SlotLords Casino - La cuenta del jugador ha sido cerrada.

Hello, first of all I will write that I created a complaint on another resource - I was accused of cartoons and the complaint was closed, I definitely do not have cartoons.

The gist is this: I came across this casino on April 4-5, registered, as far as I remember I made two deposits of 30 USDT with 100% bonuses, and managed to win back the second bonus (270 USDT).

I passed verification - samsub, photo with passport and piece of paper, screenshots of crypto wallet (this lasted 3-4 days or even more) and in the chat they said that I can put it on withdrawal, which I did.

The next day I decided to go to the casino, but the account was blocked.

that seems to be the whole story, I have definitely never seen this casino before and there can’t physically be cartoons.

Please help, thank you

Приветствую, первым делом напишу что я создавал жалобу на другом ресурсе - меня обвинили в мультах и закрыли жалобу, мультов у меня точно нет.

Суть такова, 4-5 апреля наткнулся на это казино, зарегался, насколько помню сделал два депозита по 30 юсдт под 100% бонусы, второй бонус получилось отыграть (270юсдт).

прошел верификацию - самсаб, фото с паспортом и листочком, скрины криптокошелька(это длилось дня 3-4 или даже больше) и в чате сказали что могу ставить на вывод, что я и сделал.

На следующий день решил зайти в казино, но акк заблочен.

вот вроде бы и вся история, это казино до этого я точно никогда не видел и мультов не может быть физически.

Просьба помочь, спасибо

Dear babay29,  

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

• Is there any chance that someone in your household may have an account in this casino too? 
• Did you use VPN or proxy services to change your IP address?  
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

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,

Natalia

Hello

No one in my family can have an account at this casino, I live alone

I didn't use a VPN when playing this casino, I only logged in from my phone once or twice to upload photos

played only slots, gates of olympus 1000 and princess 1000

здравствуйте

из членов семьи ни у кого не может быть аккаунта в этом казино, я живу один

при игре в это казино я не использовал vpn, только один-два раза заходил с телефона, что бы загрузить фото

играл только слоты, gates of olympus 1000 и princess 1000

Thank you very much for your reply, babay29. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I corresponded with the casino via support chat, I didn't take screenshots

я переписывался с казино через чат поддержки, скриншотов не делал

Thank you very much, babay29, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.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.

Dear babay29,

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 what are the reasons players account was blocked?

(more detailed information you can send me directly to martina.b@casino.guru)

Thank you in advance for providing the information.

no news? casino won't contact?

новостей нет? казино не идёт на контакт?

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 babay29, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear babay29,

can you please give us an update? Have your account been unblocked?

Hello Martina and babay29,

Thank you for your patience regarding this matter. We’ve sent detailed explanations directly to Martina via email for her review. Please feel free to reach out if any further clarification is needed.

No, the account is not unlocked

нет, аккаунт не разблокирован

I would like to ask you to tell me what exactly I am being accused of so that I can give an answer.

Thank you

просьба и мне сообщить, в чем конкретно меня обвиняют, что бы я мог дать ответ

спасибо

Dear babay29, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear .

Thank you for being so patient.

Dear Martina and babay29,

Thank you for your continued patience.

We’ve reviewed the case once more and decided to return the deducted funds. Our team will get in touch shortly to arrange the refund process.

We appreciate your understanding and cooperation.

Yes, I received the letter and responded to it.

Да, я получил письмо и ответил на него.

It seems like an agreement has been reached.

Dear babay29, could you please let me know when we can consider this complaint resolved and proceed with closing it?

thank you

money not received yet, please do not close the complaint

деньги еще не получены, пожалуйста не закрывайте жалобу

OK, Please let me know when the money arrive.

Thank you

6 days have passed since the casino responded with this: "We have forwarded the refund request to the finance department, the refund will be processed as soon as possible, you will receive an email from us."

To put it mildly, this is not the shortest time frame...

прошло 6 дней после вот такого ответа от казино: "Мы передали запрос о возврате средств в финансовый отдел, возврат будет произведен в кратчайшие сроки, вы получите от нас электронное письмо."​

мягко говоря, это не самые короткие сроки...

Dear Slot Lords Team,

Could you please let us know what’s going on with the player’s funds since they still haven’t shown up in the account, and we’d really appreciate some clarity on what the holdup is and how much longer it might take.

Thank you in advance for your help!

just received the money, the complaint can be closed, thank you

только что получил деньги, жалобу можно закрывать, спасибо

Dear babay29,

Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru