Slotlounge Casino - La cuenta del jugador ha sido cerrada.

Hello,

I made my first withdrawal there for over 900€ and my account was blocked for no reason!

I requested my withdrawal on August 13th and have not received the money since then!

Hallo,

habe meine erste Auszahlung dort gemacht über 900€ und mein Konto wurde ohne Grund gesperrt!

Am 13. August habe ich meine Auszahlung beantragt und seit dem das Geld noch nicht erhalten!

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,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I only played slot machines.

My account was previously verified!

Winnings were with an active bonus, but there was no maximum cashout.

Still no response from the casino and no payout!

Ich habe nur bei Spielautomaten gespielt.

Mein Konto war davor verifiziert!

Gewinne waren mit aktiven Bonus. Aber dieser hatte keinen Max cashout.

Weiterhin keine Antwort vom Casino erhalten und keine Auszahlung!

Thank you very much for your reply. When was the last time you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I had contact 4 days ago.

I sent them everything by email.

No payout received yet!

Vor 4 Tagen habe ich Kontakt gehabt.

habe ihnen alles per email geschickt.

Noch keine Auszahlung erhalten!

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Chris7391,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slotlounge Casino representative to join this conversation and participate in resolving this complaint.

Dear Slotlounge Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello,

Thank you for your patience and for giving us the time to review this case thoroughly.

After carefully revisiting the player’s account, we’d like to confirm that it was closed following an internal administrative decision made in accordance with our Terms and Conditions.

We also want to clarify that the player’s balance was not affected in any way, and no funds were withheld. Today, the refund has been successfully processed, and the transaction has been sent to the player. Please note that it might take a short while before the funds appear on the player’s side.

If there are any issues or additional clarifications needed, we remain fully available to assist.

I haven't received the money yet.

Four days ago I was contacted regarding my bank details for the payout.

I sent these to them directly.

However, the money is still not in my bank account. I requested the payout three weeks ago.

Have you already made the withdrawal?

Greetings

Das Geld habe ich noch nicht erhalten.

Vor 4 Tagen wurde ich kontaktiert bezüglich meinem Bankdaten für die Auszahlung.

Diese habe ich ihnen direkt zugesendet.

Das Geld ist aber weiterhin nicht auf meinem Bankkonto. Die Auszahlung hatte ich schon vor 3 Wochen beantragt.

Haben sie die Auszahlung bereits getätigt?

Grüße

Dear Slotlounge Casino,

Thank you for your response and the information you have provided.

Hello Chris7391,

Please allow a few days for the payment to be processed. It should be credited soon, depending on the payment method used.

Please let us know as soon as you receive the funds.

Just received the money.

Thanks!

Habe das Geld gerade 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 Chris7391,

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,

Stefan