SlotLords Casino - La cuenta del jugador ha sido cerrada sin explicación.

Hello. I registered at this casino a few months ago. After registration, I immediately uploaded the necessary documents: passport, selfie with passport and bank statement to confirm the address. After that, I started making deposits with cryptocurrency, I made 7-8 deposits in total, which I lost. Once every two weeks on Fridays, I was sent a $10 no deposit bonus with a maximum win of $50. Yesterday, 04/04/2025, I received an email with $10 in my account without a deposit. For the first time, I managed to win back the bonus and I put it on withdrawal using the same method I used to make deposits. After requesting a withdrawal, I wrote in the chat and asked to confirm the withdrawal and the previously uploaded documents. At first, the agent approved the passport and after a few minutes immediately rejected all the documents and asked for new ones. Although all the documents are current and were previously approved. The agent also said that my withdrawal is under review by the financial department and will be processed soon. After 20 hours I loaded the site to check the status of the withdrawal, but I could not log in to the account because it was disabled. I wrote in the chat to find out the reason for the account being disabled. The agent replied that my account was blocked by the administration. No reasons were given. I asked to pay out the funds in the amount of $ 50 that remained on the account, but I was refused. I did not violate any rules, did not use a VPN, did not create multiple accounts. I played honestly and made 8 deposits, and when it came to the withdrawal. The casino brazenly blocked the account and stole the winnings! I am attaching all the screenshots as evidence and asking the administration to help restore justice.

Dear Andresyan,

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.

What specific reason did the agent give for the rejection of your documents?

Have you received any formal communication from the casino regarding the account suspension?

Were there any specific terms and conditions mentioned regarding the withdrawals of bonuses?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Hello. I asked the agent why the documents were rejected, the agent could not name a specific reason, referring to the financial service for reviewing withdrawal requests, while at first one of the documents was approved by the chat agent, it was a passport, and after some time this document was rejected, the agent explained that the financial service unilaterally rejected it without explaining the reason. I did not receive an official message from the casino regarding the account being disabled. I found out about the account being disabled only when I went to the site to check the withdrawal status, but I could not log into my account. Then I contacted the chat to explain the reason for the blocking. But I did not receive any adequate explanation of the reason for the blocking. The bonus conditions were as follows: wagering x50, maximum bet $5, maximum withdrawal $50. I fulfilled the bonus wagering conditions without any violations.

Dear Andresyan, could you please send me the documents that you originally submitted to the casino (passport, selfie with passport, and bank statement), as well as any updated versions if you have them? Please send them directly to my email address dominika.l@casino.guru.

Could you please confirm whether the payment method used for your deposits and withdrawal request is registered in your name?

Hello, the payment method is registered in my name. I topped up the account using cryptocurrency using the exchange Bybit. I am also sending documents to your personal email.

Dear Andresyan, are you still unable to access your casino account?

The account is still blocked. The winnings have not been paid. The casino has shown its attitude. Absolute scammers.

Dear Andresyan, have you ever used a VPN while playing at the casino?

If yes, could you share:

Which country the VPN was set to?

When and why you used it (for example: privacy, connection issues, or access from a different location)?

I have not used VPN to play casino games.

Thank you very much, Andresyan, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Andresyan,

I am sorry to hear about your trouble and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear SlotLords Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been disabled? Have his winnings been confiscated?

If so, and if we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Greetings,

Extending the timer once again, trying to reach out to the casino through other communication channels outside the thread.

If no one from the casino responds to the thread or contacts me back with the relevant information until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for patience and understanding.

Dear Andresyan,

Alright, I am here with hot news after discussing the matter with the casino representative.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's Terms and Conditions - failed KYC/verification, which is mandatory to withdraw anything from a gaming account. The provided documents could not have been accepted due to reasonable grounds - unauthorized manipulation of the documentation.

The casino acted correctly and in accordance with its terms and conditions, and we fully accept its decision.

If you are not satisfied with the complaint solution, I recommend you consult an ADR (if the casino states it on its website) or the gambling authority that the casino is regulated by.

Although only outside the thread, thanks also to the Slotlords Casino Team for providing information and for their cooperation!

Best regards,

Branislav, Casino.Guru