50€ übersteigen. Da ich nur insgesamt 65€ ausgezahlt habe muss der Ansprugh definitiv bestehen, jedoch ist das Casino ser Meinung dass das nicht so ist und nennt mir irgendwelche Zahlen in der Antwortmail, die garnicht stimmen. Ich bitte um Hilfe damit ich das beworbene Cashback erhalte.

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Dear MimiMy,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with SlotLords Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please clarify what your total deposits were, please?
• Have you ever received a cashback from this casino, please?
• Could you please provide a link to the bonus offer mentioned in this thread?
• Could you please clarify what the disputed amount stands for?

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

Hello and thank you for the feedback. The total amount of deposits is €6940.

Normally, you receive a cashback amount every Monday, which I've always received even with much smaller deposits. The link to the offer is as follows:

https://www.slotlords.com/de/promotions/weekly-cashback

The disputed amount is the amount on which I should receive the cashback. So it's essentially about 10% of that.

Hallo und danke für die Rückmeldung. Die Höhe der Gesamteinzahlungen beträgt 6940€.

Normalerweise bekommt man jeden Montag ein Cashback in einer gewissen Höhe, welches ich vorher auch bei viel kleineren Einzahlungssummen immer erhalten habe. Der Link zu dem Angebot ist folgender:

https://www.slotlords.com/de/promotions/weekly-cashback

Der strittige Betrag ist der Betrag, auf den ich das Cashback bekommen müsste. Also es geht quasi um 10% davon.

Hello, any updates? This thread expires in an hour and I haven't heard from you??

Hallo, gibt es Neuigkeiten? Dieser Thread läuft in einer Stunde ab und ich habe nichts von Ihnen gehört??

Dear MimiMy,

thank you for your reply and your patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have sent you the screenshots; please let me know if you need any further information.

Ich habe Ihnen die Screenshots geschickt, bitte lassen sie mich wissen wenn Sie noch mehr Informationen brauchen.

Hello, I'm sorry I haven't received any further feedback from you.

Hallo, ich habe leider keine Rückmeldung mehr von Ihnen erhalten.

Dear MimiMy,

thank you for your reply and your patience during this busy holiday season.

Do you have an access to your deposit and withdrawal history? If so, could you please share it with me? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hello and thank you for the feedback. I have sent you the history.

Hallo und dabke für die Rückmeldung. Ich habe Ihnen die Historie zukommen lassen.

Did you receive my email? It's really urgent.

Haben Sie meine Mail erhalten? Es wäre wirklich dringend.

Are they still there?

Sind sie noch da?

Hello MimiMy,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your feedback. When can I expect to hear back?

Vielen Dank für die Rückmeldung. Wann kann ich denn ungefähr mit einer Rückmeldung rechnen??

Dear MimiMy,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear MimiMy,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SlotLords Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player was not qualified for the cashback?

Thank you in advance for providing the information.

Hello,

Thank you for your patience while we reviewed this case. We have double-checked the account activity and confirmed that the cashback bonus was not credited earlier due to a technical issue. This has now been resolved, and the bonus has been successfully added to the player’s account in the amount of 700 EUR with a x10 wagering requirement.

If there are any further questions or clarifications needed, we remain available to assist.

Thank you so much for your efforts, I have finally received the €700. Thank you!!!

Vielen Dank für Ihre Bemühungen, ich habe die 700€ nun tatsächlich endlich erhalten. Danke!!!

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

Dear MimiMy,

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,

Martina